Behavioural economics: the role of trust in hospitality

Carmo, Manuel do; Correia, Antónia; Moraes, Michelle

http://hdl.handle.net/10400.1/26312

Use this identifier to reference this record.

Name:	Description:	Size:	Format:
Behavioural economics the role of trust in hospitality.pdf		1.3 MB	Adobe PDF	Download

Send Feedback

Authors

Carmo, Manuel do

Correia, Antónia

Moraes, Michelle

Abstract(s)

Behavioural economics is a recent field of economics, and in this study, we assess how e-trust affects hotel satisfaction and behavioural intentions, representing different purchase modes: online travel agencies and hotel websites, through a mixed structural equation and a third-person perception questionnaire. The results suggest that travellers believe that hotel websites are more benevolent and have more integrity and reliability than online travel agencies, whereas online travel agencies are more effective in terms of competence. In addition, consumers are more satisfied when their trust is high, and they are more likely to recommend and return to the same hotel. Reliable and efficient information management systems, whether provided by online travel agencies or hotel websites, are recommended.