Predicting Browsers and Purchasers of Hotel Websites

Wu, Edmond H. C.; Law, Rob; Jiang, Brianda

doi:10.1177/1938965512468225

Cited by 28 publications

(17 citation statements)

References 23 publications

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“…The manipulated factors were hotel e-CRM quality (low vs. high) and hotel size (small vs. large) in Experiment 1 and hotel e-CRM quality (low vs. high) and hotel brand (local independent vs. global chain) in Experiment 2. Previous research shows that better educated customers are more likely to visit and purchase from hotel websites (Wu, Law, & Jiang, 2013), so undergraduate and graduate students from various business programs were recruited to participate in the experiments. Most participants had experience traveling to one or more of the four cities chosen for this research, suggesting that they were familiar with the destinations.…”

Section: Study 1 Signaling Effects Of E-crm Quality: Evidence From Lmentioning

confidence: 99%

Signaling Service Quality via Website e-CRM Features

Tian

Wang

2016

Journal of Hospitality & Tourism Research

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This article evaluates the electronic customer relationship management (e-CRM) features on hotel websites and examines the effectiveness of e-CRM quality as a signal that conveys information about unobservable hotel service quality. Complementary findings from two studies are presented. In Study 1, the results from lab experiments show that hotel e-CRM quality had positive effects on potential customers' expectations for service quality, trust in and satisfaction with the hotel website, and intentions to purchase from the website. In Study 2, observational data collected from an influential hotel review website show a positive relationship between a hotel's basic, proactive, and partnership e-CRM and the hotel's rank in its region. Both studies found that smaller hotels and hotels with lesser known brands benefited more from better e-CRM. These findings suggest that a well-designed e-CRM system may help less visible hotels to gain advantages in the increasingly competitive online marketplace.

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Section: Study 1 Signaling Effects Of E-crm Quality: Evidence From Lmentioning

confidence: 99%

Signaling Service Quality via Website e-CRM Features

Tian

Wang

2016

Journal of Hospitality & Tourism Research

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“…Although travellers use OTAs to search for information about a particular hotel, they often book the room on the hotel's website or by telephone (Wu, Law & Jiang, 2013), preferring personal contact, being able to negotiate the price to obtain more attractive prices than those published online. In order to induce consumers to book in their portal, OTAs usually offer special discounts or promote travel packages (Toh, DeKay & Raven, 2011).…”

Section: Online Distribution Channels: Otasmentioning

confidence: 99%

Online travel agencies: factors influencing tourist purchase decision

Pinto

Castro

2019

TMS

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This study sought to analyse tourists' purchasing behaviours involving online travel agencies (OTAs) (i.e. Booking.com and Expedia.com). The research focused on identifying which factors most strongly influence buyers' decision making and whether the degree of importance given to factors changes according to tourists' sociodemographic, economic or travel characteristics. The results show that most tourists book their accommodations through OTAs mainly because browsing is easier and better prices are offered. The results further suggest that the most important factor when booking accommodations is price, although the overall buying process is quite complex. Online reviews, promotions and photos are also important. The importance online tourists give to price varies by age group, income and country of residence. Online reviews are significant regardless of tourists' characteristics, except for age. Cluster analyses additionally revealed three different tourist segments based on the importance given to price, online reviews, promotions and photos.

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“…Wu et al, 2013;Shuai and Wu, 2011) , stated that the lodging business characterized as customer-oriented and information intensive, take advantage of the potential the hotel website can provide. Bui et al, (2014) stated that online hotel sales account represent 57% of all sales.…”

mentioning

confidence: 99%

Studying the Impact of Egyptian Hotels Websites Marketing on Customers E-Satisfaction

Awadallah¹,

Saad²

2017

IJITCS

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The purpose of this research is to study the impact of Egyptian hotels' websites marketing on customer e-satisfaction and how to achieve e-loyalty through focusing on e-satisfaction success factors (website information quality, system convenience, system safety, service quality, expectations and perceptions for hotel services and facilities, and intention to revisit).In this study, convenience sample was used in order to achieve the aim and objective of this study. A self-administered questionnaire with customers was designed as the research instrument for collecting primary data. This questionnaire included items pertaining to the customers' demographic data, evaluating level of their E-satisfaction regarding Egyptian hotels' websites marketing. Four hundred fifty forms were distributed in fifteen investigated hotels; thirty forms in each hotel; among them 430 forms valid for analysis (96%). The study focused on five star hotels.The findings revealed that the most of the customers were dissatisfied about websites marketing in the Egyptian hotels (i.e. dynamic contents, navigation, access, and security of sensitive information, payment options, and their Perceptions of services and facilities after visiting the hotel during stay). Also, most of the customers disagreed to revisit the hotel, and disagreed to suggest to friends and relatives to visit the hotel. Enhancing quality of the marketing websites in the hospitality business leads to sustaining hotel -customer relationship, customers E-satisfaction, E-loyalty, increasing the number of new customers and, improve the brand image of the Egyptian hotels, and consequently achieve profitability.

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Predicting Browsers and Purchasers of Hotel Websites

Cited by 28 publications

References 23 publications

Signaling Service Quality via Website e-CRM Features

Signaling Service Quality via Website e-CRM Features

Online travel agencies: factors influencing tourist purchase decision

Studying the Impact of Egyptian Hotels Websites Marketing on Customers E-Satisfaction

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