Website evaluation in tourism and hospitality: The art is not yet stated

Journal of Travel and Tourism Marketing

Volumn 17, Issue 2-3, 2005, Pages 233-251

  Morrison, Alastair M ^a   Taylor, J Stephen ^b   Douglas, Alecia ^c  

^a PURDUE UNIVERSITY   (United States)

^b UNIVERSITY OF STRATHCLYDE   (United Kingdom)

^c UNIVERSITY OF DELAWARE   (United States)

Author keywords

Balanced scorecard (BSC); Critical success factors(CSFs); Effectiveness; Efficiency; Formative evaluation; Summative evaluation; Web metrics; Website evaluation

Indexed keywords

EID: 84900277139     PISSN: 10548408     EISSN: None     Source Type: Journal    
DOI: 10.1300/J073v17n02_18     Document Type: Article

References (50)

1. Benckendorff, P. J., and Black, N. L. (2000). Destination marketing on the Internet: A case study of Australian Regional Tourism Authorities. Journal of Tourism Studies, 11 (1), 11-21.
2. Blum, V., and Fallon, J. (2002). Welsh visitor attraction Websites: Multipurpose tools or technological tokenism. Information Technology and Tourism, 4,191-201.
3. Bonn, M. A., Furr, H. L., and Susskind, A. M. (1998). Using the Internet as a pleasure travel planning tool: An examination of the sociodemographic and behavioral characteristics among Internet users and nonusers. Journal of Hospitality and Tourism Research, 22 (3), 303-317.
4. Bonn, M. A., Furr, H. L., and Susskind, A. M. (1999). Predicting a behavioral profile for pleasure travelers on the basis of Internet use segmentation. Journal of Travel Research, 37 (4), 333-340.
5. Bourne, M. (2002). The emperor’s new scorecard. Financial World. Retrieved April 2, 2003, Cano, V., and Prentice, R. (1998). Opportunities for endearment to place through electronic ‘visiting’: WWW homepages and the promotion of Scotland. Tourism Management, 19 (1), 67-73.
6. Connolly, D. J., Olsen, M. D., and Moore, R. G. (1998). The Internet as a distribution channel. Cornell Hotel and Restaurant Administration Quarterly, 39 (4), 42-54.
7. Choi, Y. S. (2003). The Web marketing strategy for fine dining restaurants. Advances in Hospitality and Tourism Research, Volume 8: Proceedings of the AnnualGraduate Education and Graduate Student Research Conference in Hospitality and Tourism, 98-99.
8. Chung, T., and Law, R. (2003). Developing a performance indicator for hotel Websites. International Journal of Hospitality Management, 22, 119-125.
9. Countryman, C. C. (1999). Content analysis of state tourism Websites and the application of marketing concepts. Advances in Hospitality and Tourism Research, Volume 4: Proceedings of the Annual Graduate Conference in Hospitality and Tourism, 210-218.
10. Daniel, R. H. (1961). Management data crisis. Harvard Business Review. Sept-Oct, 111-112.
11. Denton, G., and White, B. (2000). Implementing a bal- anced-scorecard approach to managing hotel operations. Cornell Hotel and Restaurant Administration Quarterly, 41 (1), 94-107.
12. Feng, R., Morrison, A. M., and Ismail, J. A. (2003). East versus west: A comparison of online destination marketing in China and the U.S. Journal of Vacation Marketing, 10 (1), 43-56.
13. Gilbert, D., and Powell-Perry, J. (2002). Exploring developments in Web based relationship marketing within the hotel industry. Journal of Hospitality and Leisure Marketing, 9 (3/4), 141-159.
14. Ho, J. (1997). Evaluating the World Wide Web: A global study of commercial sites. Journal of Computer-Mediated Communication, 3 (1). Retrieved September 25, 2002
15. Huotari, M.-L., and Wilson, T. D. (2001). Determining organizational information needs: The Critical Success Factors approach. Information Research, 6 (3). Retrieved October 10, 2002, Inan, H. (2002). Measuring the success of your Website. Frenchs Forest, NSW: Pearson Education Australia.
16. Ismail, J. A., Labropoulos, T., Mills, J. E., and Morrison, A. M. (2002). A snapshot in time: The marketing of culture in European Union NTO Websites. Tourism, Culture and Communication, 3 (3), 165-179.
17. Jeong, M., and Lambert, C. (2001). Adaptation of an information quality framework to measure customers’ behavioral intentions to use lodging Web sites. International Journal of Hospitality Management, 20 (2), 129-146.
18. Jung, H. S. (1999). The analysis of demographic profiles and prospects of Internet users in national tourism organization. Case study: Korea National Tourism Organization (KNTO). Information Technology and Tourism, 2, 131-138.
19. Kaplan, R. S., and Norton, D. P. (1992). The balanced scorecard-measures that drive performance. Harvard Business Review, January/February, 71-79.
20. Kaplan, R. S., and Norton, D. P. (1993). Putting the balanced scorecard to work. Harvard Business Review, September/October, 134-142.
21. Kasavana, M. L. (1997). Critiquing club Websites on the Internet. Club Management, November-Decem- ber, 63-70.
22. Kasavana, M. L. (2002). eMarketing: Restaurant Websites that click. Journal of Hospitality and Leisure Marketing, 9 (3/4), 161-178.
23. Kasavana, M. L., Knutson, B. J., and Polonowski, S. J. (1997). Netlurking: The future of hospitality Internet marketing. Journal of Hospitality and Leisure Marketing, 5 (1), 31-44.
24. Kim, D.-Y., Morrison, A. M., and Mills, J. E. (2002). Examining the Web-based marketing efforts of first-tier city convention centers in the U.S., in Wober, K., Frew, A. J., and Hitz, M. (eds.), Information and Communication Technologies in Tourism: 2002, 195-206.
25. Kim, D. Y., Morrison, A. M., and Mills, J. E. (2003). Tiers or tears? An evaluation of the Web-based marketing efforts of major city convention centers in the U.S. Journal ofConvention and Exhibition Management, in press.
26. Law, R., and Leung, R. (2000). A study of airlines’ online reservation services on the Internet. Journal of Travel Research, 39 (2), 202-211.
27. McLemore, C., and Mitchell, N. (2001). An Internet conversion study of www.arkansas.com: A state tourism Website. Journal ofVacation Marketing, 7 (3), 268-274.
28. Mills, J. E., and Morrison, A. M. (2000). Updated Balanced Score Card Instrument.
29. Mills, J. E., and Morrison, A. M. (2003). Measuring Customer Satisfaction with Online Travel. International Federation of Information and Communications Technologies in Tourism 2003 Conference Proceedings. Helsinki, Finland, January 27-February 1,2003.
30. Morrison, A. M., Taylor, J. S., Morrison, A. J., and Morrison, A. D. (1999). Marketing small hotels on the World Wide Web. Information Technology and Tourism, 2 (2), 97-113.
31. Murphy, J., Forrest, E. J., Wotring, C. E., and Brymer, R. A. (1996a). Hotel management and marketing on the Internet. Cornell Hotel and Restaurant Administration Quarterly, 37 (3), 70-82.
32. Murphy, J., Forrest, E. J., and Wotring, C. E. (1996b). Restaurant marketing on the Worldwide Web. Cornell Hotel and Restaurant Administration Quarterly, 37 (1), 61-71.
33. Nielsen, J., and Tahir, M. (2002). Homepage usability: 50 Websites deconstructed. Indianapolis: New Riders Publishing.
34. Niven, P. R. (2002). Balanced scorecard step-by-step: Maximizing performance and maintaining results. New York: John Wiley and Sons Inc.
35. Park, C. (2003). A content analysis of travel agency Websites in Korea. Asia Pacific Journal of Tourism Research, 7 (1), 11-18.
36. Patton, S. (2002). Web metrics that matter. Retrieved June 27, 2003
37. Perdue, R. R. (2001). Internet site evaluations: The influence of behavioral experience, existing images, and selected Website characteristics. Journal of Travel and Tourism Marketing, 11 (2/3), 21-38.
38. Randall Travel Marketing (2003). The 2001/02 annual tourism destination Website comparative study. Retrieved June 9, 2003
39. Rockart, J. F. (1979). Chief executives define their own data needs. Harvard Business Review, 57 (2), 238-241.
40. Rohm, H. (2002). Performance measurement in action. Perform, (2) 2, 2-5.
41. Smith, C., and Jenner, P. (1998). Tourism and the Internet. Travel and Tourism Analyst, 1, 62-81.
42. So, S.-I., and Morrison, A. M. (2002). Virtually there? An evaluation of the Websites of Asian national tourism organization. Tourism in Asia: Development, Marketing and Sustainability: The Fifth Biennial Conference, 539-549.
43. So, S.-I., and Morrison, A. M. (2003). Internet marketing in tourism in Asia: An evaluation of the performance of East Asian National Tourism Organization Websites. Journal of Hospitality and Leisure Marketing, in press.
44. Sterne, E. (2002). Web metrics. Proven methods for measuring Web site success. New York: Wiley Publishing, Inc.
45. Tierney, P. (2000). Internet-based evaluation of tourism Website effectiveness: Methodological issues and survey results. Journal of Travel Research, 39 (2), 212-219.
46. Tourism Nova Scotia (2002). Nova Scotia Tourism and Culture 2001 Nova Scotia Tourism Advertising Evaluation Study. Halifax, Nova Scotia.
47. Walle, A. H. (1996). Tourism and the Internet: Opportunities for direct marketing. Journal of Travel Research, 35 (1), 72-77.
48. Wan, C. S., Su, A., Y, and Shih, C. C. (2000). A study of Website content analysis of international tourist hotels and tour wholesalers in Taiwan. Advances in Hospitality and Tourism Research, Volume 5: Proceedings of the Annual Graduate Conference in Hospitality and Tourism Research, 132-137.
49. Weber, K., and Roehl, W. S. (1999). Profiling people searching for and purchasing travel products on the World Wide Web. Journal of Travel Research, 37 (3), 291-298.
50. Weeks, P., and Crouch, I. (1999). Sites for sore eyes: An analysis of Australian tourism and hospitality Websites. Information Technology and Tourism, 2, 153-172.