Using online consumer loyalty to gain competitive advantage in travel agencies

Roger‐Monzó, Vanessa; Martí-Sánchez, Myriam; Guijarro-García, María

doi:10.1016/j.jbusres.2015.02.009

Cited by 31 publications

(23 citation statements)

References 16 publications

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“…Some research has focused on the impact of the use of new technologies on the performance of tourism service providers and supported the information and management processes in the tourism sector (Buhalis and Michopoulou 2013;Sigala and Chalkiti, 2014). Some studies have analysed in detail the ICT's integration process with the tourism industry and the possible benefits it could provide to travel agencies and tour operators (Roger-Monzó et al, 2015;Standing et al,2014).…”

Section: Distribution Channels In the Tourism Industrymentioning

confidence: 99%

Impact of Internet Channel on the Service Cannibalization Perception and the Role of Relative Capital

Acar¹,

Gökkaya²,

Koçoğlu³

2018

bmij

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The purpose of this study is to examine the perceptions of sales agent representatives’ service cannibalization and its possible outcomes (effort, job satisfaction, job performance and job alienation) resulting from ICT especially internet adoption as an alternative distributional channel in tourism industry. In addition, causal relationships between these possible outcomes have been tried to be revealed. According to field studies carried out in 2016 with 387 group A sales representatives working in travel agencies that are members of TÜRSAB located in the European side of Istanbul, it was determined that the relational capital levels of the sales representatives were relatively low while the service cannibalization perceptions reached a moderate result. A regression analysis was conducted to test hypotheses established in the theoretical and framework of the research. Service cannibalization has been identified as a predictor of effort, job satisfaction, job performance and job alienation. Another result reached through the study is that the level of relational capital as a partial mediator between sales agent’s service cannibalization perception and its outcomes. At the end of the work, various suggestions were made to Travel Agencies.

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Section: Distribution Channels In the Tourism Industrymentioning

confidence: 99%

Impact of Internet Channel on the Service Cannibalization Perception and the Role of Relative Capital

Acar¹,

Gökkaya²,

Koçoğlu³

2018

bmij

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“…The research conducted by [31] showed that the gender generally does not have a significant impact on the nature or the intensity of the relationship between service quality and analyzed aspects connected to loyalty to travel agencies, but that the intensity of relationships depends on age, education, income and frequency of travelling of the respondents. In addition, some studies have investigated the loyalty of users of travel agencies in the online context [32], [33], as a result of the quality of services, perceived value and customer trust. In the study [34], the influence of the experience of users of the services of tourist agencies on the quality of relationships between them and users was determined.…”

Section: Customer Loyalty In Tourismmentioning

confidence: 99%

The Influence of Habits and Customs as Elements of Culture on Consumer Behaviour in the Sector of Tourism

Šapić¹,

Filipović²,

Lazarević³

2018

3rd International Thematic Monograph - Thematic Proceedings: Modern Management Tools and Economy of Tourism Sector in Present

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The aim of this research is to determine whether habits and customs as elements of culture affect the behaviour of consumers in the sector of tourism, that is, whether they affect the process of researching tourist arrangements and their use, as well as visiting travel agencies and consumers' loyalty towards them. For this purpose, empirical research was conducted on a sample of 237 subjects. The results indicate that habits and customs have an impact on the above-mentioned aspects of consumers' behaviour in the tourism sector, which confirms research hypotheses. Travel agencies should consider the relationships between habits and customs of consumers and research and purchase of touristic arrangements, consumer`s visit and their loyalty, in order to create and implement the most appropriate marketing strategies.

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“…Some research focuses on the effects of the adoption of new technologies on the performance of tourism service providers and supporting knowledge management processes in the tourism industry (Buhalis & Michopoulou, 2013;Sigala & Chalkiti, 2014). More specifically, some studies that have focused on tourism industry intermediaries, have analyzed the adoption process of ICT and the potential benefits for travel agencies and tour operators (Roger-Monzó, Martí-Sánchez, & Guijarro-García, 2015;Standing, Tang-Taye, & Boyer, 2014). For example, Spencer, Buhalis, and Moital (2012) assess the diffusion of innovation theory and the technology acceptance model, and explore the factors influencing the decision of travel firms to engage in technology adoption.…”

Section: Ict and Tourism Industrymentioning

confidence: 99%

Is ICT good for employees? An analysis of its effects on sales agents’ perceptions of service cannibalization

Díaz

Martín‐Consuegra

Talaya

2015

Computers in Human Behavior

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Using online consumer loyalty to gain competitive advantage in travel agencies

Cited by 31 publications

References 16 publications

Impact of Internet Channel on the Service Cannibalization Perception and the Role of Relative Capital

Impact of Internet Channel on the Service Cannibalization Perception and the Role of Relative Capital

The Influence of Habits and Customs as Elements of Culture on Consumer Behaviour in the Sector of Tourism

Is ICT good for employees? An analysis of its effects on sales agents’ perceptions of service cannibalization

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