The Relationship Between the Online Consumer’s Profile and the Type of Service Encounter in the Online Travel Agencies

Ramón Barrera-Barrera (), Antonio Navarro-García () and Manuel Rey-Moreno ()
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Ramón Barrera-Barrera: Universidad de Sevilla
Antonio Navarro-García: Universidad de Sevilla
Manuel Rey-Moreno: Universidad de Sevilla

Chapter Chapter 17 in Achieving Competitive Advantage through Quality Management, 2015, pp 265-277 from Springer

Abstract: Abstract In the context of B2C electronic commerce, two different service encounters can take place: (1) service encounters without incidents during which customers get the service for themselves and without the presence of employees and (2) service encounters with incidents with interpersonal and non-interpersonal interactions. Taking the sector of travel agencies as a reference, the results of our study shows that there is a statistically significant relationship between the sociodemographic profile of the online consumer and the type of service encounter. In this sense, our research suggests that sociodemographic variables have a statistically significant influence on the type of service encounter. On the other hand, the evaluation of the service quality by online shoppers is quite homogeneous in each service encounter. At least, we have not found great differences according to gender, age, educational level, or frequency of Internet use.

Keywords: Service Encounter; Online Consumer; Online Travel Agencies; Sociodemographic Profile; Electronic Service Quality (search for similar items in EconPapers)
Date: 2015
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-319-17251-4_17

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DOI: 10.1007/978-3-319-17251-4_17

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