WINE INDUSTRY

Wine Industry

Wine Industry

Academic Journals

1. Carmichael, B. (2005). Understanding the Wine Tourism Experience for Winery Visitors in the Niagara Region, Ontario, Canada. Tourism Geographies, 7(2), 185-204. http://search.ebscohost.com, doi:10.1080/14616680500072414

In this research report many companies have been discussed which suggests that today clearly recognize that their offers to customers go well beyond the characteristics and attributes of the product they manufacture. Service has become an integral part of the offer, even in consumer goods, directly influencing customer satisfaction. A high service quality may improve company competitiveness, builds customer trust, supports a company's brand and other product attributes. Initially, the advent of the Internet focused attention primarily on its potential for advertising and selling online, later on it has been realized the potential arising from the integration of this new technology in the discipline of marketing. Customer service, nevertheless, is shown to play a fundamental role in producing customer loyalty. Once loyalty has precedents in consumer satisfaction, and considering satisfaction as a complex process combining several types of contacts between consumers and companies, customer service assumes a partial responsibility for overall satisfaction.

In this context customer care has become crucial for business success in heavily competitive environments. Since the web offers the possibility for immediate, inexpensive, two-way, and personalized customer communication many enterprises are implementing web-based systems to facilitate fast and direct online interaction with clients.

2. Hashimoto, A., & Telfer, D. (2003). Positioning an Emerging Wine Route in the Niagara Region: Understanding the Wine Tourism Market and Its Implications for Marketing. Journal of Travel & Tourism Marketing, 14(3/4), 61-76. http://search.ebscohost.com

In this research report online retailing of wine has received attention from the beginning of the commercial use of the Internet, other significant functions of this instrument have not been entirely exploited by many firms. The promises of the Internet as a platform to reach new outlets, markets of global dimensions, virtually infinite product selections, intimate customer relationships, low cost and streamlined distribution chains have largely been dissatisfied in the wine industry.

In particular, customers care services. Given that web customer care is rarely investigated in the food sector, an even larger lack of studies can be found in the wine marketing literature.

In this research report the current study exploring the capability of Italian wine firms to respond to commercial inquiries sent exclusively via e-mail aims to disclose a new avenue of research for academics, professionals and wine entrepreneurs.

The study, carried out during March-April 2009, was conducted on a random sample of 300 wine firms, located across Italy, that were contacted through their official e-mail address for the purpose of exploring: time and efficiency of the responses and the amount of additional information provided via electronic answering to a straightforward commercial enquiry.

3. Brown, G., Havitz, M., & Getz, D. (2006). Relationship between Wine Involvement and Wine-Related Travel. Journal of Travel & Tourism Marketing, 21(1), 31-46. http://search.ebscohost.com, doi:10.1300/J073v21n01-03

This research report investigates whether customer care service is truly perceived as a relevant issue for Italian wine companies that are actively on the ...