여행사 CRM마케팅과 고객가치에 따른 재구매 영향에 관한 연구

• 영문명: The Effects of CRM Marketing of Travel Agency and Customer Value on Repurchase Intentions and Behaviors
• 발행기관: 한국관광학회
• 저자명: 金召恩 張喜貞
• 간행물 정보: 『관광학연구』제33권 제1호, 401~421쪽, 전체 21쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2009.02.28

영문 초록

This paper is to suggest affecting factors on travel agencies’ CRM and to analyze the effect on re-buying intention, while comprehending affecting factors on travel agency’s customer value and prove the customer value. Authors suggest that it’s important to execute CRM appropriate to customers by catching the quality of relationship and customer’s needs though it’s important to implement the current generalized technical CRM environment at travel agencies. They suggest also that a travel agency should consider economical side, convenient usage and entertainment to create a customer’s positive value because the value of economical efficiency, convenience & entertainment is evaluated as important travel agency’s customer value in the field of service value.

목차

Ⅰ. 서론

Ⅱ. 이론적 고찰

Ⅲ. 실증조사와 분석

Ⅳ. 결론 및 시사점

참고문헌

키워드

여행사 CRM 고객가치 관계의질 보상 전환비용 Travel agency consumer relationship management Customer value Quality of relationship Conpensation conversion expenses