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@article{ART001388729},
author={Soo-Young Hwang},
title={The development of ‘ e-CRM activities scale in tourism industry ’ using a Delphi Method},
journal={Journal of Tourism Sciences},
issn={1226-0533},
year={2009},
volume={33},
number={5},
pages={453-475}

TY - JOUR
AU - Soo-Young Hwang
TI - The development of ‘ e-CRM activities scale in tourism industry ’ using a Delphi Method
JO - Journal of Tourism Sciences
PY - 2009
VL - 33
IS - 5
PB - The Tourism Sciences Society Of Korea
SP - 453
EP - 475
SN - 1226-0533
AB - Although the number of studies on e-CRM is gradually increasing, no measure to assess and evaluate e-CRM activities with reliable degrees of accuracy has been developed yet. Therefore, this study was conducted in order to develop a set of tools that can measure the performance of e-CRM activities in the tourism industry based on a comprehensive approach to the concepts and structural elements of e-CRM activities performed by tourism-related companies. In doing so, this study applied the categories of the e-CRM activities made in the existing literature, which are: e-Marketing, e-Sales, e-Service, e-Support, e-System. In order to develop the measures for e-CRM activities, this study used the expert survey based on the Delphi method. The experts interviewed included: fourteen employees with three or more years of experience in e-CRM in tourism-related businesses; three academic CRM experts and e-CRM consultants; and three engineers of e-CRM solution programs. This study finally conducted 'Tourism e-CRM activities scale' consisted of 57 items in total.
KW - e-CRM scale development;Delphi method;Tourism industry
DO -
UR -
ER -

Soo-Young Hwang. (2009). The development of ‘ e-CRM activities scale in tourism industry ’ using a Delphi Method. Journal of Tourism Sciences, 33(5), 453-475.

Soo-Young Hwang. 2009, "The development of ‘ e-CRM activities scale in tourism industry ’ using a Delphi Method", Journal of Tourism Sciences, vol.33, no.5 pp.453-475.

Soo-Young Hwang "The development of ‘ e-CRM activities scale in tourism industry ’ using a Delphi Method" Journal of Tourism Sciences 33.5 pp.453-475 (2009) : 453.

Soo-Young Hwang. The development of ‘ e-CRM activities scale in tourism industry ’ using a Delphi Method. 2009; 33(5), 453-475.

Soo-Young Hwang. "The development of ‘ e-CRM activities scale in tourism industry ’ using a Delphi Method" Journal of Tourism Sciences 33, no.5 (2009) : 453-475.

Soo-Young Hwang. The development of ‘ e-CRM activities scale in tourism industry ’ using a Delphi Method. Journal of Tourism Sciences, 33(5), 453-475.

Soo-Young Hwang. The development of ‘ e-CRM activities scale in tourism industry ’ using a Delphi Method. Journal of Tourism Sciences. 2009; 33(5) 453-475.

Soo-Young Hwang. The development of ‘ e-CRM activities scale in tourism industry ’ using a Delphi Method. 2009; 33(5), 453-475.

Soo-Young Hwang. "The development of ‘ e-CRM activities scale in tourism industry ’ using a Delphi Method" Journal of Tourism Sciences 33, no.5 (2009) : 453-475.