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首页> 外文期刊>International Journal of Services Technology and Management >The impact of travel product transaction types on customer relational benefits
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The impact of travel product transaction types on customer relational benefits

机译：旅游产品交易类型对客户关系收益的影响

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摘要

Given the rapid development of the internet market and TV shopping, travel agencies are also using these electronic distribution channels to conduct travel product transactions. However, the adoption of internet and TV shopping channels has reduced a substantial portion of interaction between customers and service providers, which may negatively affect customer relationships and, in turn, decrease customer relational benefits. Accordingly, the purpose of this study is to examine the impact of different travel product transaction types on customer relational benefits. Results indicate that interpersonal transaction is rated significantly higher than internet and TV shopping in the three dimensions of customer relational benefits. Finally, implications of these findings for travel industry managers in terms of channel strategies and customer relationship management are subsequently discussed.
机译：鉴于互联网市场和电视购物的快速发展，旅行社也正在使用这些电子分销渠道进行旅行产品交易。但是，互联网和电视购物渠道的采用减少了客户与服务提供商之间的大量互动，这可能会对客户关系产生负面影响，进而降低客户关系收益。因此，本研究的目的是检验不同旅行产品交易类型对客户关系收益的影响。结果表明，在客户关系收益的三个维度上，人际交易的评级显着高于互联网和电视购物。最后，随后讨论了这些发现对旅游业经理的渠道策略和客户关系管理的意义。

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