Handbook of Consumer Behavior, Tourism, and the Internet: 1st Edition (e-Book) book cover

Handbook of Consumer Behavior, Tourism, and the Internet

1st Edition

By Juline Mills, Rob Law

Edited by Juline E Mills


330 pages

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pub: 2005-03-11
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Make the most of your online business resources

The growing acceptance and use of the Internet as an increasingly valuable travel tool has tourism and hospitality businesses taking a critical look at their business-to-customer online environments while pondering such questions as, “How do I get people to visit my Web site?” “Is my Web site attracting the ‘right’ kind of e-consumers?” and “How do I turn browsers into buyers?” The Handbook of Consumer Behavior, Tourism, and the Internet analyzes the latest strategies involving Internet business applications that will help you attract—and keep—online travel customers. Researchers from the United States, Europe, and Asia present the latest findings you need to make the right decisions regarding long-term e-commerce development and planning.

The Handbook of Consumer Behavior, Tourism, and the Internet examines vital issues affecting the travel and tourism industry from an online perspective. This book analyzes the latest theory and research on general online buyer characteristics, the differences between online and offline consumer behavior, the differences between broadband and narrowband users, the online search process, quality and perception of lodging brands, and Web site design, maintenance, and development. Each section of the book includes a model/diagram that serves as an overview of the topic, followed by a thorough discussion on the topic from several sources. Each section ends with commentary on the areas where future research is needed. The book’s contributors use a variety of research methodologies ranging from qualitative data analyses using artificial neutral network analysis, to experimental design, non-parametric statistical tests, and structural equation modeling.

Topics examined in the Handbook of Consumer Behavior, Tourism, and the Internet include:

  • the need for businesses to use internal examinations to determine and meet online consumer needs
  • the emerging field of e-complaint behavior—consumers taking to the Web to voice complaints about travel services
  • how to use e-tools to measure guest satisfaction
  • how to measure consumer reaction to Web-based technology
  • the Internet’s impact on decision making for travel products
  • and how to use e-mail marketing, electronic customer relationship management (eCRM), Web positioning, and search engine placement
The Handbook of Consumer Behavior, Tourism, and the Internet is equally valuable as a classroom resource or professional reference, providing up-to-date material on Internet applications and their impact on consumers and e-commerce.

Table of Contents


Saurabh Kumar Dixit

Section 1 Overview of Consumer Behaviour

1. Conceptual Foundation of Consumer Behaviour

Kuan-Huei Lee

2. Revisiting the Sociology of Consumption in Tourism

Korstanje Maximiliano and Hugues Seraphin

3. Exploring Tourist Transformation: from Need to Desire to Experience

Ronnie Ballantyne, Finlay Kerr, Shirley Rate and Luiz Moutinho

4. Factors Affecting Tourist Buying Behaviour

Jennifer Kim Lian Chan and Azilah Kasim

5. The Role and Influence of Emotions on Tourist Behaviour

Gabrielle Walters and Shanshi Li

6. Consumer Information Seeking Behaviour

Gaitree (Vanessa) Gowreesunkar and Saurabh Kumar Dixit

7. Now and When: Reflecting on Some Realities of Consumer Behaviour in the Hospitality Industry

Roy C Wood

8. Ethical Issues of Consumer Behaviour

Ann Hindley and Xavier Font

9. Cross - Cultural Issues of Consumer Behaviour in Hospitality and Tourism

Clare Hindley and Melanie Kay Smith

Section 2 Service Quality Vis-A-Vis Consumer Behaviour

10. Service Quality: Customers' Perspective

David Drewery and Ron McCarville

11. Management Perception of Service Quality

Ana Oliveira - Brochado and Paulo Rita

12. Measuring Service Quality

Aijing Liu, Emily Ma and Christy Yen Nee Ng

13. Application of Total Quality Management in Tourism Sector

Aparna Raj and Saurabh Kumar Dixit

14. The Impact of Music’s Volume and Tempo on Dining Consumers’ Behaviours and Perceptions of Quality

Michael C. Ottenbacher, Robert J. Harrington and Anja Treuter

15. Service Experiences in the Tourism and Hospitality Industry: Conceptualization and Measurement

Girish Prayag, Jörg Finsterwalder and C. Michael Hall

16. Innovations in Experience

Valentina Della Corte and Giovanna Del Gaudio

Section 3 Customer Satisfaction Perspective

17. Service, Emotional Satisfaction and Behaviour Patterns

David Drewery and Ron McCarville

18. Attributes Influencing Customer Satisfaction in Tourism

Gaitree (Vanessa) Gowreesunkar and Stelios Varvaressos

19. Customer Satisfaction and Pricing Decisions

Giampaolo Viglia

20. Destination Image, Customer Satisfaction And Behavioural Intentions: The State-Of-The-Art and A New Research Agenda

Anestis Fotiadis, MariosSotiriadis and Chris A. Vassiliadis

21. Customer Delight from Hospitality and Tourism Experience

Jianyu Ma and Noel Scott

22. Cruise Passenger's Travel Patterns, Behavioural Intentions and Motivations

Abdullah Tanrisevdi and Vedat Acar

23. Customer Complaint Behaviour

Poh Theng, Loo

24. Enhancing Service Recovery Performance through Error Management Culture

Priyanko Guchait

Section 4 Consumer Loyalty Outlook

25. Antecedents of Consumer Loyalty

Christy Yen Nee Ng, Brian KeeMun Wong and Emily Ma

26. Developing a Consumer Loyalty Model

Jeynakshi Ladsawut and Robin Nunkoo

27. Customer Engagement in Building Consumer Loyalty

Keith H. Mandabach

28. Consumer Loyalty Trends in the Hotel Industry

John Bowen

29. Brand Experience and Loyalty

Camille Erika Kapoor and Renata FernandesGuzzo

30. Relationship Marketing on Social Software Platforms

Sandra Maria CorreiaLoureiro and Eduardo MoraesSarmento

31. Destination Branding and Customer Behavioural Intentions: The Case of Istanbul as a Cultural Destination Brand

Stella Kladou

Section 5 E - Consumer Behaviour

32. Social Media in Hospitality and Tourism

Ulrike Gretzel and Kyung Hyan Yoo

33. Social Media and the Desire for Authentic Travel Experiences

Bonita M. Kolb

34. Travel Review Websites and Interactive Travel Forums

Marios Sotiriadis, Anestis Fotiadis and Chris A. Vassiliadis

35. The Potential for eWOM to affect Consumer Behaviour in Tourism

Alana Harris and Bruce Prideaux

36. The Travel Distribution System and Information and Communication Technologies (ICT)

Roberta Minazzi

37. Marketing Communications in Tourism and Hospitality: Trends and Implications of An Online Environment

Shirley Rate, Ronnie Ballantyne, Finlay Kerr and Luiz Moutinho

38. Electronic Customer Relationship Management and Customer Satisfaction

Melissa A. Baker

Section 6 Emerging Dimensions of Consumer Behaviour

39. Technological Advancements Shaping Consumer Behaviour

Ali Bavik, Henrique Fátima Boyol Ngan and Erdogan Ekiz

40. Exploring Consumer Behaviour at Slow Food Festivals in Rural Destinations

Samuel Adeyinka-Ojo and Catheryn Khoo-Lattimore

41. Smartphone Technological Advancement and Consumers

Sarah Gardiner, Joan Carlini and Noel Scott

42. Usability Analysis of Augmented Reality for Tourism Destination Image Promotion

Azizul Hassan and Neda Shabani

43. Servicescape for Hospitality and Tourism Consumers

Richard Tresidder

44. Socially Responsible and Sustainable Practices: How to Involve Tourists and Guests?

Frans Melissen

45. Tourism Industry Adaptation to a Changing Consumer Market: A Case Study of New Zealand

Adam Weaver

46.Consumer Behaviour and the Olympic Games

Luke R. Potwarka and Kai Jiang

Subject Categories

BISAC Subject Codes/Headings:
BUSINESS & ECONOMICS / Industries / Hospitality, Travel & Tourism
BUSINESS & ECONOMICS / Information Management
COMPUTERS / Internet / General
EDUCATION / Computers & Technology