Online relationship marketing by Singapore hotel websites

Journal of Travel and Tourism Marketing

Volumn 20, Issue 3-4, 2006, Pages 1-19

  Gan, Lydia ^a   Sim, C J ^b   Tan, H L ^b   Tan, Janice ^b  

^a NANYANG TECHNOLOGICAL UNIVERSITY   (Singapore)

^b NANYANG TECHNOLOGICAL UNIVERSITY   (Singapore)

Author keywords

Hotels; Internet marketing; Marketing strategies; Relationship marketing

Indexed keywords

EID: 34250197176     PISSN: 10548408     EISSN: None     Source Type: Journal    
DOI: 10.1300/J073v20n03_01     Document Type: Article

References (78)

1. Alba, J., Lynch, J., Weitz, B., Janiszewski, C., Lutz, R., Sawyer, A. et al. (1997). Interactive home shopping: Consumer, retailer, and manufacturer incentives to participate in electronic market places. Journal of Marketing, 61(3), 38-53.
2. Barnes, J. G. (1995). Establishing relationships-Getting closer to the customer may be more difficult than you think. Irish Marketing Review, 8, 107-116.
3. Barnes, J. G., & Cumby, J. A. (1993, October). The cost of quality in service-oriented companies: Making better customer service decisions through improved cost information. Paper presented at the ASB Conference, Iowa City, Iowa.
4. Berry, L. T., Shostak, G. L., & Upah, G. D. (1983). Emerging perspectives in services marketing. Chicago, IL: American Marketing Association.
5. Bitner, M. J. (2001). Self-service technologies: What do customers expect? Marketing Management, 10(1), 10-11.
6. Burgess, L., & Copper, J. (2000, November). Extending the viability of MICA (model of internet commerce adoption) as a metric for explaining the process of business adoption of internet commerce. Paper presented at the International Conference on Telecommunications and Electronic Commerce, Dallas.
7. Callaghan, M., McPhail, J., & Yau, O. H. M. (1995, July). Dimensions of a relationship marketing orientation. Proceedings of the Seventh Biannual World Marketing Congress, Melbourne.
8. Collens, G., & Murphy, J. (2002). Marketing hospitality web sites. Hospitality Review, 20(1), 15-31.
9. Countryman, C. C. (1999, November). Content analysis of state tourism web sites and the application of marketing concepts. Proceedings of the Fourth Annual Conference on Graduate Education/Graduate Student Research in Hospitality & Tourism, Las Vegas.
10. Crede, A. (1995). Electronic commerce and the banking industry: The requirements and opportunities for new payment systems using the internet. Journal of Computermediated Communication, 1(3). Retrieved September 23, 2003, from http://www.usc.edu/dept/arnenberg/ journal.html/
11. Dann, S., & Dann, S. (2001). Strategic Internet marketing. Brisbane: John Wiley & Sons Australia Ltd.
12. Evans, J. R., & Laskin, R. L. (1994). The relationship marketing process: A conceptualization and application. Industrial Marketing Management, 23(5), 439-452.
13. Frey, S., Schegg, R., & Murphy, J. (2003). E-mail customer service in the Swiss hotel industry. Tourism and Hospitality Research, 4(3), 197-212.
14. Ganesan, S. (1994). Determinants of long-term orientation in buyer-seller relationships. Journal of Marketing, 58(2), 1-19.
15. Gilbert, D. C. (1996). Relationship marketing and airline loyalty schemes. Tourism Management, 17(8), 575-582.
16. Gilbert, D. C., & Powell-Perry, J. (2003). Exploring developments in web based relationship marketing within the hotel industry. Journal of Hospitality & Leisure Marketing, 10(3/4), 5-24.
17. Gilbert, D. C., Powell-Perry, J., & Widijoso, S. (1999). Approaches by hotels to the use of the Internet as a relationship marketing tool. Journal of Marketing Practice: Applied Marketing Science, 5(1), 21-38.
18. Gilpin, S. C. (1996). Hospitality. In F. Buttle (Ed.), Relationship marketing: Theory and practice (pp. 145-158). London: Paul Chapman.
19. Grönroos, C. (1994). From marketing mix to relationship marketing: Towards a paradigm shift in marketing. Management Decision, 32(2), 4-20.
20. Gruen, T. (1995). The outcome set of relationship marketing in consumer markets. International Business Review, 4(4), 447-469.
21. Hart, C., Doherty, N., & Ellis-Chadwick, F. (2000). Retailer adoption of the internet-implications for retailing marketing. European Journal of Marketing, 34(8), 954-974.
22. Hensdill, C. (1997). What is new in technology? Hotels, 31(6), 75-78.
23. Hird, S. A. (1997). Hoteliers find initial success on the web. Hotels, 31(2), 64.
24. Hoffman, D. L., & Novak, T. P. (1996). Marketing in hypermedia computer-mediated environments: Conceptual foundations. Journal of Marketing, 60(3), 50-68.
25. Hoteliers told of net assets. (1996, April 25). Caterer & Hotelkeeper, 185.
26. Hyatt Hotel Website. (2003). Retrieved November 3, 2003, from http://www.hyatt.com
27. Internet Software Consortium. (2003). Currently known as Internet Systems Consortium: Various data files on Internet domain survey host count. Retrieved September 15, 2003, from http://www.isc.org/ index.pl?/ops/ds/
28. Internet World Stats. (2005). Retrieved March 21, 2005, from http://www.internetworldstats.com/
29. Juttner, U., & Wehrli, H. P. (1994). Relationship marketing from a value system perspective. International Journal of Service Industry Management, 5(5), 54-73.
30. Kandampully, J., & Duddy, R. (1999). Relationship marketing: A concept beyond the primary relationship. Marketing Intelligence & Planning, 17(7), 315.
31. Kerber, R. (1996, February 7). Litigious crusader uses checks to ensure no junk is in the mail. Wall Street Journal, p. B1.
32. Klassen, M. L. (2003). Relationship marketing on the internet: The case of top- and lower-ranked US universities and colleges. Journal of Retailing and Consumer Services, 9(2), 81-85.
33. Koiranen, M. (1995). Custopreneurship coalitions in relationship marketing. In N. Juha (Ed.), Understanding stakeholder thinking (pp. 184-194). Finland: LSR-Publications.
34. Kotler, P., & Armstrong, G. (1999). Principle of marketing. New Jersey: Prentice-Hall Inc.
35. Kotler, P., Bowen, J. T., & Makens, J. C. (1996). Marketing for hospitality and tourism. Upper Saddle River, N.J.: Prentice Hall Inc.
36. Kotler, P., Jain, D. C., & Maesincee, S. (2002). Marketing moves. Boston: Harvard Business School Press.
37. Kowtha, N. R., & Choon, T. W. I. (2001). Determinants of web site development: A study of electronic commerce in Singapore. Information and Management, 39(3), 227-242.
38. Law, R., & Leung, R. (2000). A study of airline's online reservation services on the Internet. Journal of Travel Research, 39(2), 202-211.
39. Lewis, R. C., & Chambers, R. E. (1989). Marketing leadership in hospitality. New York: Van Nostrand Reinhold.
40. Liswood, L. A. (1989). A new system for rating service quality. Journal of Business Strategy, 10(4), 42-45.
41. Luck, D., & Lancaster, G. (2003). E-CRM: Customer relationship marketing in the hotel industry. Managerial Auditing Journal, 18(3), 213-231.
42. Morgan, R. M., & Hunt, S. D. (1994). The commitment-trust theory of relationship marketing. Journal of Marketing, 58(3), 20-38.
43. Morgan, R. M., & Hunt, S. (1999). Relationship-based competitive advantage: The role of relationship marketing in marketing strategy. Journal of Business Research, 46(3), 281-290.
44. Murphy, J., Forrest, E. J., Wotring, C. E., & Brymer, R. A. (1996). Hotel management and marketing on the Internet. Cornell Hotel and Restaurant Administration Quarterly, 37(3), 70-82.
45. Murphy, J., Olaru, D., Schegg, R., & Frey, S. (2003). The bandwagon effect: Swiss hotels' web-site and e-mail management. Cornell Hotel and Restaurant Administration Quarterly, 44(1), 71-87.
46. Network Wizards. (2003). Retrieved July 17, 2003, from http://www.nw.com/
47. Ngini, C. U., Furnell, S. M., & Ghita, B. V. (2002). Accessing the global accessibility of the Internet. Internet research: Electronic networking applications and policy, 12(4), 329-338.
48. Olsen, M. D., & Connolly, D. J. (2000). Experience-based travel. Cornell Hotel and Restaurant Administration Quarterly, 41(1), 30-40.
49. Pallab, P. (1996). Marketing on the Internet. Journal of Consumer Marketing, 13(4), 27-39.
50. Park, C., & Sohn, H. S. (2000, June). Cyber tourism marketing: A content analysis of travel agency web-sites in Korea and its implication Paper presented in the Sixth Asia Pacific Tourism Association Conference, Phuket, Thailand.
51. Parsons, A. J., Zeisser, M., & Waitman, R. (1996). Organizing for digital marketing. The McKinsey Quarterly, 4, 185-193.
52. Prabhaker, P. R. (2000). Who owns the online consumer? Journal of Consumer Marketing, 17(2/3), 158-169.
53. Reichheld, F. F. (1993, March 1). Loyalty-based management. Harvard Business Review, pp. 64-73.
54. Roger, E. (1995). Diffusion of innovation (4th ed.). New York: The Free Press.
55. Rosenberg, L. J., & Czepiel, J. A. (1984). A marketing approach to customer retention. Journal of Consumer Marketing, 1(2), 45-51.
56. Rowe, W. G., & Barnes, J. G. (1998). Relationship marketing and sustained competitive advantage. Journal of Market Focused Management, 2(3), 281-297.
57. Salvisberg, A., Klarer, U., & Sacchi, S. (2001). Une exploitation inegale des sites internet par les enterprises en Suisse. La ie economique-Revue de poltique economique, 2, 53-60.
58. Schneider, G. P., & Perry, J. T. (2000). Electronic commerce. Cambridge, MA: Course Technology.
59. Shundigg, S. (1997). Guestroom Internet experiments abound. Hotels, 31(2), 62.
60. Sin, L. Y. M., Tse, A. C. B., Yau, O. H. M., Lee, J. S. Y., & Chow, R. (2002). The effect of relationship marketing orientation on business performance in a service-oriented economy. Journal of Services Marketing, 16(7), 656-676.
61. Singapore Hotel Reservation. (2003). Retrieved August 6, 2003, from http://www.singaporehotelreservation.com/
62. Sinha, I. (2000). Cost transparency: The net's real threat to prices and brands. Harvard Business Review, 78(2), 43-50.
63. Strauss, J., & Hill, D. J. (2001). Consumer complaints by email: An exploratory investigation of corporate responses and customer reactions. Journal of Interactive Marketing, 15(1), 63-73.
64. Strong, C. (2000). WAP it to me say internet users: Internet survey Retrieved September 24, 2003, from www.nop.co.uk/survey/
65. Sui, J. J., & Baloglu, S. (2003). The role of emotional commitment in relationship marketing: An empirical investigation of a loyalty model for casinos. Journal of Hospitality & Tourism Research, 27(4), 470-489.
66. Szymanski, D. M., & Henard, D. H. (2001). Customer satisfaction: A meta-analysis of the empirical evidence. Journal of the Academy of Marketing Science, 29(1), 16-35.
67. Teo, T. S. H., & Pian, Y. (2004). A model for web adoption. Information and Management, 41(4), 457-468.
68. Travel Industry Association of America. (2003). Retrieved October 14, 2003, from http://www.tia.org/
69. Walle, A. H. (1996). Tourism and the internet: Opportunities for direct marketing. Journal of Travel Research, 35(1), 72-77.
70. Walters, D., & Lancaster, G. (1999a). Using the Internet as a channel for commerce. Management Decision, 37(10), 800-816.
71. Walters, D., & Lancaster, G. (1999b). Value-based marketing and its usefulness to customers. Management Decisions, 37(9), 697-708.
72. Webster, F. E., Jr. (1992). The changing role of marketing in the corporation. Journal of Marketing, 56(4), 1-17.
73. Wilson, D. T. (1995). An integrated model of buyer-seller relationships. Journal of the Academy of Marketing Science, 23(4), 335-345.
74. Worldwide Technology Survey. (1998). Retrieved October 2, 2003, from http://www.hotelsmag.com/
75. Yau, O., Lee, J., Chow, R., Sin, L., & Tse, A. (2000). Relationship marketing: The Chinese way. Business Horizon, 43(1), 16-24.
76. Zeithaml, V. A., & Bitner, M. J. (2000). Services marketing: Integrating customer focus across the firm. New York: McGraw Hill Inc.
77. Zettelmeyer, F. (2000). Expanding to the Internet: Pricing and communications strategies when firms compete on multiple channels. Journal of Marketing Research, 37(3), 292-308.
78. Zinkhan, G. M. (2002). Relationship marketing: Theory and implementation. Journal of Market-Focused Management, 5(2), 83-89.