{"id":"https://openalex.org/W2169406342","doi":"https://doi.org/10.1177/135676670100700108","title":"Customer knowledge management in the travel industry","display_name":"Customer knowledge management in the travel industry","publication_year":2001,"publication_date":"2001-01-01","ids":{"openalex":"https://openalex.org/W2169406342","doi":"https://doi.org/10.1177/135676670100700108","mag":"2169406342"},"language":"en","primary_location":{"id":"doi:10.1177/135676670100700108","doi":"https://doi.org/10.1177/135676670100700108","is_oa":false,"landing_page_url":"https://doi.org/10.1177/135676670100700108","pdf_url":null,"source":{"id":"https://openalex.org/S83271458","display_name":"Journal Of Vacation Marketing","issn_l":"1356-7667","issn":["1356-7667","1479-1870"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a","anvur-scientific","cwts-core","jufo-1","norway-1","poland-100","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310320017","host_organization_name":"SAGE Publishing","host_organization_lineage":["https://openalex.org/P4310320017"],"host_organization_lineage_names":["SAGE Publishing"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Vacation Marketing","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5090718376","display_name":"Paul R Gamble","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I28290843","display_name":"University of Surrey","ror":"https://ror.org/00ks66431","country_code":"GB","type":"education","lineage":["https://openalex.org/I28290843"]}],"countries":["GB"],"is_corresponding":false,"raw_author_name":"Paul Gamble","raw_affiliation_strings":["Surrey European e-Management School, at the University of Surrey,"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Surrey European e-Management School, at the University of Surrey,","institution_ids":["https://openalex.org/I28290843"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5010916505","display_name":"Melanie Chalder","orcid":"https://orcid.org/0000-0003-1964-2815","observed_orcids":["https://orcid.org/0000-0003-1964-2815"]},"institutions":[{"id":"https://openalex.org/I36234482","display_name":"University of Bristol","ror":"https://ror.org/0524sp257","country_code":"GB","type":"education","lineage":["https://openalex.org/I36234482"]}],"countries":["GB"],"is_corresponding":false,"raw_author_name":"Melanie Chalder","raw_affiliation_strings":["University of Bristol"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"University of Bristol","institution_ids":["https://openalex.org/I36234482"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5025243094","display_name":"Merlin Stone","orcid":"https://orcid.org/0000-0003-4687-0629","observed_orcids":["https://orcid.org/0000-0003-4687-0629"]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Merlin Stone","raw_affiliation_strings":["firm of management consultants"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"firm of management consultants","institution_ids":[]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":{"value":3900,"currency":"USD","value_usd":3900},"apc_paid":null,"fwci":0.0,"has_fulltext":false,"cited_by_count":37,"citation_normalized_percentile":{"value":0.38468817,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":100},"biblio":{"volume":"7","issue":"1","first_page":"83","last_page":"91"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.6532999873161316,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.6532999873161316,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10910","display_name":"Corporate Governance and Management","score":0.2615000009536743,"subfield":{"id":"https://openalex.org/subfields/1408","display_name":"Strategy and Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10003","display_name":"Innovation and Knowledge Management","score":0.03449999913573265,"subfield":{"id":"https://openalex.org/subfields/1408","display_name":"Strategy and Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-knowledge-management","display_name":"customer knowledge management","score":0.9959999918937683},{"id":"https://openalex.org/keywords/customer-relationship-management","display_name":"customer relationship management","score":0.9769999980926514},{"id":"https://openalex.org/keywords/tourism-industry","display_name":"tourism industry","score":0.9940000176429749},{"id":"https://openalex.org/keywords/strategic-vision","display_name":"strategic vision","score":0.7760000228881836},{"id":"https://openalex.org/keywords/customer-needs","display_name":"customer needs","score":0.9269999861717224},{"id":"https://openalex.org/keywords/role-of-technology","display_name":"role of technology","score":0.7599999904632568},{"id":"https://openalex.org/keywords/service-delivery","display_name":"service delivery","score":0.8450000286102295},{"id":"https://openalex.org/keywords/market-change","display_name":"market change","score":0.46700000762939453}],"concepts":[{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.7555330991744995},{"id":"https://openalex.org/C2776640315","wikidata":"https://www.wikidata.org/wiki/Q7315941","display_name":"Respondent","level":2,"score":0.7247034311294556},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.7188953161239624},{"id":"https://openalex.org/C57660159","wikidata":"https://www.wikidata.org/wiki/Q5196460","display_name":"Customer intelligence","level":5,"score":0.5662616491317749},{"id":"https://openalex.org/C31367271","wikidata":"https://www.wikidata.org/wiki/Q5196444","display_name":"Customer advocacy","level":4,"score":0.5405411124229431},{"id":"https://openalex.org/C198531522","wikidata":"https://www.wikidata.org/wiki/Q485146","display_name":"Sample (material)","level":2,"score":0.5133492350578308},{"id":"https://openalex.org/C98825075","wikidata":"https://www.wikidata.org/wiki/Q485643","display_name":"Customer relationship management","level":2,"score":0.5079560875892639},{"id":"https://openalex.org/C63207073","wikidata":"https://www.wikidata.org/wiki/Q1076010","display_name":"Customer to customer","level":5,"score":0.4760667681694031},{"id":"https://openalex.org/C2985100168","wikidata":"https://www.wikidata.org/wiki/Q2005683","display_name":"Customer needs","level":2,"score":0.4587476849555969},{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.4452963173389435},{"id":"https://openalex.org/C2984334869","wikidata":"https://www.wikidata.org/wiki/Q1060653","display_name":"Customer service","level":3,"score":0.4439737796783447},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.3593108057975769},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.3452986478805542},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.2923803925514221},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.0},{"id":"https://openalex.org/C43617362","wikidata":"https://www.wikidata.org/wiki/Q170050","display_name":"Chromatography","level":1,"score":0.0},{"id":"https://openalex.org/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","level":1,"score":0.0},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.0},{"id":"https://openalex.org/C185592680","wikidata":"https://www.wikidata.org/wiki/Q2329","display_name":"Chemistry","level":0,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1177/135676670100700108","doi":"https://doi.org/10.1177/135676670100700108","is_oa":false,"landing_page_url":"https://doi.org/10.1177/135676670100700108","pdf_url":null,"source":{"id":"https://openalex.org/S83271458","display_name":"Journal Of Vacation Marketing","issn_l":"1356-7667","issn":["1356-7667","1479-1870"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a","anvur-scientific","cwts-core","jufo-1","norway-1","poland-100","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310320017","host_organization_name":"SAGE Publishing","host_organization_lineage":["https://openalex.org/P4310320017"],"host_organization_lineage_names":["SAGE Publishing"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Vacation Marketing","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":0,"referenced_works":[],"related_works":["https://openalex.org/W2782828894","https://openalex.org/W2527023156","https://openalex.org/W2134586081","https://openalex.org/W2609075002","https://openalex.org/W1509259978","https://openalex.org/W7217831719","https://openalex.org/W7010239635","https://openalex.org/W7112882766","https://openalex.org/W4387640346","https://openalex.org/W1958649476"],"abstract_inverted_index":{"Despite":[0],"the":[1,8,17,35,85,93],"increasing":[2],"importance":[3,95],"of":[4,22,70,87,96],"customer":[5,41,82,97],"knowledge":[6],"management,":[7,99],"concept":[9],"appears":[10],"to":[11,28,45,50,103,106],"be":[12,104],"ill-defined":[13],"by":[14],"companies":[15,33],"across":[16],"travel":[18,36],"industry.":[19],"The":[20],"aims":[21],"this":[23],"research":[24,60],"were":[25,38,64,77,101],"twofold:":[26],"first,":[27],"determine":[29],"how":[30,47],"some":[31],"leading":[32],"within":[34],"industry":[37],"managing":[39],"their":[40],"relationships;":[42],"and":[43,84],"second,":[44],"ascertain":[46],"they":[48,100],"intended":[49],"proceed":[51],"in":[52],"a":[53,58,67],"changing":[54],"market":[55],"environment.":[56],"Using":[57],"qualitative":[59],"approach,":[61],"semistructured":[62],"interviews":[63],"held":[65],"with":[66,109],"convenience":[68],"sample":[69],"ten":[71],"respondent":[72],"companies.":[73],"Several":[74],"major":[75],"issues":[76],"identified,":[78],"including":[79],"strategic":[80,94],"vision,":[81],"knowledge/needs,":[83],"role":[86],"technology.":[88],"While":[89],"most":[90],"respondents":[91],"acknowledged":[92],"relationship":[98],"found":[102],"struggling,":[105],"varying":[107],"degrees,":[108],"its":[110],"integration":[111],"into":[112],"service":[113],"delivery.":[114]},"counts_by_year":[{"year":2026,"cited_by_count":1},{"year":2023,"cited_by_count":1},{"year":2022,"cited_by_count":2},{"year":2021,"cited_by_count":3},{"year":2020,"cited_by_count":1},{"year":2019,"cited_by_count":1},{"year":2017,"cited_by_count":3},{"year":2015,"cited_by_count":13},{"year":2012,"cited_by_count":1}],"updated_date":"2026-09-22T06:50:58.402377","created_date":"2016-06-24T00:00:00"}
