75878 20230706131402.0 doi 10.3390/admsci8030048 sideral 108424 ART-2018-108424 eng Berne-Manero, C. Universidad de Zaragoza (orcid)0000-0003-3050-1634 Reviewing the Online Tourism Value Chain 2018 Access copy available to the general public Unrestricted The booking purchase process in B2C tourism online from the perspective of the quality-satisfaction-loyalty value chain has scarcely been investigated. The measurement models of the variables are not unified and essential variables, as transaction costs, need more research in order to achieve a comprehensive model of the digital tourist purchase process. This research is aimed at solving this gap through the proposal of a theoretical structural model, which is tested for the Spanish context. The results show that the measurement of website-perceived quality must include utilitarian and hedonic aspects, which can provide a competitive advantage to acquire and retain customers. Perceived quality and transaction costs determine customer''s satisfaction and, ultimately, repurchase intentions or brand loyalty. Prices are found as mediator variables fostering the effect of quality on satisfaction, and non-monetary costs act as a cause of satisfaction. The online B2C tourism business must implement efficient internal and external processes to justify perceived costs. info:eu-repo/grantAgreement/ES/UZ/UZ2018-SOC-04 info:eu-repo/semantics/openAccess by-nc-nd http://creativecommons.org/licenses/by-nc-nd/3.0/es/ info:eu-repo/semantics/review info:eu-repo/semantics/publishedVersion Gomez-Campillo, M. Universidad de Zaragoza (orcid)0000-0003-0088-7142 Marzo-Navarro, M. Universidad de Zaragoza (orcid)0000-0002-9628-5738 Pedraja-Iglesias, M. Universidad de Zaragoza (orcid)0000-0002-2551-5364 4011 095 Universidad de Zaragoza Dpto. Direc.Mark.Inves.Mercad. Área Comerci.Investig.Mercados 8, 3 (2018), 48 [18 pp] Adm. sci. Administrative Sciences 2076-3387 586471 http://zaguan.unizar.es/record/75878/files/texto_completo.pdf Versión publicada 110150 http://zaguan.unizar.es/record/75878/files/texto_completo.jpg?subformat=icon icon Versión publicada oai:zaguan.unizar.es:75878 articulos driver 2023-07-06-12:20:27 ARTICLE