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Behavioural economics: the role of trust in hospitality
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| 1.3 MB | Adobe PDF |
Orientador(es)
Resumo(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.
Descrição
Palavras-chave
Trust Online travel agencies Hotel websites Third-person perception And mixed structural equation model
Contexto Educativo
Citação
Editora
Taylor and Francis Group
Licença CC
Sem licença CC