Customer's Trust Indicators in the Online Hotel Booking Decision
@inproceedings{Ratnasingam2012CustomersTI,
title={Customer's Trust Indicators in the Online Hotel Booking Decision},
author={P. Ratnasingam},
year={2012}
}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… Expand
11 Citations
An examination of online ratings on hotel performance indicators: An analysis of the Boston hotel market
- Engineering
- 2016
- 4
Online accommodation booking: what information matters the most to users?
- Psychology, Computer Science
- J. Inf. Technol. Tour.
- 2019
- 2
Exploring consumers’ intention toward online hotel reservations: insights from Malaysia
- Business
- 2017
- 7
- PDF
Information quality, homophily, and risk propensity: Consumer responses to online hotel reviews
- Business
- 2015
- 4
The Impact of Brand Activation on Customer Trust: an Investigation of Brand XYZ’s Brand Activation
- 2020
- PDF
Does Motivation and Trust Important for Tourists’ Loyalties? A Quantitative Perspective from Golf Tourism in Bali of Indonesia
- Economics
- 2019
- 1
- PDF
References
SHOWING 1-10 OF 32 REFERENCES
Are the Drivers and Role of Online Trust the Same for All Web Sites and Consumers?: A Large-Scale Exploratory Empirical Study
- Business
- 2005
- 464
- PDF
Comparing the effects of website quality on customer initial purchase and continued purchase at e-commerce websites
- Business, Computer Science
- Behav. Inf. Technol.
- 2008
- 141
- PDF
Do Computers Sweat? The Impact of Perceived Effort of Online Decision Aids on Consumers’ Satisfaction With the Decision Process
- Psychology
- 2003
- 101
The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty
- Business
- 2001
- 4,644
- PDF
Consumers and Their Brands: Developing Relationship Theory in Consumer Research
- Psychology, Sociology
- 1998
- 5,766
- PDF