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Online Travel Service Quality: The Importance of Pre-Transaction Services

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Author Info
Semeijn,Janjaap
Pauwels,Piet
Riel,Allard C.R.,van (METEOR)

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Abstract

The Internet revolution has led to significant changes in the way travel agencies interact with customers. Travel websites are used to different degrees, and for a variety of combinations of pre-transaction, transaction and post-transaction services. A better understanding of how customers interact with online services will help providers improve service quality to levels that satisfy or even delight customers, and thus create loyalty. This article provides a comprehensive review of the literature on online service quality, applies the theory to online travel offerings, and reports on an empirical study of quality perceptions of pre-transaction services provided on three travel websites. Effects on customer perceived quality were measured for process and outcome dimensions of online services. Implications for the design of online travel services and suggestions for further research are formulated.

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Paper provided by Maastricht : METEOR, Maastricht Research School of Economics of Technology and Organization in its series Research Memoranda with number 050.

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Date of creation: 2003
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Handle: RePEc:dgr:umamet:2003050

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Keywords: Economics ;

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  1. Riel,Allard C.R.,van & Streukens,Sandra & Lemmink,Jos & Liljander,Veronica, 2003. "Boost Customer Loyalty With Online Support: The Case Of Mobile Telecomms Providers," Research Memoranda 029, Maastricht : METEOR, Maastricht Research School of Economics of Technology and Organization. [Downloadable!]
  2. Babakus, Emin & Boller, Gregory W., 1992. "An empirical assessment of the SERVQUAL scale," Journal of Business Research, Elsevier, vol. 24(3), pages 253-268, May. [Downloadable!] (restricted)
  3. Caruana, Albert & Ewing, Michael T. & Ramaseshan, B., 2000. "Assessment of the Three-Column Format SERVQUAL: An Experimental Approach," Journal of Business Research, Elsevier, vol. 49(1), pages 57-65, July. [Downloadable!] (restricted)
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