2,728
Views
29
CrossRef citations to date
0
Altmetric
Research Article

The Impact of E-service Quality on the Customer Satisfaction and Consumer Engagement Behaviors Toward Luxury Hotels

, &

References

  • Abdullah, D., Jayaraman, K., & Kamal, S. B. (2016). A conceptual model of interactive hotel website: The role of perceived website interactivity and customer perceived value toward website revisit intention. Procedia Economics and Finance, 37, 170–175. doi:10.1016/S2212-5671(16)30109-5
  • Ahmad, W., & Sun, J. (2018). Modeling consumer distrust of online hotel reviews. International Journal of Hospitality Management, 71, 77–90. doi:10.1016/j.ijhm.2017.12.005
  • Ahn, J., & Back, K. J. (2018). Antecedents and consequences of customer brand engagement in integrated resorts. International Journal of Hospitality Management, 75, 144–152. doi:10.1016/j.ijhm.2018.05.020
  • Aladwani, A., & Palvia, P. (2002). Developing and validating an instrument for measuring user-perceived web quality. Information & Management, 39, 467–476. doi:10.1016/S0378-7206(01)00113-6
  • Amaro, S., & Duarte, P. (2015). An integrative model of consumers’ intentions to purchase travel online. Tourism Management, 46, 64–79. doi:10.1016/j.tourman.2014.06.006
  • Anderson, E., Fornell, C., & Lehman, D. (1994). Customer satisfaction, market share, and profitability: Findings from Sweden. Journal of Marketing, 58(3), 53–56. doi:10.2307/1252310
  • Anonymous. (2017a, June 01). Vietnamnet. Retrieved from Over 345 million in FDI poured into property http://english.vietnamnet.vn/fms/business/173737/over–345-million-in-fdi-poured-into-property-sector.html.
  • Anonymous. (2018e). Statistica. Retrieved from https://www.statista.com/outlook/262/127/online-travel-booking/vietnam
  • Bai, B., Law, R., & Wen, I. (2008). The impact of website quality on customer satisfaction and purchase intentions: Evidence from Chinese online visitors. International Journal of Hospitality Management, 27, 391–402. doi:10.1016/j.ijhm.2007.10.008
  • Baron, R., & Kenny, D. (1986). The moderator–Mediator variable distinction insocial psychological research: Conceptual, strategic, and statistical considerations. Journal of Personality and Social Psychology, 51(6), 1173–1182. doi:10.1037/0022-3514.51.6.1173
  • Bauer, H. H., Hammerschmidt, M., & Falk, T. (2005). Measuring the quality of e-banking portals. International Journal of Bank Marketing, 23, 153–175. doi:10.1108/02652320510584395
  • Belanche, D. C. (2012). Website quality, consumer satisfaction and the intention to use a website: The moderating effect ofperceived risk. Journal of Retailing and Consumer Services, 19(1), 24–132. doi:10.1016/j.jretconser.2011.11.001
  • Bevanda, V., Grzinic, J., & Cervar, E. (2008). Analysing the users` perception of web design quality by data mining tool. Tourism and Hospitality Management, 14(2), 251–262.
  • Bilgihan, A., & Bujisic, M. (2014). The effect of website features in online relationship marketing: A case of online hotel booking. Electronic Commerce Research and Applications, 14(4), 222–232. doi:10.1016/j.elerap.2014.09.001
  • Bowden, J. L.-H. (2014). The process of customer engagement: A conceptual framework. Journal of Marketing Theory and Practice, 14(1), 63–74. doi:10.2753/MTP1069-6679170105
  • Brodie, R. J., Hollebeek, L. D., Juric, B., & Ilic, A. (2011). Customer engagement: Conceptual domain, fundamental propositions, and implications for research. Journal of Service Research, 14(3), 252–271. doi:10.1177/1094670511411703
  • Buhalis, D. (1998). Strategic use of information technologies in the tourism industry. Tourism Management, 19(5), 409–421. doi:10.1016/S0261-5177(98)00038-7
  • Cabiddu, F., Carlo, M. D., & Piccoli, G. (2014). Social media affordances: Enabling customer engagement. Annals of Tourism Research, 48, 175–192. doi:10.1016/j.annals.2014.06.003
  • Chang, H., & Chen, 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
  • Chathoth, P. K. (2007). The impact of information technology on hotel operations, service management and transaction costs: A conceptual framework for full-service hotel firms. International Journal of Hospitality Management, 26, 395–408. doi:10.1016/j.ijhm.2006.03.004
  • Chathoth, P. K., Ungson, G. R., Altinay, L. S. W., Chan, E., Harrington, R., & Okumus, F. (2014). Barriers affecting organisational adoption of higher order customer engagement in tourism service interactions. Tourism Management, 42, 181–193. doi:10.1016/j.tourman.2013.12.002
  • Chen, C. (2006). Identifying significant factors influencing consumer trust in an online travel site. Information Technology & Tourism, 8(3), 197–214. doi:10.3727/109830506778690849
  • Chen, S. C., & Dhillon, G. S. (2003). Interpreting dimensions of consumer trust in E-commerce. Information Technology and Management, 4(2), 303–318. doi:10.1023/A:1022962631249
  • Cheng, M. E. (2015). Social media in tourism: A visual analytic approach. Current Issues in Tourism, 18, 1080–1087. doi:10.1080/13683500.2015.1036009
  • Cheung, C. M., Lee, M. K., & Jin, X.-L. (2011). Customer engagement in an online platform: A conceptual model and scale development. The proceedings of the thirty-second international conference on information systems (ICIS). Shanghai, China.
  • Chin, W., Peterson, R., & Brown, P. (2008). Structural equation modelling in marketing: Some practical reminders. Journal of Marketing Theory and Practice, 16(4), 287–298. doi:10.2753/MTP1069-6679160402
  • Chiou, W., Lin, C., & Perng, C. (2011). A strategic website evaluation of online travel agencies. Tourism Management, 32, 1463–1473. doi:10.1016/j.tourman.2010.12.007
  • Collins, G. C. (2013). Hospitality Information Technology: Learning How to Use It.
  • Corritore, C. L., Kracher, B., & Wiedenbeck, S. (2003). On-line trust: Concepts, evolving themes, a model. International Journal of Human-computer Studies, 58(6), 737–758. doi:10.1016/S1071-5819(03)00041-7
  • Cui, G., Lui, H.-K., & Guo, X. (2012). The effect of online consumer reviews on new product sales. International Journal of Electronic Commerce, 17(1), 39–57. doi:10.2753/JEC1086-4415170102
  • Davis, F. D., Bagozzi, R. P., & Warshaw, P. R. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. Management Science, 35(8), 982–1003. doi:10.1287/mnsc.35.8.982
  • Díaz, E., & Koutra, C. (2013). Evaluation of the persuasive features of hotel chains websites: A latent class segmentation analysis. International Journal of Hospitality Management, 34, 338–347. doi:10.1016/j.ijhm.2012.11.009
  • Dick, A., & Basu, K. (1994). Customer loyalty: Toward an integrated conceptual framework. Journal of Academy of Marketing Science, 22(2), 99–113. doi:10.1177/0092070394222001
  • Dolatabadi, H. R., & Pool, J. K. (2013). Analysis electronic service quality through E-S-qualscale: The case study of Nowshahr hotel. Research Journal of Applied Sciences, Engineering and Technology, 5(7), 2321–2326. doi:10.19026/rjaset.5.4659
  • Doorn, J. V., Lemon, K. N., Mittal, V., Nass, S., Pick, D., Pirner, P., & Verhoef, P. C. (2010). Customer engagement behavior: theoretical foundations and research directions. Journal Of Service Research, 13(3), 253–266. doi:10.1177/1094670510375599
  • Doorn, J. V., Lemon, K. N., Mittal, V., Nass, S., Pick, D., Pirner, P., & Verhoef, P. C. (2010). Customer engagement behavior: Theoretical foundations and research directions. Journal of Service Research, 13(3), 253–266. doi:10.1177/1094670510375599
  • Everard, A., & Galletta, D. F. (2014). How presentation flaws affect perceived site quality, trust, and intention to purchase from an online store. Journal of Management Information Systems, 22, 56–95. doi:10.2753/MIS0742-1222220303
  • Ferguson, J. L. (2014). Implementing price increases in turbulent economies: Pricing approaches for reducing perceptions of price unfairness. Journal of Business Research, 67, 2732–2737. doi:10.1016/j.jbusres.2013.03.023
  • Fishbein, M., & Ajzen, I. (1970). The prediction of behavior from attitudinal and normative variables. Journal of Experimental Social Psychology, 6(4), 466–487. doi:10.1016/0022-1031(70)90057-0
  • Gavilan, D., Avello, M., & Navarro, G. M. (2018). The influence of online ratings and reviews on hotel booking. Tourism Management, 66, 53e61. doi:10.1016/j.tourman.2017.10.018
  • Guo, X., Zheng, X., Ling, L., & Yang, C. (2014). Online coopetition between hotels and online travel agencies: From the perspective of cash back after stay. Tourism Management Perspectives, 12, 104–112. doi:10.1016/j.tmp.2014.09.005
  • Ha, C. L. (1998). The theory of reasoned action applied to brand loyalty. Journal of Product & Brand Management, 7(1), 51–61. doi:10.1108/10610429810209737
  • Hair, J., Hult, G., Ringle, C., & Sarstedt, M. (2013). A primer on partial least squares structural equation modelling (PLS-SEM). London, Sage Publications.
  • Hair, J. F., Sarstedt, M., Ringle, C. M., & Mena, J. A. (2012). An assessment of the use of partial least squares structural equation modeling in marketing research. Journal of the Academy of Marketing Science, 40(3), 414–433. doi:10.1007/s11747-011-0261-6
  • Harrigan, P., Evers, U., Miles, M., & Daly, T. (2017). Customer engagement with tourism social media brands. Tourism Management, 59, 597–609. doi:10.1016/j.tourman.2016.09.015
  • Hasanov, J. K., & Khalid, H. (2015). The impact of website quality on online purchaseintention of organic food in Malaysia: A WebQual Model approach. Procedia Computer Science, 72, 382–389. doi:10.1016/j.procs.2015.12.153
  • Hennig, T., Malthouse, E. C., Friege, C., Gensler, S., Lobschat, L., Rangaswamy, A., & Skiera, B. (2010). The impact of new media on customer relationships. Journal of Service Research, 13(3), 311–330. doi:10.1177/1094670510375460
  • Henseler, J., Ringle, C., & Sarstedt, M. (2015). A new criterion for assessing discriminantvalidity in variance-based structural equation modeling. Journal of the Academy of Marketing Science, 43(1), 115–135. doi:10.1007/s11747-014-0403-8
  • Ho, C., & Lee, Y. (2007). The development of an e-travel service quality scale. Tourism Management, 28(6), 1434–1449. doi:10.1016/j.tourman.2006.12.002
  • Hollebeek, L. D. (2010). Demystifying customer brand engagement: Exploring the loyalty nexus. Journal of Marketing Management, 27(7), 785–807. doi:10.1080/0267257X.2010.500132
  • Hsieh, Y. (2012). Hotel companies’ environmental policies and practices: A contentanalysis of their web pages. Int. J. Contemp. Hospitality Manage, 24, 97–121. doi:10.1108/095961112
  • Hsu, C. L., Chang, K. C., & Chen, M. C. (2012). The impact of website quality on customer satisfaction and purchase intention: Perceived playfulness and perceived flow as mediators. Information Systems and e-Business Management, 10(4), 549–570. doi:10.1007/s10257-011-0181-5
  • Hsu, R., & Cathy, H. (2005). Customers’ perceptions on the importance of hotel web site dimensions and attributes. International Journal of Contemporary Hospitality Management, 17, 493–503. (E. G. Limited, Ed.) doi:10.1108/09596110510612130.
  • Hung, C. L. (2017). Online positioning through website service quality: A case of star-rated hotels in Taiwan. Journal of Hospitality and Tourism Management, 31, 181–188. doi:10.1016/j.jhtm.2016.12.004
  • Ip, C., Law, R., & Lee, H. (2012). The evaluation of hotel website functionality by fuzzy analytic hierarchy process. Journal of Travel & Tourism Marketing, 29, 263–278. doi:10.1080/10548408.2012.666173
  • Islam, J. U., Hollebeek, L. D., Rahman, Z., Khan, I., & Rasool, A. (2019). Customer engagement in the service context: An empirical investigation of the construct, its antecedents and consequences. Journal of Retailing and Consumer Services, 50, 277–285. doi:10.1016/j.jretconser.2019.05.018
  • Jarvis, C. B., MacKenzie, S. B., & Podsakoff, P. M. (2003). A critical review of construct indicators and measurement model misspecification in marketing and consumer research. Journal of Consumer Research, 30(2), 199–218. doi:10.1086/jcr.2003.30.issue-2
  • Jeong, M., Oh, H., & Gregoire, M. (2003). Conceptualizing Web site quality and its consequences in the lodging industry. Hospitality Management, 22, 161–175. doi:10.1016/S0278-4319(03)00016-1
  • Jiang, Z., Wang, W., Tan, B. C., & Yu, J. (2016). The determinants and impacts of aesthetics in users’ first interaction with websites. Journal of Management Information Systems, 33(1), 229–259. doi:10.1080/07421222.2016.1172443
  • Kamarulzaman, Y. (2007). Adoption of travel e-shopping in the UK. International Journal of Retail & Distribution Management, 35(9), 703–719. doi:10.1108/09590550710773255
  • Kline, R.B. (2011). Principles and practice of structural equation modeling (3rd ed. New York: The Guilford Press.
  • Law, R., & Leung, R. (2000). A study of airlines’ online reservation services on the internet. Journal of Travel Research, 39, 202–211. doi:10.1177/004728750003900210
  • Law, R. H., & Hsu, C. H. C. (2006). Importance of hotel website dimensions and attributes: Perceptions of online browsers and online purchasers. Journal of Hospitality & Tourism Research, 30(3), 295–312. doi:10.1177/1096348006287161
  • Law, R. Q., Qi, S., & Buhalis, D. (2010). Progress in tourism management: A review of website evaluation in tourism research. Tourism Management, 31(3), 97–313. doi:10.1016/j.tourman.2009.11.007
  • Leung, D., Law, R., & Lee, H. (2016). A modified model for hotel website functionality evaluation. Journal of Travel & Tourism Marketing, 33, 1268–1285. doi:10.1080/10548408.2015.1117408
  • Li, H., Ye, Q., & Law, R. (2013). Determinants of customer satisfaction in the hotel industry: An application of online review analysis. Asia Pacific Journal of Tourism Research, 18, 784–802. doi:10.1080/10941665.2012.708351
  • Li, L., Peng, M., Jiang, N., & Law, R. (2017). An empirical study on the influence of economy hotel website quality on online booking intentions. International Journal of Hospitality Management, 63, 1–10. doi:10.1016/j.ijhm.2017.01.001
  • Lien, C. H., Wen, M. J., Huang, L. C., & Wu, K. L. (2015). Online hotel booking: The effects of brand image, price, trust and value on purchase intentions. Asia Pacific Management Review, 1–9. doi:10.1016/j.apmrv.2015.03.005
  • Ling, L., Dong, Y., Guo, X., & Liang, L. (2015). Availability management of hotel rooms under cooperation with online travel agencies. International Journal of Hospitality Management, 50, 145–152. doi:10.1016/j.ijhm.2015.07.005
  • Liu, C., Arnett, K. P., & Litecky, C. (2000). Design quality of websites for electronic commerce: Fortune 1000 webmasters’ evaluations. Electronic Markets,10(2), 120–129.
  • Liu, S., Law, R., Rong, J., Li, G., & Hall, J. (2013). Analyzing changes in hotel customers’ expectations by trip mode. International Journal of Hospitality Management, 34, 359–371. doi:10.1016/j.ijhm.2012.11.011
  • Liua, M. T., Wong, I. A., Tseng, T.-H., Chang, A. W. Y., & Phau, I. (2017). Applying consumer-based brand equity in luxury hotel branding. Journal of Business Research, 81, 192–202. doi:10.1016/j.jbusres.2017.06.014
  • Loiacono, E. T., Watson, R. T., & Goodhue, D. L. (2002). Webqual: A measure of website quality. AMA Winter Conference. Austin, TX.
  • Ma, A., Law, R., & Ye, Q. (2008). The functionality of the performance of international chain hotel websites in Hong Kong, Shanghai and Beijing. Asian Journal of Tourism and Hospitality Research, 2, 13–24. Retrieved from http://hdl.handle.net/10397/63802
  • Martín, H. S., & Herrero, Á. (2012). Influence of the user’s psychological factors on the online purchase intention in rural tourism: Integrating innovativeness to the UTAUT framework. Tourism Management, 33(2), 341–350. doi:10.1016/j.tourman.2011.04.003
  • McDonald, N. (2018). we are social. Retrieved December 2018, from https://wearesocial.com/us/blog/2018/01/global-digital-report-2018
  • McKnight, D. H., Choudhury, V., & Kacmar, C. (2002). Developing and validating trust measures for e-commerce: An integrative typology. Information Systems Research, 13(3), 334–359. doi:10.1287/isre.13.3.334.81
  • Mollen, A., & Wilson, H. (2010). Engagement, telepresence and interactivity in online consumer experience: Reconciling scholastic and managerial perspectives. Journal of Business Research, 63(9–10), 919–925. doi:10.1016/j.jbusres.2009.05.014
  • Morgan, R., & Hunt, S. (1994). The commitment-trust theory of relationship marketing. Journal of Marketing, 58(3), 20–38. doi:10.1177/002224299405800302
  • Mukherjee, A., Nath, P., & Arnott, D. C. (2007). Role of electronic trust in online retailing: A re‐examination of the commitment‐trust theory. European Journal of Marketing, 41, 1173–1202. doi:10.1108/03090560710773390
  • Musante, M. D., Bojanic, D. C., & Zhang, J. J. (2009). An evaluation of hotel website attribute utilization and effectiveness by hotel class. Journal of Vacation Marketing, 15(3), 203–215. doi:10.1177/1356766709104267
  • Nath, A., & Singh, R. (2010). Evaluating the performance and quality of web services in electronic marketplaces. The 15th Americas Conference on Information Systems, AMCIS 2009, 7, pp. 43–59. San Francisco, California, USA.
  • 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, 272–279. doi:10.1016/j.ijhm.2008.09.004
  • Nunkoo, R, Ramkissoon, H, & Gursoy, D. (2013). Use of structural equation modeling in tourism research: past, present, and future. Journal Of Travel Research, 52(6), 759-771. doi: 10.1177/0047287513478503
  • Oliver, R. L. (1999). Whence Consumer Loyalty? Journal of Marketing, 63(4), 33–44. doi:10.1177/00222429990634s105
  • Podsakoff, P. M., MacKenzie, S. B., Lee, J.-Y., & Podsakoff, N. P. (2003). Common method biases in behavioral research: A critical review of the literature and recommended remedies. Journal of Applied Psychology, 88, 879–903. doi:10.1037/0021-9010.88.5.879
  • Ponte, E., Carvajal, E., & Rodriguez, T. (2015). Influence of trust and perceived value on the intention to purchase travel online: Integrating the effects of assurance on trust antecedents. Tourism Management, 47, 286–302. doi:10.1016/j.tourman.2014.10.009
  • Pranic´ı, L. P. (2014). Hotel website performance evidencefrom a transition country. Tourism Hospitality Managent, 20, 45–60.
  • Preston, C., & Colman, A. (2000). Optimal number of response categories in ratingscales: Reliability, validity, discriminating power, and respondent preferences. Acta Psychologica, 14(1), 1–15. doi:10.1016/S0001-6918(99)00050-5
  • Rahimnia, F. H. (2013). The impact of website content dimensionand eTrust on e-marketing effectiveness: The case of Iranian commercialsaffron corporations. Information and Management, 50, 240–247. doi:10.1016/j.im.2013.04.003
  • Rasoolimanesh, S. M, Md Noor, S, Schuberth, F, & Jaafar, M. (2019). Investigating the effects of tourist engagement on satisfaction and loyalty. The Service Industries Journal, 39(7–8), 1–16. doi: 10.1080/02642069.2019.1570152
  • Rather, A. R. (2018). Exploring customers’ attitudes towards the hospitality brands in india: a social identity perspective, Camilleri, M. (Ed.) The Branding of Tourist Destinations: Theoretical and Empirical Insights, Emerald Publishing Limited, pp.207-231. doi:https://doi.org/10.1108/978-1-78769-373-920181012
  • Rather, R. A. (2017). Customer engagement for evaluating customer relationships in hotel industry. European Journal of Tourism, Hospitality and Recreation, 8(1), 1–13. doi:10.1515/ejthr-2017-0001
  • Rather, R. A. (2019). Consequences of consumer engagement in service marketing: an empirical exploration. Journal Of Global Marketing, 32(2), 116-135. doi:10.1080/08911762.2018.1454995
  • Rather, R. A., & Camilleri, M. A. (2019). The effects of service quality and consumer-brand value congruity on hospitality brand loyalty. An International Journal of Tourism and Hospitality Research. doi:10.1080/13032917.2019.1650289
  • Rather, R. A., & Hollebeek, L. D. (2019). Exploring and validating social identification and social exchange-based drivers of hospitality customer loyalty. International Journal of Contemporary Hospitality Management, 31, 1432–1451. doi:10.1108/IJCHM-10-2017-0627
  • Rather, R. A, Hollebeek, L. D, & Islam, J. U. (2019). Tourism-based customer engagement: the construct, antecedents, and consequences. The Service Industries Journal, 39(7–8), 519-540. doi:10.1080/02642069.2019.1570154
  • Rather, R. A., & Sharma, J. (2017). Customer engagement for evaluating customer relationships in hotel industry. European Journal of Tourism, Hospitality and Recreation, 8(1), 1–13. doi:10.1515/ejthr-2017-0001
  • Rather, R. A., Tehseen, S., Itoo, M. H., & Parrey, S. H. (2019). Customer brand identification, affective commitment, customer satisfaction, and brand trust as antecedents of customer behavioral intention of loyalty: An empirical study in the hospitality. Journal of Global Scholars of Marketing Science, 29(2), 196–217. doi:10.1080/21639159.2019.1577694
  • Rather, R. A., Tehseen, S., & Parrey, S. H. (2018). Promoting customer brand engagement and brand loyalty through customer brand identification and value congruity. Spanish Journal of Marketing-ESIC, 22(3), 319–337. doi:10.1108/SJME-06-2018-0030
  • Ribbink, D., Riel, A. C., Liljander, V., & Streukens, S. (2004). Comfort your online customer: Quality, trust and loyalty on the internet. Managing Service Quality: An International Journal, 14(6), 446–456. doi:10.1108/09604520410569784
  • Ringle, C., & Sarstedt, M. (2016). Gain more insight from your PLS-SEM results: The importance-performance map analysis. Industrial Management & Data Systems, 116(9), 1865–1886. doi:10.1108/IMDS-10-2015-0449
  • Roy, S. K., Balaji, M. S., Soutar, G., Lassar, W. M., & Roy, R. (2018). Customer engagement behavior in individualistic and collectivistic markets. Journal of Business Research, 86, 281–290. doi:10.1016/j.jbusres.2017.06.001
  • Salavati, S., & Hashim, N. (2015). Website adoption and performance by Iranian hotels. Tourism Management, 46, 367–374. doi:10.1016/j.tourman.2014.07.017
  • Schmidt, S., Cantallops, A. S., & Santos, C. P. (2008). The characteristics of hotel websites and their implications for website effectiveness. International Journal of Hospitality Management, 27, 504–516. doi:10.1016/j.ijhm.2007.08.002
  • So, K., King, C., Sparks, B., & Wang, Y. (2014). The role of customer engagement in building consumer loyalty to tourism brands. Journal of Travel Research, 1–15. doi:10.1177/0047287514541008
  • So, K. K., King, C., & Sparks, B. (2012). Customer engagement with tourism brands: Scale development and validation. Journal of Hospitality & Tourism Research. doi:10.1177/1096348012451456
  • Ting, P. H., Kuo, C. F., & Li, C.-M. (2012). What does hotel website content say about a property—an evaluation of upscale hotels in Taiwan and China. Journal of Travel & Tourism Marketing, 29(4), 369–384. doi:10.1080/10548408.2012.674879
  • Uncles, M., Dowling, G., & Hammond, K. (2003). Customer loyalty and customer loyalty programs. Journal of Consumer Marketing, 20(4), 294–316. doi:10.1108/07363760310483676
  • Verhoef, P. C., Reinartz, W. J., & Krafft, M. (2010). Customer engagement as a new perspective in customer management. Journal of Service Research, 13(3), 247–252. doi:10.1177/1094670510375461
  • Vincent, C. (2003). Internet usage by international travellers: Reasons and barriers. International Journal of Contemporary Hospitality Management, 15(7), 370–378. doi:10.1108/09596110310496015
  • Wang, L., Lawa, R., Guillet, B. D., Hung, K., & Fong, D. K. (2015). Impact of hotel website quality on online booking intentions: ETrust as a mediator. International Journal of Hospitality Management, 47, 108–115. doi:10.1016/j.ijhm.2015.03.012
  • Wang, Y. D., & Emurian, H. H. (2005). An overview of online trust: Concepts, elements and implications. Computers in Human Behavior, 21, 105–125. doi:10.1016/j.chb.2003.11.008
  • Wen, I. (2010). Online travelers’ decision makings: A new equation model to evaluate impacts of website, search intention, and trust. Information Technology & Tourism, 12(2), 153–173. doi:10.3727/109830510X12887971002747
  • Xiang, Z., & Gretzel, U. (2010). Role of social media in online travel information search. Tourism Management, 31, 179–188. (Elsevier, Ed.) doi:10.1016/j.tourman.2009.02.016.
  • Yeung, T. A., & Law, R. (2006). Evaluation of usability: A study of hotel web sites in Hong Kong. Journal of Hospitality & Tourism Research, 30, 452–473. doi:10.1177/1096348006290115
  • Yoon, S. (2002). The antecedents and consequences of trust in online-purchase decisions. Journal of Interactive Marketing, 16(2), 47–63. doi:10.1002/dir.10008
  • Zeng, L. P., Proctor, R. W., & Salvendy, G. (2012). User-based assessment of websitecreativity: A review and appraisal. Behaviour & Information Technology, 31(4), 383–400. doi:10.1080/01449291003686203
  • Zhao, Y., Xu, X., & Wang, M. (2018). Predicting overall customer satisfaction. Big Data Evidence from Hotel Online. International Journal Of Hospitality Management, 76, 111–121. doi:10.1016/j.ijhm.2018.03.017

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.