Social CRM in the airline industry
Social CRM in the airline industry
Autori:
Izdanje: SITCON 2016 - Singidunum International Tourism Conference
DOI: 10.15308/Sitcon-2016-87-91
Oblast: Tourism
Stranice: 87-91
Apstrakt:
The process of including the so called “digital” users who regularly express
their attitudes and needs via social networks poses a huge challenge to modern
airline companies. Given that the implementation of technological innovations
enables identifying, developing and retaining high-end travelers, this
paper deals with the analysis of benefits of business concepts proposed by
airline companies based on high-technologies, primarily Social CRM (Social
Customer Relationship Management - SCRM). The use of social media has
altered the users’ expectations, and enabled airline companies to more rapidly
adapt to changeable expectations of travelers. The results indicate that the
attitudes and comments of users, based on the use of SCRM on the Internet
and social networks, have become instantly available to vast number of new
users, thus forming the chain reaction that can have immediate positive or
adverse effects on future business performances and positioning of airline
companies in the market.
their attitudes and needs via social networks poses a huge challenge to modern
airline companies. Given that the implementation of technological innovations
enables identifying, developing and retaining high-end travelers, this
paper deals with the analysis of benefits of business concepts proposed by
airline companies based on high-technologies, primarily Social CRM (Social
Customer Relationship Management - SCRM). The use of social media has
altered the users’ expectations, and enabled airline companies to more rapidly
adapt to changeable expectations of travelers. The results indicate that the
attitudes and comments of users, based on the use of SCRM on the Internet
and social networks, have become instantly available to vast number of new
users, thus forming the chain reaction that can have immediate positive or
adverse effects on future business performances and positioning of airline
companies in the market.
Ključne reči: airline companies, profitable travellers, social CRM, Internet, loyalty
Priložene datoteke:
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BibTeX format
@article{article,
author = {J. Gajić, R. Živković, J. McIntyre and I. Brdar},
title = {Social CRM in the airline industry},
journal = {SITCON 2016 - Singidunum International Tourism Conference},
year = 2016,
pages = {87-91},
doi = {10.15308/Sitcon-2016-87-91}
}
RT Conference Proceedings A1 Jelena Gajić A1 Radmila Živković A1 Jelena McIntyre A1 Ivana Brdar T1 Social CRM in the airline industry AD Univerzitet Singidunum, Beograd, Beograd, Srbija YR 2016 NO doi: 10.15308/Sitcon-2016-87-91
J. Gajić, R. Živković, J. McIntyre and I. Brdar, Social CRM in the airline industry, Univerzitet Singidunum, Beograd, 2016, doi:10.15308/Sitcon-2016-87-91