Firms’ responses to the COVID-19 crisis in the tourism industry: effects on customer loyalty and economic performance

Anatolia ◽  
2021 ◽  
pp. 1-3
Author(s):  
Francesca Magno ◽  
Fabio Cassia
Keyword(s):  
Customer Loyalty ◽  
Economic Performance ◽  
Tourism Industry ◽  
Industry Effects

scholarly journals THE IMPACT OF ESG FACTORS ON MARKET VALUE OF COMPANIES FROM TRAVEL AND TOURISM INDUSTRY

2019 ◽  
Vol 25 (5) ◽  
pp. 820-849 ◽  
Author(s):  
George H. Ionescu ◽  
Daniela Firoiu ◽  
Ramona Pirvu ◽  
Ruxandra Dana Vilag
Keyword(s):  
Economic Impact ◽  
Economic Performance ◽  
Market Value ◽  
Listed Companies ◽  
Geographic Region ◽  
Tourism Industry ◽  
Important Influence ◽  
Travel And Tourism ◽  
The Impact ◽  
The Relationship

The aim of this paper is to investigate the relationship between environmental, social, and governance (ESG) factors and firm market value for the companies from travel and tourism industry and, in the same time, to investigates the question if the association between good ESG scores for travel and tourism companies and their market value can be used as a performance predictor. The impact of extra-financial ESG performance on market value of the companies was estimated using the modified version of the Ohlson (1995) model, based on a sample of 73 listed companies, worldwide distributed, during the 2010–2015 period. The overall results of this research are consistent with the value enhancing theory (as opposed with the shareholder expense theory). From the ESG factors, the governance factor seems to have the most important influence on the market value of the selected companies, regardless of the geographic region where they are located. Thus, our findings provide new insights into the influence of each ESG factor on the market value of the companies, providing a useful tool for stakeholders to measure economic impact but also for use as a predictor of economic performance.

scholarly journals PELAKSANAAN PROGRAM CONTINUITY MARKETING DAN ONE TO ONE MARKETING DALAM UPAYA MENINGKATKAN LOYALITAS PELANGGAN ROYAL VANESSA HOTEL (Survei pada tamu repeat individu di Royal Vanessa Hotel Bengkulu)

2016 ◽  
Vol 3 (1) ◽  
pp. 451
Author(s):  
Gempur Perdana Adha Putra ◽  
Ariyo Bramantory
Keyword(s):  
Customer Loyalty ◽  
Hotel Industry ◽  
Secondary Data ◽  
Tourism Industry ◽  
Primary Data ◽  
Literature Study ◽  
Major Threat ◽  
Marketing Program ◽  
One To One ◽  
Corporate Profits

Indonesia’s tourism industry has developed very rapidly, it’s characterized by the increasing number of tourist both foreign tourists. Form of tourism businesses that are currently experiencing a fairly rapid increase in the hotel industry as tourism support facilities. Customer loyalty is important in the hotel industry. A decline loyalty in Royal Vanessa Hotel is seen from the decrease in occupancy rate repeat guests. Decrease in the level of loyalty is a major threat to the hotel industry because of the presence of this loyalty will decrease the thread indicated a decrease in corporate profits. If a decline in profit the company will have an impact on the company’s losses. Moreover, the adverse effect that will be received from the company is going to decrease the loss of customer loyalty that will turn to another hotel. So do implementation of continuity marketing and one to one marketing program in an effort to increase customer loyalty at the Royal Vanessa Hotel. Respondents of this study is a repeat guest Royal Vanessa Hotel. The method which is used in this research is descriptive and verifikatif, with the survey explanatory method and cross section approach. Sample size of 100 respondents from existing population by using the formula slovin. The data used are primary data and secondary data collected through observation, questionnaires, literature study and interviews. The purpose of this research was to determine how much influence the implementation of continuity marketing and one to one marketing program in an effort to increase customer loyalty at Royal Vanessa Hotel. The results of this study is that there is continuity of influence between the implementation of marketing programs and one to one marketing in an effort to increase customer loyalty at the Royal Hotel Vanessa. Smallest degree of influence in an effort to improve customer loyalty is to the implementation of marketing continuity program, it needs to be fixed by the Royal Hotel with fixing Vanessa Operational Standards (SOP) regarding the marketing continuity program and also the hotel in order to add the programs other than programs that has been done. Thus may increase the effects of the implementation of continuity marketing program in an effort to increase customer loyalty.

scholarly journals THE IMPACT OF CUSTOMER SATISFACTION, CUSTOMER EXPERIENCE AND CUSTOMER LOYALTY ON BRAND POWER: EMPIRICAL EVIDENCE FROM HOTEL INDUSTRY

2018 ◽  
Vol 19 (2) ◽  
pp. 417-430
Author(s):  
Hossein Bodaghi Khajeh Nobar ◽  
Reza Rostamzadeh
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Strong Predictor ◽  
Hotel Industry ◽  
Tourism Industry ◽  
Influential Factor ◽  
Equation Modeling ◽  
Path Coefficient ◽  
The Impact

This research aims to investigate the impact of customer satisfaction, experience, and loyalty on brand power in the Hotel industry. This study used a descriptive-survey research design based on the correlation method. The selected populations were Pars Hotels’ customers. Sample size was 384, based on Krejcie and Morgan’s sampling table. The structural equation modeling was used to evaluate the causal simulation and to examine the reliability and validity of the measuring model. The research results showed that customer expectation has the most impact on customer satisfaction with path coefficient of 0.74. On the other hand, customer loyalty, with path coefficient of 0.65, is known as an influential factor. This study helps to understand that customer satisfaction and customer expectations are positive drivers of customer loyalty. Customer loyalty also is a strong predictor of brand power in hoteling and tourism industry. By strengthening that part, which you have better resources, you can have a better supply and thus, there would be more opportunities in establishing reputation and increasing visibility.

Corporate social responsibility, customer loyalty and brand positioning

2019 ◽  
Vol 16 (5) ◽  
pp. 671-689 ◽  
Author(s):  
Morteza Akbari ◽  
Maryam Mehrali ◽  
Nader SeyyedAmiri ◽  
Niloofar Rezaei ◽  
Afsaneh Pourjam
Keyword(s):  
Corporate Social Responsibility ◽  
Social Responsibility ◽  
Customer Loyalty ◽  
Tourism Industry ◽  
Brand Positioning ◽  
Content Type ◽  
Travel Agencies ◽  
Quota Sampling ◽  
Corporate Social ◽  
The Impact

Purpose In the current era, businesses and customers are becoming increasingly concerned with social and environmental issues, and unlike the past, the main focus is not merely on economic growth. As new customers are getting more informed and responsible toward their surroundings, it is necessary for enterprises to act responsibly to attract responsible customers. Therefore, this paper aims to investigate the impact of corporate social responsibility (CSR) on brand positioning and customer loyalty in travel agencies in Tehran, Iran. Design/methodology/approach Through quota sampling, 86 agencies are selected and a number of 200 customers of those travel agencies are surveyed by means of purposive sampling. Findings The result reveals that CSR has a significant effect on loyalty of customers and brand positioning. In addition, the results indicate that all hypotheses have significant effects except for the C-C identification on customer loyalty. Practical implications Tourism managers should bear in mind that performing CSR activities is not merely a cost burden but a viable strategy for creating competitive advantage. They should adapt their CSR activities to the industry environment. Originality/value The study provides important evidence about CSR and their role in brand positioning and customer loyalty in tourism industry. In addition, the study contributes to the literature by developing the link between CSR and brand positioning.

Customer Relations Management Applications in the Tourism Industry

2014 ◽  
pp. 1228-1236 ◽  
Author(s):  
Burcu Pekduyurucu Aydın
Keyword(s):  
Customer Loyalty ◽  
Customer Relations ◽  
Tourism Industry ◽  
Customer Complaints ◽  
Customer Expectations ◽  
Front Office ◽  
Office Employees

In recent years, all information about customers can be shared with employees by customer relations management in tourism establishments, and accordingly, all customer expectations can be met. As a result, producing customer loyalty can be possible. Customer relations management applications in tourism establishments is crucial with regards to competing with other establishments. The most important factor for customers to be pleased with the tourism establishments and prefer the same establishment again is the qualities of front office employees who are directly in relation with customers because front office is the first department that customers interact with. Information about front office is provided and application circumstances of the front office are explained in this research. The population consists of managers of 4-star and 5-star hotels operating in Turkey. In this research, contributions of the front office employees in providing customer loyalty, preventing customer complaints, and customer relations applications of the establishment are examined.

Customer Relations Management Applications in the Tourism Industry

2014 ◽  
pp. 334-341
Author(s):  
Burcu Pekduyurucu Aydın
Keyword(s):  
Customer Loyalty ◽  
Customer Relations ◽  
Tourism Industry ◽  
Customer Complaints ◽  
Customer Expectations ◽  
Front Office ◽  
Office Employees

In recent years, all information about customers can be shared with employees by customer relations management in tourism establishments, and accordingly, all customer expectations can be met. As a result, producing customer loyalty can be possible. Customer relations management applications in tourism establishments is crucial with regards to competing with other establishments. The most important factor for customers to be pleased with the tourism establishments and prefer the same establishment again is the qualities of front office employees who are directly in relation with customers because front office is the first department that customers interact with. Information about front office is provided and application circumstances of the front office are explained in this research. The population consists of managers of 4-star and 5-star hotels operating in Turkey. In this research, contributions of the front office employees in providing customer loyalty, preventing customer complaints, and customer relations applications of the establishment are examined.

scholarly journals PENGARUH ASSURANCE TERHADAP LOYALITAS PELANGGAN CORPORATE TIKET MASKAPAI PENERBANGAN DOMESTIK PT. INTERLINK TOURS & TRAVEL BANDUNG (Survey Kepada Pelanggan Corporate Tiket Maskapai Penerbangan Domestik PT. Interlink Tours and Travel Bandung)

2016 ◽  
Vol 2 (1) ◽  
pp. 219
Author(s):  
Desy Aryanti ◽  
Eeng Ahman
Keyword(s):  
Customer Loyalty ◽  
Global Economy ◽  
Sampling Technique ◽  
Tourism Industry ◽  
Travel Agency ◽  
Ticket Sales ◽  
Travel And Tourism ◽  
Travel Services ◽  
Domestic Airline ◽  
Airline Tickets

Travel and tourism in the world is a milestone for the global economy industry today. Tourism is currently standing strong in almost all countries as an industry in their respective countries, including Indonesia. One of the important tourism industry in the implementation of tourism is travel services as tourist facilities required to meet travel. One of the travel services required by tourists is a travel agency. Many travel agents established in the provinces where people often travel potentially that West Java especially in Bandung. In 2011 the number of places of business travels are in Bandung as many as 218. One of the largest travel agency in Bandung is PT. Interlink Tours and Travel. In terms of sales, PT. Interlink Tours and Travel rely more on domestic airline tickets customers in large numbers and repeatedly. In 2011 customers of PT. Interlink Tours and Travel have decreased loyalty. One way PT. Interlink Tours and Travel do to enhance customer loyalty to an airline ticket sales in accordance with the target is to provide quality service to customers with a focus on communication, credibility, security, competence and courtesy. In marketing this is called assurance. Assurance theory used is the theory of the Parasuraman in Ririn Tri Ratnasari (2011:109) and the theory of customer loyalty using the theory Baloglu (2002). The population in this study is the corporate customers of domestic airline tickets in PT. Interlink Tours and Travel Bandung. Sampling technique used is saturated sampling and data analysis technique used is multiple regression. Overview of research on assurance and customer loyalty is in a good position. The results showed simultaneous assurance effect on customer loyalty. However, partially only competence sub variables that influents the loyalty, while the other four sub variables, namely communication, credibility, security and courtesy are no effect on customer loyalty.

scholarly journals A Case Study on the Prospects of Customer-Brand Relationship in Tourism

2014 ◽  
Vol 9 (2) ◽  
pp. 67-87
Author(s):  
Sneha N
Keyword(s):  
Customer Loyalty ◽  
Qualitative Interviews ◽  
Customer Retention ◽  
Research Paper ◽  
Tourism Industry ◽  
Customer Relationship ◽  
Constructive Approach ◽  
Travel And Tourism ◽  
Brand Relationship

The travel and tourism industry is struggling to gain markets' share and sustain profitability in today's fiercely competitive and economically demanding environment. The industry should develop new ways to manage their customer relationship to optimize customer loyalty and revenues. Customer retention is an integral aspect of sales planning. It is a known fact in the marketing circles that it costs companies three to four times more to find new customers than to retain existing ones. This research paper deals with a case study of the prospects of customer brand relationship scenario of some popular tour operators in Bangalore analysed with the help of qualitative interviews, Literature findings and through a constructive approach to understand Customer Brand Relationship in tourism

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