Record Details

THE IMPACT OF ONLINE BOOKING SYSTEMS ON CUSTOMER LOYALTY IN ROMANIA

Revista de Turism - Studiisicercetari in Turism

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Title THE IMPACT OF ONLINE BOOKING SYSTEMS ON CUSTOMER LOYALTY IN ROMANIA
 
Creator AGHEORGHIESEI (CORODEANU), Daniela Tatiana; "Alexandru Ioan Cuza" University, Iaşi, Romania
INESON, Elizabeth; Metopolitan Manchester University, United Kingdom
 
Subject Disintermediation; Romania; Travel agents; Strategies for customer loyalty; Online booking
 
Description The evolution of the Internet as a distribution channel is apparent in Romania as the number of Internet users and card holders increases. This paper discusses the results of questionnaire and interview based research on the perceptions of 65 managers’ of "brick and mortar" as opposed to virtual travel agencies’ of the so-called phenomenon of"disintermediation" and its expansion or, in other words, the competitive impact of online bookings on customer loyalty and business and communication strategies used to protect themselves from its consequences. In spite of the increase by 10% of the use of Internet each year, more than half of the respondents are convinced that they can adapt their services, products and operations to retain their loyal customers.
 
Publisher Editura Universitatii Stefan cel Mare din Suceava
 
Date 2011-06-20
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
 
Format application/pdf
 
Identifier http://revistadeturism.ro/rdt/article/view/69
 
Source Revista de turism - studii si cercetari in turism; No 11 (2011); 46-55
Revista de turism - studii si cercetari in turism; No 11 (2011); 46-55
 
Language eng
 
Relation http://revistadeturism.ro/rdt/article/view/69/40
 
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