Knowledge sharing and customer relationship management in the travel service alliances

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题名:	Knowledge sharing and customer relationship management in the travel service alliances
作者:	Ku,ECS;Fan,YW
贡献者:	資訊管理研究所
关键词:	AIRLINE ALLIANCES;SYSTEMS SUCCESS;MCLEAN MODEL;INFORMATION;QUALITY;TECHNOLOGY;INDUSTRY;TOURISM;DELONE;MEDIA
日期:	2009
上传时间:	2010-06-29 20:37:41 (UTC+8)
出版者:	中央大學
摘要:	Airline companies are employing strategic alliances to increase their competitiveness in service quality, innovation and cost due to the changed business environment resulting from increased competition in the airlines market. In the e-commerce era, the relationship change between airlines and travel agents makes it important for both parties to provide integrated solutions to customer needs. The goal of this study is to determine how knowledge sharing among members of travel agencies and airlines affects the customer relationship management (CRM) profitability of travel agencies. We formulated a CRM profitability model and used a mailed questionnaire survey to investigate travel agency staff in Taiwan, of which 337 returned completed questionnaires. The findings reveal the nature and practical complexities associated with knowledge sharing in travel industry alliances, and suggest how a travel agent can create an appropriate knowledge sharing strategy and increase CRM profitability by information technology.
關聯:	TOTAL QUALITY MANAGEMENT & BUSINESS EXCELLENCE
显示于类别:	[資訊管理研究所] 期刊論文

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