Customers’ confidence and trust towards privacy policy: a conceptual research of hotel revenue management

Michael Tinggi, Shaharudin Jakpar, Ting Bick Chin and Junaid M. Shaikh

International Journal of Revenue Management, 2011, vol. 5, issue 4, 350-368

Abstract: This empirical research involves determination on customers’ confidence on hotel’s custodian of customers’ personal information as Kao et al. (2008) suggests that increase customers’ confidence may enhance customers’ satisfaction experiential value and may imply revenue potential. Customers demand assurance that their personal data will be safe and secure. A confident and satisfied customer may spread favourable words of mouth about hotel privy image that will eventually bring about positive impact on revenue. Seventy randomly selected respondents were interviewed and distributed with closed structured questionnaire to investigate some chosen antecedents’ variables, a determinant construct of customers’ confidence and trust. The findings corroborate that customers’ personal belief primarily contributes to their high level of confidence on hotel privacy policy. Therefore, in an effort to achieve a potential revenue management, the hoteliers have to be mindful of customers’ belief, as a major driver for consumers enhanced confidence.

Keywords: antecedent variables; customer belief; customers confidence; trust; privacy policy; satisfaction; hotel revenue management; hotel management; hospitality industry. (search for similar items in EconPapers)
Date: 2011
References: Add references at CitEc
Citations:

Downloads: (external link)
http://www.inderscience.com/link.php?id=43795 (text/html)
Access to full text is restricted to subscribers.

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:ids:ijrevm:v:5:y:2011:i:4:p:350-368

Access Statistics for this article

More articles in International Journal of Revenue Management from Inderscience Enterprises Ltd
Bibliographic data for series maintained by Sarah Parker ().