Next Article in Journal
Exploration of Global Brand Value Announcements and Market Reaction
Next Article in Special Issue
Do Brands Matter in Unlisted Firms? An Empirical Study of the Association between Brand Equity and Financial Performance
Previous Article in Journal / Special Issue
Local Food Shopping: Factors Affecting Users’ Behavioural E-Loyalty
Article Menu
Issue 3 (September) cover image

Export Article

Open AccessArticle
Adm. Sci. 2018, 8(3), 48; https://doi.org/10.3390/admsci8030048

Reviewing the Online Tourism Value Chain

Marketing Department, University of Zaragoza, Facultad de Economía y Empresa, 2, 50005 Zaragoza, Spain
*
Author to whom correspondence should be addressed.
Received: 18 July 2018 / Revised: 7 August 2018 / Accepted: 16 August 2018 / Published: 22 August 2018
(This article belongs to the Special Issue Customer Loyalty and Brand Management)
Full-Text   |   PDF [952 KB, uploaded 24 August 2018]   |  

Abstract

The booking purchase process in B2C tourism online from the perspective of the quality-satisfaction-loyalty value chain has scarcely been investigated. The measurement models of the variables are not unified and essential variables, as transaction costs, need more research in order to achieve a comprehensive model of the digital tourist purchase process. This research is aimed at solving this gap through the proposal of a theoretical structural model, which is tested for the Spanish context. The results show that the measurement of website-perceived quality must include utilitarian and hedonic aspects, which can provide a competitive advantage to acquire and retain customers. Perceived quality and transaction costs determine customer’s satisfaction and, ultimately, repurchase intentions or brand loyalty. Prices are found as mediator variables fostering the effect of quality on satisfaction, and non-monetary costs act as a cause of satisfaction. The online B2C tourism business must implement efficient internal and external processes to justify perceived costs. View Full-Text
Keywords: B2C tourism online; online booking purchases; re-purchase intentions; satisfaction; transaction costs; value chain; website quality B2C tourism online; online booking purchases; re-purchase intentions; satisfaction; transaction costs; value chain; website quality
Figures

Figure 1

This is an open access article distributed under the Creative Commons Attribution License which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited (CC BY 4.0).
SciFeed

Share & Cite This Article

MDPI and ACS Style

Berne-Manero, C.; Gómez-Campillo, M.; Marzo-Navarro, M.; Pedraja-Iglesias, M. Reviewing the Online Tourism Value Chain. Adm. Sci. 2018, 8, 48.

Show more citation formats Show less citations formats

Note that from the first issue of 2016, MDPI journals use article numbers instead of page numbers. See further details here.

Related Articles

Article Metrics

Article Access Statistics

1

Comments

[Return to top]
Adm. Sci. EISSN 2076-3387 Published by MDPI AG, Basel, Switzerland RSS E-Mail Table of Contents Alert
Back to Top