The effects of marketing communication on the tourist's hotel reservation process

References

• Anderson , E.W. 1998 . Customer satisfaction and word-of-mouth . Journal of Service Research , 1 ( 1 ) : 5 – 7 .
   Google Scholar
• Atkinson , H. and Brown , J.B. 2001 . Rethinking performance measures: Assessing progress in UK hotels . International Journal of Contemporary Hospitality Management , 13 ( 3 ) : 128 – 136 .
   Google Scholar
• Bansal , H.S. and Voyer , P.A. 2000 . Word-of-mouth processes within a service purchases decisions context . Journal of Service Research , 3 ( 2 ) : 166 – 177 .
   Google Scholar
• Barros , C. 2005 . Measuring efficiency in the hotel sector . Annals of Tourism Research , 32 : 456 – 477 .
   Web of Science ®Google Scholar
• Barros , C. and Dieke , P.U.C. 2008 . Technical efficiency of African hotel . International Journal of Hospitality Management , 27 : 438 – 447 .
   Web of Science ®Google Scholar
• Barsky , J.D. and Labagh , R. 1992 . A strategy for customer satisfaction . Cornell Hotel and Restaurant Administration Quarterly , 33 ( 5 ) : 32 – 40 .
   Google Scholar
• Belch , G.E. and Belch , M.A. 2009 . Advertising and promotion: An integrated marketing communication perspective , 8th ed. , New York : McGraw-Hill/Irwin .
   Google Scholar
• Bhagwat, Y.N., & Debruine, M. (2008). Advertising efficiencies in hospitality and tourism industry. International Conference Proceedings: 1401–1413, Faculty of Economics and Business, University of Zagrebe, Zagreb, June 11–14
   Google Scholar
• Bird , M. and Ehrenberg , A. 1970 . Consumer attitudes and brand usage . Journal of the Market Research Society , 12 : 233 – 247 .
   Web of Science ®Google Scholar
• Bolton , R. and Drew , J. 1991 . A multistage model of customers' assessments of service quality and value . Journal of Consumer Research , 17 ( March ) : 375 – 384 .
   Web of Science ®Google Scholar
• Buhalis , D. and Licata , M.C. 2002 . The future eTourism intermediaries . Tourism Management , 23 : 207 – 230 .
   Web of Science ®Google Scholar
• Butterfield , D.W. , Deal , K.R. and Kubursi , A. 1998 . Measuring the returns to tourism advertising . Journal of Travel Research , 37 ( August ) : 12 – 20 .
   Google Scholar
• Carroll , B. and Siguaw , J. 2003 . The evolution of electronic distribution: Effects on hotels and intermediaries . Cornell Hotel and Restaurant Administration Quarterly , 44 ( 4 ) : 38 – 50 .
   Google Scholar
• Castro , E.C. , Armário , E.M. and Franco , M. 2002 . Comunicaciones de marketing: Planificación y control , Madrid : Ediciones Pirâmide .
   Google Scholar
• Castro , J.P. 2007 . Comunicação de marketing , 2a Edição. , Lisboa : Edições Sílabo .
   Google Scholar
• Chan , E.S. and Wong , S. 2006 . Hotel selection: When price is not the issue . Journal of Vacation Marketing , 12 ( 2 ) : 142 – 159 .
   Google Scholar
• Charlton , P. , Ehrenberg , A. and Pymont , B. 1972 . Buyer behaviour under mini-test conditions . Journal of the Market Research Society , 14 : 171 – 183 .
   Web of Science ®Google Scholar
• Cheyne , J. , Downes , M. and Legg , S. 2006 . Travel agent vs internet: What influences travel consumer choices? . Journal of Vacation Marketing , 12 ( 1 ) : 41 – 57 .
   Google Scholar
• Chiou , W.-B. , Wan , C.-S. and Lee , H.-Y. 2008 . Virtual experience vs. brochures in the advertising of scenic spots: How cognitive preferences and order effects influence advertising effects on consumer . Tourism Management , 29 : 146 – 150 .
   Web of Science ®Google Scholar
• Clow , K.E. , Kurtz , D.L. , Ozment , J. and Ong , B. 1997 . The antecedents of consumer expectations of services: An empirical study across four industries . Journal of Services Marketing , 2 ( 4 ) : 230 – 248 .
   Google Scholar
• Cutler , B.D. and Javalgi , R.G. 1992 . A cross-cultural analysis of the visual components of print advertising: The United States and the European community . Journal of Advertising Research , 32 ( 1 ) : 71 – 88 .
   Web of Science ®Google Scholar
• Dabas , S. and Manaktola , K. 2007 . Managing reservations through online distribution channels: An insight into mid-segment hotels in India . International Journal of Contemporary Hospitality Management , 19 ( 5 ) : 388 – 396 .
   Google Scholar
• Datta , P.R. , Chowdhury , D.N. and Chakraborty , B. 2005 . Viral Marketing: New form of word-of-mouth through Internet . The Business Review , 3 ( 2 ) : 69 – 75 .
   Google Scholar
• Daun , W. and Klinger , R. 2006 . Delivering the message: How premium hotel brands struggle to communicate their value proposition . International Journal of Contemporary Hospitality Management , 18 ( 3 ) : 246 – 252 .
   Google Scholar
• De Cantis , S. and Ferrante , M. 2011 . “ Measuring seasonality: Performance of accommodation establishments in Sicily through the analysis of occupancy rates ” . In Tourism economics: Impact analysis , Edited by: Matias , Á. , Nijkamp , P. and Sarmento , M. 261 – 280 . London : Physica-Verlag .
   Google Scholar
• Decrop , A. and Snelders , D. 2005 . A grounded typology of vacation decision-making . Tourism Management , 26 : 121 – 132 .
   Web of Science ®Google Scholar
• Dube , L. and Renaghan , L.M. 2000 . Marketing your hotel to and through intermediaries . Cornell Hotel and Restaurant Administration Quarterly , 41 ( 1 ) : 73 – 83 .
   Google Scholar
• Duncan , T. and Moriarty , S.E. 1998 . A communication-based marketing model for managing relationships . Journal of Marketing , 62 ( April ) : 1 – 13 .
   Web of Science ®Google Scholar
• Esteban , I.G. 2005 . Marketing de los Servicios , 4aEdicion , Madrid : ESIC Editorial .
   Google Scholar
• East , R. , Hammond , K. , Lomax , W. and Robinson , H. 2005 . What is the effect of a recommendation? . Marketing Review , 5 ( 2 ) : 145 – 157 .
   Google Scholar
• Eduards , S. 2006 . From the Guest Editor: Special issue on electronic word-of-mouth and its relationship with advertising, marketing and communication . Journal of Interactive Advertising , 6 ( 2 ) : 1 – 2 .
   Google Scholar
• Frías , D.M. , Rodrígues , M.A. and Castañeda , J.A. 2008 . Internet vs. travel agencies on pre-visit destination image formation: An information processing view . Tourism Management , 29 : 163 – 179 .
   Web of Science ®Google Scholar
• Gabbott , M. and Hogg , G. 1994 . Consumer behavior and services: A review . Journal of Marketing Management , 10 ( 4 ) : 311 – 324 .
   Google Scholar
• Gartner , W.C. and Bachri , T. 1994 . Tour operator' role in the tourism distribution system: An Indonesian case study . Journal of International Consumer Marketing , 6 ( 3/4 ) : 161 – 179 .
   Google Scholar
• Gerdes , J. Jr. , Stringam , B.B. and Brookshire , R.G. 2008 . An integrative approach to assess qualitative and quantitative consumer feedback . Electronic Consumer Research , 8 ( 4 ) : 217 – 234 .
   Web of Science ®Google Scholar
• Gilbert , D. 1991 . “ An examination of the consumer behaviour process related to tourism ” . In Progress in tourism, recreation and hospitality management , Edited by: Cooper , C. 78 – 105 . London : Belhaven Press .
   Google Scholar
• Godes , D. and Mayzlin , D. 2009 . Firm-created word-of-mouth communication: Evidence from a field test . Marketing Science , 28 ( 4 ) : 721 – 739 .
   Web of Science ®Google Scholar
• Gretzel , U. 2006 . Consumer generated content: Tend and implication for branding . EReview of Tourism Research , 4 ( 3 ) : 9 – 11 .
   Google Scholar
• Gursoy , D. and McCleary , K. 2004 . An integrative model of tourists' information search behavior . Annals of Tourism Research , 31 ( 2 ) : 353 – 373 .
   Web of Science ®Google Scholar
• Haktanir , M. and Harris , P. 2005 . Performance measurement practice in an independent hotel context: A case study approach . International Journal of Contemporary Hospitality Management , 17 ( 1 ) : 39 – 50 .
   Google Scholar
• Hawkins , D.I. , Best , R.J. and Coney , K.A. 1995 . Consumer behavior: Implications for marketing strategy , Chicago, IL : Richard D. Irwin .
   Google Scholar
• Heinonen , K. and Strandvik , T. 2005 . Communication as an element of service value . International Journal of Service Industry Management , 16 ( 2 ) : 186 – 198 .
   Google Scholar
• Helm, S., & Schlei, J. (1998). Referral potential-potential referrals: An investigation into customers' communication in service market., Track 1 Market Relationships, Proceedings 27th EMAC Conference, Marketing Research and Practice, pp. 41–56
   Google Scholar
• Horner , S. and Swarbrooke , J. 2007 . Consumer behavior in tourism , 2nd ed. , Amsterdam, The Netherlands : Butterworth-Heinemann .
   Google Scholar
• Hosmer , D. and Lemeshow , S. 2000 . Applied logistic regression , 2nd ed. , New York : Wiley .
   Google Scholar
• Hudson , S. , Snaith , T. , Miller , G. and Hudson , P. 2001 . Distribution channels in the travel industry: Using mystery shoppers to understand the influence of travel agency recommendations . Journal of Travel Research , 40 ( 2 ) : 148 – 154 .
   Google Scholar
• Hyde , K.F. 2008 . Information processing and touring planning theory . Annals of Tourism Research , 35 ( 3 ) : 712 – 731 .
   Web of Science ®Google Scholar
• Iyer , G. , Soberman , D. and Villas-Boas , J. 2005 . The targeting of advertising . Marketing Science , 24 ( 3 ) : 461 – 473 .
   Web of Science ®Google Scholar
• Jaccard , J. 2001 . Interaction effects in logistic regression (Sage University Papers Series on Quantitative Applications in the Social Sciences, 07-135) , Thousand Oaks, CA : Sage .
   Google Scholar
• Jones , S.A. , Aiken , K.D. and Boush , D.M. 2009 . Integrating experiences, advertising and electronic word of mouth . Journal of Internet Commerce , 8 ( 3 ) : 246 – 267 .
   Google Scholar
• Kang , B. , Brewer , K.P. and Baloglu , S. 2007 . Profitability and survivability of hotel distribution channel: An industry perspective . Journal of Travel & Tourism Marketing , 22 ( 1 ) : 37 – 50 .
   Google Scholar
• Karamustafa , K. 2000 . Marketing-channel relationships . Cornell Hotel and Restaurant Administration Quarterly , 41 ( 4 ) : 21 – 31 .
   Google Scholar
• Kes , Y. 2011 . Current approach in E-advertisement . International Journal of Business and Social Science , 21 ( 2 ) : 124 – 137 .
   Google Scholar
• Kim , D.-Y. , Hwang , Y.-H. and Fesenmaier , D.R. 2005 . Modeling tourism advertising effectiveness . Journal of Travel Research , 44 ( 1 ) : 42 – 49 .
   Google Scholar
• Kotler , P. , Bowen , J. and Makens , J. 2009 . Marketing for hospitality and tourism , 3rd ed. , Upper Saddle River, NJ : Pearson Education .
   Google Scholar
• Kracht , J. and Wang , Y. 2010 . Examining the tourism distribution channel: Evolution and transformation . International Journal of Contemporary Hospitality and Management , 22 ( 5 ) : 736 – 757 .
   Web of Science ®Google Scholar
• Ku , E.C.S. and Fan , Y.W. 2009 . The decision making in selecting online travel agencies: An application of analytic hierarchy process . Journal of travel & Tourism Marketing , 26 : 482 – 493 .
   Web of Science ®Google Scholar
• Lagrosen , S. 2005 . Effects of the internet on marketing communications of service companies . Journal of Service Marketing , 19 ( 2 ) : 63 – 69 .
   Google Scholar
• Law , R. , Qi , S. and Buhalis , D. 2010 . Progress in tourism management: A review of website evaluation in tourism research . Tourism Management , 31 : 297 – 313 .
   Web of Science ®Google Scholar
• Law , R. 2009 . Disintermediation of hotel reservation: The perception of different groups of online buyers in Hong Kong . International Journal of Contemporary Hospitality Management , 21 ( 6 ) : 766 – 772 .
   Web of Science ®Google Scholar
• Lim , W.M. and Hall , M.J. 2008 . Pricing consistency across direct and indirect distribution channels in South West UK hotels . Journal of Vacation Marketing , 14 ( 4 ) : 331 – 344 .
   Google Scholar
• Lin , Y.-L. and Lee , T.J. 2010 . The impacts of online reservation system in London City Hotels . Journal of Hospitality Marketing & Management , 19 : 82 – 96 .
   Google Scholar
• Litvin , S.W. , Goldsmith , R.E. and Pan , B. 2008 . Electronic word-of-mouth in hospitality and tourism management . Tourism Management , 29 : 458 – 468 .
   Web of Science ®Google Scholar
• Long , J.S. 1997 . Regression models for categorical and limited dependent variables (Advanced Quantitative Techniques in the Social Sciences Series 7) , Thousand Oaks, CA : Sage .
   Google Scholar
• McCabe , S. and Stokoe , E. 2010 . Have you been away? Holiday talk in everyday interaction . Annals of Tourism Research , 37 ( 4 ) : 1117 – 1140 .
   Web of Science ®Google Scholar
• McCabe , S. 2009 . Marketing communication in tourism and hospitality: Concepts, strategies and cases , Oxford : Butterworth-Heinemann .
   Google Scholar
• Medina-Muñoz , D.R. and Garcia-Falcón , J. 2002 . Building the valuable connection: Hotels and travel agents . Cornell Hotel and Restaurant Administration Quarterly , 43 ( 3 ) : 46 – 52 .
   Google Scholar
• Meidan , A. and Chiu , H.-L. 1995 . Hotel reservation methods – A discriminant analysis of practices in English Hotels . Hospitality Management , 14 ( 2 ) : 195 – 208 .
   Google Scholar
• Menard , S. 2001 . Applied logistic regression analysis , 2nd ed. , (Sage University Papers Series on Quantitative Applications in the Social Sciences, 07-106) Thousand Oaks, CA : Sage .
   Google Scholar
• Middleton , V. and Clarke , J. 2001 . Marketing in travel and tourism , 3rd ed. , Oxford : Elsevier .
   Google Scholar
• Middleton , V.T.C. , Fyall , A. , Morgan , M. and Ranchhod , W.A. 2009 . Marketing in travel and tourism , 4th ed. , Oxford : Butterworh-Heinemann .
   Google Scholar
• Molina-Azorine , J.F. , Pereira-Moliner , J. and Claver-Cortés , E. 2010 . The importance of the firm and destination effects to explain firm performance . Tourism Management , 31 : 22 – 28 .
   Web of Science ®Google Scholar
• Molina , A. and Esteban , A. 2006 . Tourism brochures: Usefulness and image . Annals of Tourism Research , 33 ( 4 ) : 1036 – 1056 .
   Web of Science ®Google Scholar
• Morgan , M.S. and Trivedi , M. 2007 . Service intermediaries: A theoretical modeling framework with an application to travel agents . Journal of Modelling in Management , 2 ( 2 ) : 143 – 156 .
   Google Scholar
• Moutinho , L. , Ballantyne , R. and Rate , S. 2011 . “ Consumer behaviour in tourism ” . In Strategic management in tourism , 2nd ed. , Edited by: Moutinho , L. London : CAB International .
   Google Scholar
• Muñoz , O. 2000 . Marketing turístico , Madrid : Editorial Centro de Estudios Ramón Areces .
   Google Scholar
• Murphy , J. , Schegg , R. and Qiu , M. 2006 . An investigation of consistent rates across Swiss hotels' direct channels . Information Technology & Tourism , 8 : 105 – 119 .
   Google Scholar
• O'Connor , P. and Frew , A. 2002 . The future of hotel electronic distribution: Expert and industry perspectives . Cornell Hotel and Restaurant Administration Quarterly , : 33 – 45 .
   Google Scholar
• O'Connor , P. and Frew , A. 2004 . An evaluation methodology for hotel electronic channel of distribution . Hospitality Management , 23 : 179 – 199 .
   Google Scholar
• Pan , B. and Fesenmaier , D.R. 2006 . Online information search: Vacation planning process . Annals of Tourism Research , 33 ( 3 ) : 809 – 832 .
   Web of Science ®Google Scholar
• Park , D.-H. and Kim , S. 2008 . The effects of consumer knowledge on message processing of electronic word-of-mouth via online consumer reviews . Electronic Commerce Research and Applications , 7 : 399 – 410 .
   Web of Science ®Google Scholar
• Park , Y.A. , Gretzel , U. and Sirakaya-Turk , E. 2007 . Measuring web site quality for online travel agencies . Journal of Travel & Tourism Marketing , 23 ( 1 ) : 15 – 30 .
   Google Scholar
• Patiar , A. and Mia , L. 2009 . Transformational leadership style, market competition and departmental performance: Evidence from luxury hotels in Australia . International Journal of Hospitality Management , 28 : 254 – 262 .
   Web of Science ®Google Scholar
• Pearce , D.G. and Tan , R. 2004 . Distribution channels for heritage and cultural tourism in New Zealand . Asia Pacific Journal of Tourism Research , 9 ( 3 ) : 225 – 237 .
   Google Scholar
• Pearce , D. 2008 . A needs-functions model of tourism distribution . Annals of Tourism Research , 35 ( 1 ) : 148 – 168 .
   Web of Science ®Google Scholar
• Peypoch , N. and Solomandrasana , B. 2008 . Aggregated efficiency and productivity analysis in the tourism industry . Tourism Economic , 14 : 45 – 58 .
   Web of Science ®Google Scholar
• Phillips , P.A. 1999 . Performance measurement systems and hotels: A new conceptual framework . Hospitality Management , 18 : 171 – 182 .
   Google Scholar
• Pratt , S. , McCabe , S. , Cortes-Jimenez , I. and Blake , A. 2010 . Measuring the effectiveness of destination marketing campaigns: Comparative analysis of conversion studies . Journal of Travel Research , 49 ( 2 ) : 179 – 190 .
   Web of Science ®Google Scholar
• Ranaweera , C. and Prabhu , J. 2003 . On the relative importance of customer satisfaction and trust as determinants of customer retention and positive word of mouth . Journal of Targeting, Measurement and Analysis for Marketing , 12 ( 1 ) : 82 – 89 .
   Google Scholar
• Reece , W.S. 2010 . The economics of tourism , Englewood Cliffs, NJ : Prentice-Hall .
   Google Scholar
• Rosenkrans , G. 2009 . The creativeness and effectiveness of online interactive rich media advertising . Journal of Interactive Advertising , 9 ( 2 ) : 18 – 31 .
   Google Scholar
• Rotfeld , H.J. 2007 . Is there a strategy behind buying advertising time and space? . Journal of Consumer Marketing , 24 ( 3 ) : 131 – 132 .
   Google Scholar
• Schmidt , S. , Cantallops , A.S. and Pizzutti dos Santos , C. 2008 . The characteristics of hotel websites and their implications for website effectiveness . International Journal Hospitality Management , 27 : 504 – 516 .
   Web of Science ®Google Scholar
• Sainaghi , R. 2010 . Hotel performance: State of the art . International Journal of Contemporary Hospitality Management , 22 ( 7 ) : 920 – 962 .
   Web of Science ®Google Scholar
• Sainaghi , R. 2011 . RevPAR determinants of individual hotels: Evidences from Milan . International Journal of Contemporary Hospitality Management , 23 ( 3 ) : 297 – 311 .
   Web of Science ®Google Scholar
• Seabra , C. , Abrantes , J.L. and Lages , L.F. 2007 . The impact of using non-media information sources on the future use mass media information sources: The mediating role of expectations fulfillment . Tourism Management , 28 : 1541 – 1554 .
   Web of Science ®Google Scholar
• Sirakaya , E. and Woodside , A.G. 2005 . Building and testing theories of decision making by travellers . Tourism Management , 26 ( 6 ) : 815 – 832 .
   Web of Science ®Google Scholar
• Siu , W. and Fung , M. 1998 . Hotel advertisements in China: A content analysis . Journal of Professional Services Marketing , 17 ( 2 ) : 99 – 108 .
   Google Scholar
• Soo , H.J. , Vogt , C.A. and Mackay , K.J. 2007 . Relationship between travel information search and travel product purchase in pretrip context . Journal of Travel Research , 45 ( 3 ) : 266 – 274 .
   Google Scholar
• Star , S.H. and Quelch , J. 1992 . Política de comunicación . Harvard Business School , 22 ( Septiembre ) : 504 – 516 .
   Google Scholar
• Stringam , B.B. and Gerdes , J. Jr. 2010 . An analysis of word-of-mouth and guest comments of online hotel distribution sites . Journal of Hospitality Marketing and Management , 19 ( 7 ) : 773 – 796 .
   Google Scholar
• Storbacka , K. , Strandvik , T. and Grönroos , C. 1995 . Managing customer relationships for profit: The dynamics of relationships quality . International Journal of Service Industry Management , 5 ( 5 ) : 21 – 38 .
   Google Scholar
• Sweeney , J. , Sontar , G. and Mazzarol , T. 2008 . Factors influencing word of mouth effectiveness: Receiver perspectives . European Journal of Marketing , 42 : 344 – 364 .
   Web of Science ®Google Scholar
• Tak , R.H. and Wan , D. 2005 . Factors affecting consumers' choice of travel agency: The case of Singapore . Journal of Travel and Tourism Marketing , 19 ( 4 ) : 1 – 12 .
   Google Scholar
• Vermeulen , I.E. and Seegers , D. 2009 . Tried and tested: The impact of online hotel reviews on consumer consideration . Tourism Management , 30 : 123 – 127 .
   Web of Science ®Google Scholar
• Webster , C. 1991 . Influences upon consumer expectations of services . Journal of Services Marketing , 5 : 5 – 17 .
   Google Scholar
• Withiam , G. 1986 . Hotel advertising in the '80s: Surveying the field . Cornell Hotel and Restaurant Administration Quarterly , 27 ( 1 ) : 32 – 55 .
   Google Scholar
• Wolfe , K. , Hsu , H.C. and Kang , S.K. 2004 . Buyer characteristics among user of various travel intermediaries . Journal of Travel and Tourism Marketing , 17 ( 2–3 ) : 51 – 62 .
   Google Scholar
• Wong , J. and Law , R. 2005 . Analysing the intention to purchase on hotel websites: A study of travellers to Hong Kong . International Journal of Hospitality Management , 24 : 311 – 329 .
   Google Scholar
• Woodside , A.G. 2005 . Market-driven thinking: Achieving contextual intelligence , Burlington : Elsevier .
   Google Scholar
• Ye , Q. , Law , R. , Gu , B. and Chen , W. 2011 . The influence of user-generated content on travel behavior: An empirical investigation on the effects of e-word-of-mouth to hotel online bookings . Computers in Human Behavior , 27 : 634 – 639 .
   Web of Science ®Google Scholar
• Yucelt , U. and Marcella , M. 1996 . Service marketing in the lodging industry: An empirical investigation . Journal of Travel Research , 34 ( 4 ) : 32 – 38 .
   Google Scholar