Reviewing the Online Tourism Value Chain

Carmen Berne-Manero, Maria Gómez-Campillo, Mercedes Marzo-Navarro and Marta Pedraja-Iglesias
Additional contact information
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
Authors registered in the RePEc Author Service: Carmen Berne Manero

Administrative Sciences, 2018, vol. 8, issue 3, 1-18

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.

Keywords: B2C tourism online; online booking purchases; re-purchase intentions; satisfaction; transaction costs; value chain; website quality (search for similar items in EconPapers)
JEL-codes: L M M0 M1 M10 M11 M12 M14 M15 M16 (search for similar items in EconPapers)
Date: 2018
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (2)

Downloads: (external link)
https://www.mdpi.com/2076-3387/8/3/48/pdf (application/pdf)
https://www.mdpi.com/2076-3387/8/3/48/ (text/html)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:gam:jadmsc:v:8:y:2018:i:3:p:48-:d:165241

Access Statistics for this article

Administrative Sciences is currently edited by Ms. Nancy Ma

More articles in Administrative Sciences from MDPI
Bibliographic data for series maintained by MDPI Indexing Manager ().