• Corpus ID: 2228399

Customer's Trust Indicators in the Online Hotel Booking Decision

  title={Customer's Trust Indicators in the Online Hotel Booking Decision},
  author={Pauline Ratnasingam},
This paper investigates the impact of customer’s trust indicators on their online hotel booking decision. We discuss the key characteristics of three types of trust namely; competence, predictability and goodwill trust and correlate them to the three parts to the customer’s online hotel booking decision process. We argue that trust indicators are likely to change, evolve and impact online booking decisions over time. Then we develop a framework highlighting the trust indicators and a conceptual… 

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