Handbook of Consumer Behavior, Tourism, and the Internet

Juline Mills, Rob Law

Preface SECTION 1: ONLINE TRAVEL CONSUMER SEARCH BEHAVIOR Consumer Objectives and the Amount of Search in Electronic Travel and Tourism Markets (Anssi Öörni) Information Search Behavior and Tourist Characteristics: The Internet vis-à-vis Other Information Sources (Man Luo, Ruomei Feng, and Liping A. Cai) Barriers to Online Booking of Scheduled Airline Tickets (Stefan Klein, Frank Köhne, and Anssi Öörni) The Past, Present, and Future Research of Online Information Search (SooCheong [Shawn] Jang) SECTION 2: TRAVEL WEBSITE USER CHARACTERISTICS Buyer Characteristics Among Users of Various Travel Intermediaries (Kara Wolfe, Cathy H. C. Hsu, and Soo K. Kang) Utilitarian Value in the Internet: Differences Between Broadband and Narrowband Users (Srikanth Beldona, Sheryl F. Kline, and Alastair M. Morrison) Online Travel Planning and College Students: The Spring Break Experience (Billy Bai, Clark Hu, Jeffrey Elsworth, and Cary Countryman) Reviewing the Profile and Behaviour of Internet Users: Research Directions and Opportunities in Tourism and Hospitality (Marianna Sigala) SECTION 3: PERCEPTION AND QUALITY OF ONLINE LODGING AND TRAVEL BRANDS Comparison of Web Service Quality Between Online Travel Agencies and Online Travel Suppliers (Woo Gon Kim and Hae Young Lee) A Study of the Perceptions of Hong Kong Hotel Managers on the Potential Disintermediation of Travel Agencies (Rob Law and William Lau) Building E-Loyalty of Lodging Brands: Avoiding Brand Erosion (Brian Miller) SECTION 4: E-COMPLAINT BEHAVIOR Internet Diffusion of an E-Complaint: A Content Analysis of Unsolicited Responses (Linda Shea, Linda Enghagen, and Ashish Khullar) Analyzing Hotel Customers' E-Complaints from an Internet Complaint Forum (Charles Changuk Lee and Clark Hu) E-Complaints: Lessons to Be Learned from the Service Recovery Literature (Brian Tyrrell and Robert Woods) SECTION 5: WEBSITE DESIGN AND DEVELOPMENT IN TRAVEL AND TOURISM Effects of Picture Presentations on Customers' Behavioral Intentions on the Web (Miyoung Jeong and Jiyoung Choi) Developing, Operating, and Maintaining a Travel Agency Website: Attending to E-Consumers and Internet Marketing Issues (Jenny Ji-Yeon Lee, Heidi H. Sung, Agnes L. DeFranco, and Richard A. Arnold) Conflicting Viewpoints on Web Design (Peter O'Connor) SECTION 6: WEBSITE EVALUATION IN HOSPITALITY AND TOURISM Website Evaluation in Tourism and Hospitality: The Art Is Not Yet Stated (Alastair M. Morrison, J. Stephen Taylor, and Alecia Douglas) Exploring Bed & Breakfast Websites: A Balanced Scorecard Approach (Sheryl F. Kline, Alastair M. Morrison, and Andrew St. John) Staying Afloat in the Tropics: Applying a Structural Equation Model Approach to Evaluating National Tourism Organization Websites in the Caribbean (Alecia Douglas and Juline E. Mills) Developing a Content Analysis Evaluation Approach for the Examination of Limited-Service Lodging Properties (Sunny Ham) Index Reference Notes Included