A Canonical Correlation Analysis of E-Relationship Marketing and Hotel Financial Performance

Tourism and Hospitality Research

Volumn 6, Issue 4, 2006, Pages 241-250

  Jang, Soocheong ^a   Hu, Clark ^b   Bai, Billy ^c  

^a PURDUE UNIVERSITY   (United States)

^b TEMPLE UNIVERSITY   (United States)

^c UNIVERSITY OF NEVADA   (United States)

Author keywords

canonical correlation analysis; e relationship marketing; financial performance; hotel companies; profitability; website development

Indexed keywords

EID: 85032069740     PISSN: 14673584     EISSN: 17429692     Source Type: Journal    
DOI: 10.1057/palgrave.thr.6050024     Document Type: Article

References (40)

1. Aijo T. S. (1996) ‘The Theoretical and Philosophical Underpinnings of Relationship Marketing: Environmental factors behind the changing marketing paradigm’, European Journal of Marketing, 30, 2, 8–18.
2. Bai B. Jang S. S. Hu C. (2003) ‘e-Relationship Marketing: An application to hotel website development’, in Qu H. (ed.) ‘I-CHRIE (International Council on Hotel, Restaurant, and Institutional Education) Conference’, Palm Springs, CA: International CHRIE.
3. Baloglu S. Weaver P. McCleary K. W. (1998) ‘Overlapping Product-Benefit Segments in the Lodging Industry: A canonical correlation approach’, International Journal of Contemporary Hospitality Management, 10, 4, 159–166.
4. Brodie R. J. Glynn M. S. Van Durme J. (2002) ‘Towards a Theory of Marketplace Equity: Integrating branding and relationship thinking with financial thinking’, Marketing Theory, 2, 1, 5–28.
5. Chung T. Law R. (2003) ‘Developing a Performance Indicator for Hotel Websites’, International Journal of Hospitality Management, 22, 1, 119–125.
6. Day G. S. Wensley R. (1988) ‘Assessing Advantage: A framework for diagnosing competitive superiority’, Journal of Marketing, 52, 2, 1–20.
7. Durkin M. G. Howcroft B. (2003) ‘Relationship Marketing in the Banking Sector: The impact of new technologies’, Marketing Intelligence & Planning, 21, 1, 61–71.
8. Ellinger A. E. Lynch D. F. Hansen J. D. (2003) ‘Firm Size, Web Site Content, and Financial Performance in the Transportation Industry’, Industrial Marketing Management, 32, 3, 177–185.
9. Feinberg R. A. Kadam R. Hokama L. Kim I. (2002) ‘The State of Electronic Customer Relationship Management in Retailing’, International Journal of Retail & Distribution Management, 30, 10, 470–481.
10. Gilbert D. C. Powell-Perry J. A. (2000) ‘A Current Overview of Web Based Marketing Within the Hotel Industry: Relationship marketing strategy for hotel group web sites’.
11. Gilbert D. C. Powell-Perry J. A. (2002) ‘Exploring Developments in Web-Based Relationship Marketing Within the Hotel Industry’, Journal of Hospitality & Leisure Marketing, 9, 3–4, 141–159.
12. Gilbert D. C. Powell-Perry J. A. Widijoso S. (1999) ‘Approaches by Hotels to the Use of the Internet as Relationship Marketing Tool’, Journal of Marketing Practice — Applied Marketing Science, 5, 1, 21–38.
13. Grönroos C. (1994) ‘From Marketing Mix to Relationship Marketing: Towards a paradigm shift in marketing’, Management Decision, 32, 2, 4–20.
14. Grönroos C. (1996) ‘Relationship Marketing: Strategic and tactical implications’, Management Decision, 34, 3, 5–14.
15. Grönroos C. (1999) ‘Relationship Marketing: Challenges for the organization’, Journal of Business Research, 46, 3, 327–335.
16. Gummesson E. (1997) ‘Relationship Marketing as a Paradigm Shift: Some conclusions from the 30R approach’, Management Decision, 35, 3–4, 267–272.
17. Gummesson E. (2002) ‘Relationship Marketing in the New Economy’, Journal of Relationship Marketing, 1, 1, 37–57.
18. Hair J. F. Jr. Anderson R. E. Tatham R. L. Black W. C. (1998) ‘Multivariate Data Analysis’, Upper Saddle River, NJ: Prentice-Hall, Inc.
19. Hennig-Thurau T. Hansen U. (2000) ‘Chapter 1: Relationship marketing — Some reflections on the state-of-the-art of the relational concept’, in Hennig-Thurau T. Hansen U. (eds.) ‘Relationship Marketing: Gaining competitive advantage through customer satisfaction and customer retention’, Berlin, Germany: Springer Verlag.
20. Hotel & Motel Management, (2001) ‘H&MM's top hotel companies listings’, Retrieved October 8, 2003, from http://www.hive4hospitality.com/hotelmotel/data/articlestandard/hotelmotel/092002/10850/article.pdf.
21. Kalwani M. U. Narayandas N. (1995) ‘Longterm Manufacturer-Supplier Relationships: Do they pay off for supplier firms?’ Journal of Marketing, 59, 1, 1–16.
22. Kandampully J. Duddy R. (1999) ‘Relationship Marketing: A concept beyond the primary relationship’, Marketing Intelligence & Planning, 17, 7, 312–323.
23. Kotler P. Armstrong G. (2004) ‘Chapter 1 —Marketing: Managing profitable customer relationships’, in ‘Principles of Marketing’, 10th edn. Upper Saddle River, NJ: Prentice-Hall, Inc.
24. Kotler P. Bowen J. T. Makens J. C. (2003) ‘Chapter 11: Building Customer Loyalty Through Quality.’, in ‘Marketing for Hospitality and Tourism’, 3rd edn. Upper Saddle River, NJ: Prentice-Hall, Inc.
25. Luck D. Lancaster G. (2003) ‘E-CRM: Customer relationship marketing in the hotel industry’, Managerial Auditing Journal, 18, 3, 213–231.
26. Morrison A. M. Taylor S. Morrison A. J. Morrison A. D. (1999) ‘Marketing Small Hotels on the World Wide Web’, Information Technology & Tourism, 2, 2, 97–113.
27. O'malley L. Tynan C. (2000) ‘Relationship Marketing in Consumer Markets Rhetoric or Reality?, European Journal of Marketing, 34, 7, 797–805.
28. Palmer A. J. Mayer R. (1996) ‘Relationship Marketing: A new paradigm for the travel and tourism sector?’ Journal of Vacation Marketing, 2, 4, 326–333.
29. Parvatiyar A. Sheth J. N. (2000) ‘Chapter 1 — The Domain and Conceptual Foundations of Relationship Marketing’, in Sheth J. N. Parvatiyar A. (eds.) ‘Handbook of Relationship Marketing’, Thousand Oaks, CA: Sage Publications, Inc.
30. Payne A. (1994) ‘Relationship Marketing — Making the customer count’, Managing Service Quality, 4, 6, 29–31.
31. Reichheld F. F. Sasser W. E. Jr (1990) ‘Zero Defections: Quality comes to services’, Harvard Business Review, 68, 5, 105–111.
32. Reinartz W.J. Kumar V. (2003) ‘The Impact of Customer Relationship Characteristics on Profitable Lifetime Duration’, Journal of Marketing, 67, 1, 77–99.
33. Ryals L. (2002) ‘Are Your Customers Worth More Than Money?’ Journal of Retailing and Consumer Services, 9, 5, 241–251.
34. Sargeant A. Mohamad M. (1999) ‘Business Performance in the UK Hotel Sector — Does it pay to be market oriented?’ Service Industries Journal, 19, 3, 42–59.
35. Sheth J. N. (2002) ‘The Future of Relationship Marketing’, Journal of Services Marketing, 16, 7, 590–592.
36. Sheth J. N. Parvatiyar A. (2002) ‘Evolving Relationship Marketing into a Discipline’, Journal of Relationship Marketing, 1, 1, 3–16.
37. Srirojanant S. Thirkell P. C. (1998) ‘Relationship Marketing and its Synergy with Web-Based Technologies’, Journal of Market-Focused Management, 3, 1, 23–46.
38. Stewart D. K. Love W. A. (1968) ‘A General Canonical Correlation Index’, Psychological Bulletin, 70, 3, 160–163.
39. Storbacka K. (2000) ‘Chapter 21 — Customer Profitability: Analysis and design issues’, in Sheth J. N. Parvatiyar A. (eds.) ‘Handbook of Relationship Marketing’, Thousand Oaks, CA: Sage Publications, Inc.
40. Van Raaij E. M. Vernooij M. J. A. Van Triest S. (2003) ‘The Implementation of Customer Profitability Analysis: A case study’, Industrial Marketing Management, 32, 7, 573–583.