관광산업에서의 인터넷 활용정도가 고객관계 구축 성과에 미치는 영향

• 영문명: Building Customer Relationships over the Internet in the Tourism Industry
• 발행기관: 한국관광학회
• 저자명: 김도환 김홍범 김남현
• 간행물 정보: 『관광학연구』제27권 제4호, 85~103쪽, 전체 19쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2004.02.29

영문 초록

This study presented a theoretical and empirical analysis of the contributions of the Internet in establishing successful customer- relationships. Six factors were identified as key concepts in influencing customer-relationships on the Internet. The impact of the Internet on customer-relationships in the domestic tourism industry was examined and compared with hotels, airlines, and travel agencies. Results indicated that interactivity, accessibility, user-to-user communities, loyalty programs, and transfer of information were key factors in successful customer-relationship performance. Furthermore, the comparative analysis revealed that the significant Internet activity factors in airlines were distinctively characterized against those of hotels and travel agencies.

목차

ABSTRACT

Ⅰ. 서론

Ⅱ. 기존 문헌의 이론적 고찰

Ⅲ. 연구 모형 및 방법

Ⅳ. 연구 분석 및 결과

Ⅴ. 결론

참고문헌

키워드

고객관계관리 인터넷 활용 관광산업