Consumer e-loyalty to online travel intermediaries

Journal of Quality Assurance in Hospitality and Tourism

Volumn 10, Issue 1, 2009, Pages 1-22

  Dunn, Gregory ^a   Baloglu, Seyhmus ^b   Brewer, Pearl ^b   Qu, Hailin ^c  

^a UNIVERSITY OF SOUTH FLORIDA SARASOTA MANATEE   (United States)

^b UNIVERSITY OF NEVADA   (United States)

^c OKLAHOMA STATE UNIVERSITY   (United States)

Author keywords

E loyalty; E quality; E shopping; Online travel; Online travel intermediary

Indexed keywords

EID: 62249190359     PISSN: 1528008X     EISSN: 15280098     Source Type: Journal    
DOI: 10.1080/15280080802713751     Document Type: Article

References (56)

1. Anderson, R. E. and Srinivasan, S. S. (2003) E-satisfaction and e-loyalty: A contingency framework. Psychology and Marketing, 12:2, pp. 125-144.
2. Baker, D. and Crompton, J. (2000) Quality, satisfaction, and behavioral intentions. Annals of Tourism Research, 27:3, pp. 785-804.
3. Baker, B. J., Lin, E., Marn, M. V. and Zawada, C. C. (2001) Getting prices right on the web. The McKinsey Quarterly
4. Baloglu, S. (2002) Dimensions of consumer loyalty: Separating friends from well-wishers. Cornell Hotel and Restaurant Administration Quarterly, 43:1, pp. 47-60.
5. Bansal, H. S. and Voyer, P. A. (2000) Word-of-mouth processes within a service purchase decision context. Journal of Service Research, 3:2, pp. 166-177.
6. Barnes, J. G., Dunne, P. A. and Glynn, W. J. (2000) Self-service and technology: Unanticipated and unintended effects on customer relationships. Handbook of services marketing and management, pp. 89-102. Sage Publications, Inc, Thousand Oaks, CA
7. Barsh, J., Crawford, B. and Grosso, C. (2000) How e-tailing firms can rise from the ashes. The McKinsey Quarterly
8. Bitner, M. J., Brown, S. and Meuter, M. L. (2000) Technology infusion in service encounters. Journal of the Academy of Marketing Science, 28:1, pp. 138-149.
9. Blattberg, R. C. and Deighton, J. (1996) Manage marketing by the customer equity test. Harvard Business Review, 2:4, pp. 136-149.
10. Bloemer, J. M. M. and de Ruyter, K. (1999) On the relationship between store image, store satisfaction, and store loyalty. European Journal of Marketing, 32:56, pp. 499-510.
11. Bolton, R. N. and Drew, J. H. (1991) A multistage model of customers' assessments of service quality and value. Journal of Consumer Research, 17:4, pp. 375-384.
12. Bowman, C. and Ambrosini, V. (1998) Value creation versus value capture: Towards a coherent definition of value in strategy - An exploratory study
13. Cronin, J. J., Brady, M. K. and Hult, G. T. M. (2000) Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of Retailing, 76:2, pp. 193-218.
14. Dabholkar, P. A. (2000) Technology in service delivery. Handbook of services marketing and management, pp. 103-110. Sage Publications, Thousand Oaks, CA
15. Davis, F. D., Bagozzi, R. P. and Warshaw, P. R. (1989) User acceptance of computer technology: A comparison of two theoretical models. Management Science, 35, pp. 982-1002.
16. Dodds, W. B. and Monroe, K. B. (1985) The effect of brand and price information on subjective product evaluations. Advances in consumer research, pp. 85-90. Association for Consumer Research, Provo UT
17. Dodds, W. B., Monroe, K. B. and Grewal, D. (1991) Effects of price, brand, and store information on buyers' product evaluations. Journal of Marketing, 28:3, pp. 307-319.
18. Donthu, N. and Garcia, A. (1999) The Internet shopper. Journal of Advertising Research, 39:3, pp. 52-58.
19. Gommans, M., Krishnan, K. S. and Scheffold, K. B. (2001) From Brand Loyalty to E-Loyalty. Journal of Economic and Social Research, 3:1, pp. 43-59.
20. Grewal, D., Iyer, G., Krishnan, R. and Sharma, A. (2003) The Internet and the price-value-loyalty chain. Journal of Business Research, 56, pp. 391-398.
21. Grewal, D., Monroe, K. B. and Krishnan, R. (1998) The effects of price comparison advertising on buyers' perceptions of acquisition value and transaction value. Journal of Marketing, 62:2, pp. 46-59.
22. Grewal, D., Krishnan, R., Baker, J. and Borin, N. (1998) The effect of store name, brand name, and price discounts on consumers' evaluation and purchase intentions. Journal of Retailing, 74:3, pp. 331-352.
23. Gruen, T., Osmonbekov, T. and Czapelewski, A. (2006) eWOM: The impact of customer-to-customer online know how exchange on customer value and loyalty. Journal of Business Research, 59, pp. 449-456.
24. Hair, Jr. J. F., Anderson, R. E., Tatham, R. L. and Black, W. C. (1998) Multivariate data analysis with readings, Prentice Hall, Upper Saddle River, NJ
25. Horton, R. (1984) Buyer behavior: A decision making approach, Charles E. Merrill, Columbus, OH
26. Hunt, J. (2000) Are you being served?. Internet Magazine, p. 72.
27. Jacoby, J. and Chestnutt, R. B. (1978) Brand loyalty: Measurement and management, John Wiley & Sons, New York
28. Joreskog, K. and Sorbom, D. (1993) LISREL 8: User's reference guide, Scientific Software International, Chicago
29. Jarvenpaa, S. and Todd, P. (1997) Is there a future for retailing on the Internet?. Electronic marketing and the consumer, pp. 139-154. Sage Publications, Thousand Oaks, CA
30. Kemp, T. (2000) A matter of trust- B2C's seek credibility. Internet Week
31. Kim, I. (2001) Investigating effect of consumers' perceived risk on purchase intention in Internet shopping
32. Korgankar, P. K. and Wolin, L. D. (1999) A multivariate analysis of web usage. Journal of Advertising Research, 2, pp. 53-69.
33. Lapierre, J., Filiatrault, P. and Chebat, J. (1999) Value strategy rather than quality strategy: A case of business-to-business professional service. Journal of Business Research, 45:2, pp. 235-246.
34. Marn, M. V. (2000) Virtual pricing. The McKinsey Quarterly
35. Mathwick, C., Malhotra, N. and Rigdon, E. (2000) Experiential value: Conceputalization, measurement and application in the catalog and Internet shopping. Journal of Retailing, 77, pp. 39-56.
36. McIntyre, J. M. and Peck, M. A. (1988) Managing measuring for customer loyalty: A yin and yang Perspective. Direct Marketing, (October), pp. 48-52.
37. Meuter, M. L., Ostrom, A. L., Roundtree, R. I. and Bitner, M. J. (2000) Self-service technologies: Understanding customer satisfaction with technology-based service encounters. Journal of Marketing, 64:3, pp. 50-64.
38. Miyazaki, A. D. and Fernandez, A. (2000) Consumer perceptions of privacy and security risks for online shopping. The Journal of Consumer Affairs, 35:1, pp. 27-44.
39. Parasuraman, A. and Grewal, D. (2000) The impact of technology on the quality-value-loyalty chain: A research agenda. Journal of the Academy of Marketing Science, 28:1, pp. 168-174.
40. PhoCusWright (2005) Hotel and lodging commerce 2002-2005: Distribution strategies and market forecasts
41. Porter, M. E. (2001) Strategy and the Internet. Harvard Business Review, pp. 63-78.
42. Reichheld, F. F. (1996) The loyalty effect: The hidden force behind growth, profits, and lasting value, Harvard Business School Press, Boston
43. Reichheld, F. F. and Schefter, P. (2000) E-loyalty: Your secret weapon on the web. Harvard Business Review, 78:2, pp. 105-113.
44. Ribbink, D., van Riel, A. C. R., Liljander, V. and Streukens, S. (2004) Comfort your online customer: Quality, trust and loyalty on the Internet. Managing Service Quality, 14:6, pp. 446-456.
45. Simpson, L. and Lakner, H. (1993) Perceived risk and mail order shopping for apparel. Journal of Consumer Studies and Home Economics, 17, pp. 377-398.
46. Sirohi, N., MacLaughlin, E. W. and Wittink, D. R. (1998) A model of consumer perceptions and store loyalty intentions for a supermarket retailer. Journal of Retailing, 74:2, pp. 223-245.
47. Strader, T. J. and Shaw, M. J. (1999) Consumer cost differences for traditional and Internet markets. Internet Research: Electronic Networking Applications and Policy, 9:3, pp. 83-92.
48. Sweeney, J. C., Soutar, G. N. and Johnson, L. W. (1999) The role of perceived risk in the quality-value relationship: A study in a retail environment. Journal of Retailing, 75:1, pp. 77-105.
49. Tanaka, J. and Huba, G. J. (1985) A fit index for covariance structure models under arbitrary GLS estimation. British Journal of Mathematical and Statistical Psychology, 42, pp. 233-239.
50. Teas, R. K. and Agarwal, S. (2000) The effects of extrinsic product cues on consumers' perceptions of quality, sacrifice, and value. Journal of the Academy of Marketing Science, 28:2, pp. 278-290.
51. Vijayasarathy, L. R. and Jones, J. M. (2000) Print and Internet catalog shopping: Assessing attitudes and intentions. Internet Research, 10:3, pp. 191-202.
52. Wolfinbarger, M. and Gilly, M. C. (2001) Shopping online for freedom, control, and fun. California Management Review, 43:2, pp. 34-55.
53. Zeithaml, V. A. (2000) Service quality, profitability, and the economic worth of consumers: What we know and what we need to learn. Journal of the Academy of Marketing Science, 21:1, pp. 1-12.
54. Zeithaml, V. A. (1988) Consumer perceptions of price, quality, and value: A means-end model and synthesis of evidence. Journal of Marketing, 52:3, pp. 2-22.
55. Zeithaml, V. A., Berry, L. L. and Parasuraman, A. (1996) The behavioral consequences of service quality. Journal of Marketing, 60:2, pp. 31-46.
56. Zeithaml, V. A., Parasuraman, A. and Malhotra, A. (2000) A conceptual framework for understanding e-service quality: Implications for future research and managerial practice. Marketing Science Institute, Cambridge, MA