INSEAD Library

Includes bibliographical references and index

Digitized

Handbook of Consumer Behavior, Tourism, and the Internet Contents Preface SECTION 1: ONLINE TRAVEL CONSUMER SEARCH BEHAVIOR Consumer Objectives and the Amount of Search in Electronic Travel and Tourism Markets Anssi Oörni xv 3 Information Search Behavior and Tourist Characteristics: The Internet vis-à-vis Other Information Sources Man Lito Ruomei Feng Liping A. Cai 15 Barriers to Online Booking of Scheduled Airline Tickets Stefan Klein Frank Köhhne Anssi Öörni 27 The Past, Present, and Future Research of Online Information Search SooCheong (Shawn) Jang 41 SECTION 2: TRAVEL WEBSITE USER CHARACTERISTICS Buyer Characteristics Among Users of Various Travel Intermediaries Kara Wolfe Cathy H. C. Hsu Soo K. Kong 51 Utilitarian Value in the Internet: Differences Between Broadband and Narrowband Users Srikanth Beldona Sheryl F. Kline Alastair M. Morrison Billy Bai Clark Hit Jeffrey Elsworth Cary Countryman 63 Online Travel Planning and College Students: The Spring Break Experience 79 Reviewing the Profile and Behaviour of Internet Users: Research Directions and Opportunities in Tourism and Hospitality Marianna Sigala 93 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 Hae Young Lee 105 A Study of the Perceptions of Hong Kong Hotel Managers on the Potential Disintermediation of Travel Agencies Rob Law William Lau 117 Building E-Loyalty of Lodging Brands: Avoiding Brand Erosion Brian Miller 133 SECTION 4: E-COMPLAINT BEHAVIOR Internet Diffusion of an E-Complaint: A Content Analysis of Unsolicited Responses Linda Shea Linda Enghagen Ashish Khullar 145 Analyzing Hotel Customers' E-Complaints from an Internet Complaint Forum Charles Changuk Lee Clark Hu 167 E-Complaints: Lessons to Be Learned from the Service Recovery Literature Brian Tyrrell Robert Woods . 183 SECTION 5: WEBSITE DESIGN AND DEVELOPMENT IN TRAVEL AND TOURISM Effects of Picture Presentations on Customers' Behavioral Intentions on the Web Miyoung Jeong Jiyoung Choi 193 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 Richard A. Arnold 205 · Conflicting Viewpoints on Web Design Peter O'Connor 225 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 Alecia Douglas Sheryl F. Kline Alastair M. Morrison Andrew St. John 233 Exploring Bed and Breakfast Websites: A Balanced Scorecard Approach 253 Staying Afloat in the Tropics: Applying a Structural Equation Model Approach to Evaluating National Tourism Organization Websites in the Caribbean Alecia Douglas Juline E. Mills 269 Developing a Content Analysis Evaluation Approach for the Examination of Limited-Service Lodging Properties Sunny Ham 295 309 Index