Resources Library by ANA

Bottom of the pyramid

Low income consumers, the largest and fastest growing market, are the new frontier for the corporate world.Most low income tourists travel by bus and take their trips with family or friends. Travel packages are organized by someone in the...

Catalogue: Leisure 2006

Authors: Haroldo Torres, Luciana Aguiar, Tania Limeira

October 8, 2006

Spiritual tourism

Spiritual tourism isn't just religious tourism like pilgrimages. In-depth interviews reveal common motives for this form of travel as well as for a number of other forms. A wide spectrum of travel forms deserves this name.Spiritual tourists seek...

Catalogue: Leisure 2006

Author: Christoph B. Melchers

October 8, 2006

Web mining

This paper illustrates how new technologies such as text and data mining can be used to process and analyze text data on a scale not previously possible.The paper investigates the types of information available on one of the most popular hotel...

Catalogue: Leisure 2006

Authors: Tom Anderson, Jesse Chen

October 8, 2006

Blog mining

This paper provides an overview of blogging/online-reviews and and how this experience can be captured, measured, evaluated and acted upon by Leisure firms and Market Researchers.An overview of the tools for data tracking /mining and the ways to...

Catalogue: Leisure 2006

Author: Pravin Shekar

October 8, 2006

Improving the travel experience

This paper analyses why past efforts to raise air passengers' satisfaction have not helped most airlines to differentiate themselves from competitors.Using years of historical and current data collected in the airline industry, the paper demonstrates...

Catalogue: Leisure 2006

Authors: Carsten Friedrichsen, Daniel Ray, David Perroud

October 8, 2006

Behaviour and attitudes of Chinese tourists

The China market has been acknowledged as one of the key emerging leisure markets in the world.This paper provides an overview of the China outbound travel market, and combines the findings from latest attitudinal studies on Chinese tourists.In...

Catalogue: Leisure 2006

Authors: Grace Wen Pan, Rene Bos

Company: Nielsen

October 8, 2006

The myth of service recovery

One factor that influences perceptions of recovery efforts is consumer expectations, while a second factor to consider in assessing the effectiveness of service recovery efforts is understanding problem resolution in the context of the entire service...

Catalogue: Leisure 2006

Author: Rick Garlick

October 8, 2006

Leveraging customer panels for business success

Fairmont Hotels & Resorts is embarking on the fifth year of the management of its online FPC Guest Advisory Panel. Gathering a diverse range of guest feedback, this Panel has proven to be an invaluable source of both strategic and operational...

Catalogue: Leisure 2006

Authors: John Morton, Jon Mamela

Company: Market Probe International Inc.

October 8, 2006

Measuring word of mouth

While still in its infancy, the practice of developing and implementing marketing strategies designed to leverage the power of personal recommendations on a grand scale holds great promise. This paper combines a discussion of the results from a...

Catalogue: Leisure 2006

Authors: Heather Magaw, Judy Melanson

October 8, 2006