Author(s)

Ding Chen

Corresponding Author

Ding Chen

ABSTRACT

Since the beginning of the 21st century, the business philosophy of enterprises has changed from product-centered to tourism-oriented customers. Therefore, strengthening tourism customer relationship management has become more and more important. Effective travel CRM activities are a practice that is not limited to products and services. This paper reviews the related connotation of tourism customer service in detail, discusses the tourism customer value theory in the e-commerce environment, and gives the ways to improve the management value of tourism customers in the e-commerce environment from two perspectives.

KEYWORDS

E-Commerce, Travel Customer Relationship Management, Value Chain, Value Promotion