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The Value of Trust for Travel Agencies in Achieving Customers' Attitudinal Loyalty

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The Value of Trust for Travel Agencies in Achieving Customers' Attitudinal Loyalty

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dc.contributor.author Devece Carañana, Carlos Alberto es_ES
dc.contributor.author García Agreda Ballivian, Sergio Rolando es_ES
dc.contributor.author Ribeiro Navarrete, Belén es_ES
dc.date.accessioned 2016-06-03T15:04:29Z
dc.date.available 2016-06-03T15:04:29Z
dc.date.issued 2015-08
dc.identifier.issn 1049-6491
dc.identifier.uri http://hdl.handle.net/10251/65236
dc.description Special Issue: The new spirit of strategy for competitive management es_ES
dc.description.abstract The emergence of e-commerce in the tourism sector has triggered profound changes in the sector's structure. Travel agencies, as the final link in the distribution chain, have been most affected. The globalization of tourism service distributors via the internet has caused competition to intensify and has had strong repercussions. Nevertheless, many travel agencies that also offer online services remain competitive and maintain a loyal customer base. Drawing on data from customers used to purchasing tourism services over the internet, this study analyzed changes in these customers' perceptions of the value offered by traditional travel agencies. Considering the loyalty of clients as a key element in the survival of travel agencies, we studied different factors that contribute to customer loyalty. We used a sample of 280 habitual users of travel agencies in Spain to investigate the differences between traditional customers and those who use the internet regularly when purchasing tourism services. Among the explanatory factors of loyalty (i.e., service quality, credibility-based trust, and benevolence-based trust), benevolence-based trust emerged as a fundamental element in tourists' loyalty in the information age. es_ES
dc.language Inglés es_ES
dc.publisher Taylor & Francis (Routledge) es_ES
dc.relation.ispartof Journal of Promotion Management es_ES
dc.rights Reserva de todos los derechos es_ES
dc.subject Customers es_ES
dc.subject Internet es_ES
dc.subject Loyalty es_ES
dc.subject Tourism services es_ES
dc.subject Travel agencies es_ES
dc.subject.classification ORGANIZACION DE EMPRESAS es_ES
dc.title The Value of Trust for Travel Agencies in Achieving Customers' Attitudinal Loyalty es_ES
dc.type Artículo es_ES
dc.identifier.doi 10.1080/10496491.2015.1051409
dc.rights.accessRights Cerrado es_ES
dc.contributor.affiliation Universitat Politècnica de València. Departamento de Organización de Empresas - Departament d'Organització d'Empreses es_ES
dc.description.bibliographicCitation Devece Carañana, CA.; García Agreda Ballivian, SR.; Ribeiro Navarrete, B. (2015). The Value of Trust for Travel Agencies in Achieving Customers' Attitudinal Loyalty. Journal of Promotion Management. 21(4):516-529. doi:10.1080/10496491.2015.1051409 es_ES
dc.description.accrualMethod S es_ES
dc.relation.publisherversion http://dx.doi.org/10.1080/10496491.2015.1051409 es_ES
dc.description.upvformatpinicio 516 es_ES
dc.description.upvformatpfin 529 es_ES
dc.type.version info:eu-repo/semantics/publishedVersion es_ES
dc.description.volume 21 es_ES
dc.description.issue 4 es_ES
dc.relation.senia 292764 es_ES
dc.identifier.eissn 1540-7594


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