000000803 001__ 803
000000803 005__ 20190423205529.0
000000803 037__ $$aCONFERENCE
000000803 041__ $$aeng
000000803 245__ $$aAn investigation of information channel management and monitoring by Swiss hotels
000000803 260__ $$aDubai, United Arab Emirates$$b6-9 October 2014$$c2014
000000803 269__ $$a2014-10
000000803 300__ $$a9 p.
000000803 506__ $$avisible
000000803 520__ $$9eng$$aThough hotel s attract and manage customers on their o wn websites,  their  customers also use a variety of  information channels to inform themselves  during  the  hotel  booking process.  This paper  investigates how these  key information channels are managed and monitored by hotel managers in Switzerland.  A quantit ative  approach is deployed  with questionnaires sent to members of the Swiss hoteliers association to discover their  information channel management practices. Res ults show a high dependency on online travel agents (OTA) to  supply information to potential cu stomers and, though the se OTAs are monitored by hoteliers, many of the  widely used information channels are not. This paper highlights a lack of  channel alignment be tween hotels and  their customers and  recommends that hoteliers need to improve  their inform ation  channel  management . It  further proposes  a conceptual framework to further investigate the  impact  of  information visibility , channel monitoring  and website performance on occupancy
000000803 592__ $$aEHL
000000803 592__ $$cEconomie et Services
000000803 6531_ $$afull paper$$aOTA
000000803 6531_ $$aeng$$avisibility
000000803 6531_ $$9eng$$ainformation channels
000000803 6531_ $$9eng$$achannel
000000803 6531_ $$9eng$$amanagement
000000803 6531_ $$9eng$$amonitoring
000000803 6531_ $$9eng$$ahotels
000000803 6531_ $$9eng$$afull paper
000000803 655_7 $$afull paper
000000803 65017 $$aEconomie/gestion
000000803 700__ $$aMurphy, Hilary$$uEcole hôtelière de Lausanne, HES-SO // University of Applied Sciences Western Switzerland
000000803 700__ $$aChen, Meng-Mei$$uEcole hôtelière de Lausanne, HES-SO // University of Applied Sciences Western Switzerland
000000803 700__ $$aCossutta, Mathieu$$uEcole hôtelière de Lausanne, HES-SO // University of Applied Sciences Western Switzerland
000000803 711__ $$aEuroCHRIE conference 2014$$cDubai, United Arab Emirates$$d06/10/2014 / 09/10/2014
000000803 773__ $$tProceedings of euroCHRIE Conference 2014
000000803 8564_ $$s83050$$uhttps://hesso.tind.io/record/803/files/murphy_investigationinformationchannel_2014.pdf
000000803 906__ $$aNONE
000000803 909CO $$ooai:hesso.tind.io:803$$pGLOBAL_SET$$pDOMAINE_ECONOMIESERVICE_CONFERENCE
000000803 950__ $$aI1
000000803 980__ $$aconference