Twelve Years in the Life of Airline Websites:

SAGE Open

C. Michael Powell¹ 

关键词: travel airline;    websites;    Internet;    e-commerce;    CRM;   

DOI  :  10.1177/2158244016637892

学科分类：社会科学、人文和艺术（综合）

来源: Sage Journals

【 摘 要 】

Perhaps no innovation in history has affected marketing management as pervasively as has the advent of e-commerce. This revolutionary new channel has required businesses to acquire an entirely new set of skills and approaches to promotion, pricing, and distribution. The necessity for e-commerce website operators to more deeply understand consumer behavior when engaged in e-commerce has become a central and crucial factor in website success or failure. As predicted nearly 20 years ago, travel bookings have moved almost entirely to the World Wide Web (WWW). For the past 12 years, data have been collected concerning traveler’s preferences, concerns, and perceptions of airline websites in particular. This research reviews and comments on the evolution of those sites and consumer perceptions of efficiency, ease of use, and usefulness. The results of this study are intended to guide airlines in their pursuit of customer satisfaction and increased profits.

【 授权许可】

CC BY