Title :
Online Spillover Effects on Hotels: The Case of Taiwan
Author :
Yang, Tsung-Ju ; Huang, Ling-Chu ; Li, Wei-I
Author_Institution :
Inst. of Service Ind. & Manage., Minghsin Univ. of Sci. & Technol., Hsinchu, Taiwan
Abstract :
Online market has grown continually. Travel websites and hotels have pursued alliance opportunities to provide hotel services for customers on travel websites. Previous studies focused on a single physical or virtual channel. The study examines the multiple channels alliances between travel websites and hotels. The results are as following: First, the service quality of travel websites has a positive impact on the customer satisfaction of travel websites and hotels service quality; Second, the perceived risk of travel websites has a negative effect on the customer satisfaction of travel websites. Third, customer satisfaction of travel websites has a positive impact on hotels service quality. The results suggest that positive effects of travel websites, including perceived service quality and customer satisfaction, will spillover to the evaluations of hotels.
Keywords :
Web sites; marketing; customer satisfaction; hotels service quality; online market; online spillover effects; travel websites; Conference management; Customer satisfaction; Delay; Electronic learning; Internet; Jacobian matrices; Privacy; Psychology; Quality management; Technology management; risk; satisfaction; service quality; travel websites;
Conference_Titel :
e-Education, e-Business, e-Management, and e-Learning, 2010. IC4E '10. International Conference on
Conference_Location :
Sanya
Print_ISBN :
978-1-4244-5680-2
Electronic_ISBN :
978-1-4244-5681-9
DOI :
10.1109/IC4E.2010.75
