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@article{ART001307548},
author={Hwang Soo Young and Kim, Sung Hyuk},
title={An exploratory study of the electronic-CRM activities in tourism industry: The case of Travel agencies, Hotels, Airlines and Restaurants},
journal={Journal of Tourism Sciences},
issn={1226-0533},
year={2008},
volume={32},
number={6},
pages={383-403}

TY - JOUR
AU - Hwang Soo Young
AU - Kim, Sung Hyuk
TI - An exploratory study of the electronic-CRM activities in tourism industry: The case of Travel agencies, Hotels, Airlines and Restaurants
JO - Journal of Tourism Sciences
PY - 2008
VL - 32
IS - 6
PB - The Tourism Sciences Society Of Korea
SP - 383
EP - 403
SN - 1226-0533
AB - This study is to investigate the availability of electronic customer relationship management(e-CRM) activities on four types of tourism related organizations including travel agencies, hotels, airlines and restaurants. The survey was conducted from August 1st to August 30th, 2007. In order to examine those activities, this study used the expert survey based on the in-depth interviews chosen since the goal of this study was to evaluate the e-CRM activities by collecting opinions and information from the experts and finding the consensus among them. Authors found that the travel agencies and airlines had significantly excellent in doing the e-CRM activities. However, most of them were found poorly operated in the hotels and restaurants because of various reasons.
KW - Customer Relationship Management; electronic Customer Relationship Management; Tourism industry; Exploratory study; In-depth interviews; Experts
DO -
UR -
ER -

Hwang Soo Young and Kim, Sung Hyuk. (2008). An exploratory study of the electronic-CRM activities in tourism industry: The case of Travel agencies, Hotels, Airlines and Restaurants. Journal of Tourism Sciences, 32(6), 383-403.

Hwang Soo Young and Kim, Sung Hyuk. 2008, "An exploratory study of the electronic-CRM activities in tourism industry: The case of Travel agencies, Hotels, Airlines and Restaurants", Journal of Tourism Sciences, vol.32, no.6 pp.383-403.

Hwang Soo Young, Kim, Sung Hyuk "An exploratory study of the electronic-CRM activities in tourism industry: The case of Travel agencies, Hotels, Airlines and Restaurants" Journal of Tourism Sciences 32.6 pp.383-403 (2008) : 383.

Hwang Soo Young, Kim, Sung Hyuk. An exploratory study of the electronic-CRM activities in tourism industry: The case of Travel agencies, Hotels, Airlines and Restaurants. 2008; 32(6), 383-403.

Hwang Soo Young and Kim, Sung Hyuk. "An exploratory study of the electronic-CRM activities in tourism industry: The case of Travel agencies, Hotels, Airlines and Restaurants" Journal of Tourism Sciences 32, no.6 (2008) : 383-403.

Hwang Soo Young; Kim, Sung Hyuk. An exploratory study of the electronic-CRM activities in tourism industry: The case of Travel agencies, Hotels, Airlines and Restaurants. Journal of Tourism Sciences, 32(6), 383-403.

Hwang Soo Young; Kim, Sung Hyuk. An exploratory study of the electronic-CRM activities in tourism industry: The case of Travel agencies, Hotels, Airlines and Restaurants. Journal of Tourism Sciences. 2008; 32(6) 383-403.

Hwang Soo Young, Kim, Sung Hyuk. An exploratory study of the electronic-CRM activities in tourism industry: The case of Travel agencies, Hotels, Airlines and Restaurants. 2008; 32(6), 383-403.

Hwang Soo Young and Kim, Sung Hyuk. "An exploratory study of the electronic-CRM activities in tourism industry: The case of Travel agencies, Hotels, Airlines and Restaurants" Journal of Tourism Sciences 32, no.6 (2008) : 383-403.