여행․호텔․항공․외식업의 e-CRM 활동에 관한 탐색적 연구

• 영문명: An exploratory study of the electronic-CRM activities in tourism industry: The case of Travel agencies, Hotels, Airlines and Restaurants
• 발행기관: 한국관광학회
• 저자명: 황수영 김성혁
• 간행물 정보: 『관광학연구』제32권 제6호, 383~403쪽, 전체 21쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2008.12.31

영문 초록

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.

목차

I. 서론

II. 연구개념 및 이론적 배경

III. 연구설계

V. 요약 및 시사점

참고문헌

키워드

CRM e-CRM 관광산업 탐색적 연구 심층면접 전문가 Customer Relationship Management electronic Customer Relationship Management Tourism industry Exploratory study In-depth interviews Experts