Understanding service quality in a virtual travel community environment
Technological innovations in the tourism industry have significantly influenced the communication channels between service providers and potential travelers. Virtual travel communities (VTCs) are now popular and influential venues for tourism information sharing, yet little is known about membership behavior. The purpose of this study is to test a new model of VTC beliefs, attitudes, and behaviors using structural equation modeling. The model integrates measures proven in traditional consumer behavior theory, such as satisfaction, trust, and brand attitude, with behavioral measures unique to the virtual domain, such as stickiness. The results of an online survey of members of C-Trip, a Chinese VTC, indicate that the quality of the community significantly influences member satisfaction and trust. However, trust does not directly influence site stickiness or intention to transact. Member satisfaction significantly influences site stickiness, whereas trust influences brand attitude, which in turn influences intention to transact. These relationships suggest a service blueprint for site owners to ultimately stimulate online transactions.
Volume (Year): 66 (2013)
Issue (Month): 8 ()
|Contact details of provider:|| Web page: http://www.elsevier.com/locate/jbusres|
Please report citation or reference errors to , or , if you are the registered author of the cited work, log in to your RePEc Author Service profile, click on "citations" and make appropriate adjustments.:
- Grandón, Elizabeth E. & Nasco, Suzanne A. & Mykytyn Jr., Peter P., 2011. "Comparing theories to explain e-commerce adoption," Journal of Business Research, Elsevier, vol. 64(3), pages 292-298, March.
- Wu, Jyh-Jeng & Chen, Ying-Hueih & Chung, Yu-Shuo, 2010. "Trust factors influencing virtual community members: A study of transaction communities," Journal of Business Research, Elsevier, vol. 63(9-10), pages 1025-1032, September.
- Osti, Linda, 2009. "Creating UGC Areas of Official Destination Websites: Is there a Recipe for Success? An Insight through Netnographic Research," MPRA Paper 25436, University Library of Munich, Germany, revised Aug 2009.
- Ajzen, Icek, 1991. "The theory of planned behavior," Organizational Behavior and Human Decision Processes, Elsevier, vol. 50(2), pages 179-211, December.
- Guo, Lin & Xiao, Jing Jian & Tang, Chuanyi, 2009. "Understanding the psychological process underlying customer satisfaction and retention in a relational service," Journal of Business Research, Elsevier, vol. 62(11), pages 1152-1159, November.
- Martin, Drew, 2010. "Uncovering unconscious memories and myths for understanding international tourism behavior," Journal of Business Research, Elsevier, vol. 63(4), pages 372-383, April.
When requesting a correction, please mention this item's handle: RePEc:eee:jbrese:v:66:y:2013:i:8:p:1153-1160. See general information about how to correct material in RePEc.
For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Dana Niculescu)
If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.
If references are entirely missing, you can add them using this form.
If the full references list an item that is present in RePEc, but the system did not link to it, you can help with this form.
If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your profile, as there may be some citations waiting for confirmation.
Please note that corrections may take a couple of weeks to filter through the various RePEc services.