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Reviewing the Online Tourism Value Chain

Author

Listed:
  • Carmen Berne-Manero

    (Marketing Department, University of Zaragoza, Facultad de Economía y Empresa, 2, 50005 Zaragoza, Spain)

  • Maria Gómez-Campillo

    (Marketing Department, University of Zaragoza, Facultad de Economía y Empresa, 2, 50005 Zaragoza, Spain)

  • Mercedes Marzo-Navarro

    (Marketing Department, University of Zaragoza, Facultad de Economía y Empresa, 2, 50005 Zaragoza, Spain)

  • Marta Pedraja-Iglesias

    (Marketing Department, University of Zaragoza, Facultad de Economía y Empresa, 2, 50005 Zaragoza, Spain)

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.

Suggested Citation

  • Carmen Berne-Manero & Maria Gómez-Campillo & Mercedes Marzo-Navarro & Marta Pedraja-Iglesias, 2018. "Reviewing the Online Tourism Value Chain," Administrative Sciences, MDPI, vol. 8(3), pages 1-18, August.
    • Handle: RePEc:gam:jadmsc:v:8:y:2018:i:3:p:48-:d:165241
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    References listed on IDEAS

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    Cited by:

    1. José Múgica & Carmen Berné, 2020. "Direct and Indirect Tourism Online Channels. Do They Have a Different Potential for Customer Loyalty?," Sustainability, MDPI, vol. 12(11), pages 1-15, June.
    2. Nguyen The Hien & Yen-Lun Su & Raksmey Sann & Le Thi Phuong Thanh, 2022. "Analysis of Online Customer Complaint Behavior in Vietnam’s Hotel Industry," Sustainability, MDPI, vol. 14(7), pages 1-15, March.

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