Signaling Service Quality via Website e-CRM Features: More Gains for Smaller and Lesser Known Hotels [Summary]
| dc.contributor.author | Kamruzzaman, Md | en |
| dc.date.accessioned | 2020-03-18T18:54:05Z | en |
| dc.date.available | 2020-03-18T18:54:05Z | en |
| dc.date.issued | 2020-03-18 | en |
| dc.description.abstract | This article presents two studies on the signaling effects of hotel e-CRM quality. Study 1 found positive effects of e-CRM quality on potential customers’ expectations for hotel service quality, trust in and satisfaction with the hotel website, and purchase intentions from the website. Study 2 found positive relationships between basic, proactive, and partnership e-CRM and hotel rank as reported on TripAdvisor.com. Both studies found that smaller hotels and hotels with lesser known brands benefited more from developing websites with higher e-CRM quality. "This article summary is distributed under a Creative Commons Attribution 4.0 license (CC BY). | en |
| dc.identifier.uri | http://hdl.handle.net/10919/97355 | en |
| dc.language.iso | en | en |
| dc.publisher | Virginia Tech | en |
| dc.rights | Creative Commons Attribution 4.0 International | en |
| dc.rights.uri | http://creativecommons.org/licenses/by/4.0/ | en |
| dc.subject | signaling theory | en |
| dc.subject | electronic customer relationship management | en |
| dc.subject | e-CRM | en |
| dc.subject | website quality | en |
| dc.title | Signaling Service Quality via Website e-CRM Features: More Gains for Smaller and Lesser Known Hotels [Summary] | en |
| dc.type | Summary | en |
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