Search results for "H.P.M."
showing 10 items of 738 documents
Experience management as an innovative approach in emerging Mediterranean destinations
2019
Abstract Recent experience-centric management theory stresses the quality of the interaction between the consumer and the company as the key contributor to the creation of value. The theory follows that understanding tourists' quality of service experience (QSE) is crucial if tourism managers are to effectively support the value cocreation experience. This study examines the impact of QSE on destination image, as well as the impact of these variables on positive word-of-mouth and revisit intentions. The hypotheses are tested with data from a convenience sample of 1362 tourists who were surveyed in seven emerging Mediterranean destinations. Notably, the variable QSE is considered to be a for…
A Broad Analysis of Marketing Strategies for their Incorporation as Activities in a User Centred Process
2014
Abstract The goal of this paper is to analyze the most important Marketing Strategies that can be used for the development of interactive systems. First of all, an extensive Mapping Study has been achieved, in order to search what relationship exists between Marketing and Usability. Furthermore, a study of the state of the art has been achieved to discover whether Marketing Techniques and HCI concepts already co-exist in the existing bibliography, and to what extent. Finally, a SWOT analysis has been presented of the most important marketing strategies that exist on the Market: Product, Price, Promotion and Place.
Co-creation in hotel–disable customer interactions
2015
This study employs analytic hierarchy process (AHP) to develop a methodology that allows researchers to select factors for new measures in value co-creation analysis. AHP shows that successful factors for co-creation relate to the sequential stages of the relationship between hotels and disabled customers, which derives from co-creation processes. The resulting model highlights the principal factors affecting value co-creation when hotel/disabled customers interact, have a dialogue, and collaborate with staff to innovate and create new products and services at booking and stay encounters. These interactions may allow hotels to develop a strong foundation of common knowledge on value managem…
Value antecedents in relationship between tourism companies
2014
Purpose – In the context of relationship marketing, identifying the elements that contribute to creating value for companies has become essential for managing customer satisfaction and retention. The literature has focused on business-to-end consumer relationships and there are few contributions in the business-to-business context, especially in the tourism industry. The aim of this study is to analyze the process of relationship value creation between tourism companies from the more relevant antecedents proposed in the literature: relationship benefits, long-term orientation and attitude towards the main provider. Design/methodology/approach – A survey was conducted with 309 travel agency…
Collaborating to innovate: Effects on customer knowledge management and performance
2015
Abstract Scholars regard customer knowledge management (CKM) as a strategic resource for businesses to improve innovation, facilitate the detection of new market opportunities, and support long-term customer relationship management. However, literature suffers from a lack of understanding of customer collaboration's role in the innovation process and innovation orientation in CKM. Accordingly, this paper tests a model examining how both variables act as antecedents of CKM. The model also explores CKM and customer collaboration's effect on marketing results. Findings have important academic and managerial implications, and show that collaboration with customers and openness to innovation are…
Online channel adoption in supermarket retailing
2021
Abstract Introducing a new online channel is a crucial decision for brick-and-mortar retailers that requires insight and forecasts into customers' adoption and subsequent behaviour. The aim of this study is to analyse the dynamics in the behavioural heterogeneity of (new) multichannel supermarket customers when the online channel is introduced. A Latent Class Analysis (LCA) was conducted on 1151 adopters of the new online channel of a supermarket retailer to segment customers. We employed an extended “Recency, Frequency and Monetary (RFM)” model that includes customers’ purchases prior to the introduction of the new channel. Results show that adopters of a new channel are not a homogenous g…
The effect of sensory brand experience and involvement on brand equity directly and indirectly through consumer brand engagement
2017
Purpose This study aims to examine the effect of sensory brand experience and involvement on brand equity directly and indirectly through cognitive, emotional and behavioral consumer brand engagement (CBE). Design/methodology/approach A survey was administered to the customers of a Finnish tableware brand using relevant Facebook channels. A total of 1,390 responses were analyzed using partial least squares structural equation modeling. Findings The empirical findings suggest that both involvement and sensory brand experience are directly related to the three facets of CBE. Further, involvement, sensory brand experience and CBE jointly explain more than 50 per cent of the variance in brand …
Consumer-Generated Reviews on Social Media and Brand Relationship Outcomes in the Fast-Food Chain Industry
2017
A number of studies agree on the fact that social media users tend to trust more the contents created by other users than those generated by companies’ marketing departments or advertising agencies. However, little is known regarding whether social media can actually enhance brand trust and other brand relationship outcomes that are deemed critical to the hospitality marketing literature. This paper seeks to offer some important insight on this issue by examining the impact of consumer-generated reviews on social media on four main pillars of the relationship marketing paradigm, i.e., satisfaction, trust, commitment, and loyalty. The inter-relationship between brand outcomes is also examine…
How to build an e-learning product: factors for student/customer satisfaction
2013
Abstract The increasing use of web technologies has changed the way business is done, including in the field of education. In the last decade, the development of electronic learning ( e-learning ) systems became crucial to meet students’ demand. In this study, we adopt a relationship marketing perspective and apply the Kano Model to propose a way to build a non-academic e-learning course that can achieve student satisfaction. We measure the relevance of e-learning requirements from university students’ perspective to identify their expectations about e-learning courses and obtain relevant characteristics that can help to plan an e-learning product capable of achieving high customer satisfac…
Information and communication technology in retailing: A cross-industry comparison
2009
Abstract Information technology (IT) may represent a source of competitive advantage for businesses in general and for retailers in particular. However, there is debate in the literature over the usefulness of investing in technology. This paper aims at analyzing the relationship between consumers’ perception on the use of information and communication technology by the retailer and consumer satisfaction with retailer technologies. Results support the need to restrict the investment in IT to what is strictly necessary, although there are significant differences according to retailer activity.