1,296
Views
19
CrossRef citations to date
0
Altmetric
Original Articles

Investigating the Process Through which E-Servicescape Creates E-Loyalty in Travel and Tourism Websites

Pages 20-39 | Received 30 Mar 2015, Accepted 23 Nov 2015, Published online: 22 Jan 2016

REFERENCES

  • Abernethy, A. M., & Franke, G. R. (1996). The information content of advertising: A meta-analysis. Journal of Advertising, 25(2), 1–17. doi:10.1080/00913367.1996.10673496
  • Armstrong, J. S., & Overton, T. S. (1977). Estimating nonresponse bias in mail surveys. Journal of Marketing Research, 14, 396–402. doi:10.2307/3150783
  • Aubert-Gamet, V. (1997). Twisting servicescapes: Diversion of the physical environment in a re-appropriation process. International Journal of Service Industry Management, 8(1), 26–41. doi:10.1108/09564239710161060
  • Bai, B., Hu, C., & Jang, S. (2007). Examining e-relationship marketing features on hotel websites. Journal of Travel & Tourism Marketing, 21(2–3), 33–48. doi:10.1300/J073v21n02_03
  • Bellizzi, J. A., Crowley, A. E., & Hasty, R. W. (2009). The effects of color in store design. Journal of Retailing, 59(1), 21–45.
  • Bitner, M. J. (1992). Servicescapes: The impact of physical surroundings on customers and employees. The Journal of Marketing, 56, 57–71. doi:10.2307/1252042
  • Boden, S., & Williams, S. J. (2002). Consumption and emotion: The romantic ethic revisited. Sociology, 36(3), 493–512. doi:10.1177/0038038502036003001
  • Bollen, K. A. (1989). A new incremental fit index for general structural equation models. Sociological Methods & Research, 17(3), 303–316. doi:10.1177/0049124189017003004
  • Brakus, J. J., Schmitt, B. H., & Zarantonello, L. (2009). Brand experience: What is it? How is it measured? Does it affect loyalty?. Journal of Marketing, 73(3), 52–68. doi:10.1509/jmkg.73.3.52
  • Browne, M. W., & Cudeck, R. (1989). Single sample cross-validation indices for covariance structures. Multivariate Behavioral Research, 24(4), 445–455. doi:10.1207/s15327906mbr2404_4
  • Carlson, J., & O’Cass, A. (2011). Developing a framework for understanding e-service quality, its antecedents, consequences, and mediators. Managing Service Quality: An International Journal, 21(3), 264–286. doi:10.1108/09604521111127965
  • Chaiken, S. (1980). Heuristic versus systematic information processing and the use of source versus message cues in persuasion. Journal of Personality and Social Psychology, 39(5), 752–766. doi:10.1037/0022-3514.39.5.752
  • Chan, S., & Law, R. (2006). Automatic website evaluations: The case of hotels in Hong Kong. Information Technology & Tourism, 8(3), 255–269. doi:10.3727/109830506778690858
  • Chang, H. H., & Chen, W. S. (2008). The impact of online store environment cues on purchase intention: Trust and perceived risk as a mediator. Online Information Review, 32(6), 818–841. doi:10.1108/14684520810923953
  • Chang, H. H., & Wang, I. C. (2008). An investigation of user communication behavior in computer mediated environments. Computers in Human Behavior, 24(5), 2336–2356. doi:10.1016/j.chb.2008.01.001
  • Chaudhuri, A., & Holbrook, M. B. (2001). The chain of effects from brand trust and brand affect to brand performance: The role of brand loyalty. Journal of Marketing, 65(2), 81–93.
  • Chen, S.-J., & Chang, T.-Z. (2003). A descriptive model of online shopping process: Some empirical results. International Journal of Service Industry Management, 14(5), 556–569. doi:10.1108/09564230310500228
  • Chiang, C. F., & Jang, S. S. (2007). The effects of perceived price and brand image on value and purchase intention: Leisure travelers’ attitudes toward online hotel booking. Journal of Hospitality & Leisure Marketing, 15(3), 49–69. doi:10.1300/J150v15n03_04
  • Childers, T. L., Carr, C. L., Peck, J., & Carson, S. (2001). Hedonic and utilitarian motivations for online retail shopping behavior. Journal of Retailing, 77(4), 511–535. doi:10.1016/S0022-4359(01)00056-2
  • Choi, S., Lehto, X. Y., & Morrison, A. M. (2007). Destination image representation on the web: Content analysis of Macau travel related websites. Tourism Management, 28(1), 118–129. doi:10.1016/j.tourman.2006.03.002
  • Chung, T., & Law, R. (2003). Developing a performance indicator for hotel websites. International Journal of Hospitality Management, 22(1), 119–125. doi:10.1016/S0278-4319(02)00076-2
  • Dabas, S., & Manaktola, K. (2007). Managing reservations through online distribution channels: An insight into mid-segment hotels in India. International Journal of Contemporary Hospitality Management, 19(5), 388–396. doi:10.1108/09596110710757552
  • Darley, W. K., Blankson, C., & Luethge, D. J. (2010). Toward an integrated framework for online consumer behavior and decision making process: A review. Psychology & Marketing, 27(2), 94–116. doi:10.1002/mar.v27:2
  • Davis, L., Wang, S., & Lindridge, A. (2008). Culture influences on emotional responses to on-line store atmospheric cues. Journal of Business Research, 61(8), 806–812. doi:10.1016/j.jbusres.2007.08.005
  • Dick, A. S., & Basu, K. (1994). Customer loyalty: Toward an integrated conceptual framework. Journal of the Academy of Marketing Science, 22(2), 99–113. doi:10.1177/0092070394222001
  • Doolin, B., Burgess, L., & Cooper, J. (2002). Evaluating the use of the web for tourism marketing: A case study from New Zealand. Tourism Management, 23(5), 557–561. doi:10.1016/S0261-5177(02)00014-6
  • Echtner, C. M., & Ritchie, J. R. B. (1993). The measurement of destination image: An empirical assessment. Journal of Travel Research, 31(4), 3–13. doi:10.1177/004728759303100402
  • Eroglu, S. A., Machleit, K. A., & Davis, L. M. (2001). Atmospheric qualities of online retailing: A conceptual model and implications. Journal of Business Research, 54(2), 177–184. doi:10.1016/S0148-2963(99)00087-9
  • Eroglu, S. A., Machleit, K. A., & Davis, L. M. (2003). Empirical testing of a model of online store atmospherics and shopper responses. Psychology & Marketing, 20(2), 139–150. doi:10.1002/(ISSN)1520-6793
  • Fiore, A. M., & Jin, H.-J. (2003). Influence of image interactivity on approach responses towards an online retailer. Internet Research, 13(1), 38–48. doi:10.1108/10662240310458369
  • Fletcher, P., Poon, A., Pearce, B., & Comber, P. (2002). Practical web traffi c analysis: Standards, privacy, techniques, results. Acocks Green, Birmingham: Glasshaus.
  • Forgas, J. P. (1995). Mood and judgment: The affect infusion model (AIM). Psychological Bulletin, 117(1), 39–66. doi:10.1037/0033-2909.117.1.39
  • Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18, 39–50. doi:10.2307/3151312
  • Fusaro, M., The´oˆret, Y., & Charron, C.-Y. (2002). Generating trust in online business, the communicators. Montreal: IQ Books.
  • Gan, L., Sim, C. J., Tan, H. L., & Tna, J. (2007). Online relationship marketing by Singapore hotel websites. Journal of Travel & Tourism Marketing, 20(3–4), 1–19. doi:10.1300/J073v20n03_01
  • Gao, L., & Bai, X. (2014). Online consumer behavior and its relationship to website atmospheric induced flow: Insights into online travel agencies in China. Journal of Retailing and Consumer Services, 21(4), 653–665. doi:10.1016/j.jretconser.2014.01.001
  • Garbarino, E., & Johnson, M. S. (1999). The different roles of satisfaction, trust, and commitment in customer relationships. Journal of Marketing, 63, 70–87. doi:10.2307/1251946
  • Gerbing, D. W., & Anderson, J. C. (1988). An updated paradigm for scale development incorporating unidimensionality and its assessment. Journal of Marketing Research, 25, 186–192. doi:10.2307/3172650
  • Hair, J., Black, W., Babin, B., Anderson, R., & Tatham, R. (2006). Multivariate data analysis: A global perspective (7th ed., pp. p. 770). New Jersey: Pearson Hall.
  • Harris, L. C., & Goode, M. M. (2010). Online servicescapes, trust, and purchase intentions. Journal of Services Marketing, 24(3), 230–243. doi:10.1108/08876041011040631
  • Hashim, N. H., Murphy, J., & Law, R. 2007. A review of hospitality website design frameworks. In O’ Conner, P., Hopken, W, & Gretzel, U. (Eds.), Information and Communication Technologies in Tourism (pp. 219–230), New York, NY: Springer-Verlag.
  • Holbrook, M. B., & Hirschman, E. C. (1982). The experiential aspects of consumption: Consumer fantasies, feelings, and fun. Journal of Consumer Research, 9, 132–140. doi:10.1086/jcr.1982.9.issue-2
  • Hopkins, C. D., Grove, S. J., Raymond, M. A., & LaForge, M. C. (2009). Designing the e-servicescape: Implications for online retailers. Journal of Internet Commerce, 8(1–2), 23–43. doi:10.1080/15332860903182487
  • Huang, C.-Y., Chou, C.-J., & Lin, P.-C. (2010). Involvement theory in constructing bloggers’ intention to purchase travel products. Tourism Management, 31(4), 513–526. doi:10.1016/j.tourman.2009.06.003
  • Hui, M. K., & Bateson, J. E. G. (1991). Perceived control and the effects of crowding and consumer choice on the service experience. Journal of Consumer Research, 18, 174–184. doi:10.1086/jcr.1991.18.issue-2
  • Hung, K., & Petrick, J. F. (2011). Why do you cruise? Exploring the motivations for taking cruise holidays, and the construction of a cruising motivation scale. Tourism Management, 32(2), 386–393. doi:10.1016/j.tourman.2010.03.008
  • Ip, C., Law, R., & Lee, H. A. (2011). A review of website evaluation studies in the tourism and hospitality fields from 1996 to 2009. International Journal of Tourism Research, 13(3), 234–265. doi:10.1002/jtr.815
  • Jeong, M., Oh, H., & Gregoire, M. (2003). Conceptualizing web site quality and its consequences in the lodging industry. International Journal of Hospitality Management, 22(2), 161–175.
  • Jöreskog, K. G., & Sörbom, D. (1993). LISREL 8: Structural equation modeling with the SIMPLIS command language. Chicago, IL: Scientific Software International.
  • Kahneman, D. (1973). Attention and effort (p. 246). Englewood Cliffs, NJ: Prentice-Hall.
  • Kang, J., Tang, L., Lee, J. Y., & Bosselman, R. H. (2012). Understanding customer behavior in name-brand Korean coffee shops: The role of self-congruity and functional congruity. International Journal of Hospitality Management, 31(3), 809–818. doi:10.1016/j.ijhm.2011.09.017
  • Kawaf, F., & Tagg, S. (2012). Online shopping environments in fashion shopping: An SOR based review. The Marketing Review, 12(2), 161–180. doi:10.1362/146934712X13366562572476
  • Kim, H., & Fesenmaier, D. R. (2008). Persuasive design of destination web sites: An analysis of first impression. Journal of Travel Research, 47, 3–13. doi:10.1177/0047287507312405
  • Kim, H., & Lennon, S. J. (2010). E-atmosphere, emotional, cognitive, and behavioral responses. Journal of Fashion Marketing and Management: An International Journal, 14(3), 412–428. doi:10.1108/13612021011061861
  • Koernig, S. K. (2003). Escapes: The electronic physical environment and service tangibility. Psychology & Marketing, 20(2), 151–167. doi:10.1002/(ISSN)1520-6793
  • Koo, D.-M., & Ju, S.-H. (2010). The interactional effects of atmospherics and perceptual curiosity on emotions and online shopping intention. Computers in Human Behavior, 26(3), 377–388. doi:10.1016/j.chb.2009.11.009
  • Larson, T., & Ankomah, P. (2004). Evaluating tourism web site complexity: The case of international tourism in the US. Services Marketing Quarterly, 26(2), 23–37. doi:10.1300/J396v26n02_02
  • Law, R., & Bai, B. (2008). How do the preferences of online buyers and browsers differ on the design and content of travel websites? International Journal of Contemporary Hospitality Management, 20(4), 388–400. doi:10.1108/09596110810873507
  • Law, R., & Chon, K. (2007). Evaluating research performance in tourism and hospitality: The perspective of university program heads. Tourism Management, 28(5), 1203–1211. doi:10.1016/j.tourman.2006.09.022
  • Law, R., Qi, S., & Buhalis, D. (2010). Progress in tourism management: A review of website evaluation in tourism research. Tourism Management, 31(3), 297–313. doi:10.1016/j.tourman.2009.11.007
  • Lee, -H.-H., Kim, J., & Fiore, A. M. (2010). Affective and cognitive online shopping experience: Effects of image interactivity technology and experimenting with appearance. Clothing and Textiles Research Journal, 28(2), 140–154. doi:10.1177/0887302X09341586
  • Lee, S., & Jeong, M. (2012). Effects of e-servicescape on consumers’ flow experiences. Journal of Hospitality and Tourism Technology, 3(1), 47–59. doi:10.1108/17579881211206534
  • Litvin, S. W., Goldsmith, R. E., & Pan, B. (2008). Electronic word-of-mouth in hospitality and tourism management. Tourism Management, 29(3), 458–468. doi:10.1016/j.tourman.2007.05.011
  • Lu, Y., Deng, Z., & Wang, B. (2007). Analysis and evaluation of tourism e-commerce websites in China. International Journal of Services, Economics and Management, 1(1), 6–23. doi:10.1504/IJSEM.2007.016523
  • Mangleburg, T. F., Sirgy, M. J., Grewal, D., Axsom, D., Hatzios, M., Claiborne, C. B., & Bogle, T. (1998). The moderating effect of prior experience in consumers’ use of user-image based versus utilitarian cues in brand attitude. Journal of Business and Psychology, 13(1), 101–113. doi:10.1023/A:1022927201433
  • Mazaheri, E., Richard, M.-O., & Laroche, M. (2012). The role of emotions in online consumer behavior: A comparison of search, experience, and credence services. Journal of Services Marketing, 26(7), 535–550. doi:10.1108/08876041211266503
  • Mazaheri, E., Richard, M. O., Laroche, M., & Ueltschy, L. C. (2014). The influence of culture, emotions, intangibility, and atmospheric cues on online behavior. Journal of Business Research, 67(3), 253–259. doi:10.1016/j.jbusres.2013.05.011
  • McKinney, V., Yoon, K., & Zahedi, F. M. (2002). The measurement of web-customer satisfaction: An expectation and disconfirmation approach. Information Systems Research, 13(3), 296–315. doi:10.1287/isre.13.3.296.76
  • Milliman, R. E. (1982). Using background music to affect the behavior of supermarket shoppers. The Journal of Marketing, 46, 86–91. doi:10.2307/1251706
  • Montoya-Weiss, M. M., Voss, G. B., & Grewal, D. (2003). Determinants of online channel use and overall satisfaction with a relational, multichannel service provider. Journal of the Academy of Marketing Science, 31(4), 448–458. doi:10.1177/0092070303254408
  • Morosan, C., & Jeong, M. (2008). Users’ perceptions of two types of hotel reservation web sites. International Journal of Hospitality Management, 27(2), 284–292. doi:10.1016/j.ijhm.2007.07.023
  • Nelson, T. H. (1990). The right way to think about software design. In B. Laurel (Ed.), The art of human-computer interface design. Reading, MA: Addison-Wesley.
  • Noone, B. M., & Mattila, A. S. (2009). Hotel revenue management and the Internet: The effect of price presentation strategies on customers’ willingness to book. International Journal of Hospitality Management, 28(2), 272–279. doi:10.1016/j.ijhm.2008.09.004
  • Nusair, K., & Parsa, H. G. (2011). Introducing flow theory to explain the interactive online shopping experience in a travel context. International Journal of Hospitality & Tourism Administration, 12(1), 1–20. doi:10.1080/15256480.2011.540974
  • Papathanassis, A., & Knolle, F. (2011). Exploring the adoption and processing of online holiday reviews: A grounded theory approach. Tourism Management, 32(2), 215–224.
  • Petty, R. E., & Cacioppo, J. T. (1986). The elaboration likelihood model of persuasion. Advances in Experimental Social Psychology, 19, 123–205.
  • Pham, M. T. (2004). The logic of feeling. Journal of Consumer Psychology, 14, 4.
  • Richard, M. O. (2005). Modeling the impact of internet atmospherics on surfer behavior. Journal of Business Research, 58(12), 1632–1642.
  • Richard, M. O., Chebat, J. C., Yang, Z., & Putrevu, S. (2010). A proposed model of online consumer behavior: Assessing the role of gender. Journal of Business Research, 63(9), 926–934.
  • Rong, J., Li, G., & Law, R. (2009). A contrast analysis of online hotel web service purchasers and browsers. International Journal of Hospitality Management, 28(3), 466–478.
  • Rosen, D. E., & Purinton, E. (2004). Website design: Viewing the web as a cognitive landscape. Journal of Business Research, 57(7), 787–794.
  • Schiffman, L. G., Sherman, E., & Long, M. M. (2003). Toward a better understanding of the interplay of personal values and the internet. Psychology & Marketing, 20(2), 169–186.
  • Schmidt, S., Cantallops, A. S., & Dos Santos, C. P. (2008). The characteristics of hotel websites and their implications for website effectiveness. International Journal of Hospitality Management, 27(4), 504–516.
  • Semeijn, J., Van Riel, A. C., Van Birgelen, M. J., & Streukens, S. (2005). E-services and offline fulfilment: How e-loyalty is created. Managing Service Quality: An International Journal, 15(2), 182–194.
  • Sherman, E., Mathur, A., & Smith, R. B. (1997). Store environment and consumer purchase behavior: Mediating role of consumer emotions. Psychology & Marketing, 14(4), 361–378.
  • Shiffrin, R. M., & Schneider, W. (1977). Controlled and automatic human information processing: II. Perceptual learning, automatic attending and a general theory. Psychological Review, 84(2), 118–127.
  • Shiv, B., & Fedorikhin, A. (1999). Heart and mind in conflict: The interplay of affect and cognition in consumer decision making. Journal of Consumer Research, 26(3), 278–292.
  • Sirgy, M. J., & Su, C. (2000). Destination image, self-congruity, and travel behavior: Toward an integrative model. Journal of Travel Research, 38(4), 340–352.
  • Steenkamp, J. B. E., & Baumgartner, H. (1998). Assessing measurement invariance in cross-national consumer research. Journal of Consumer Research, 25(1), 78–107.
  • Steuer, J. (1992). Defining virtual reality: Dimensions determining telepresence. Journal of Communication, 42(4), 73–93.
  • Tabachnick, B. G., & Fidell, L. S. (2012). Using multivariate statistics (6th ed.). Cambridge: Harper & Row.
  • Toufaily, E., Ricard, L., & Perrien, J. (2013). Customer loyalty to a commercial website: Descriptive meta-analysis of the empirical literature and proposal of an integrative model. Journal of Business Research, 66(9), 1436–1447.
  • Venkatesh, A. (1998). Cybermarketscapes and consumer freedoms and identities. European Journal of Marketing, 32(7/8), 664–676.
  • Vermeulen, I. E., & Seegers, D. (2009). Tried and tested: The impact of online hotel reviews on consumer consideration. Tourism Management, 30(1), 123–127.
  • Vrana, V., & Zafiropoulos, C. (2006). Tourism agents’ attitudes on internet adoption: An analysis from Greece. International Journal of Contemporary Hospitality Management, 18(7), 601–608.
  • Wang, L., Law, R., Guillet, B. D., Hung, K., & Fong, D. K. C. (2015). Impact of hotel website quality on online booking intentions: ETrust as a mediator. International Journal of Hospitality Management, 47, 108–115.
  • Wang, Y. J., Minor, M. S., & Wei, J. (2011). Aesthetics and the online shopping environment: Understanding consumer responses. Journal of Retailing, 87(1), 46–58.
  • Wen, I. (2009). Factors affecting the online travel buying decision: A review. International Journal of Contemporary Hospitality Management, 21(6), 752–765.
  • Zarantonello, L., Jedidi, K., & Schmitt, B. H. (2013). Functional and experiential routes to persuasion: An analysis of advertising in emerging versus developed markets. International Journal of Research in Marketing, 30(1), 46–56.
  • Zeithaml, V. A., Parasuraman, A., & Malhotra, A. (2002). Service quality delivery through web sites: A critical review of extant knowledge. Journal of the Academy of Marketing Science, 30(4), 362–375.
  • Zhou, T. (2013). An empirical examination of continuance intention of mobile payment services. Decision Support Systems, 54(2), 1085–1091.

Reprints and Corporate Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

To request a reprint or corporate permissions for this article, please click on the relevant link below:

Academic Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

Obtain permissions instantly via Rightslink by clicking on the button below:

If you are unable to obtain permissions via Rightslink, please complete and submit this Permissions form. For more information, please visit our Permissions help page.