The current state of internet marketing of UK-based multi-unit hotel brands: Does it allow for customer relationship building

International Journal of Hospitality and Tourism Administration

Volumn 8, Issue 2, 2007, Pages 89-106

  Essawy, Mohamed ^a  

^a LEEDS METROPOLITAN UNIVERSITY   (United Kingdom)

Author keywords

Internet marketing; Multiunit hotel brands; Relationship marketing levels; Web sites content analysis

Indexed keywords

EID: 34249677378     PISSN: 15256480     EISSN: 15286499     Source Type: Journal    
DOI: 10.1300/J149v08n02_05     Document Type: Article

References (47)

1. Armijos, A., DeFranco, A., Hamilton, M., & Skorupa, J. (2002). Technology trends in the lodging industry: A survey of multi-unit lodging operators. International Journal of Hospitality Information Technology, 2(2), 1-18.
2. Bai, B., Jang, S., & Hu, C. (2003). E-relationship marketing: An application to hotel web site development. The annual international CHRIE conference and exposition proceedings, 8-12.
3. Bonn, M., Furr, H., & Susskind, A. (1999). Predicting a behavioural profile for pleasure travellers based on the basis of internet segmentation. Journal of Travel Research, 37(4), 333-340.
4. Breitenbach, C. & Van Doren, D. (1998). Value-added marketing in the digital domain: Enhancing the utility of the internet. Journal of Consumer Marketing, 15(6), 558-575.
5. Choi, J. & Hsu, C. (2001). Native American casino marketing on the web. Journal of Travel & Tourism Marketing, 11(2/3), 101-116.
6. De Vaus, D. (2002). Analyzing social science data: 50 key problems in data analysis. London: Sage Publications.
7. Dwyer, F., Schurr, P., & Oh, S. (1987). Developing buyer-seller relationships. Journal of Marketing, 51(2), 11-27.
8. English Tourism Council (2002). E-tourism in England: A strategy for modernizing English tourism through e-business. Retrieved July 14, 2004, from http://www.staruk.org.uk
9. Essawy, M. (2004). Competing in the digital market: A framework for probing the effectiveness of online relationship marketing of hotel chains. In E. Jones & C. Haven (Eds.), Proceeding of the first combined CHME hospitality research and CHME learning conference 2004 (pp. 259-268), UWIC Press: Cardiff.
10. European Hotel Database (http://www.ihr-ii.co.uk). [Password required-Maintained by the Centre of Hospitality Management, Leeds Metropolitan University]. Retrieved June 17, 2004.
11. Gilbert, D. & Powell-Perry, J. (2002). Exploring developments in web-based relationship marketing within the hotel industry. Journal of Hospitality & Leisure Marketing, 9(3/4), 141-159.
12. Graeupl, A. & McCabe, S. (2003). Use of the internet by "silver surfers" for travel and tourism information use and decision-making: A conceptual review and discussion of findings. In A. Frew, M. Hitz, & P. O'Connor (Eds.), Information and communication technologies in tourism 2003 (pp. 144-151). Austria: Springer-Verlag Wien.
13. Gregory, S. & Breiter, D. (2001). Levelling the playing field: E-marketing's impact on lodging operations. Journal of Hospitality & Leisure Marketing, 7 (4), 45-60.
14. Gronroos, C. (2001). Service management and marketing: A customer relationship management approach. Chichester: John Wiley & Sons.
15. Guide to UK hotel brands (2002). Croydon: Martin Information Ltd.
16. Huang, T. & Law, R. (2003). Modelling and comparing internet marketing: A study of mainland China-based and Hong Kong-based hotel web sites. In A. Frew, M. Hitz, & P. O'Connor (Eds.), Information and communication technologies in tourism 2003 (pp. 173-182). Austria: Springer-Verlag Wien.
17. Huizingh, E. (2000). The content and design of web sites: An empirical study. Information & Management, 37, 123-134.
18. Jeong, M. (2002). Evaluating value-added lodging web sites from customers' perspectives. International Journal of Hospitality & Tourism Administration, 3(1), 49-60.
19. Jeong., M. & Lambert., C. (2001). Adaptation of an information quality framework to measure customers' behavioural intentions to use lodging web sites. International Journal of Hospitality Management, 20(2), 129-146.
20. Key Note (2000). Consumer internet usage. Key Note Ltd.
21. Key Note (2002a). E-shopping: market assessment 2002. Key Note Ltd.
22. Key Note. (2002b). Internet usage in business. Key Note Ltd.
23. Kline, S., Morrison, A., & John, A. (2004). Exploring bed & breakfast websites: A balanced scorecard approach. Journal of Travel & Tourism Marketing, 17(2/3), 253-267.
24. Kotler, P., Bowen, J., & Makens, J. (2003). Marketing for hospitality and tourism. New York, NY: Prentice Hall.
25. Lashley, C. & Morrison, A. (2003). Befriending the stranger. The Hospitality Review, 5(4), 31-36.
26. Lee, W. & Erdem, M. (2003). Information content of lodging web sites: Does it match the expectations. Annual international CHRIE conference and exposition proceedings, 232-237.
27. Leuenberger, R., Schegg, R., & Murphy, J. (2003). E-mail customer service by upscale international hotels. In A. Frew, M. Hitz, & P. O'Connor (Eds.), Information and communications technologies in tourism 2003 (pp. 20-28). Austria: Springer-Verlag Wein.
28. Luo, M., Feng, R., & Cai, L. (2004). Information search behaviour and tourist characteristics: The internet vis-à-vis other information sources. Journal of Travel & Tourism Marketing, 17(2/3), 15-25.
29. Malhorta, N. & Birks, D. (2003). Marketing research: An applied approach. Essex: Pearson Education.
30. Mather, S. & Todd, G. (2002). The European hotel industry: An in-depth analysis of Europe's leading global, national and regional companies. Beaconsfield: Travel Research Limited.
31. McMillan, S. (2000). The microscope and the moving target: The challenge of applying content analysis to the World Wide Web. Journalism & Mass Communication Quarterly, 77(1), 80-98.
32. Michopoulou, E., & Buhalis, D. (2004). E-Metrics in the tourism sector. In A. Frew (Ed.), Information and communication technologies in tourism 2004 (pp. 611-622). Austria: Springer-Verlag Wein.
33. Minghetti, V. (2003). Building customer value in the hospitality industry: Towards the definition of a customer-centric information system. Information Technology & Tourism, 6, 141-152.
34. Morrison, A., Taylor, S., Morrison, A., & Morrison, A. (1999). Marketing small hotels on the world wide web. Information Technology & Tourism, 2(3/4), 97-113.
35. Murphy, J., Forrest, E., Worting, E., & Brymer, R. (1996). Hotel management and marketing on the internet: An analysis of sites and features. Cornell Hotel & Restaurant Administration Quarterly, 37(3), 70-82.
36. Neuendorf, K. (2002). The content analysis guidebook. London: Sage Publications.
37. Nielsen, J. (1993). Usability engineering. New Jersey: Academic Press.
38. Nysveen, H., Methlie, L., & Pedersen, P. (2003). Tourism web sites and value-added services: The gap between customer preferences and web sites' offerings. Information Technology & Tourism, 5, 165-174.
39. Palmer, A., McMahon-Beattie, U., & Beggs, R. (2000). International Journal of Contemporary Hospitality Management, 12(1), 54-60.
40. Pan, B. & Fesenmaier, D. (2003). Travel information search on the internet: A preliminary analysis. In A. Frew, M. Hitz, & P. O'Connor (Eds.), Information and communications technologies in tourism 2003 (pp. 242-251). Austria: Springer-Verlag Wein.
41. Perdue, R. (2001). Internet sites evaluations: The influence of behavioural experience, existing images, and selected website characteristics. Journal of Travel & Tourism Marketing, 11(2/3), 21-36.
42. Piccoli, G., O'Connor, P., Capaccioli, C., & Alvarez, R. (2003). Customer relationship management: A driver for change in the structure of the U .S. lodging structure. Cornell Hotel & Restaurant Administration Quarterly, 44(1), 61-73.
43. Schegg, R., Steiner, T., Frey, S., & Murphy, J. (2002). Benchmarks of web site design and marketing by Swiss hotels. Information Technology & Tourism, 5, 73-89.
44. Selwyn, T. (2000). An anthropology of hospitality. In C. Lashley, & A. Morrison (Eds.), In search of hospitality (pp. 18-37). Oxford: Butterworth-Heinemann.
45. Sheth, J. & Parvatiyar, A. (2000). The evolution of relationship marketing. In J. Sheth & A. Parvatiyar (Eds.), Handbook of relationship marketing (pp. 10-36). London: Sage Publications.
46. Sigala, M. (2001). Modeling e-marketing strategies: Internet presence and exploitation of Greek hotels. Journal of Travel & Tourism Management, 11(2/3), 83-103.
47. Weber, K. & Roehl, W. (1999). Profiling people searching for and purchasing travel products on the World Wide Web. Journal of Travel Research, 37, 291-298.