Visitor relationship orientation of destination marketing organizations

Journal of Travel Research

Volumn 50, Issue 4, 2011, Pages 443-453

  Pike, Steven ^a   Murdy, Samantha ^a   Lings, Ian ^a  

^a QUEENSLAND UNIVERSITY OF TECHNOLOGY   (Australia)

Author keywords

CRM; destination loyalty; destination marketing; repeat visitors; tourism marketing; visitor relationship marketing; VRM

Indexed keywords

MARKETING; TOURISM DEVELOPMENT; TOURISM MARKET; TOURIST DESTINATION;

EID: 79958141126     PISSN: 00472875     EISSN: 15526763     Source Type: Journal    
DOI: 10.1177/0047287510368163     Document Type: Article

References (79)

1. Aaker, D.A. (1991). Managing Brand Equity. New York: Free Press.
2. Alegre, J., & J. Catalina. (2006). "Destination loyalty: Consumers' economic behaviour."Annals of Tourism Research, 33 (3): 684-706.
3. Alegre, J., and M. Cladera. (2006). "Repeat Visitation in Mature Sun and Sand Holiday Destinations."Journal of Travel Research, 44 (1): 288.
4. Anderson, James C., and David W. Gerbing. (1988). "Structural Equation Modelling in Practice: A Review and Recommended Two-Step Approach."Psychological Bulletin, 103 (3): 411-23.
5. Bagozzi, R.P., Y. Yi, and L.W. Phillips. (1991). "Assessing Construct Validity in Organizational Research."Administrative Science Quarterly, 36: 421-58.
6. Barclay, D., C. Higgins, and R. Thompson. (1995). "The Partial Least Squares (PLS) Approach to Causal Modeling: Personal Computer Adoption and Use as an Illustration."Technology Studies, 2 (2): 285-309.
7. Beaujean, M., J. Davidson, and S. Madge. (2006). "The 'Moment of Truth' in Customer Service."McKinsey Quarterly, 2006 (1): 62-73.
8. Bielski, L. (2003). "Taking CRM step-by-step."ABA Banking Journal, 95 (4): 57.
9. Blain, C., S. Levy, and J. Ritchie. (2005). "Destination Branding: Insights and Practices from Destination Management Organizations."Journal of Travel Research, 43 (4): 328-38.
10. Binggelt, U., S. Gupta, and C. de Pommes. (2002). "CRM in the Air."McKinsey Quarterly, 36 (2): 6-11.
11. Boo, S., J. Busser, & S. Baloglu. (2008). "A model of customer-based brand equity and its application to multiple destinations."Tourism Management, 30 (2): 219-31.
12. Bose, R. (2002). Customer relationship management: key components for IT success. Industrial Management & Data Systems, 102 (1/2): 89-97.
13. Boulding, W., R. Staelin, M. Ehret, and W. Johnston. (2005). "A Customer Relationship Management Roadmap: What Is known, Potential Pitfalls, and Where to Go."Journal of Marketing, 69 (2005): 155-66.
14. Chang, J., D. Yen, C.-Y. Ku, and D. Young. (2002). "Critical Issues in CRM Adoption and Implementation."International Journal of Services and Technology Management, 3 (3): 311-24.
15. Chen, J.S., and D. Gursoy. (2001). "An Investigation of Tourists' Destination Loyalty and Preferences."International Journal of Contemporary Hospitality Management, 13 (2): 79-85.
16. Chen, I., and K. Popovich. (2003). "Understanding Customer Relationship Management (CRM): People, Process and Technology."Process Management Journal, 9 (5): 672-88.
17. Chin Wynne W. (1998a). "Issues and Opinion on Structural Equation Modeling."MIS Quarterly, 22 (1): vii-xvi.
18. Chin, W.W. (1998b). "The Partial Least Squares Approach for Structural Equation Modeling."In Modern Methods for Business Research, edited by G. A. Marcoulides. Mahwah, NJ: Lawrence Erlbaum, pp. 295-336.
19. Chin W.W., and A. Gopal. (1995). "Adoption Intentions in GSS: Relative Importance of Beliefs."Database for Advanced Information Systems, 26 (2/3): 42-64.
20. Chon, K. (1990). "The Role of Destination Image in Tourism: A Review and Discussion."The Tourist Review, 45 (2): 2-9.
21. Dosen, D.O., T. Vranesevic, and D. Prebezac. (1998). "The Importance of Branding in the Development of Marketing Strategy of Croatia as Tourist Destination."Acta Turistica, 10 (2): 93-182.
22. Duncan, T. (2002). IMC: Using Advertising and Promotion to Build Brands. New York: McGraw-Hill.
23. Echtner, C.M., and J.R.B. Ritchie. (1991). "The Meaning and Measurement of Destination Image."Journal of Tourism Studies, 2 (2): 2-12.
24. Fakeye, P.C., and J.L. Crompton. (1991). "Image Differences between Prospective, First Time, and Repeat Visitors to the Lower Rio Grande Valley."Journal of Travel Research, 30: 10-16.
25. Fornell, Claes, and David Larcker. (1981). "Structural Equation Models with Unobservable Variables and Measurement Error: Algebra and Statistics."Journal of Marketing Research, 18(3): 382-88.
26. Frazer, L., and M. Lawley. (2000). Questionnaire Design & Administration: A Practical Guide. Brisbane: John Wiley & Sons Australia.
27. Gallarza, M.G., I.G. Saura, and H.C. Garcia. (2002). "Destination Image: Toward a Conceptual Framework."Annals of Tourism Research, 29 (1): 56-78.
28. Gerbing, David W., and James C. Anderson. (1988). "An Updated Paradigm for Scale Development Incorporating Unidimensionality and Its Assessment."Journal of Marketing Research, 25 (2): 361-70.
29. Gitelson, R., and J. Crompton. (1984). "Insights into the Repeat Vacation Phenomenon."Annals of Tourism Research, 11 (1): 199-217.
30. Gronroos, C. (1994). "From Marketing Mix to Relationship Marketing: Towards a Paradigm Shift in Marketing."Management Decision, 32 (2): 4-20.
31. Gyte, D.M., and A. Phelps. (1989). "Patterns of Destination Repeat Business: British Tourists in Mallorca, Spain."Journal of Travel Research, 28 (1): 24-28.
32. Hair, Joesph F., Jr., Ronald. E. Anderson, Rolph L. Tatham, and William. C. Black. (1998). Multivariate Data Analysis. 5th edition. Upper Saddle River, NJ: Prentice Hall.
33. Harris, R., L. Jago, and B. King. (2005). Case Studies in Tourism & Hospitality Marketing. Frenchs Forest, NSW Pearson.
34. Huang, H.H., and C.K. Chiu. (2006). "Exploring Customer Satisfaction, Trust and Destination Loyalty in Tourism."Journal of American Academy of Business, 10 (1): 156-59.
35. Kamakura, W., C. Mela, A. Ansari, A. Bodapati, P. Fader, R. Iyengar, Prasad Naik, Scott Nelsin, Boahong Sun, Peter Verhoef, Michel Wedel, and Ron Wilcox. (2005). "Choice Models and Customer Relationship Management."Marketing Letters, 16 (3/4): 279-91.
36. Keller, K.L. (2003). Strategic Brand Management. Upper Saddle River, NJ: Prentice Hall.
37. Kincaid, J.W. (2003). Customer Relationship Management-Getting It Right. Upper Saddle River, NJ: Prentice Hall PTR.
38. King, S., and T. Burgess. (2006). "Beyond Critical Success Factors: A Dynamic Model of Enterprise System Innovation."International Journal of Information Management, 26 (1): 59-69.
39. Kotler, P., J. Bowen, and J. Makens. (1999). Marketing for Hospitality and Tourism. 2nd edition. Upper Saddle River, NJ: Prentice Hall.
40. Lau, A.L.S., and B. McKercher. (2004). "Exploration versus Acquisition: A Comparison of First-Time and Repeat Visitors."Journal of Travel Research, 42 (2): 279-85.
41. Lin, C., K. Lin, Y. Huang, & W. Kuo. (2006). "Evaluation of Electronic Customer Relationship Management: The Critical Success Factors."The Business Review: Cambridge, 6 (2): 206-12.
42. Marchand, D. (2006). "Customer Relationship Management Challenging the Myth: Focus on People Not the Technology."Perspectives for Managers, 131 (1): 1-5.
43. McKercher, B., and Y.Y. Wong. (2004). "Understanding Tourism Behaviour: Examining the Combined Effects of Prior Visitation History and Destination Status."Journal of Travel Research 43 (2): 171-79.
44. McKenna, R. (1991). Relationship Marketing. London: Addison Wesley.
45. Milman, A., and A. Pizam. (1995). "The Role of Awareness and Familiarity With a Destination: The Central Florida Case."Journal of Travel Research, 33 (3): 21-27.
46. Morgan, N., A. Pritchard, and R. Pride. (2002). Destination Branding-Creating the Unique Destination Proposition. Oxford: Butterworth-Heinemann.
47. Morrison, A. (2002). Hospitality and Travel Marketing. 3rd edition. Albany, NY: Delmar.
48. Nicholls, C. (2000). "CRM Systems Provide Excellent Source for Research."Marketing News, 34 (19): 28-29.
49. Niininen, O., E. Szivas, and M. Riley. (2004). "Destination Loyalty and Repeat Behaviour: An Application of Optimum Stimulation Measurement."International Journal of Tourism Research, 6: 439-47.
50. O'Malley, L., and C. Tynan. (1999). "The Utility of the Relationship Metaphor in Consumer Markets: A Critical Evaluation."Journal of Marketing Management, 15: 587-602.
51. Oppermann, M. (1996). "Visitation of Tourism Attractions and Tourist Expenditure Patterns-Repeat versus First-Time Visitors."Asia Pacific Journal of Tourism Research, 1 (1): 61-68.
52. Oppermann, M. (1997). "First-Time and Repeat Visitors to New Zealand."Tourism Management, 18 (3): 177-81.
53. Oppermann, M. (2000). "Tourism Destination Loyalty."Journal of Travel Research, 39 (1): 78-84.
54. Ozgener, S., and R. Iraz. (2006). "Customer Relationship Management in Small-Medium Enterprises: The Case of Turkish Tourism Industry."Tourism Management, 27 (6): 1356-63.
55. Peppers, D., and M. Rogers. (2000). "Build a One-to-One Learning Relationship with Your Customers."Interactive Marketing, 1 (3): 243-50.
56. Park, S., and J. Petrick. (2006). "Destinations' Perspectives of Branding."Annals of Tourism Research, 33 (1): 262-65.
57. Pike, S. (2002). "Destination Image Analysis: A Review of 142 Papers from 1973-2000."Tourism Management, 23 (5): 541-49.
58. Pike, S. (2006). "Destination Decision Sets: A Longitudinal Comparison of Stated Destination Preferences and Actual Travel."Journal of Vacation Marketing, 12 (4): 319-28.
59. Pike, S. (2007a). "Repeat Visitors-An Exploratory Investigation of RTO Responses."Journal of Travel and Tourism Research, Spring: 1-13.
60. Pike, S. (2007b). "Destination Image Literature: 2001-2007."Acta Turistica, 19 (2): 107-25.
61. Pike, S. (2008). Destination Marketing. Burlington, MA: Butterworth-Heinemann.
62. Pritchard, A., and Morgan, N. (1998). "Mood Marketing-The New Destination Branding Strategy: A Case of Wales the Brand."Journal of Vacation Marketing, 4 (3): 215-29.
63. Pyo, S., J. Song, and H. Chang. (1998). "Implications of Repeat Visitor Patterns: The Cheju Island Case."Tourism Analysis, 3: 181-87.
64. Raman, P., C. Wittmann, and N. Rauseo. (2006). "Leveraging CRM for Sales: The Role of Organizational Capabilities in Successful CRM Implementation."Journal of Personal Selling and Sales Management, 26 (1): 39-53.
65. Ritchie, J.R.B., and G. Crouch. (2003). The Competitive Destination-A Sustainable Tourism Perspective. Oxon, UK: CABI Publishing.
66. Schaefer, D. and D. Dillman. (1998). "Development of a Standard E-mail Methodology."Public Opinion Quarterly, 62 (3): 378-97.
67. Schultz, D., S. Tannenbaum, and R. Lauterborn. (1993). Integrated Marketing Communications. Lincolnwood, IL: NTC.
68. Sigala, M. (2005). "Integrating Customer Relationship Management in Hotel Operations: Managerial and Operational Implications."Hospitality Management, 24 (2005): 391-413.
69. Sin, L., A. Tse, and F. Yim. (2005). "CRM: Conceptualization and Scale Development."European Journal of Marketing, 39 (11/12): 1264-1392.
70. Sheehan, K., and S. McMillan. (1999). "Response Variation in E-mail Surveys: An Exploration."Journal of Advertising Research, 39 (4): 45-54.
71. Sheth, J.N., & A. Parvatiyar. (1993). Relationship Marketing: Theory, Methods and Application. Atlanta, GA: Atlanta Centre for Relationship Marketing.
72. Stockdale, R. (2007). "Managing Customer Relationships in the Self-Service Environment of E-tourism."Journal of Vacation Marketing, 13 (3): 205-19.
73. Sue, V., and L. Ritter. (2007). Conducting Online Surveys. London: Sage.
74. Tourism Queensland. (2006). "Why do kiwis come to Queensland? "T.Q. News, 7 (Winter): 45-47.
75. Um, S., K. Chon, & Y. Ro. (2006). "Antecendents of revisit intention."Annals of Tourism Research, 33 (4): 1141-1158.
76. Weible, R., and J. Wallace (1998). "Cyber Research: The Impact of the Internet on Data Collection."Marketing Research, 10 (3): 19-31.
77. Wilson, H., E. Daniel, and M. McDonald. (2002). "Factors for Success in Customer Relationship Management (CRM) Systems."Journal of Marketing Management, 18 (1/2): 193-219.
78. Yoon, Y., & M. Uysal. (2005). "An examination of the effects of motivation and satisfaction on destination loyalty: A structural model."Tourism Management, 26 (1): 26-46.
79. Yuksel, A. (2000). "Managing Customer Retention: A Case of Tourism Destinations, Turkey."In Management, Marketing and the Political Economy of Travel and Tourism, edited by M. Robinson, N. Evans, P. Long, R. Sharpley, and J. Swarbrooke. Sunderland, UK: Business Education, pp. 974-977.