Izabela Michalska-Dudek

• Professor
• Head of Department at Wroclaw University of Economics and Business

Purpose This study aims to map past and current research on hotel service quality, taking into account recent technological developments. It describes the evolution of research subjects, identifies key bibliographic indicators, and explores methodological approaches used in the research. Design/Methodology/Approach This study uses bibliometric ana...

This article focuses on identifying the directions of changes in the decision-making process of purchasing package travels and the motives determining this purchase, as well as the impact of these motives on the affective, behavioral and global loyalty of travel agency customers during the COVID-19 pandemic. To achieve the research goal, a literatu...

Tourist decision-making has been heavily affected by the pandemic crisis, which increases the complexity of the tourism business operations and shakes the foundations of tourism sustainable development. Thus, studying and comprehension of tourists’ behaviors, including the purchasing decisions, and incorporating this knowledge into the strategies o...

Głównym celem artykułu była identyfikacja zmian w procesie podejmowania decyzji zakupu przez nabywców pakietów wakacyjnych pod wpływem pandemii wirusa COVID-19. Do jego osiągnięcia przeprowadzono kwerendę literatury naukowej, a także badania nabywców usług turystycznych (N =1502) dotyczące problematyki realizowania podróży przed pandemią oraz w cza...

Introduction. The dynamic increase in world tourism demand was interrupted by the COVID-19 pandemic. The package holidays market is one of the tourism branches affected by the crisis the most. The study aimed at identifying the direction of changes in purchase behaviors regarding package holidays caused by the COVID-19 pandemic. Material and method...

In the paper the deep learning model based on deep neural networks for predicting the ROPO behaviour of tourists is compared with classical discriminant analysis techniques as: linear discriminant analysis, kernel discriminant analysis, KNN method, SVM and classification trees on a real dataset containing the results of survey prepared by authors....

Purpose: The study aims to identify the direction of changes in shopping behaviour regarding package holidays caused by the COVID-19. Design/Methodology/Approach: The research on tourists purchasing travel packages during the COVID-19 was quantitative on a nationwide online panel of respondents (N=1502), characterized by a representative distributi...

Customer loyalty to a destination and accommodation services constitutes a frequent object of research; however, customer loyalty to travel agencies is rarely analyzed. The presented article is an attempt to fill in this research gap. Its purpose is to construct and verify the model covering the impact of the selected factors on the loyalty level o...

This article investigates the research online, purchase offline (ROPO) behaviour patterns of holiday packages buyers during the planning and buying process and identifies the socio-economic factors (gender, age, education, number of people, including minors, in a household, place of residence or financial status, etc.) determining its occurrence. T...

The article presents a client loyalty model which may be used in the process of managing an optimum portfolio of clients by means of identifying and selecting key clients of a tourist enterprise. There are also described results of the author’s own research allowing us to identify the key factors determining the occurrence of behavioral loyalty of...

W artykule przedstawiono wyniki badań własnych, które pozwoliły na zidentyfikowanie kluczowych czynników warunkujących wystąpienie lojalności behawioralnej klientów biur podróży oraz opracowanie profilu lojalnego nabywcy usług biur podróży. Analizie poddano rzeczywiste dane historyczne, pochodzące z systemu księgowo-rezerwacyjnego jednej z ogólnopo...

In this paper, there is presented the essence of loyalty programs – one of the most crucial instruments of relationship marketing-mix. There are also described results of the empirical research, which evaluated the rate and range of their application in practice of marketing activity of travel agencies in Poland.

The article characterizes the selected information sources referring to the clients of travel services(activity on websites or social networks and mobile applications used), next an attempt is made to transform the information collected from the aforementioned sources into knowledge allowing effective marketing management of a tourist enterprise. T...

The primary purpose of the article is to characterize the two trends in tourism consumption, mutually determining each other, and their impact on the distribution strategies of entities operating in the sector of tourism organization and intermediation. By means of applying the method of scientific publications, both domestic and foreign, review th...

The purpose of the hereby study is to discuss models presented in the subject literature and reflecting the customer loyalty development process, identifying the explanatory variables applied in these models, as well as specifying the ones which can be subject to verification in research covering customer loyalty on tourist market. The author at...

In this paper, there will are presented both the essence of the relationship marketing concept and the characteristics of CRM class systems, as well as basic advantages and threats resulting from their implementation. There will be also described results of the questionnaire survey, which estimated the awareness and level of application of marketin...

The hereby paper discusses the concept of clients’ loyalty probability forecast model, which may be used in the process of establishing an optimum portfolio of clients by means of identifying and selecting key clients of an enterprise. The verification of suggested model correctness in the process of consumer loyalty establishment will be performed...