Travelers' E-Purchase Intent of Tourism Products and Services

Journal of Hospitality Marketing and Management

Volumn 22, Issue 5, 2013, Pages 505-529

  Nunkoo, Robin ^a,b   Ramkissoon, Haywantee ^c  

^a UNIVERSITY OF MAURITIUS   (Mauritius)

^b UNIVERSITY OF JOHANNESBURG   (South Africa)

^c MONASH UNIVERSITY   (Australia)

Author keywords

e purchase intent; experiential products; risk; technology acceptance model; tourism e commerce; trust

Indexed keywords

EID: 84879689085     PISSN: 19368623     EISSN: 19368631     Source Type: Journal    
DOI: 10.1080/19368623.2012.680240     Document Type: Article

References (107)

1. Ajzen, I. 1991. The theory of planned behavior. Organizational Behavior and Human Decision Processes, 50: 179 - 211.
2. Albadvi, A. and Saddad, G. 2012. Web site evaluation of Iranian tourism and hospitality organization: An e-commerce web site features model. Journal of Hospitality Marketing and Management, 21: 155 - 183.
3. Anderson, J. R. and Gerbing, D. W. 1988. Structural equation modeling in practice: A review and recommended two-step approach. Psychological Bulletin, 103: 411 - 423.
4. Arning, K. and Ziefle, M. 2007. Understanding age differences in PDA acceptance and performance. Computers in Human Behavior, 23: 2904 - 2927.
5. Bart, Y., Shankar, V., Sultan, F. and Urban, G. L. 2005. Are the drivers and role of online trust the same for all websites and consumers? A large scale exploratory empirical study. Journal of Marketing, 69: 133 - 152.
6. Belanger, F. and Carter, L. 2008. Trust and risk in e-government adoption. Journal of Strategic Information Systems, 17: 165 - 176.
7. Beldad, A., de Jong, M. and Steehouder, M. 2010. How shall I trust the faceless and the intangible? A literature review on the antecedents of online trust. Computers in Human Behavior, 26: 857 - 869.
8. Beldona, S., Nusair, K. and Demicco, F. 2009. Online travel purchase behavior of generational cohorts: A longitudinal study. Journal of Hospitality Marketing and Management, 18: 406 - 420.
9. Bhatnagar, A., Misra, S. and Rao, H. R. 2000. On risk, convenience and Internet shopping behavior. Communication of the ACM, 43 (11): 98 - 105.
10. Buhalis, D. 2003. eTourism: Information technology for strategic tourism management, London, England: Prentice Hall.
11. Buhalis, D. and Michopoulou, E. 2011. Information-enabled tourism destination marketing: Addressing the accessibility market. Current Issues in Tourism, 14: 145 - 168.
12. Casalo, L. V., Flavian, C. and Guinaliu, M. 2007. The role of security, privacy, usability and reputation in the development of online banking. Online Information Review, 31: 583 - 603.
13. Castaneda, J. A., Munoz, F. and Luque, T. 2007. Web acceptance model (WAM): Moderating effects of user experience. Information and Management, 44: 384 - 396.
14. Chalkiti, K. and Sigala, M. 2008. Information Sharing and knowledge creation in online forums: The case of the Greek online forum "DIALOGOI.". Current Issues in Tourism, 11: 381 - 406.
15. Chau, P. Y. K. 1996. An empirical assessment of a modified technology acceptance model. Journal of Management Information System, 13: 185 - 204.
16. Chau, P. Y. K., Hu, P. J. H., Lee, B. L. P. and Au, A. K. K. 2007. Explaining customer' trust in online vendors and their dropout decisions: An empirical study. Electronic Commerce Research and Application, 6: 171 - 182.
17. Chen, C. 2006. Identifying significant factors influencing trust in an online travel Website. Information Technology and Tourism, 8: 197 - 214.
18. Cheng, S. and Cho, V. 2011. An integrated model of employees' behavioral intention towards innovative information and communication technologies in travel agencies. Journal of Hospitality and Tourism Research, 35: 488 - 510.
19. Cho, V. 2006. The study of the roles of trusts and risks in information-oriented online legal services using an integrated model. Information and Management, 43: 502 - 520.
20. Chung, N. and Kwon, S. J. 2009. Effect of trust level on mobile banking satisfaction: A multi-group analysis of information system success instruments. Behavior and Information Technology, 28: 549 - 562.
21. Cooper-Martin, E. 1992. Consumer and movies: Information sources for experiential products. Advances in Consumer Research, 19 (1): 756 - 761.
22. Corritore, C. L., Kracher, B. and Wiedenbeck, S. 2003. On-line trust: Concepts, evolving themes, a model. International Journal of Human-Computer Studies, 58: 737 - 758.
23. Davis, F. D. 1989. Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly, 13: 319 - 340.
24. 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: 982 - 1003.
25. Dickinger, A. 2011. The trustworthiness of online channels for experience- and goal-directed search tasks. Journal of Travel Research, 50: 378 - 391.
26. Featherman, M. S. and Pavlou, P. A. 2003. Predicting e-services adoption: A perceived risk facets perspective. International Journal of Human-Computer Studies, 59: 451 - 474.
27. Fesenmaier, D. R., Xiang, Z., Pan, B. and Law, R. 2011. A framework of search engine use for travel planning. Journal of Travel Research, 50: 587 - 601.
28. Fishbein, M. and Ajzen, I. 1975. Belief, attitude, intention and behavior: An introduction to theory and research, Reading, MA: Addison-Wesley.
29. Flavian, C. and Cuinaliu, M. 2006. Consumer trust, perceived security and privacy policy: Three basic elements of loyalty to a Website. Industrial Management and Data Systems, 106: 601 - 620.
30. Flavian, C., Guinaliu, M. and Gurrea, R. 2006. The role played by perceived usability, satisfaction, and consumer trust on website loyalty. Information and Management, 43: 1 - 14.
31. Fukuyama, F. 1995. Trust: The social virtues and the creation of prosperity, New York, NY: The Free Press.
32. Gefen, D. and Straub, D. 2000. The relative importance of perceived ease-of-use in IS adoption: A study of e-commerce adoption. Journal of the Association for Information Systems, 1 (8): 1 - 20.
33. Grabner-Krauter, S. and Kaluscha, E. A. 2003. Empirical research in on-line trust: A review and critical assessment. International Journal of Human Computer Studies, 58: 783 - 812.
34. Grazoli, S. and Jarvenpaa, S. 2000. Perils of Internet fraud: An empirical investigation of deception and trust with experienced Internet consumers. IEEE Transaction on Systems, Man, and Cybernetics, 30: 395 - 410.
35. Gretzel, U. and Fesenmaier, D. R. 2003. " Experienced-based Internet marketing: An exploratory study of sensory experience associated with pleasure travel to the Midwest United States ". In Information and communication technologies in tourism 2003, Edited by: Frew, A. J., Hitz, M. and O'Connor, P. 49 - 57. New York, NY: Springer.
36. Hankin, L.2007The effects of user reviews on online purchasing behavior across multiple product categories. Retrieved from http://http://www.ischool.berkeley.edu/files/lhankin_report.pdf
37. Hernandez, B., Jimenez, J. and Martin, M. J. 2009. The impact of self-efficacy, ease of use and usefulness on e-purchasing: An analysis of experienced shoppers. Interacting with Computers, 21: 146 - 156.
38. Herrero, A. and Rodriguez, I. 2008. Explaining B2C e-commerce acceptance: An integrative model based on the framework by Gatingnon and Robertson. Interacting with Computers, 20: 212 - 224.
39. Heung, V. S. C. 2003. Internet usage by international travelers: Reasons and barriers. International Journal of Contemporary Hospitality Management, 15: 370 - 378.
40. Holbroook, M. B. and Hirschman, E. C. 1982. The experiential aspects of consumption: Consumer fantasies, feelings, and fun. Journal of Consumer Research, 9 (2): 132 - 140.
41. Hsu, C. L. and Lu, H. P. 2004. Why do people play on-line games? An extended TAM with social influences and flow experience. Information and Management, 41: 853 - 868.
42. Hu, L. and Bentler, P. 1995. " Evaluating model fit ". In Structural equation modeling: Concept, issues and applications, Edited by: Hoyle, R. 76 - 99. Thousand Oaks, CA: Sage.
43. Huh, H. J., Kim, T. and Law, R. 2009. A comparison of competing theoretical models for understanding acceptance behavior of information systems in upscale hotels. International Journal of Hospitality Management, 28: 121 - 134.
44. Hultkrantz, L. 2002. Will there be a unified wireless marketplace for tourism?. Current Issues in Tourism, 5 (2): 149 - 161.
45. Jarvenpa, L. S., Tractinsky, N. and Vitale, M. 2000. Consumer trust in an online store. Information Technology and Management, 1: 45 - 71.
46. Jarvenpa, S. and Tractinsky, N. 1999. Consumer trust in an Internet store: A cross-cultural validation. Journal of Computer Mediated Communication, 5 (2): 1 - 35.
47. Judd, C., Smith, E. and Kidder, L. 1991. Research methods in social relations, Forth Worth, TX: Harcourt Brace Jovanovich College Publishers. 6th ed
48. Karahanna, E., Straub, D. W. and Chervany, N. 1999. Information technology adoption across time: A cross-sectional comparison of pre-adoption and post-adoption beliefs. MIS Quarterly, 23 (2): 183 - 213.
49. Kargaonkar, P., Silverblatt, R. and Girard, T. 2006. Online retailing, product classification, and consumer preferences. Internet Research, 16: 267 - 288.
50. Kim, D. J., Ferrin, D. L. and Rao, H. R. 2008. A trust-based consumer decision-making model in electronic commerce: The role of trust, perceived risk and their antecedents. Decision Support Systems, 44: 544 - 564.
51. Kim, D. Y., Lehto, X. Y. and Morrison, A. M. 2007. Gender differences in online travel information search: Implications for marketing communications on the Internet. Tourism Management, 28: 423 - 433.
52. Kim, L. H., Kim, D. J. and Leong, J. K. 2005. The effect of perceived risk on intention in purchasing airline tickets online. Journal of Hospitality and Leisure Marketing, 13 (2): 33 - 53.
53. Kim, M. J., Chung, N. and Lee, C. K. 2011. The effect of perceived trust on electronic commerce: Shopping for online tourism products and services in South Korea. Tourism Management, 32: 256 - 265.
54. Kim, T. G., Lee, J. H. and Law, R. 2008. An empirical examination of the acceptance behaviour of hotel front office systems: An extended technology acceptance model. Tourism Management, 29: 500 - 513.
55. Lang, T. C. 2000. The effects of Internet on travel consumer purchasing and implications for travel agencies. Journal of Vacation Marketing, 6: 368 - 385.
56. Law, R. and Hsu, H. C. 2005. Customers' perceptions and the importance of hotel Web Site dimensions and attributes. International Journal of Contemporary Hospitality Management, 17: 493 - 503.
57. Law, R. and Leung, R. 2000. A study of airlines' online reservation services on the Internet. Journal of Travel Research, 39: 202 - 211.
58. Lee, H. Y., Qu, H. and Kim, Y. S. 2007. A study of the impact of personal innovativeness on online travel shopping behavior: A study of Korean travelers. Tourism Management, 28: 886 - 897.
59. Lee, M. K. O. and Turban, E. 2001. A trust model for consumer Internet shopping. International Journal of Electronic Commerce, 6 (1): 75 - 91.
60. Li, L. and Buhalis, D. 2006. E-commerce in China: The case of travel. International Journal of Information Management, 26: 153 - 166.
61. Lin, P. J., Jones, E. and Westwood, S. 2009. Perceived risk and risk relievers in online travel purchase intentions. Journal of Hospitality Marketing and Management, 18: 782 - 810.
62. Litvin, S. W., Goldsmith, R. E. and Pan, B. 2008. Electronic word-of-mouth in hospitality and tourism management. Tourism Management, 29: 458 - 468.
63. Lo, S. K. and Lie, T. 2008. Selection of communication technologiesa perspective based on information richness theory and trust. Technovation, 28: 146 - 153.
64. Lohse, G. L. and Spiller, P. 1998. Electronic shopping. Communication of the ACM, 41 (7): 81 - 87.
65. Lu, J., Yao, J. E. and Yu, C. S. 2005. Personal innovativeness, social influences and adoption of wireless Internet services via mobile technology. Journal of Strategic Information Systems, 14: 245 - 268.
66. Lu, Y., Zhao, L. and Wang, B. 2010. From virtual community members to C2C e-commerce buyers: Trust in virtual communities and its effects on consumer purchase intention. Electronic Commerce Research and Applications, 9: 346 - 360.
67. Luhmann, N. 1979. Trust and power, New York, NY: Wiley.
68. Luo, G. 2002. Trust production and privacy concerns on the Internet: A framework based on relationship marketing and social exchange theory. Industrial Marketing Management, 31: 111 - 118.
69. Marsh, H. W. and Grayson, D. 1995. " Latent-variable models of multitrait-multimethod data ". In Structural equation modeling: Issues and applications, Edited by: Hoyle, R. H. 177 - 198. Newbury, CA: Sage.
70. Mayer, R. C., Davis, J. H. and Schoorman, F. D. 1995. An integrative model of organizational trust. Academy of Management Review, 20: 709 - 734.
71. McCole, P. 2002. The role of trust for electronic commerce in services. International Journal of Contemporary Hospitality Management, 14 (2): 81 - 87.
72. McCole, P., Ramsey, E. and Williams, J. 2010. Trust considerations on attitudes towards online purchasing: The moderating effect of privacy and security concerns. Journal of Business Research, 63: 1018 - 1024.
73. McKnight, D. H. and Chervany, N. L. 2001. What trust means in e-commerce customer relationships: An interdisciplinary conceptual typology. International Journal of Electronic Commerce, 6 (2): 35 - 39.
74. Moon, J. and Kim, Y. 2001. Extending the TAM for a world-wide-web context. Information and Management, 28: 217 - 230.
75. Morosan, C. 2012. Theoretical and empirical considerations of guests' perceptions of biometric systems in hotels: Extending the technology acceptance model. Journal of Hospitality and Tourism Research, 36 (1): 52 - 84.
76. Morosan, C. and Jeong, M. 2008. Users' perceptions of two types of hotel reservation web sites. International Journal of Hospitality Management, 27: 284 - 292.
77. Murray, K. B. and Schlater, J. L. 1990. The impact of services versus goods on consumers' assessment of perceived risks. Journal of the Academy of Marketing Science, 18 (1): 51 - 65.
78. NcNeill, M.2011E-commerce success lies in quality not quantity. Retrieved from http://http://www.businesscomputingworld.co.uk/e-commerce-success-lies-in-quality-not-quantity
79. Nunkoo, R. and Ramkissoon, H. 2012. Structural equation modelling and regression analysis in tourism research. Current Issues in Tourism, 15 (8): 777 - 802.
80. Oh, S. H., Kim, Y. M., Lee, C. W., Shim, G. Y. and Park, M. S. 2009. Consumer adoption of virtual stores in Korea: Focusing on the role of trust and playfulness. Psychology and Marketing, 26: 652 - 668.
81. Panagopoulos, A., Kanellopoulos, D., Karachanidis, I. and Konstantinidis, S. 2011. A comprehensive evaluation framework for hotel websites: The case of chain hotel websites operating in Greece. Journal of Hospitality Marketing and Management, 20: 695 - 717.
82. Parasuraman, A. and Zinkan, G. M. 2002. Marketing to and serving customers through the Internet: An overview and research agenda. Journal of the Academy of Marketing Science, 30: 286 - 295.
83. Park, C. and Lee, T. M. 2009. Information direction, website reputation, and eWOM effect: A moderating role of product type. Journal of Business Research, 62: 61 - 67.
84. Pavlou, P. 2003. Consumer acceptance of electronic commerce: Integrating trust and risk with the technology acceptance model. International Journal of Electronic Commerce, 7 (3): 69 - 103.
85. Pi, S. M., Li, T. S., Chen, H. Y. and Chen, H. M. 2006. A study of intention on continuous use of online financial services: The mediated effects of website trust. Proceedings of the 40th Annual Hawaii International Conference on System Sciences.,
86. Poon, S. and Joseph, M. 2001. A preliminary study of product nature and electronic commerce. Marketing Intelligence and Planning, 19: 493 - 499.
87. Ratnasingam, P., Pavlou, P., & Tan, Y. H.2002. The importance of technology trust for B2B electronic commerce. Retrieved from http://https://domino.fov.uni-mb.si/proceedings.nsf/0/3edd0cb3dfa76aa6c1256e9f0037a3da/$FILE/ratnasingam.pdf
88. Raymond, J. 2001. No more shoppers interrupt. American Demographics, 23 (5): 39 - 40.
89. Rogers, E. M. 1983. Diffusion of innovations, New York, NY: Free Press.
90. Rogers, E. M. 1995. Diffusion of innovations, New York, NY: Free Press.
91. Ruyter, K. D., Wetzels, M. and Kleijnen, M. 2001. Customer adoption of eservice: An experimental study. International Journal of Service Industry Management, 12: 184 - 207.
92. Schneberger, S., Amoroso, D. L. and Durfee, A. 2007. Factors that influence the performance of computer-based assessments: An extension of the technology acceptance model. The Journal of Computer Information Systems, 48 (2): 74 - 90.
93. Shen, C. C. and Chiou, J. S. 2010. The impact of perceived ease of use on Internet service adoption: The moderating effects of temporal distance and perceived risk. Computers in Human Behavior, 26: 42 - 50.
94. Shin, D. H. 2007. User acceptance of mobile Internet: Implication for convergence technologies. Interacting with Computers, 19: 472 - 483.
95. Silverstein, M., Stanger, P. and Abdelmessih, N. 2001. Wining the online consumer 2.0: Converting traffic into profitable relationships, Boston, MA: The Boston Consulting Group.
96. Sparks, B. A. and Browning, V. 2011. The impact of online reviews on hotel booking intentions and perceptions of trust. Tourism Management, 32: 1310 - 1323.
97. Suh, B. and Han, I. 2003. The impact of customer trust and perception of security control on the acceptance of electronic commerce. International Journal of Electronic Commerce, 73: 135 - 161.
98. Teo, T. S. H. and Liu, J. 2007. Consumer trust in e-commerce in the United States, Singapore and China. Omega, 35 (1): 22 - 38.
99. Varlander, S. 2007. Online information quality in experiential consumption. Journal of Retailing and Consumer Services, 14: 328 - 338.
100. Wang, Y. and Qualls, W. 2007. Towards a theoretical model of technology adoption in hospitality organizations. International Journal of Hospitality Management, 26: 560 - 573.
101. Weber, K. and Roehl, W. 1998. Profiling people searching for and purchasing travel products on the World Wide Web. Journal of Travel Research, 37: 291 - 298.
102. Wen, I. 2009. Factors affecting the online travel buying decision: A review. International. Journal of Contemporary Hospitality Management, 21: 752 - 765.
103. Wober, K. and Gretzel, U. 2000. Tourism managers' adoption of marketing decision support systems. Journal of Travel Research, 39: 172 - 181.
104. Wong, J. and Law, R. 2005. Analyzing the intention to purchase on hotel websites: A study of travelers to Hong Kong. International Journal of Hospitality Management, 24: 311 - 329.
105. Wu, J. J. and Chan, Y. S. 2006. Effect of transaction trust on e-commerce relationships between travel agencies. Tourism Management, 27: 1253 - 1261.
106. Yang, J. and Mai, E. S. 2010. Experiential goods with network externalities effects: An empirical study of online rating system. Journal of Business Research, 63: 1050 - 1057.
107. Zimmer, J. C., Arsal, R. E., Al-Marzouq, M. and Grover, V. 2010. Investigating online information disclosure: Effects of information relevance, trust, and risk. Information and Management, 47: 115 - 123.