Strategies for improving cruise product sales using hybrid ‘multiple criteria decision making’ models

References

• Babakus , E. , Cravens , D. W. , Grant , H. , Ingram , T. N. and LaForge , R. W. 1996 . Investigating the relationships among sales, management control, sales territory design, salesperson performance, and sales organization effectiveness . International Journal of Research in Marketing , 13 ( 4 ) : 345 – 363 . (doi:10.1016/S0167-8116(96)00016-X)
   Google Scholar
• Baldauf , A. and Cravens , D. 2002 . The effect of moderators on the salesperson behavior performance, salesperson outcome performance and sales organization effectiveness relationships . European Journal of Marketing , 36 ( 11/12 ) : 1367 – 1388 . (doi:10.1108/03090560210445227)
   Google Scholar
• Bandura , A. 1977 . Self-efficacy: Toward a unifying theory of behavioral change . Psychological Review , 84 : 191 – 251 . (doi:10.1037/0033-295X.84.2.191)
   PubMed Web of Science ®Google Scholar
• Bandura , A. 1986 . Social foundations of thought and action: A social cognition theory , Englewood Cliff , NJ : Prentice-Hall .
   Google Scholar
• Bandura , A. 2001 . Social cognitive theory: A magnetic perspective . Annual Reviews of Psychology , 52 ( 10 ) : 1 – 26 . (doi:10.1146/annurev.psych.52.1.1)
   PubMed Web of Science ®Google Scholar
• Barker , A. T. 1999 . Benchmarks of successful sale force performance . Canadian Journal of Administrative Sciences , 16 ( 2 ) : 95 – 104 . (doi:10.1111/j.1936-4490.1999.tb00616.x)
   Web of Science ®Google Scholar
• Behrman , D. N. and Perreault , W. D. 1982 . Measuring the performance of industrial salespersons . Journal of Business Research , 10 ( 3 ) : 355 – 370 . (doi:10.1016/0148-2963(82)90039-X)
   Web of Science ®Google Scholar
• Bolton , R. N. , Kannan , P. K. and Bramlett , M. 2000 . Implications of loyalty programs and service experiences for customer retention and value . Journal of Marketing Science , 28 ( 1 ) : 95 – 108 . (doi:10.1177/0092070300281009)
   Web of Science ®Google Scholar
• Chen, C.H. & Tzeng, G.H. (2011). Creating the aspired intelligent assessment systems for teaching materials. Expert Systems with Applications, 38(10), 12168–12179.
   Google Scholar
• Chen, F.H., Hsu, T.S., & Tzeng, G.H. (2011). A balanced scorecard approach to establish a performance evaluation and relationship model for hot spring hotels based on a hybrid MCDM model combining DEMATEL and ANP. International Journal of Hospitality Management, 30(4), 908–932.
   Google Scholar
• Chen , I. X. 2001 . The relationship of self-efficacy, goal setting on in-line skating performance: A path analysis . Journal of National Taipei Teachers College , XIV : 759 – 772 .
   Google Scholar
• Churchill , G. A. , Ford , N. M. , Hartley , S. W. and Walker , O. C. 1985 . The determinants of salesperson performance: A meta-analysis . Journal of Marketing Research , 22 ( 5 ) : 103 – 129 . (doi:10.2307/3151357)
   Web of Science ®Google Scholar
• Dickinson , B. and Vladimir , A. 2006 . Selling the sea: An inside look at the cruise industry , 2 , 235 – 238 . Hoboken , NJ : John Wiley & Sons .
   Google Scholar
• Eden , D. 1988 . Pygmalion, goal setting, and expectancy: Compatible ways to raise productivity . Academy of Management Review , 13 ( 4 ) : 639 – 652 .
   Google Scholar
• Ekinci , Y. and Dawes , P. L. 2009 . Consumer perceptions of frontline service employee personality traits, interaction quality, and consumer satisfaction . The Service Industries Journal , 107 ( 125 ) : 503 – 521 . (doi:10.1080/02642060802283113)
   Web of Science ®Google Scholar
• Ekinci , Y. , Dawes , P. L. and Massey , G. R. 2008 . An extended model of the antecedents and consequences of consumer satisfaction for hospitality services . European Journal of Marketing , 42 ( 1/2 ) : 35 – 68 . (doi:10.1108/03090560810840907)
   Web of Science ®Google Scholar
• Fermando , J. and Marshall , G. W. 2004 . Critical success factors in the personal selling process: An empirical investigate of Ecuadorian salespeople in the banking industry . The International Journal of Bank Marketing , 22 ( 1 ) : 9 – 25 . (doi:10.1108/02652320410514906)
   Google Scholar
• Gibson , P. 2006 . Cruise operations management , 18 – 29 . London : Butterworth Heinemann .
   Google Scholar
• Gist , M. E. and Mitchell , T. R. 1992 . Self-efficacy: A theoretical analysis of its determinants and malleability . Academy of Management Review , 17 ( 2 ) : 183 – 211 .
   Web of Science ®Google Scholar
• Gist , M. E. , Schwoerer , C. E. and Rosen , B. 1989 . Effects of alternative training methods on self-efficacy and performance in computer software training . Journal of Applied Psychology , 74 ( 6 ) : 884 – 891 . (doi:10.1037/0021-9010.74.6.884)
   Web of Science ®Google Scholar
• Goeldner , C. and Ritchie , J. 2006 . Tourism: Principles, practices, philosophies , 10 , New York , NY : Wiley .
   Google Scholar
• Hatton , M. 2004 . Current Issues Paper: Redefining the relationships – the future of travel agencies and the global agency contract in a changing distribution system . Journal of Vacation Marketing , 10 ( 2 ) : 101 – 108 . (doi:10.1177/135676670401000201)
   Google Scholar
• Huang , C. Y. , Shyu , J. Z. and Tzeng , G. H. 2007 . Reconfiguring the innovation policy portfolios for Taiwan's SIP mall industry . Technovation , 27 ( 12 ) : 744 – 765 . (doi:10.1016/j.technovation.2007.04.002)
   Web of Science ®Google Scholar
• Huang , C. Y. and Tzeng , G. H. 2007 . Reconfiguring the innovation policy portfolios for Taiwan's SIP mall industry . Technovation , 27 ( 12 ) : 744 – 765 . (doi:10.1016/j.technovation.2007.04.002)
   Web of Science ®Google Scholar
• Huang, C.Y., Tzeng, G.H., & Ho, W.R. (2011). System on chip design service e-business value maximization through a novel MCDM framework. Expert Systems with Applications, 38(7), 7947–7962.
   Google Scholar
• Huang , L. 2008 . Bed and breakfast industry adopting e-commerce strategies in e-service . The Service Industries Journal , 28 ( 5 ) : 633 – 648 . (doi:10.1080/02642060801988159)
   Web of Science ®Google Scholar
• Hung , Y. H. , Chou , S. C.T. and Tzeng , G. H. 2011 . Knowledge management adoption and assessment for SMEs by a novel MCDM approach . Decision Support Systems , 51 ( 2 ) : 270 – 291 . (doi:10.1016/j.dss.2010.11.021)
   Web of Science ®Google Scholar
• Johnston , M. W. and Marshall , G. W. 2003 . Sales force management , 7 , Boston , MA : McGraw-Hill .
   Google Scholar
• Kuan , M. J. , Hsiang , C. C. and Tzeng , G. H. forthcoming . Probing the innovative quality system structure model for NPD process based on combining DANP with MCDM model . International Journal of Innovative Computing, Information and Control ,
   Web of Science ®Google Scholar
• Kyle , G. T. , Absher , J. D. and Chancellor , C. 2005 . Segmenting forest recreationists using their commitment profiles . Journal of Park and Recreation Administration , 23 ( 2 ) : 64 – 86 .
   Google Scholar
• Lacampvoc , D. 2010 . Salespeople motivation as key factor in achieving sales management goals in hotel industry . Tourism and Hospitality Management , 12 ( 2 ) : 155 – 169 .
   Google Scholar
• Lee , W. S. , Tzeng , G. H. and Cheng , C. M. Using novel MCDM methods based on Fama–French three-factor model for probing the stock selection . Paper presented at the 10th Asia Pacific Industrial Engineering and Management Systems Conference, APIEMS (pp. 1460–1474), December 14–16 .
   Google Scholar
• Lin , C. T. and Wu , C. S. 2008 . Selecting a marketing strategy for private hotels in Taiwan using the analytic hierarchy process . The Service Industries Journal , 28 ( 8 ) : 1077 – 1091 . (doi:10.1080/02642060802187991)
   Web of Science ®Google Scholar
• Lin, H.C. (2010). Selling skills, specific self-efficacy and sales performance of cruise product sales in travel agency (Unpublished master thesis). Chinese Culture University, Taipei
   Google Scholar
• Liu , C. H. , Lin , H. C. and Lee , M. H. 2010 . Selling skill and sales performance of cruise product sales: Evidence from US-based travel agency chains , Macau : APTA .
   Google Scholar
• Liu , C. H. , Tzeng , G. H. and Lee , M. H. forthcoming . Improving tourism policy implementation – the use of hybrid MCDM models . Tourism Management ,
   Web of Science ®Google Scholar
• Liu , C. H. , Tzeng , G. H. , Lee , M. H. and Lin , H. C. DEMATEL model of cruise product sales in travel agency. Visual presentation at 2011 Annual Travel & Tourism Research Association (TTRA) Conference, London, Ontario, Canada . June 19–21 .
   Google Scholar
• Luk , S. T.K. and Layton , R. 2002 . Perception gaps in customer expectations: Managers versus service providers and customers . The Service Industries Journal , 22 ( 2 ) : l09 – l28 . (doi:10.1080/714005073)
   Web of Science ®Google Scholar
• Mancini , M. 2003 . Cruising: A guide to the cruise line industry , 2 , Clifton Park , NY : Delmar Learning .
   Google Scholar
• Morrison , A. M. 2006 . Hospitality and travel marketing , 3 , Singapore : Thomson Learning .
   Google Scholar
• Opricovic , S. 1998 . Multicriteria optimization of civil engineering systems , Belgrade : Faculty of Civil Engineering .
   Google Scholar
• Opricovic , S. and Tzeng , G. H. 2002 . Multicriteria planning of post-earthquake sustainable reconstruction . Computer-Aided Civil and Infrastructure Engineering , 17 ( 3 ) : 211 – 220 . (doi:10.1111/1467-8667.00269)
   Web of Science ®Google Scholar
• Opricovic , S. and Tzeng , G. H. 2004 . Compromise solution by MCDM methods: A comparative analysis of VIKOR and TOPSIS . European Journal of Operational Research , 156 ( 2 ) : 445 – 455 . (doi:10.1016/S0377-2217(03)00020-1)
   Web of Science ®Google Scholar
• Opricovic , S. and Tzeng , G. H. 2007 . Extended VIKOR method in comparison with outranking methods . European Journal of Operational Research , 178 ( 2 ) : 514 – 529 . (doi:10.1016/j.ejor.2006.01.020)
   Web of Science ®Google Scholar
• Ou Yang , Y. P. , Shieh , H. M. , Leu , J. D. and Tzeng , G. H. 2008 . A novel hybrid MCDM model combined with DEMATEL and ANP with applications . International Journal of Operations Research , 5 ( 3 ) : 160 – 168 .
   Google Scholar
• Paolillo , G. G. 1981 . Role profiles for manager's at different hierarchical levels . Academy of Management Proceedings , : 72 – 76 .
   Google Scholar
• Park , J. E. and Holloway , B. B. 2003 . Adaptive selling behavior re-visitor: An empirical examination of learning orientation, sales performance, and job satisfaction . Journal of Personal Selling & Sales Management , 23 ( 3 ) : 239 – 242 .
   Google Scholar
• Plank , R. E. and Reid , D. 1994 . The mediating role of sales behaviors: An alternative perspective of sales performance and effectiveness . Journal of Personal Selling & Sales Management , 14 ( 3 ) : 43 – 56 .
   Google Scholar
• Reid , D. A. , Pullins , E. B. and Plank , R. E. 2002 . The impact of purchase situation on salesperson communication behaviors in business markets . Industrial Marketing Management , 31 ( 3 ) : 205 – 213 . (doi:10.1016/S0019-8501(00)00149-8)
   Web of Science ®Google Scholar
• Rentz , J. O. , Shepherd , C. D. , Tashchian , A. , Dabholkar , P. A. and Ladd , R. T. 2002 . A measure of selling skill: Scale development and validation . The Journal of Personal Selling & Sales Management , 22 ( 1 ) : 13 – 21 .
   Google Scholar
• Ryerson , A. 2008 . Pharmaceutical sales performance: A proposed study measuring behavioral aspects of self-efficacy as compared to general self-efficacy . International Journal of Pharmaceutical and Healthcare Marketing , 2 ( 3 ) : 181 – 194 . (doi:10.1108/17506120810903962)
   Google Scholar
• Saaty , T. L. 1996 . Decision making with dependence and feedback: The analytic network process , Pittsburgh , PA : RWS Publications .
   Google Scholar
• Sekitani , K. and Takahashi , I. 2001 . A unified model and analysis for AHP and ANP . Journal of the Operations Research Society of Japan , 44 ( 1 ) : 67 – 89 .
   Google Scholar
• Sherer , M. , Maddux , J. E. , Mercandante , B. , Prentice-Dunn , S. , Jacobs , B. and Rogers , R. W. 1982 . The self-efficacy scale: Construction and validation . Psychological Reports , 51 : 663 – 671 . (doi:10.2466/pr0.1982.51.2.663)
   Web of Science ®Google Scholar
• Siebenaler , T. and Groves , D. 2002 . Travel agents and their survival . Human Resources in Hospitality & Tourism , 1 ( 1 ) : 1 – 16 . (doi:10.1300/J171v01n01_01)
   Google Scholar
• Smith , S. A. , Kass , S. J. , Rotunda , R. J. and Schneider , S. K. 2006 . If at first you don't succeed: Effects of failure on general and task-specific self-efficacy and performance . North American Journal of Psychology , 8 : 171 – 182 .
   Google Scholar
• Tabbiner, P.S. (2000). Adaptive behavior and sales performance: An international study in healthcare sales (Unpublished doctoral dissertation). School of Business and Entrepreneurship, Nova Southeastern University, FL, USA.
   Google Scholar
• Tsai , W. H. , Hsu , J. L. , Chen , C. H. , Lin , W. R. and Chen , S. P. 2010 . An integrated approach for selecting corporate social responsibility programs and costs evaluation in the international tourist hotel . International Journal of Hospitality Management , 29 ( 3 ) : 385 – 396 . (doi:10.1016/j.ijhm.2009.12.001)
   Web of Science ®Google Scholar
• Tsai , W. H. and Hsu , W. 2010 . A novel hybrid model based on DEMATEL and ANP for selecting cost of quality model development . Total Quality Management , 21 ( 4 ) : 439 – 456 . (doi:10.1080/14783361003606852)
   Web of Science ®Google Scholar
• Tsai , W. H. , Hsu , W. and Lin , T. W. 2011 . New financial service development for banks in Taiwan based on customer needs and expectations . The Service Industries Journal , 31 ( 2 ) : 215 – 236 . (doi:10.1080/02642060903295636)
   Web of Science ®Google Scholar
• Tseng , M. L. 2010 . Implementation and performance evaluation using fuzzy network balanced scorecard . Computers & Education , 55 ( 1 ) : 188 – 201 . (doi:10.1016/j.compedu.2010.01.004)
   Web of Science ®Google Scholar
• Tzeng , G. H. , Chiang , C. H. and Li , C. W. 2007 . Evaluating intertwined effects in e-learning programs: A novel hybrid MCDM model based on factor analysis and DEMATEL . Expert Systems with Applications , 32 ( 4 ) : 1028 – 1044 . (doi:10.1016/j.eswa.2006.02.004)
   Web of Science ®Google Scholar
• Tzeng , G. H. and Huang , J. J. 2011 . Multiple attribute decision making: Methods and applications , Boca Raton, London, New York , NY : Taylor & Francis Group/CRC Press .
   Google Scholar
• Tzeng , G. H. , Lin , C. W. and Opricovic , S. 2005 . Multi-criteria analysis of alternative-fuel buses for public transportation . Energy Policy , 33 ( 1 ) : 1373 – 1383 . (doi:10.1016/j.enpol.2003.12.014)
   Web of Science ®Google Scholar
• Tzeng , G. H. , Teng , M. H. , Chen , J. J. and Opricovic , S. 2002 . Multicriteria selection for a restaurant location in Taipei . International Journal of Hospitality Management , 21 ( 2 ) : 171 – 187 . (doi:10.1016/S0278-4319(02)00005-1)
   Google Scholar
• Wachner , T. , Plouffe , C. R. and Grégoire , Y. 2009 . SOCO's impact on individual sales performance: The integration of selling skills as a missing link . Industrial Marketing Management , 38 ( 1 ) : 32 – 44 . (doi:10.1016/j.indmarman.2007.11.003)
   Web of Science ®Google Scholar
• Walker , O. , Churchill , G. and Ford , N. 1977 . Motivation and performance in industrial selling: Present knowledge and needed research . Journal of Marketing Research , 14 ( 5 ) : 156 – 68 . (doi:10.2307/3150465)
   Web of Science ®Google Scholar
• Walle , A. 1996 . Tourism and Internet: Opportunities for direct marketing . Journal of Travel Research , 35 ( 1 ) : 72 – 77 . (doi:10.1177/004728759603500111)
   Google Scholar
• Wu, C.Y. (2006). The research on the relationship among sales staff's selling skill, service attitude and job performance, use psychology contract as an intermediate variable – a case study of Kaohsiung department store (Unpublished master thesis). National Sun Yat-sen University, Kaohsiung.
   Google Scholar
• Yang , J. L. and Tzeng , G. H. 2011 . An integrated MCDM technique combined with DEMATEL for a novel cluster-weighted with ANP method . Expert Systems with Applications , 38 ( 3 ) : 1417 – 1424 . (doi:10.1016/j.eswa.2010.07.048)
   Web of Science ®Google Scholar
• Zeithaml , V. A. , Berry , L. L. and Parasuraman , A. 1996 . The behavioral consequences of service quality . Journal of Marketing , 60 ( 2 ) : 31 – 46 . (doi:10.2307/1251929)
   Web of Science ®Google Scholar