1 Symbiosis International (Deemed University), Pune, Maharashtra, India
2 Symbiosis Institute of Business Management (SIBM Pune), Symbiosis International (Deemed University), Pune, Maharashtra, India
Creative Commons Non Commercial CC BY-NC: This article is distributed under theterms of the Creative Commons Attribution-NonCommercial 4.0 License (http://www.creativecommons.org/licenses/by-nc/4.0/) which permits non-Commercial use, reproduction and distribution of the work without further permission provided the original work is attributed.
This study aims to review tourism and hospitality management research on online satisfaction, offline satisfaction and booking intentions published in numerous recognised tourism and hospitality journals from 2000 to 2023. This article studied and reviewed 62 published articles that emerged in the past 22 years in selected top 10 tourism, leisure and hospitality journals. Various variables influencing customer satisfaction, that is, online satisfaction and offline satisfaction leading to the intention to book a hotel online, were identified based on the previous studies. A conceptual model is proposed, which can be empirically tested while conducting future studies in the tourism and hospitality sector, specifically with respect to hotel booking intention. This study offers a conceptual framework for the antecedents used to measure online and offline satisfaction while booking a hotel online. The study ascertained information quality, system quality and service quality as independent variables to measure online satisfaction and perceived values like perceived functional value, emotional value, social value, and monetary value as independent variables to measure offline satisfaction. This study provides a detailed literature review on hotel booking intention and variables that influence overall satisfaction, that is, online and offline satisfaction published in specific hospitality and tourism journals over the past 22 years.
Online satisfaction, offline satisfaction, hotel booking intention, literature review
Introduction
The growth of the Internet has changed how customers seek information before making any travel-related decisions, particularly concerning online hotel booking (Buhalis & Law, 2008). Travellers explore the internet to search for related information to finalise the hotel room they might prefer to book at the destination. This journey starts with searching for hotels available at the destination, prices, amenities, ratings, and reviews. Therefore, this highlights that travellers use the internet to search for relevant information related to hotel booking.
The role of customer satisfaction on the customers' purchase intention has been extensively studied in the literature on tourism and hospitality (Ali, 2016; Ryu et al., 2012). Various authors have widely studied customer satisfaction leading to purchase intention of the customer in distinct contexts like restaurants (Kim et al., 2013), luxury cruise travelling (Han & Hyun, 2018), hotel industry (Cheng et al., 2019), independent travellers' niche hotel booking (Wang et al., 2020) and hotel booking intentions (Akhoondnejad, 2015; Chan et al., 2017). The use of the digital medium has turned out to be a blessing for the tourism-related services industry (Ho & Lee, 2007; Pelsmacker et al., 2018). From a customer viewpoint, access to information is immediate while using the online platform, as the customer can make uninterrupted price comparisons based on their preferences and perceived value through the discounts provided in real-time, juxtaposing the various values, services, facilities, and prices (Gao & Bi, 2021). Additionally, the customers can go through the reviews and ratings, types of rooms available, hotel pictures, and the additional facilities provided by the hotel like a swimming pool, gymnasium, spa, coffee shop and restaurants (Park et al., 2017). It is crucial to consider online satisfaction and offline satisfaction, which can be beneficial to understanding the customer's overall satisfaction and purchase intention to book a room in a hotel. Scientific inquiry examining the specific role of online and offline satisfaction in hotel booking intentions has received little heed and remains a substantially un-investigated (Lee et al., 2020). Thus, a research gap emerged in studies on hotel booking that addressed online and offline satisfaction leading to hotel booking intention.
The remainder of the study is arranged as follows: the second section lays out the theoretical background on customer satisfaction and hotel booking intentions; the third section provides the research methodology using a systematic literature review; the fourth section incorporates the descriptive findings of data extracted and the results and discussion. In the end, the fifth section concludes with the theoretical and managerial implications and future research possibilities and limitations.
Literature Review
Customer Satisfaction and Hotel Booking Intentions
The concept of customer satisfaction has been widely explored in the fieldof marketing, especially with respect to hospitality and tourism studies(Sánchez-Rebull et al., 2018). Customer satisfaction is a notion that gauges the internal state of the customer's feelings with past experiences and the current state of mind while making a choice. It is also defined as the customer's overall experience comprising prepurchase, that is, need recognition and information search, purchase, and the post-purchase behaviour with a product or service provider (Carlson et al., 2019). Moreover, customer satisfaction in the hospitality and tourism industry is critical as it helps influence customers to purchase, repeat purchases, build customer loyalty, and provide service recommendations by spreading positive word-of-mouth to others (Pizam et al., 2016).
Past research also shows that the level of satisfaction in customers while using the online environment is relatively more as the online domain provides ease of use in providing necessary information to the customer (Melián-González & Bulchand-Gidumal, 2016).
For online satisfaction, the study incorporates the information system success model to measure user satisfaction parameters to online satisfaction in hotel booking intention (DeLone & McLean, 2003). Online satisfaction in the present study means the online experience of the individual customer from information search to the final online booking of the hotel. Moreover, for offline satisfaction, different values perceived by the customer when searching and booking hotels were taken into consideration. The offline satisfaction in the present study means the different values perceived by the customer while booking the hotel online. The determinants of offline satisfaction by way of perceived value while booking a hotel online has been pointed out by various authors. Perceived value is used in different contexts like in the homestay industry (Zhao et al., 2020), foodservice industry (Kim et al., 2018), guesthouse booking (Waheed & Hassan, 2016) and online hotel booking (Confente & Vigolo, 2018). A study conducted by Shankaret al. (2003) ascertained that offline satisfaction positively influences booking intention. Offline satisfaction can be defined as the customer's perception (perceived value) towards the kind of services rendered and supplied by the hotel (Zhao et al., 2020). Thus, the present study broadly focuses on the following research questions:
Over the past few years, the advancement in digital media has brought opportunities as well as challenges for hotel booking. Nowadays, most hotels have already developed an online presence to constructively engage with customers by providing crucial information through which a customer can generate online satisfaction (Law, 2019; Wong & Law, 2005) and perceive the value as well (Ozturk et al., 2016). Thus, hotels have started engaging in digital media to enhance their exposure to a broader segment of the targeted market and give customers a more realistic experience (Pelsmacker et al., 2018).
Therefore, the present study aims to map the current state of field research, identifying emerging areas of online satisfaction, offline satisfaction, and booking intentions. Moreover, this study focuses on filling the void by producing a systematic literature review of hotel booking studies in hospitality and tourism to highlight the antecedents and encourage future developments in related research (Kwok et al., 2017).
Methodology
Journal Selection
Recognizing and identifying the prominent journals in the tourism and hospitality field was challenging. Several academicians suggest that more than a hundred journals have published articles related to this field (Ma & Law, 2009). However, there exists no ordinary list of ranked tourism and hospitality journals recognised by universities and researchers (Law et al., 2010). Lately, numerous Hospitality, Sports, Leisure and Tourism-associated journals have been encompassed in the Thomson Reuters Social Sciences Citation Index (SSCI).
The 2023 SJR list comprises 123 journals from tourism, sports, leisure and hospitality management. The researcher included only WoS (Web of Science) journals, which were reduced to 82. Sports journals were omitted to rank to stay focused on the primary subject. After cautiously scrutinizing the aims and scope of these journals, some journals were removed since they were not covering the area of the topic under review, like the Journal of Service Management, Cities, and others for not falling in the category of peer-reviewed journals. The journal's impact factor and H index were considered while selecting an article. Finally, the top 10 journals focusing on determinants of travel purchase intentions or satisfaction were eventually selected.
The top 10 journals included in this study were the journals that were chosen from the hospitality and tourism journal ranks listed in the SJR (Scimago Journal and Country Rank), as shown in Table 1.
Table 1. Rankings of Hospitality and Tourism Journals (Data Captured on June 27, 2023).
Research Paper Selection
The literature identifies different online and offline satisfaction indicators while booking a hotel. The literature review includes only full-length peer-reviewed articles that have conducted a study in the area of hotel booking. A structured approach based on Snyder (2019) recommendation was followed to conduct the study. Leading research articles published in journals were reviewed while ignoring the conference proceedings.
To ensure that other related materials published in peer-reviewed journals were also included in this literature review. The renowned online databases used for academic journals like Scopus (http://www.scopus.com), Science Direct (http://www.sciencedirect.com) and Emerald Insight (https://www.emerald.com/insight), along with Google Scholar (http://www.scholar.google.com) were also explored to find out the other suitable published articles. The databases mentionedabove are considered the leading and most widespread databases (Sun et al., 2017). The keywords used for the search comprised diverse word combinations related to hotel booking intentions, such as 'online hotel satisfaction', 'offline hotel satisfaction' and 'intention to the book'. For final inclusion, the complete text of articles that might be pertinent was examined (see Figure 1).
Figure 1. A PRISMA Flow Chart Depicting How Papers Were Selected.
The researchers independently assessed titles and abstracts using the aforementioned standards to decide which articles qualified for inclusion in the study.For final inclusion, the complete text of articles that might be pertinent was examined.
Descriptive Findings
Characteristics of Included Studies
A comprehensive analysis of 62 research articles aim in presenting descriptive findings to map research area development in terms of documents by year, the number of documents sources, and documents by country.
Figure 2 represents the documents published between the period 2000 and 2023. The research published on hotel booking intention has rapidly increased in the last six years. The full published articles in this area were in 2020, where nine articles were published. In recent years, the rise in research intensity reflects a strong positive trend in the overall number of publications and suggests an increasing recognition and interest in the topic.
Figure 2. The Number of Articles by Publication Year Between 2000 and 2023.
In terms of approach, we discovered that there was primarily quantitative research (n = 37). However, the distribution of findings between qualitative and mixed methods studies is extremely balanced, with 15 results from mixed methods studies and 10 results from qualitative studies, respectively.
Figure 3 represents the dispersion of publications across highly ranked journals reflecting the research done on hotel booking intentions between 2000 and 2023. Nearly 27% of the articles appearing in the International Journal of Hospitality Management related to booking intentions have emerged, indicating that this journal is becoming the subject of the study of booking intentions in the hospitality industry.
Figure 3. Number of Published Articles per Journal.
Analysis of regional distribution in research shows that The United States of America is the most prolific publishing source. Figure 4 depicts a Pareto distribution showing the country-wise number of publications as calculated by the position of the author's institution. Five nations, including The United States of America, South Korea, Taiwan, China and Malaysia, account for more than 54% of the published articles on hotel booking intentions. The results suggest an increase in the regional dispersion of research across various countries, as new researchers from multiple countries are attracted to the subject.
Figure 4. Geographical Distribution of Research.
Results
Determinants of Online Satisfaction
Online satisfaction in the present study is based on the model presented by DeLone and McLean (2003), based on satisfaction while using the online environment. In the context of online customer satisfaction, various authors have highlighted and identified the critical dimensions to measure the level of online satisfaction. Online satisfaction has been studied in different contexts, such as the hospitality and tourism (Pizam et al., 2016), hotel (Shaikh & Khan, 2013), university students' travel behaviour (Gallarza & Saura, 2006) and online hotel booking (Ullah et al., 2019). Amongst which a variety of studies have been proven to be highly significant in assessing the antecedents of online satisfaction.
System Quality
System quality refers to the desirable characteristics and features of an e-commerce system, like ease of use, system availability, system reliability, system usability and adaptability (DeLone & McLean, 2003). In the hotel booking context, system quality means the system used to fulfil customers' needs by providing good system quality while using an online booking platform (Wen, 2012). System quality plays an important role when customers want to book a room in a hotel using the Internet. Customers utilise the various available functions of the websites, like inquiries about the hotel, hotel location, facilities provided by the hotel, booking status, and the available payment option. If the hotel site offers excellent system quality, the level of satisfaction of the customers using the Internet to book a hotel is increased (Gao et al., 2017; Xu et al., 2013).
System quality has been examined in various contexts by different authors like online shopping intentions (Cho & Sagynov, 2015), internet shopping (Shin et al., 2013), ride-hailing service (Phuong & Trang, 2018), online travel ticket booking websites (Noronha & Rao, 2017) and online booking intentions (Wang et al., 2015). According to the Information System Model, an information technology system's most critical success attribute is the system quality that influences user satisfaction and, eventually, the intention to use (Dreheeb et al., 2016).
Information Quality
Information quality refers to an individual user's experience with the quality of the information shown on a hotel website (Shah & Attiq, 2016). Information quality is assessed on two basic criteria, namely content adequacy and content usefulness; the former is associated with the consistency, capability, relevance, timeliness, and completeness of the information displayed (Gürkut & Nat, 2018), while the latter includes informativeness and valuableness of the information provided (Park & Gretzel, 2007). Information systems are designed to allow users to get the necessary, relevant, and accurate information, as it is a crucial success aspect while investigating the overall information system success (DeLone & McLean, 2003).
Information quality has been examined in various contexts to determine the satisfaction of the customer like in the e-travel service quality (Ho & Lee, 2007), repurchase intention on the Internet (Shin et al., 2013), rural lodging establishments (Melo et al., 2017), customer satisfaction and repurchase intention (Choi & Kim, 2013), and service quality perception (Ismoyo et al., 2017). Information quality plays a vital role while booking a hotel using the internet. The customer checks out specific hotel information, including the hotel's price, star rating of thehotel, reviews posted by other customers, and ratings given by the other customer.After searching for all relevant information, customers subsequently book ahotel. While using the internet for booking a room in a hotel, if the informationa customer gets is of high quality, the customer's online satisfaction will correspondingly be high (Emir et al., 2016).
Service Quality
In order to measure the service quality of online hotel booking websites. A seven-criteria model was proposed by Kaynama and Black (2000), which includes navigation to the website, content available on the website, presentation/design, accessibility, background information, responsiveness, and customisation. These parameters were explicitly considered because of their similar nature with the five dimensions of the SERVQUAL model proposed by Parasuraman et al. (1985). The 'reliability' dimension was changed to content available on the website to be assumed as the promised services. The dimension of 'assurance' is converted into the 'background'. The dimension of 'Tangibility' is demonstrated in the service attributes of online hotel booking for 'accessibility', 'navigation' and 'presentation/design'. The provision of personal attention to customers described by the 'empathy' dimension was fixed in the 'customisation' by the website. The 'responsiveness' dimension is reserved with the same name (Kaynama & Black, 2000).
A study conducted by Nusair and Kandampully (2008) explored the possible attributes of customer satisfaction with respect to travel websites. The result shows that a multi-dimensional construct, that is, service quality has a pivotal contribution to customer satisfaction. Additionally, they found the constructs of the website interface, which consider the website’s appearance, the speed of website loading, easy access, website interactivity, website navigation, and security. Based on the mentioned service attribute, they were mostly connected to the website's functions.
The literature review on the parameters of online satisfaction while booking a hotel is given in Table 2.
Table 2. Empirical Research Investigating Online Satisfaction.
Determinants of Offline Satisfaction
Offline satisfaction in the present study is by way of the customer's perceived value while booking a hotel online. Zeithaml, (1988) proposed a commonly accepted definition of value. The author argued that, though there are various expressions of the value of a consumer, still perceived value can be represented in one broad definition as the consumer's comprehensive assessment of the utility of a product or service based on perceptions of what is received and what is given to the consumers. Empirical research was conducted to measure the customer's perceived value in the hotel environment; the result shows that individual hotels deliver notably different levels of customer satisfaction through value. The hotel’s perceived value affects the customer satisfaction (Bi et al., 2020). Previous studies have paid increasing attention to the significance of perceived value on the tourist satisfaction (Changet al., 2014), purchase intentions (Wu et al., 2018), and intention to hotel booking (Thielemann et al., 2018). In a study conducted by Keshavarz and Jamshidi (2018), service quality and perceived value were the most critical drivers of customer satisfaction and tourist loyalty (Keshavarz & Jamshidi, 2018).
Several studies on tourism have examined factors like the functional value (Lee et al., 2011), emotional value (Sánchez et al., 2006), social value (Confente & Vigolo, 2018), and monetary value (Chen et al., 2016) that has an impact on the offline satisfaction of the customer (Zhu & Chen, 2012).
Functional Value
Functional value can be defined as 'the perceived utility acquired from an alternative's capacity for functional or utilitarian performance' (Sheth et al., 1991). According to consumption value theory, the functional aspect of value refers to individuals' rational and economic evaluation that reflects the quality of using a service (Berry et al., 2002). It is the inherent capability of the offering to satisfy the customers, along with the benefits related to owning the offering (Cheng et al., 2019).
In the present study, functional value can be summarised as the customer's viewpoint that hotel booking is the source of generating value. The functional value is signified as the perceived experience the consumers acquire through the attributes and functions of the services offered by the hotel. In a study conducted by Du et al. (2020), 'room', 'convenience', 'location', 'geography', 'comfort' and 'cost-effective' were the high-frequency words relate to functional value. In the same study, variables that influence customer satisfaction primarily comprisethe hotel's geographical location, room size and comfort, the availability of transportation, hotel infrastructure, and the overall decoration of the hotel adds up to the perceived functional value (Du et al., 2020).
Various studies have empirically proved that perceived functional value strongly influences users' behavioural intentions to use hotel booking services. Therefore, the hotel’s function value significantly affects users' behavioural intention to go for hotel booking (Ahn & Back, 2019; Lee et al., 2011).
Emotional Value
Emotional value is the utility obtained from the affective states or feelings that a product or service brings out (Sweeneya & Soutar, 2001). Emotional value positively influences experiential satisfaction and behavioural intentions in the tourism industry (Wu et al., 2018). In the context of hotel booking intentions, emotional value is the perceived value derived by a customer in distinction to the affective state that the hotel will generate while using the services (Lee et al., 2011). When the perceived value of the services satisfies customers' psychological or mental needs, customers' emotional value tends to be higher, leading to a higher offline satisfaction (Chang, 2008; Lee et al., 2020). Emotional value is one of the factors which can be used as a determinant to measure the offline satisfactionof the customer. Therefore, the hotel’s perceived emotional value significantly influences users' behavioural intention to book a hotel.
Social Value
Social value refers to the perceived utility linked with the customer's geographical, demographic, financial, political, ethnic and cultural scopes following the attributes of the product or service in social groups (Sheth et al., 1991). Social value signifies the utility gained from the product or service to improve the collective reputation of group or community, in compliance with the preferences of others (Chen et al., 2016). This concept suggests that a product or service can be valuable not just for its direct benefits, but also for the positive impact it can have on the wider social context. It is the value resulting from the ability of the product or the service to increase the social status of the customer (Menard, 2016).
In the context of hotel booking intentions, social value is considered the perceived social approval and impression a customer will generate while using the hotel services. While booking a room in a hotel, if a customer gets a sense of an increased self-identification, it increases the offline satisfaction of the customer (Waheed & Hassan, 2016). Therefore, perceived social value can be a determining factor for offline satisfaction.
Monetary Value
The monetary value represents the value perceived by the consumers where the price level provided by the hotel are regarded as reasonable and fair as against the competitive offerings of the other hotels (Ladeira et al., 2016). Monetary value shows the economic benefits derived to the customer while using the hotel services (Lee & Phau, 2018). The price offered has a significant functional value in the tourism industry (Chiang & Jang, 2006).
In the context of hotel booking intentions, when a customer spends money, time and effort to book a hotel, customers reflect the economic value received.If the hotel services can give a higher monetary value to the customers, the high monetary value will eventually increase offline satisfaction (Emir et al., 2016). Therefore, monetary value can be considered as a factor influencing the offline satisfaction of the customers.
The literature review on the parameters of offline satisfaction while booking a hotel is given in Table 3.
Table 3. Empirical Research Investigating Offline Satisfaction.
Conclusion and Managerial Implications
This article has addressed the research question that aimed to explore the current state of knowledge and awareness of the satisfaction and booking intentions of customers who book hotels online. Using a systematic literature review technique, this article reviewed 62 booking intention articles to identify the contexts where satisfaction and booking intentions have been examined from 2000 to 2023. The current research offers a timely and practical overview of essential satisfaction and hotel booking intentions theories. The applicability of the present study is for academics in line with the growing importance of digital platforms in the hospitality and tourism industry to improve customer satisfaction and find new possibilities for co-creation and innovation. The researchers found that the number of studies on hotel booking intention has significantly increased since 2014. Authors from the USA, Taiwan, China, and South Korea contributed to most of the studies on hotel booking intention conducted from 2000 to 2023. The result shows that the antecedent of online satisfaction is the information quality, system quality, and service quality. The independent variables that influence offline satisfaction are emotional value, functional value, monetary value and social value. Consequently, Figure 5 illustrates the integrated proposed research model for hotel booking intention, incorporating both online and offline satisfaction factors.
Figure 5. Proposed Model.
From an academic point of view, the systematic literature review has disseminated a conceptual model, a modest evolution of factors influencing hotel booking intention, and an increased interest in this research field. Optimistically, by giving new insights into how hotel booking intentions have developed, the present study provides an opportunity to enhance this field further.
Additionally, the present research can have real value for practitioners and academics by exploring the state of academic research on hotel booking intentionby way of satisfaction with online hotel booking and providing potential further research developments. The present study integrates the contexts that have been discussed in the existing hospitality and tourism literature. The articles consideredfor review were expected to signify the current status of research on booking intentions. They are published in the top 10 major tourism and hospitality journals that havebeen extensively cited in the field. Therefore, in the following section, we come up with the theoretical implications followed by a research agenda for further research possibilities, managerial implications and finally, the limitations of the research.
Managerial Implications
The results mentioned in the previous section can be insightful for hotel managers, as they need extensive consumer knowledge to relate to the offerings, and satisfaction while booking online offers powerful insights to support them in accomplishing this goal. Hotel managers can exploit it and formulate a digital marketing strategy to target potential customers.
All the factors influencing the hotel booking intention suggest managerial implications and help hotel managers to take an active part in creating a digital presence for their hotel. Results have showcased hotels’ importance in maintaining a digital presence that meets customers' desires and allows booking smoothly. Consequently, if hotel managers aim to optimise their hotel's digital media presence, they have to keep an eye on the evolution of rapidly changing technologies tostay in touch with customers.
It is highly advisable for managers of the hotels to categorically define the content of information available on the website by paying more attention to the facilities provided. Finally, they should present their hotel on digital platforms using the best-suited visual and tactile sensory means to effectively communicate the different values around their hotels.
Limitations and Future Scope
Final, this study has some limitations. To begin with, it has a limited scope, which only covers the period from 2000 to 2023. Second, the study merely selected and reviewed satisfaction (online and offline) and booking intentions research articles published in peer-reviewed journals only. Other sources like printed books, research thesis, industrial reports and articles in conference proceedings were excluded for review purposes. Studies in the future may ponder this drawback, and they may cover all these sources to get more published data. Third, this article included only 10 selected journals recognised with the Scopus Cite Score metrics in 2022. Studies in the future may look at some other databases and enhance the scope of their research. Lastly, this study focused on articles published in the tourism and hospitality literature. Studies in the future are directed to use other research, such as marketing and consumer behaviour, which is also focused on understanding and predicting consumer behavioural intentions and their booking intentions.
Declaration of Conflicting Interests
The authors declared no potential conflicts of interest with respect to the research, authorship and/or publication of this article.
Funding
The authors received no financial support for the research, authorship and/or publication of this article.
ORCID iD
Khalil Ahmad https://orcid.org/0000-0001-8951-2640
Agag, G., & El-Masry, A. A. (2016). Understanding the determinants of hotel booking intentions and moderating role of habit. International Journal of Hospitality Management, 54, 52–67. https://doi.org/10.1016/j.ijhm.2016.01.007
Agag, G. M., Khashan, M. A., Colmekcioglu, N., Almamy, A., Alharbi, N. S., Eid, R., Shabbir, H., & Abdelmoety, Z. H. S. (2020). Converting hotels website visitors into buyers: How online hotel web assurance seals services decrease consumers’ concerns and increase online booking intentions. Information Technology and People, 33(1), 129–159. https://doi.org/10.1108/ITP-12-2017-0446
Ahn, J., & Back, K. J. (2019). Cruise brand experience: Functional and wellness value creation in tourism business. International Journal of Contemporary Hospitality Management, 31(5), 2205–2223. https://doi.org/10.1108/IJCHM-06-2018-0527
Akhoondnejad, A. (2015). Analyzing the pre-travel, on-travel, and post-travel behaviors of iran’s first-time visitors. Journal of Travel and Tourism Marketing, 32(8), 1023–1033. https://doi.org/10.1080/10548408.2014.957796
Ali, F. (2016). Hotel website quality, perceived flow, customer satisfaction and purchase intention. Journal of Hospitality and Tourism Technology, 7(2), 213–228. https://doi.org/10.1108/JHTT-02-2016-0010
Ali, F., Hussain, K., Konar, R., & Jeon, H. M. (2017). The effect of technical and functional quality on guests’ perceived hotel service quality and satisfaction: A SEM-PLS analysis. Journal of Quality Assurance in Hospitality and Tourism, 18(3), 354–378. https://doi.org/10.1080/1528008X.2016.1230037
Anand, K., Arya, V., Suresh, S., & Sharma, A. (2023). Quality dimensions of augmented reality-based mobile apps for smart-tourism and its impact on customer satisfaction & reuse intention. Tourism Planning & Development, 20(2), 236–259. https://doi.org/10.1080/21568316.2022.2137577
Back, R. M., Park, J. Y., Bufquin, D., Nutta, M. W., & Lee, S. J. (2020). Effects of hotel website photograph size and human images on perceived transportation and behavioral intentions. International Journal of Hospitality Management, 89(April), 102545. https://doi.org/10.1016/j.ijhm.2020.102545
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(3), 391–402. https://doi.org/10.1016/j.ijhm.2007.10.008
Bao, L. (2017). The impact of service innovation of online brand community on community satisfaction: Experience value as mediator. 2017 3rd International Conference on Information Management, ICIM 2017, 313–316. https://doi.org/10.1109/INFOMAN.
2017.7950399
Belver-Delgado, T., San-Martín, S., & Hernández-Maestro, R. M. (2020). The influence of website quality and star rating signals on booking intention: Analyzing the moderating effect of variety seeking. Spanish Journal of Marketing - ESIC, Vol. ahead-of-p No. ahead-of-print. https://doi.org/10.1108/sjme-09-2019-0076
Berry, L. L., Carbone, L. P., & Haeckel, S. H. (2002). Managing the total customer experience. MIT Sloan Management Review, 43(3), 85–89.
Bhatiasevi, V., & Yoopetch, C. (2015). The determinants of intention to use electronic booking among young users in Thailand. Journal of Hospitality and Tourism Management (Elsevier), 23, 1–11. https://doi.org/10.1016/j.jhtm.2014.12.004
Bi, J. W., Liu, Y., Fan, Z. P., & Zhang, J. (2020). Exploring asymmetric effects of attribute performance on customer satisfaction in the hotel industry. Tourism Management, Elsevier Ltd, 77(September 2019), 104006. https://doi.org/10.1016/j.tourman.2019.104006
Cao, D., Sun, Y., Goh, E., Wang, R., & Kuiavska, K. (2022). Adoption of smart voice assistants technology among Airbnb guests: A revised self-efficacy-based value adoption model (SVAM). International Journal of Hospitality Management, 101, 103124. https://doi.org/10.1016/j.ijhm.2021.103124
Carlson, J., Rahman, M. M., Taylor, A., & Voola, R. (2019). Feel the VIBE: Examining value-in-the-brand-page-experience and its impact on satisfaction and customer engagement behaviours in mobile social media. Journal of Retailing and Consumer Services, Elsevier Ltd, 46(April 2017), 149–162. https://doi.org/10.1016/j.jretconser.2017.10.002
Chan, I. C. C., Lam, L. W., Chow, C. W. C., Fong, L. H. N., & Law, R. (2017). The effect of online reviews on hotel booking intention: The role of reader-reviewer similarity. International Journal of Hospitality Management, Elsevier Ltd, 66, 54–65. https://doi.org/10.1016/j.ijhm.2017.06.007
Chang, H. S. (2008). Increasing hotel customer value through service quality cues in Taiwan. Service Industries Journal, 28(1), 73–84. https://doi.org/10.1080/02642060701725537
Chang, L. L., Backman, K. F., & Huang, Y. C. (2014). Creative tourism: A preliminary examination of creative tourists’ motivation, experience, perceived value and revisit intention. International Journal of Culture, Tourism, and Hospitality Research, 8(4), 401–419. https://doi.org/10.1108/IJCTHR-04-2014-0032
Chang, Y. W., Hsu, P. Y., & Lan, Y. C. (2019). Cooperation and competition between online travel agencies and hotels. Tourism Management, Elsevier, 71(August 2018), 187–196. https://doi.org/10.1016/j.tourman.2018.08.026
Chen, A., & Peng, N. (2014). Examining Chinese consumers’ luxury hotel staying behavior. International Journal of Hospitality Management, Elsevier Ltd, 39, 53–56. https://doi.org/10.1016/j.ijhm.2014.01.002
Chen, X., Goodman, S., Bruwer, J., & Cohen, J. (2016). Beyond better wine: The impact of experiential and monetary value on wine tourists’ loyalty intentions. Asia Pacific Journal of Tourism Research, 21(2), 172–192. https://doi.org/10.1080/10941665.2015.
1029955
Cheng, B. L., Gan, C. C., Imrie, B. C., & Mansori, S. (2019). Service recovery, customer satisfaction and customer loyalty: Evidence from Malaysia’s hotel industry. International Journal of Quality and Service Sciences, 11(2), 187–203. https://doi.org/10.1108/IJQSS-09-2017-0081
Chiang, C.-F., & Jang, S. (2006). The effects of perceived price and brand image on value and purchase intention: Leisure travelers’ attitudes toward online hotel booking. Journal of Hospitality Leisure Marketing, 15(3), 49–69. https://doi.org/10.1300/J150v15n03
Chiang, C.-F., & Jang, S. (2007). The effects of perceived price and brand image on value and purchase intention: Leisure travelers? Attitudes toward online hotel booking. Journal of Hospitality and Leisure Marketing, 15(3), 49–69. https://doi.org/10.1300/J150v15n03_04
Cho, Y. C., & Sagynov, E. (2015). Exploring factors that affect usefulness, ease of use, trust, and purchase intention in the online environment. International Journal of Management & Information Systems, 19(1), 7763–7769. https://doi.org/10.1021/acs.inorgchem.8b00815
Choi, E. J., & Kim, S. (2013). The study of the impact of perceived quality and value of social enterprises on customer satisfaction and re-purchase intention. International Journal of Smart Home, 7(1), 239–252.
Chung, N., Lee, H., Lee, S. J., & Koo, C. (2015). The influence of tourism website on tourists’ behavior to determine destination selection: A case study of creative economy in Korea. Technological Forecasting and Social Change, Elsevier Inc., 96, 130–143. https://doi.org/10.1016/j.techfore.2015.03.004
Confente, I., & Vigolo, V. (2018). Online travel behaviour across cohorts: The impact of social influences and attitude on hotel booking intention. International Journal of Tourism Research, 20(5), 660–670. https://doi.org/10.1002/jtr.2214
Dedeo?lu, B. B., Bal?kç?o?lu, S., & Küçükergin, K. G. (2015). The role of tourists? value perceptions in behavioral intentions: The moderating effect of gender. Journal of Travel & Tourism Marketing, (September), 0–22. https://doi.org/10.1080/10548408.
2015.1064062
DeLone, W. H., & McLean, E. R. (2003). The DeLone and McLean model of information systems success: A ten-year update. Journal of Management Information Systems, 19(4), 9–30. https://doi.org/10.1080/07421222.2003.11045748
Dreheeb, A. E., Basir, N., & Fabil, N. (2016). Impact of system quality on users’ satisfaction in continuation of the use of e-learning system. International Journal of E-Education, e-Business, e-Management and e-Learning, 6(1), 13–20. https://doi.org/10.17706/ijeeee.2016.6.1.13-20
Du, T., Zhang, C., & Wang, M. (2020). Customer satisfaction: What should business hotels care about? Proceedings of the 2020 2nd International Conference on Economic Management and Cultural Industry (ICEMCl 2020) Customer, 155(ICEMCl),387–390. https://doi.org/10.2991/aebmr.k.201128.075
El-Adly, M. I. (2019). Modelling the relationship between hotel perceived value, customer satisfaction, and customer loyalty. Journal of Retailing and Consumer Services, Elsevier Ltd, 50, 322–332. https://doi.org/10.1016/j.jretconser.2018.07.007
Emir, A., Halim, H., Hedre, A., Abdullah*, D., Azmi, A., & Kamal, S. B. M. (2016). Factors influencing online hotel booking intention: A conceptual framework from stimulus-organism-response perspective. International Academic Research Journal of Business and Technology, 2(2), 129–134.
Essawy, M. (2019). The impacts of e-atmospherics on emotions and on the booking intentions of hotel rooms. Tourism and Hospitality Research, 19(1), 65–73. https://doi.org/10.1177/1467358417692393
Gallarza, M. G., & Saura, I. G. (2006). Value dimensions, perceived value, satisfaction and loyalty: An investigation of university students’ travel behaviour. Tourism Management, 27(3), 437–452. https://doi.org/10.1016/j.tourman.2004.12.002
Gao, G., & Bi, J. (2021). Hotel booking through online travel agency : Optimal Stackelberg strategies under customer-centric payment service. Annals of Tourism Research, Elsevier Ltd, 86(November 2020), 103074. https://doi.org/10.1016/j.annals.2020.103074
Gao, L., Bai, X., & Park, A. (Tony). (2017). Understanding Sustained Participation in Virtual Travel Communities from the Perspectives of Is Success Model and Flow Theory, Journal of Hospitality and Tourism Research, Vol. 41. https://doi.org/10.1177/1096348014563397
Gao, Y., & Mattila, A. S. (2014). Improving consumer satisfaction in green hotels: The roles of perceived warmth, perceived competence, and CSR motive. International Journal of Hospitality Management, Elsevier Ltd, 42, 20–31. https://doi.org/10.1016/j.ijhm.2014.06.003
Gardiner, S., King, C., & Grace, D. (2013). Travel decision making: An empirical examination of generational values, attitudes, and intentions. Journal of Travel Research, 52(3), 310–324. https://doi.org/10.1177/0047287512467699
Ghazali, M. S. (2021). Hotel website quality influence on customer purchase intention. Journal of Tourism, Hospitality & Culinary Arts (JTHCA), 13(1), 110–122.
Gürkut, C., & Nat, M. (2018). Important factors affecting student information system quality and satisfaction. Eurasia Journal of Mathematics, Science and Technology Education, 14(3), 923–932. https://doi.org/10.12973/ejmste/81147
Han, H., & Hyun, S. S. (2018). Role of motivations for luxury cruise traveling, satisfaction, and involvement in building traveler loyalty. International Journal of Hospitality Management, Elsevier, 70(November 2017), 75–84. https://doi.org/10.1016/j.ijhm.2017.10.024
Han, H., Lee, J. H. (Jay), & Hwang, J. (2018). A study of brand prestige in the casino industry: The moderating role of customer involvement. Tourism and Hospitality Research, 18(1), 96–106. https://doi.org/10.1177/1467358415627302
Handayani, P. W., Hidayanto, A. N., Pinem, A. A., Hapsari, I. C., Sandhyaduhita, P. I., & Budi, I. (2017). Acceptance model of a Hospital Information System. International Journal of Medical Informatics, Elsevier Ireland Ltd, 99, 11–28. https://doi.org/10.1016/j.ijmedinf.2016.12.004
Ho, C. I., & Lee, Y. L. (2007). The development of an e-travel service quality scale. Tourism Management, 28(6), 1434–1449. https://doi.org/10.1016/j.tourman.2006.12.002
Ismoyo, N. B., Hadiwidjojo, D., Rahman, F., & Rahayu, M. (2017). Service quality perception’s effect on customer satisfaction and repurchase intention. European Business & Management, 3(3), 37–46. https://doi.org/10.11648/j.ebm.20170303.11
Israel, K., Zerres, C., & Tscheulin, D. K. (2019). Presenting hotels in virtual reality: does it influence the booking intention? Journal of Hospitality and Tourism Technology, 10(3), 473–493. https://doi.org/10.1108/JHTT-03-2018-0020
Kaynama, S. A., & Black, C. I. (2000). A proposal to assess the service quality of online travel agencies: An exploratory study. Journal of Professional Services Marketing, 21(1), 63–88. https://doi.org/10.1300/J090v21n01
Keshavarz, Y., & Jamshidi, D. (2018). Service quality evaluation and the mediating role of perceived value and customer satisfaction in customer loyalty. International Journal of Tourism Cities, 4(2), 220–244. https://doi.org/10.1108/IJTC-09-2017-0044
Kim, H. J., Park, J., Kim, M. J., & Ryu, K. (2013). Does perceived restaurant food healthiness matter? Its influence on value, satisfaction and revisit intentions in restaurant operations in South Korea. International Journal of Hospitality Management, Elsevier Ltd, 33(1), 397–405. https://doi.org/10.1016/j.ijhm.2012.10.010
Kim, K., & Park, D. (2016). Relationships among perceived value , satisfaction , and loyalty: Community-based ecotourism in Korea. Journal of Travel & Tourism Marketing, 8408(March). https://doi.org/10.1080/10548408.2016.1156609
Kim, S., Ham, S., Moon, H., Chua, B., & Han, H. (2018). Experience, brand prestige, perceived value (functional , hedonic , social , and financial), and loyalty among GROCERANT customers. International Journal of Hospitality Management, Elsevier, (June), 0–1. https://doi.org/10.1016/j.ijhm.2018.06.026
Kirillova, K., & Chan, J. (2018). ‘What is beautiful we book’: Hotel visual appeal and expected service quality. International Journal of Contemporary Hospitality Management, 30(3), 1788–1807. https://doi.org/10.1108/IJCHM-07-2017-0408
Kwok, L., Xie, K. L., & Richards, T. (2017). Thematic framework of online review research: A systematic analysis of contemporary literature on seven major hospitality and tourism journals. International Journal of Contemporary Hospitality Management, 29(1), 307–354. https://doi.org/10.1108/IJCHM-11-2015-0664
Ladeira, W. J., de Santini, F. O., Araujo, C. F., & Sampaio, C. H. (2016). A meta-analysis of the antecedents and consequences of satisfaction in tourism and hospitality. Journal of Hospitality Marketing and Management, 25(8), 975–1009. https://doi.org/10.1080/19368623.2016.1136253
Ladhari, R., & Michaud, M. (2015). eWOM effects on hotel booking intentions , attitudes , trust , and website perceptions. International Journal of Hospitality Management, Elsevier Ltd, 46, 36–45. https://doi.org/10.1016/j.ijhm.2015.01.010
Law, R. (2019). Evaluation of hotel websites: Progress and future developments. International Journal of Hospitality Management, Elsevier, 76, 2–9, https://doi.org/10.1016/j.ijhm.2018.06.005
Law, R., Qi, S., & Buhalis, D. (2010). Progress in tourism management: A review of website evaluation in tourism research. Tourism Management, Elsevier Ltd, 31(3), 297–313. https://doi.org/10.1016/j.tourman.2009.11.007
Lee, J., Lee, H., & Chung, N. (2020). The impact of customers’ prior online experience on future hotel usage behavior. International Journal of Hospitality Management, Elsevier Ltd, 91(August), 102669. https://doi.org/10.1016/j.ijhm.2020.102669
Lee, J. S., Lee, C. K., & Choi, Y. (2011). Examining the role of emotional and functional values in festival evaluation. Journal of Travel Research, 50(6), 685–696. https://doi.org/10.1177/0047287510385465
Lee, S., & Phau, I. (2018). Young tourists’ perceptions of authenticity, perceived value and satisfaction: The case of Little India, Singapore. Young Consumers, 19(1), 70–86. https://doi.org/10.1108/YC-07-2017-00714
Lin, C., Wu, H., & Chang, Y. (2011). The critical factors impact on online customer satisfaction. Procedia Computer Science, Elsevier, 3, 276–281. https://doi.org/10.1016/
j.procs.2010.12.047
Liu, J. N. K., & Zhang, E. Y. (2014). An investigation of factors affecting customer selection of online hotel booking channels. International Journal of Hospitality Management, 39, 71–83. https://doi.org/10.1016/j.ijhm.2014.01.011
Liu, Y., Li, Q., Edu, T., & Negricea, I. C. (2023). Exploring the continuance usage intention of travel applications in the case of Chinese tourists. Journal of Hospitality and Tourism Research, 47(1), 6–32. https://doi.org/10.1177/1096348020962553
Ma, J., & Law, R. (2009). Components of tourism research: Evidence from annals of tourism research. Anatolia, 20(1), 62–74. https://doi.org/10.1080/13032917.2009.10518895
Mahadin, B., Akroush, M. N., & Bata, H. (2020). The effects of tourism websites’ attributes on e-satisfaction and e-loyalty: A case of American travellers’ to Jordan. International Journal of Web Based Communities, 16(1), 4–33. https://doi.org/10.1504/IJWBC.2020.105124
Marinkovic, V., & Kalinic, Z. (2017). Antecedents of customer satisfaction in mobile commerce: Exploring the moderating effect of customization. Online Information Review, 41(2). https://doi.org/10.1108/oir-05-2014-002
Masri, N. W., You, J. J., Ruangkanjanases, A., Chen, S. C., & Pan, C. I. (2020). Assessing the effects of information system quality and relationship quality on continuance intention in e-tourism. International Journal of Environmental Research and Public Health, 17(1). https://doi.org/10.3390/ijerph17010174
Melián-González, S., & Bulchand-Gidumal, J. (2016). A model that connects information technology and hotel performance. Tourism Management, 53, 30–37. https://doi.org/10.1016/j.tourman.2015.09.005
Melo, A., Hernández-Maestro, R. M., & Muñoz-Gallego, P. A. (2017). Service quality perceptions, online visibility, and business performance in rural lodging establishments. Journal of Travel Research, 56(2), 250–262. https://doi.org/10.1177/00472875
16635822
Menard, R. (2016). Analysing social values in identification; a framework for research on the representation and implementation of values. Journal for the Theory of Social Behaviour, 46(2), 122–142. https://doi.org/10.1111/jtsb.12087
Molinillo, S., Liébana-Cabanillas, F., Anaya-Sánchez, R., & Buhalis, D. (2018). DMO online platforms: Image and intention to visit. Tourism Management, 65, 116–130. https://doi.org/10.1016/j.tourman.2017.09.021
Noronha, A. K., & Rao, P. S. (2017). Effect of website quality on customer satisfaction and purchase intention in online travel ticket booking websites. Management, 7(5), 168–173. https://doi.org/10.5923/j.mm.20170705.02
Nusair, K. K., & Kandampully, J. (2008). The antecedents of customer satisfaction with online travel services: A conceptual model. European Business Review, 20(1), 4–19. https://doi.org/10.1108/09555340810843663
Ozturk, A. B., Bilgihan, A., Nusair, K., & Okumus, F. (2016). What keeps the mobile hotel booking users loyal? Investigating the roles of self-efficacy, compatibility, perceived ease of use, and perceived convenience. International Journal of Information Management, 36(6), 1350–1359. https://doi.org/10.1016/j.ijinfomgt.2016.04.005
Ozturk, A. B., Nusair, K., Okumus, F., & Hua, N. (2016). The role of utilitarian and hedonic values on users’ continued usage intention in a mobile hotel booking environment. International Journal of Hospitality Management, Elsevier Ltd, 57, 106–115. https://doi.org/10.1016/j.ijhm.2016.06.007
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41. https://doi.org/10.2307/1251430
Park, K., Ha, J., & Park, J. Y. (2017). An experimental investigation on the determinants of online hotel booking intention. Journal of Hospitality Marketing and Management, 26(6), 627–643. https://doi.org/10.1080/19368623.2017.1284631
Park, Y. A., & Gretzel, U. (2007). Success factors for destination marketing web Sites: A qualitative meta-analysis. Journal of Travel Research, 46(1), 46–63. https://doi.org/10.1177/0047287507302381
Pelsmacker, P., Tilburg, S., & Holthof, C. (2018). Digital marketing strategies, online reviews and hotel performance. International Journal of Hospitality Management, Elsevier, 72(July 2017), 47–55. https://doi.org/10.1016/j.ijhm.2018.01.003
Phuong, N. D. N., & Trang, T. D. tran. (2018). Repurchase intention: The effect of service quality, system quality, information quality, and customer satisfaction as mediating role: A PLS approach of m-commerce ride hailing service in Vietnam. Marketing and Branding Research, 5(2), 78–91. https://doi.org/10.33844/mbr.2018.60463
Pizam, A., Shapoval, V., & Ellis, T. (2016). Customer satisfaction and its measurement in hospitality enterprises: A revisit and update. International Journal of Contemporary Hospitality Management, 28(1), 2–35. https://doi.org/10.1108/IJCHM-04-2015-0167
Prebensen, N. K., & Rosengren, S. (2016). Experience value as a function of hedonic and utilitarian dominant services. International Journal of Contemporary Hospitality Management, 28(1), 113–135. https://doi.org/10.1108/IJCHM-02-2014-0073
Ryu, K., Lee, H.-R., & Kim, W. G. (2012). The influence of the quality of the physical environment, food, and service on restaurant image, customer perceived value, customer satisfaction, and behavioral intentions. International Journal of Contemporary Hospitality Management, 24(2), 175–199. https://doi.org/10.1108/09596111211206141
Sánchez-Rebull, M. V., Rudchenko, V., & Martín, J. C. (2018). The antecedents and consequences of customer satisfaction in tourism: A systematic literature review. Tourism and Hospitality Management, 24(1), 151–183. https://doi.org/10.20867/thm.24.1.3
Sánchez, J., Callarisa, L., Rodríguez, R. M., & Moliner, M. A. (2006). Perceived value of the purchase of a tourism product. Tourism Management, 27(3), 394–409. https://doi.org/10.1016/j.tourman.2004.11.007
Shah, H. J., & Attiq, S. (2016). Impact of technology quality, perceived ease of use and perceived usefulness in the formation of consumer’s satisfaction in the context of e-learning. Abasyn Journal of Social Sciences, 9(1), 124–140.
Shaikh, A. A., & Khan, N. R. (2013). Impact of service quality on customer satisfaction in hotel industry. IOSR Journal Of Humanities And Social Science, 18(5), 39–44. https://doi.org/10.9790/0837-1853944
Shankar, V., Smith, A. K., & Rangaswamy, A. (2003). Customer satisfaction and loyalty in online and offline environments. International Journal of Research in Marketing, 20(2), 153–175. https://doi.org/10.1016/S0167-8116(03)00016-8
Sheth, J. N., Newman, B. I., & Gross, B. L. (1991). Why we buy what we buy: A theory of consumption values: Discovery service for air force institute of technology. Journal of Business Research, 22(2), 159–170.
Shin, J. I., Chung, K. H., Oh, J. S., & Lee, C. W. (2013). The effect of site quality on repurchase intention in Internet shopping through mediating variables: The case of university students in South Korea. International Journal of Information Management, Elsevier Ltd, 33(3), 453–463. https://doi.org/10.1016/j.ijinfomgt.2013.02.003
Snyder, H. (2019). Literature review as a research methodology: An overview and guidelines. Journal of Business Research, Elsevier, 104(August), 333–339. https://doi.org/10.1016/j.jbusres.2019.07.039
Sun, S., Fong, D. K. C., Law, R., & He, S. (2017). An updated comprehensive review of website evaluation studies in hospitality and tourism. International Journal of Contemporary Hospitality Management, 29(1), 355–373. https://doi.org/10.1108/IJCHM-12-2015-0736
Sweeneya, J. C., & Soutar, G. N. (2001). Consumer perceived value: The development of a multiple item scale. Journal of Retailing, 77(3), 203–220.
Talwar, S., Dhir, A., Kaur, P., & Mäntymäki, M. (2020). Why do people purchase from online travel agencies (OTAs)? A consumption values perspective. International Journal of Hospitality Management, Elsevier, 88(September 2019), 102534. https://doi.org/10.1016/j.ijhm.2020.102534
Thielemann, V. M., Ottenbacher, M. C., & Harrington, R. J. (2018). Antecedents and consequences of perceived customer value in the restaurant industry A preliminary test of a holistic model. International Hospitality Review, 32, 26–45. https://doi.org/10.1108/IHR-06-2018-0002
Touni, R., Kim, W. G., Haldorai, K., & Rady, A. (2022). Customer engagement and hotel booking intention: The mediating and moderating roles of customer-perceived value and brand reputation. International Journal of Hospitality Management, 104, 103246. https://doi.org/10.1016/j.ijhm.2022.103246
Tran, L. T. T., Pham, L. M. T., & Le, L. T. (2019). E-satisfaction and continuance intention: The moderator role of online ratings. International Journal of Hospitality Management, Elsevier, 77(June), 311–322. https://doi.org/10.1016/j.ijhm.2018.07.011
Ullah, I., Rukh, G., Zhou, J., Khan, F. U., & Ahmed, Z. (2019). Modeling customer satisfaction in online hotel booking. Journal of Retailing and Consumer Services, Elsevier Ltd, 48(December 2018), 100–104. https://doi.org/10.1016/j.jretconser.2019.01.012
Vayghan, S., Baloglu, D., & Baloglu, S. (2022). The impact of utilitarian, social and hedonic values on hotel booking mobile app engagement and loyalty: A comparison of generational cohorts. Journal of Hospitality and Tourism Insights, Emerald Publishing Limited, Vol. ahead-of-p No. ahead-of-print. https://doi.org/10.1108/JHTI-06-2022-0229
Vladimirov, Z. (2012). Customer satisfaction with the Bulgarian tour operators and tour agencies’ websites. Tourism Management Perspectives, Elsevier Ltd, 4, 176–184. https://doi.org/10.1016/j.tmp.2012.07.003
Waheed, N., & Hassan, Z. (2016). Influence of customer perceived value on tourist satisfaction and revisit intention: A study on guesthouses in Maldives. International Journal of Accounting and Business Management, 4(1), 98–119. https://doi.org/10.24924/ijabm/2016.04/v4.iss1/98.119
Wang, L., Law, R., Guillet, B. D., Hung, K., & Fong, D. K. C. (2015). Impact of hotel website quality on online booking intentions: eTrust as a mediator. International Journal of Hospitality Management, 47, 108–115. https://doi.org/10.1016/j.ijhm.2015.03.012
Wang, W., Ying, S., Mejia, C., Wang, Y., Qi, X., & Chan, J. H. (2020). Independent travelers’ niche hotel booking motivations: The emergence of a hybrid cultural society. International Journal of Hospitality Management, Elsevier, 89(May), 102573. https://doi.org/10.1016/j.ijhm.2020.102573
Wen, I. (2012). An empirical study of an online travel purchase intention model. Journal of Travel and Tourism Marketing, 29(1), 18–39. https://doi.org/10.1080/10548408.2012.638558
Wong, J., & Law, R. (2005). Analysing the intention to purchase on hotel websites: A study of travellers to Hong Kong. International Journal of Hospitality Management, 24(3), 311–329. https://doi.org/10.1016/j.ijhm.2004.08.002
Wu, H. C., Cheng, C. C., & Ai, C. H. (2018). A study of experiential quality, experiential value, trust, corporate reputation, experiential satisfaction and behavioral intentions for cruise tourists: The case of Hong Kong. Tourism Managemenat, Elsevier Ltd, 66, 200–220. https://doi.org/10.1016/j.tourman.2017.12.011
Wu, H. C., Li, M. Y., & Li, T. (2018). A study of experiential quality, experiential value, experiential satisfaction, theme park image, and revisit intention. Journal of Hospitality and Tourism Research, 42. https://doi.org/10.1177/1096348014563396
Xu, J. D., Benbasat, I., & Cenfetelli, R. T. (2013). Integrating service quality with system and information quality: An empirical test in the E-service context. MIS Quarterly: Management Information Systems, 37(3), 777–794. https://doi.org/10.25300/MISQ/2013/37.3.05
Xu, X., & Schrier, T. (2019). Hierarchical effects of website aesthetics on customers’ intention to book on hospitality sharing economy platforms. Electronic Commerce Research and Applications, Elsevier, 35(May), 100856. https://doi.org/10.1016/j.elerap.2019.100856
Zeithaml, V. A. (1988). Consumer perceptions of price, quality, and value: A means-end model and synthesis of evidence. Journal of Marketing, 52(3), 2–22.
Zhao, Y., Yin, K., Shen, H., Duan, X., & Huang, S. (2020). The influence of tourists ’ perceived value and demographic characteristics on the homestay industry: A study based on social stratification theory. Journal of Hospitality and Tourism Management, Elsevier Ltd, 45(October), 479–485. https://doi.org/10.1016/j.jhtm.2020.10.012
Zhu, Y., & Chen, H. (2012). Service fairness and customer satisfaction in internet banking: Exploring the mediating effects of trust and customer value. Internet Research, 22(4), 482–498. https://doi.org/10.1108/10662241211251006