Review article
https://doi.org/10.20867/thm.19.1.4
Communication with market segments - travel agencies' perspective
Lorena Bašan
; Faculty of Tourism and Hospitality Management, University of Rijeka, Opatija, Croatia
Jasmina Dlacic
orcid.org/0000-0002-3592-1876
; Faculty of Economics, University of Rijeka, Rijeka, Croatia
Željko Trezner
orcid.org/0000-0001-5647-3155
; Association of Croatian Travel Agencies, Zagreb, Croatia
Abstract
Purpose – The purpose of this paper is to research the travel agencies’ communication with market segments. Communication with market segments takes into account marketing communication means as well as the implementation of different business orientations.
Design – Special emphasis is placed on the use of different marketing communication means and their efficiency. Research also explores business orientation adaptation when approaching different market segments.
Methodology – In exploring marketing communication means, insights from Van der Merve (2003) were used. A selling orientation-customer orientation (SOCO) scale (Periatt, LeMay and Chakrabarty 2004) was implemented for exploring travel agencies’ business orientation. In
exploring travellers’ motivations, insights from Ružic, Turkalj and Racic (2003), and Tomas Summer (2010) were used.
Findings – Research results indicate that additional efforts should be made in restructuring travel agencies’ promotional budgets. Marketing communication means are not used according to the efficiency of their allocation. Therefore, the efficiency of marketing communication means used for reaching target markets should be taken into account. Additionally, travel agencies adapt their business orientation according to the importance of market segments. But future development
and interaction with market segments should also be taken into account when adapting business orientation.
Originality of this research – The originality is evident in the insights it provides about travel agencies’ communication efforts on target markets. It is original because it applies a selling orientation-customer orientation to a travel agency setting, and its research results indicate that business orientation implementation depends on the target market.
Keywords
target market segments; marketing communication means; travel agencies’ business orientation; Croatian travel agencies
Hrčak ID:
104049
URI
Publication date:
19.6.2013.
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