The influence of the Internet on destination satisfaction

Internet Research

Volumn 17, Issue 4, 2007, Pages 402-420

  Castaeda, J Alberto ^a   Frías, Dolores M ^a   Rodríguez, Miguel A ^a  

^a UNIVERSITY OF GRANADA   (Spain)

Author keywords

Customer satisfaction; Internet shopping; Leisure activities; Tourism; Travel

Indexed keywords

EID: 34548094913     PISSN: 10662243     EISSN: None     Source Type: Journal    
DOI: 10.1108/10662240710828067     Document Type: Article

References (80)

1. Aguinis, H., Beaty, J.C., Boik, R.J. and Pierce, A. (2005), "Effect size and power in assessing moderating effects of categorical variables using multiple regression: a 30-year review", Journal of Applied Psychology, Vol. 90 No. 1, pp. 94-107.
2. Alba, J.W. and Hutchinson, J.W. (1987), "Dimensions of consumer expertise", Journal of Consumer Research, Vol. 13 No. 4, pp. 411-54.
3. Albarracín, D. and Kumkale, T. (2003), "Affect as information in persuasion: a model of affect identification and discounting", Journal of Personality and Social Psychology, Vol. 84 No. 3, pp. 453-69.
4. Ambler, T. (2001), "Structural equations modeling", Journal of Consumer Psychology, Vol. 10 Nos 1/2, pp. 98-100.
5. Andreassen, T.W. and Lindestad, B. (1998), "Customer loyalty and complex services. The impact of corporate image on quality, customer satisfaction and loyalty for customers with varying degrees of service experience", International Journal of Service Industry Management, Vol. 9 No. 1, pp. 7-23.
6. Baloglu, S. and McCleary, K. (1999), "A model of destination image formation", Annals of Tourism Research, Vol. 26, pp. 868-97.
7. Baron, R.M. and Kenny, D.A. (1986), "The moderator-mediator variable distinction in social psychological research: conceptual, strategic, and statistical considerations", Journal of Personality and Social Psychology, Vol. 51, pp. 1173-82.
8. Bearden, W.O. and Teel, J.E. (1983), "Selected determinants of customer satisfaction and complaint reports", Journal of Marketing Research, Vol. 20 No. 1, pp. 21-8.
9. Beatty, S. and Smith, S. (1987), "External search effort: an investigation across several product categories", Journal of Consumer Research, Vol. 14, pp. 83-95.
10. Bettman, J., Luce, M.F. and Payne, J.W. (1998), "Constructive consumer choice processes", Journal of Consumer Research, Vol. 25 No. 3, pp. 187-217.
11. Biswas, D. (2004), "Ecomonics of information in the web economy towards a new theory?", Journal of Business Research, Vol. 57 No. 7, pp. 724-33.
12. Bonn, M.A., Furr, H.L. and Susskind, A.M. (1999), "Predicting a behavioural profile for pleasure travellers on the basis of Internet use segmentation", Journal of Travel Research, Vol. 37 No. 4, pp. 333-40.
13. Buhalis, D. (1998), "Strategic use of information technologies in the tourism industry", Tourism Management, Vol. 19 No. 5, pp. 409-21.
14. Buhalis, D. and Licata, M.C. (2002), "The future of e-tourism intermediaries", Tourism Management, Vol. 23 No. 3, pp. 207-20.
15. Burke, R.R. (1997), "Do you see what I see? The future of virtual shopping", Journal of the Academy of Marketing Science, Vol. 25 No. 4, pp. 352-60.
16. Carte, T.A. and Russell, C.J. (2003), "In pursuit of moderation: nine common errors and their solutions", MIS Quarterly, Vol. 27 No. 3, pp. 479-501.
17. Chen, J. and Gursoy, D. (2001), "An investigation of tourists' destination loyalty and preferences", International Journal of Contemporary Hospitality Management, Vol. 13 No. 2, p. 79.
18. Chen, Q. and Wells, W.D. (1999), "Attitude toward the site", Journal of Advertising Research, Vol. 39 No. 5, pp. 27-37.
19. Chon, K-S. (1990), "The role of destination image in tourism: a review and discussion", Revue du Tourisme, Vol. 2, pp. 2-9.
20. Christian, R. (2001), "Developing an online access strategy: issues facing small-to medium- sized tourism and hospitality enterprises", Journal of Vacation Marketing, Vol. 7 No. 2, pp. 70-178.
21. Churchill, G.A. Jr and Surprenant, C. (1982), "An investigation into the determinants of customer satisfaction", Journal of Marketing Research, Vol. 19 No. 4, pp. 491-504.
22. Crosby, L.A. and Stephens, N. (1987), "Effects of relationship marketing on satisfaction, retention, and prices in the life insurance industry", Journal of Marketing Research, Vol. 24, November, pp. 404-11.
23. DeLone, W.H. and McLean, E.R. (1992), "Information systems success: the quest for the dependent variable", Information Systems Research, Vol. 3 No. 1, pp. 60-95.
24. Ducoffe, R.H. (1996), "Advertising value and advertising on the web", Journal of Advertising Research, Vol. 36 No. 5, pp. 21-35.
25. Echambadi, R. and Hess, J.D. (2007), "Mean-centering does nothing to alleviate collinearity problems in moderated multiple regression models", Marketing Science, available at: www.bus.ucf.edu/echambadi/mar7638/Week%2011/ Moderated%20Regression%20Sept%2018%202005.doc.
26. Echambadi, R., Campbell, B. and Agarwal, R. (2006), "Encouraging best practice in quantitative management research: an incomplete list of opportunities", Journal of Management Studies, Vol. 43 No. 8, pp. 1801-20.
27. Edmunds, A. and Morris, A. (2000), "The problem of information overload in business organisations: a review of the literature", International Journal of Information Management, Vol. 20 No. 1, pp. 17-28.
28. Eppler, M.J. and Mengis, J. (2002), "The concept of information overload: a review of literature from organization science, marketing, accounting, MIS, and related disciplines", research paper, Median and Communication Management, University of St Gallen, St Gallen.
29. Eveland, W.P. Jr and Dunwoody, S. (2001), "User control and structural isomorphism or disorientation and cognitive load", Communication Research, Vol. 28 No. 1, pp. 48-78.
30. Evrard, Y. (1993), "La satisfaction des consommateurs: État des recherches", Revue Française du Marketing, Vol. 144/145, pp. 53-65.
31. Fodness, D. and Murray, B. (1997), "Tourist information search", Annals of Tourism Research, Vol. 24 No. 3, pp. 503-23.
32. Gotlieb, J.B. and Sarel, D. (1991), "Comparative advertising effectiveness: the role of involvement and source credibility", Journal of Advertising, Vol. 20 No. 1, pp. 38-45.
33. Gursoy, D. and McCleary, K.W. (2004), "An integrative model of tourists' information search behaviour", Annals of Tourism Research, Vol. 31, pp. 353-73.
34. Hahn, M., Lawson, R. and Lee, Y.F. (1992), "The effects of time pressure and information load on decision quality", Psychology & Marketing, Vol. 9 No. 5, pp. 365-78.
35. Hair, J.F., Anderson, R.E., Tathan, R.L. and Black, W.C. (1998), Multivariate Data Analysis, Prentice Hall International, Englewood Cliffs, NJ.
36. Helson, H. (1964), Adaptation-Level Theory, Harper & Row, New York, NY.
37. Herbig, P.A. and Kramer, H. (1994), "The effect of information overload on the innovation choice process", Journal of Consumer Marketing, Vol. 11 No. 2, pp. 45-54.
38. Hess, B. (1999), "Graduate student cognition during information retrieval using the worldwide web: a pilot study", Computer & Education, Vol. 33 No. 1, pp. 1-13.
39. Hoffman, D.L. and Novak, T.P. (1996), "Marketing in hypermedia computer-mediated environments: conceptual foundations", Journal of Marketing, Vol. 60 No. 3, pp. 50-68.
40. Huang, M. (2000), "Information load: its relationship to online exploratory and shopping behavior", International Journal of Information Management, Vol. 20 No. 5, pp. 337-47.
41. Hwang, M.I. and Lin, J.W. (1999), "Information dimension, information overload and decision quality", Journal of Information Science, Vol. 25 No. 3, pp. 213-8.
42. IET (2004), Morimientos turísticos en fronteras (FRONTUR), Ministerio de Industria, Turismo y Comercio, Madrid.
43. Inkpen, G. (1998), Information Technology for Travel and Tourism, Longman, Singapore.
44. Jacoby, J. (1984), "Perspectives on information overload", Journal of Consumer Research, Vol. 1 No. 4, pp. 432-5.
45. Johnson, E.J., Bellman, S. and Lohse, G.L. (2003), "Cognitive lock-in and the power law of practice", Journal of Marketing, Vol. 67 No. 2, pp. 62-75.
46. Jones, M.A. and Suh, J. (2000), "Transaction-specific satisfaction and overall satisfaction: an emprirical analysis", Journal of Service Marketing, Vol. 14 No. 2, pp. 147-59.
47. Keller, K.L. and Staelin, R. (1989), "Assessing biases in measuring decission effectiveness and information overload", Journal of Consumer Research, Vol. 15 No. 4, pp. 504-9.
48. Kromrey, J. and Foster, J. (1998), "Mean centering in moderated multiple regression: much ado about nothing", Educational and Psychological Measurement, Vol. 58, pp. 42-67.
49. Law, R. (2000), "Internet in travel and tourism - Part I", Journal of Travel and Tourism Marketing, Vol. 9, pp. 83-7.
50. Law, R., Leung, K. and Wong, J. (2004), "The impact of the Internet on travel agencies", International Journal of Contemporary Hospitality Management, Vol. 16 No. 2, pp. 100-7.
51. Lazonder, A.W., Biemans, H.J. and Wopereis, I.G.J. (2000), "Differences between novice and experienced users in searching information on the world wide web", Journal of the Amercian Society for Information Science, Vol. 51 No. 6, pp. 576-81.
52. Lord, C., Ross, L. and Lepper, M. (1979), "Biased assimilation and attitude polarization: the effects of prior theories on subsequently considered evidence", Journal of Personality and Social Psychology, Vol. 37, pp. 2098-109.
53. McKinney, V., Yoon, K. and Zahedi, F. (2002), "The measurement of web-customer satisfaction: an expectation and disconfirmation approach", Information System Research, Vol. 13 No. 3, pp. 296-315.
54. Malhotra, N.K. (1982), "Information load and consumer decision making", Journal of Consumer Research, Vol. 8 No. 4, pp. 419-30.
55. Malhotra, N.K. (1984), "Reflections on the information overload paradigm in consumer decision making", Journal of Consumer Marketing, Vol. 10 No. 4, pp. 436-40.
56. Marcussen, C.H. (1997), "Marketing Europe tourism products via Internet/WWW", Journal of Travel and Tourism Marketing, Vol. 6 Nos 3/4, pp. 23-4.
57. Muehling, D.D. and Laczniak, R.N. (1988), "Advertising's immediate and delayed influence on brand attitudes: considerations across message-involvement levels", Journal of Advertising, Vol. 17 No. 4, pp. 23-34.
58. Oliver, R.L. (1980), "A cognitive model of the antecedents and consequences of satisfaction decisions", Journal of Marketing Research, Vol. 17 No. 4, pp. 460-9.
59. Owen, R.S. (1992), "Clarifying the simple assumption of the information overload paradigm", Advances in Consumer Research, Vol. 19, pp. 770-6.
60. Peterson, R.A., Albaum, G. and Beltramini, R.F. (1985), "A meta-analysis of effect sizes in consumer behavior experiments", Journal of Consumer Research, Vol. 12 No. 1, pp. 97-103.
61. Peterson, R.A., Balasubramanian, S. and Bronenberg, B.J. (1997), "Exploring the implications of the Internet for consumer marketing", Journal of the Academy of Marketing Science, Vol. 25 No. 4, pp. 329-46.
62. Petrick, J.F. and Beckman, S.J. (2002), "An examination of the determinants of golf travelers' satisfaction", Journal of Travel Research, Vol. 40 No. 3, pp. 252-8.
63. Petty, R.E. and Cacioppo, J.T. (1986), "The elaboration likelihood model of persuasion", Advances in Experimental Social Psychology, Vol. 9, pp. 123-205.
64. Petty, R.E., Cacioppo, J.T. and Schumann, D. (1983), "Central and peripheral routes to advertising effectiveness: the moderating role of involvement", Journal of Consumer Research, Vol. 10, September, pp. 135-45.
65. Poon, A. (2001), "The future of travel agents", Travel and Tourism Analyst, Vol. 3, pp. 57-80.
66. Schlosser, A.E. and Kanfer, A. (1999), "Current advertising on the Internet: the benefits and usage of mixed-media advertising strategies", in Shumann, D. and Thorson, E. (Eds), Advertising and the World Wide Web, Erlbaum Associates, Hillsdale, NJ, pp. 41-60.
67. Schul, P. and Crompton, J.L. (1983), "Search behavior of international vacationers: travel specific lifestyle and sociodemographic variables", Journal of Travel Research, Vol. 22, pp. 25-31.
68. Sharma, S., Durand, R.M. and Gur-Arie, O. (1981), "Identification and analysis of moderator variables", Journal of Marketing Research, Vol. 28, pp. 291-300.
69. Sirieix, L. and Dubois, P. (1999), "Vers un modèle qualité-satisfaction intégrant la confiance?", Recherche et Applications en Marketing, Vol. 14 No. 3, pp. 1-22.
70. Spreng, R.A., MacKenzie, S.B. and Olshavsky, R.W. (1996), "A reexamination of the determinants of consumer satisfaction", Journal of Marketing, Vol. 60, July, pp. 15-32.
71. Szymanski, D.M. and Hise, R.T. (2000), "E-satisfaction: an initial examination", Journal of Retailing, Vol. 76 No. 3, pp. 309-22.
72. Thorbjornsen, H., Supphellen, M., Nysveen, H. and Pedersen, P.E. (2002), "Building brand relationships online: a comparison of two interactive applications", Journal of Interactive Marketing, Vol. 16 No. 3, pp. 17-34.
73. Turetken, O. and Sharda, R. (2004), "Development of a Fisheye-Based Information Search Processing Aid (FISPA) for managing information overload in the web environment", Decision Support Systems, Vol. 37 No. 3, pp. 415-34.
74. Van de Poel, D. and Leunis, J. (1999), "Consumer acceptance of the Internet as a channel of distribution", Journal of Business Research, Vol. 45 No. 3, pp. 249-56.
75. Vich-i-Martorell, G.A. (2003), "The Internet and tourism principals in the Balearic Islands", Tourism and Hospitality Research, Vol. 5 No. 1, pp. 25-44.
76. Vogt, C. and Fesenmaier, D.R. (1998), "Expanding the functional information search model", Annals of Tourism Research, Vol. 25 No. 3, pp. 551-78.
77. Westbrook, R.A., Newman, J.W. and Taylor, J.R. (1978), "Satisfaction/dissatisfaction in the purchase decision process", Journal of Marketing, Vol. 42, October, pp. 54-60.
78. Wilson, P. (1995), "Unused relevant information in research and development", Journal of the American Society for Information Science, Vol. 46 No. 1, pp. 45-51.
79. Yi, Y. (1990), "A critical review of consumer satisfaction", in Zeithaml, V.A. (Ed.), Review of Marketing, American Marketing Association, Chicago, IL, pp. 68-123.
80. Zeithaml, V.A., Berry, L.L. and Parasuraman, A. (1996), "The behavioral consequences of service quality", Journal of Marketing, Vol. 60 No. 2, pp. 31-46.