Annotated Bibliography of the Tourism Industry Research

This annotated bibliography examines several articles related to the tourism industry, covering topics such as tourism marketing, service management, the importance of research, destination branding, and customer relationship management. The bibliography includes analyses of five articles, each exploring different facets of the tourism sector. The articles discuss smart tourism, customer relationship management (CRM), the impact of tourist perceptions on destination branding, innovation strategies in hospitality, and integrated media marketing. Each entry provides a summary of the article's context, main points, and limitations. The bibliography highlights the significance of research, customer satisfaction, and adaptability in the evolving tourism landscape. It emphasizes the need for companies to understand customer needs, implement effective marketing strategies, and embrace innovation to remain competitive and successful.

Running head: ANNOTATED BIBLIOGRAPHY OF TOURISM INDUSTRY
ANNOTATED BIBLIOGRAPHY OF TOURISM INDUSTRY
Name of the Student
Name of the University
Author Note

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Abstract
This paper is an annotated bibliography that talks about the articles about the tourism
industry. This paper analyzes the articles and mentions the context, the body and the
limitations of the articles that deal with topics like tourism marketing, service management,
importance of research in the tourism industry, destination branding and tourism marketing.

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Table of Contents
Introduction................................................................................................................................3
Annotated bibliography 1...........................................................................................................3
Hunter, W. C., Chung, N., Gretzel, U., & Koo, C. (2015). Constructivist research in smart
tourism. Asia Pacific Journal of Information Systems, 25(1), 105-120.................................3
Annotated bibliography 2...........................................................................................................4
Singh, M. (2017). Customer Relationship Management in Travel & Tourism
Industry. IOSR Journal of Business and Management (IOSR-JBM), 19(6), 47-53...............4
Annotated bibliography 3...........................................................................................................5
Tukamushaba, E. K., Xiao, H., & Ladkin, A. (2016). The effect of tourists’ perceptions of
a tourism product on memorable travel experience: Implications for destination
branding. European journal of tourism, hospitality and recreation, 7(1), 2-12....................5
Annotated bibliography 4...........................................................................................................6
Martin-Rios, C., & Ciobanu, T. (2019). Hospitality innovation strategies: An analysis of
success factors and challenges. Tourism Management, 70, 218-229....................................6
Annotated bibliography 5...........................................................................................................7
Tamaki, K. Y. (2018). Integrated, diverse media marketing linked with database marketing
for inbound reginal tourism planned by destination. Journal of Global Tourism
Research, 3(1)........................................................................................................................7
Conclusion..................................................................................................................................8

3ANNOTATED BIBLIOGRAPHY OF TOURISM INDUSTRY
Introduction
Tourism industry is one of the largest and profitable industries in recent times. The
tourism industry is one of the important branches of the service industry. Tourism is mainly
travel for business or pleasure. The industry is highly planned and organized as it works with
many other industries in a complex manner. It is said to be the most efficient industries
accounting to about 655 billion dollars globally per year and jobs about 70 million
worldwide.
Annotated bibliography 1
Hunter, W. C., Chung, N., Gretzel, U., & Koo, C. (2015). Constructivist research
in smart tourism. Asia Pacific Journal of Information Systems, 25(1), 105-120.
Research has always been an important factor in the tourism factor. It is important t
do proper research on the current trends and the growing needs of the people to make
sustainable changes in the industry in order to cater to needs of the customers for their
ultimate satisfaction. In this article the authors shed a light on smart tourism and how
communication technology and information help to develop innovative tools for the tourism
industry. The authors state that in the world of digitization and internet it has become easier
for the industry to assess the changing needs of the customers and has become easier to get
instant feedback from the customers about their likes and dislikes that can help the industry to
understand and make positive changes in their operations to meet the expectations of the
customers. The rise in technology has paved way for the industry to promote their services
and experience online to reach maximum people possible in less time. However, other
scholars have mentioned that there are problems as it is difficult to portray the experience
through images and often fools people into believing about the place (Mak, 2017). Smart

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tourism has saved cost on making expensive brochures and guidelines as companies have
started uploading informations and pictures online for the customers to make decisions. This
paper states that smart tourism encourages soft power by encouraging and promoting
democracy and national culture. Soft power is promoted and works by showing attractive
images of destinations of other countries to make people appreciate it and want to experience
the culture of the place.
This paper argues that smart tourism is important and is helpful however does not
state the negative aspects of smart tourism that may have a negative impact on the society.
Annotated bibliography 2
Singh, M. (2017). Customer Relationship Management in Travel & Tourism
Industry. IOSR Journal of Business and Management (IOSR-JBM), 19(6), 47-53.
In this article the author has stated that in the tourism industry it is important for the
companies to maintain positive customer relations to maximize a strong customer loyalty and
to achieve good payoffs like referrals, loyalty, positive review and word of mouth. The author
states that Customer relation management (CRM) is a primary competitive strategy that a
company needs to adopt in order to focus of the requirements and needs of the customers to
enhance their services. The author states that the tourism is a service industry and states the
important factors that need to be followed in the tourism sector for customer satisfaction. The
author states that companies needs to market their services and enhance the service qualities
by not only providing good services but by also building a trust and an emotional connect for
loyalty. According to research it has been proved that it is important for the industry to make
customers feel wanted, building an emotional connect, confidence and trust that will make
the customers revisit and help in having a good experience (Hemsley-Brown & Alnawas,

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2016). According to other authors CRM is dynamic and has the capability of developing and
shaping the tourism industry as the needs of people are ever changing and effective
relationship management will help to cope up with the new needs and satisfy the customers
for a positive reputation and growth in the market (Minh Ngo et al, 2017).
In this paper highest priority is given to CRM and enhancement of the services
according to the needs of people which is important in the service industry to generate good
revenues and a competitive advantage in the market.
Annotated bibliography 3
Tukamushaba, E. K., Xiao, H., & Ladkin, A. (2016). The effect of tourists’
perceptions of a tourism product on memorable travel experience: Implications
for destination branding. European journal of tourism, hospitality and
recreation, 7(1), 2-12.
This article states that destination branding is an important factor in influencing the
perception of the customers while planning and choosing holiday destinations. The author
suggests that it is important for companies to understand the mindset and the perceptions of
the people about tourism and brand accordingly. If the perceptions of the tourist are met then
they automatically create a memorable experience. According to other authors just meeting
the expectations of the tourists is not enough. Services that come as an overwhelming
surprise is important for the tourists to have a memorable experience (Rocha & Fink, 2017).
The authors here suggest that destination branding is an important factor as not all people
have the same choice while choosing a destination. Destination branding has been
highlighted here and mentioned that it is important for the companies to come up with
different packages and branding that suits a variety of people and helps them to choose from

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there. Furthermore other researchers have put emphasis on the appraisal theory stating that
the reaction of the people from the evaluation they make from the experiences is important to
enhance and make changes in the branding of packages that help to cater to the different
needs (Skavronskaya et al, 2017).
This paper states that it is important for the companies to assess the perceptions of the
customers for proper destination branding that will cater to the needs of customers with
different needs. Many authors agree to this fact and it’s important. However, this article does
not mention the methods that can be implemented to enhance destination branding and does
not mention extra services that can be provided to tourists for an exceptional experience.
Annotated bibliography 4
Martin-Rios, C., & Ciobanu, T. (2019). Hospitality innovation strategies: An
analysis of success factors and challenges. Tourism Management, 70, 218-229.
This article states that for a successful tourism management all parts of an
organization needs to function properly, adapt to change in the society and implement
effective strategies. The industry highly depends on the services they provide but there are
other measures and resources that need to be taken to satisfy customers. According to
researches the tourism industry needs to make strategic changes for innovation as the industry
is dynamic and constantly evolving (Richard, 2017). The authors present the innovative
strategies that the industry should take up like development in the services by adding
technologies that can help to cater to the needs of the customers in a short span of time,
changes in the operations of the organization by adapting to the changes in the market and the
society and product changes like availability of new beverage and food brands. This paper
also states the challenges like new resources and technologies might increase the budget of

7ANNOTATED BIBLIOGRAPHY OF TOURISM INDUSTRY
the company, it can challenge the employees as it can take time for the employees to adapt to
the changes to provide proper customer service. Moreover researchers have found that many
employees are not ready for immediate change and takes considerable amount of time to
adapt to the changes. This sometimes results in poor performance and low self esteem (Shah,
Irani & Sharif, 2017).
The authors of the paper present the innovative strategies that are easy to understand
and have also mentioned the drawbacks of the strategies. However, the drawbacks mentioned
in the paper are not mentioned in details that makes the paper vague.
Annotated bibliography 5
Tamaki, K. Y. (2018). Integrated, diverse media marketing linked with database
marketing for inbound reginal tourism planned by destination. Journal of Global
Tourism Research, 3(1).
This article states that it is important for the tourism industry to engage in marketing
strategies. The industry needs to market to spread awareness of the services and the products
to the customers. With the invention of the internet and advancement of communication
technology it is important for the companies to adapt to the changes and market through new
social platforms where people participate actively. The author states that digital marketing
helps to connect with people faster and directly reaches the target audience. Many researchers
have said that marketing by partnering with travel bloggers have been beneficial for
companies in recent times (Sood et al, 2016). The article states the benefits of the customers
in terms of accessibility to get information about the tourism packages and browse through
the sites to see the pictures and also helps the customers to purchase tickets online that help
save time and also becomes cost friendly for the companies.

8ANNOTATED BIBLIOGRAPHY OF TOURISM INDUSTRY
This paper gives a detail about the benefits of media marketing and use of social
networking sites for promotion. However, this paper does not give any limitations of media
marketing making the paper biased and one sided.
Conclusion
The tourism industry is constantly evolving and has been growing. The tourism
industry is one of the largest industries that have been generating a lot of revenues by
providing exceptional services to their customers for their satisfaction. The dynamic industry
has been constantly evolving and adapting to change as per the society that has helped the
industry grow. The exceptional capability of the industry to adapt to change and make
effective changes has pave way for the success of the industry and will help the industry to
retain their position in the market.

9ANNOTATED BIBLIOGRAPHY OF TOURISM INDUSTRY
Reference
Hemsley-Brown, J., & Alnawas, I. (2016). Service quality and brand loyalty: the mediation
effect of brand passion, brand affection and self-brand connection. International
Journal of Contemporary Hospitality Management, 28(12), 2771-2794.
Minh Ngo, V., Pavelková, D., Phan, T., Phu, Q., & Van Nguyen, N. (2017). Customer Relationship
Management (CRM) in small and medium tourism enterprises: A dynamic capabilities
perspective. Tourism and hospitality management, 24(1), 1-24.
Online destination image: Comparing national tourism organisation's and tourists'
perspectives. Tourism Management, 60, 280-297.
Richard, B. (2017). Hotel chains: survival strategies for a dynamic future. Journal of Tourism
Futures, 3(1), 56-65.
Rocha, C. M., & Fink, J. S. (2017). Tourism Management Perspectives. Tourism
Management, 22, 17-26.
Shah, N., Irani, Z., & Sharif, A. M. (2017). Big data in an HR context: Exploring
organizational change readiness, employee attitudes and behaviors. Journal of
Business Research, 70, 366-378.
Skavronskaya, L., Scott, N., Moyle, B., Le, D., Hadinejad, A., Zhang, R., ... & Shakeela, A.
(2017). Cognitive psychology and tourism research: state of the art. Tourism
Review, 72(2), 221-237.
Sood, S., Woodside, A., Kattiyapornpong PhD, U., & Miller, K. E. (2016). Assessing perceived
destination image and brand equity through Web 2.0.