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The importance of value added services to support the customer search and purchase process on travel websites
Mid Sweden University, Faculty of Human Sciences, Department of Social Sciences. (ETOUR)ORCID iD: 0000-0002-6610-9303
Responsible organisation
2005 (English)In: Information Technology & Tourism, ISSN 1098-3058, Vol. 7, no 2, 119-135 p.Article in journal (Refereed) Published
Abstract [en]

This article explores one potential reason for the on-line tourism markets slower than expected growth rate. It investigates to what extent value added services provided by websites for tour operators and travel agencies are actually perceived as important by the customer in the search and purchase process. An adapted version of a consumer decision process model is used and the results are based on a web survey. The results show that most value added services are perceived to be most important in the search and/or purchase phase and that no value added services are perceived to be most important in the post consumption phase. Based on this it is suggested that travel websites should try and develop more value added services aimed at supporting the customer in the post consumption phase in order to build strong customer relationships and loyalty which may lead to continuous buying behaviour.

Place, publisher, year, edition, pages
2005. Vol. 7, no 2, 119-135 p.
Keyword [en]
Search and purchase process, Value added services, Customer relationships, Travel websites
Keyword [sv]
Turism, turismforskning
National Category
Business Administration
Identifiers
URN: urn:nbn:se:miun:diva-2611Local ID: ETOUROAI: oai:DiVA.org:miun-2611DiVA: diva2:27643
Available from: 2008-11-14 Created: 2008-11-14 Last updated: 2011-09-05Bibliographically approved

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CiteExportLink to record
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Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf