Risks and marketing in online transactions: a qualitative comparative analysis

Nikolaos Pappas

Current Issues in Tourism, 2017, vol. 20, issue 8, 852-868

Abstract: The article focuses on the perspectives of holidaymakers who have used internet to book a part or the whole spectrum of their holidays' accommodation. Using qualitative comparative analysis (QCA), the research examines the complex relations between product and web-vendor risks, and marketing activities on consumer trust, also employing predictive validity. It examines the perspectives of 735 holidaymakers returning to Manchester International Airport, through the use of structured questionnaires. The findings reveal three sufficient configurations dealing with the focus on the impact of price and quality relationships, the influence of product and web-vendor risks on consumer trust, and the importance of marketing for the minimization of perceived risks in online tourism shopping. Theoretically, the study contributes on the understanding of online decisions’ complexity, and explores the attributes that affect accommodation e-purchasing and associated linkages. Methodologically, it implements QCA, which is new in tourism and hospitality domain. It also progresses from fit to predictive validity, an analysis that only a handful of studies has implemented in the service industry.

Date: 2017
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DOI: 10.1080/13683500.2016.1187586

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