Direct and indirect tourism online channels. Do they have a different potential for customer loyalty?

Múgica, José ; Berné, Carmen (Universidad de Zaragoza)

Resumen: To manage their competitive goals, e-tourism service companies, in direct and in indirect channels respectively, need to know the antecedents of customer loyalty. Customer loyalty, generated by satisfaction in its various forms, is the cornerstone of the company''s assets and financial sustainability. Current literature does not provide a comparative analysis on this issue. To fill this gap, this research presents a model that includes customer satisfaction and participation as the main drivers of customer loyalty. The empirical research relies on one survey conducted by a market research company addressed to Internet users in Spain with experience in online purchases of tourism products. The estimation method is 3SLS (Three-Stage Least Squares), a simultaneous equations model applied to the database obtained. The results reveal a different potential of the two types of e-channels in producing higher levels of loyalty through customer participation. Increasing the participation of customers in indirect e-tourism channels results in higher returns on loyalty while the impact is lower in the direct channels. These findings are especially interesting for tourism service providers.

Idioma: Inglés

DOI: 10.3390/su12114761

Año: 2020

Publicado en: Sustainability (Switzerland) 12, 11 (2020), 4761 [15 pp.]
ISSN: 2071-1050

Factor impacto JCR: 3.251 (2020)

Categ. JCR: ENVIRONMENTAL SCIENCES rank: 124 / 273 = 0.454 (2020) - Q2 - T2
Categ. JCR: ENVIRONMENTAL STUDIES rank: 60 / 125 = 0.48 (2020) - Q2 - T2
Categ. JCR: GREEN & SUSTAINABLE SCIENCE & TECHNOLOGY rank: 30 / 44 = 0.682 (2020) - Q3 - T3
Categ. JCR: GREEN & SUSTAINABLE SCIENCE & TECHNOLOGY rank: 6 / 9 = 0.667 (2020) - Q3 - T3

Factor impacto SCIMAGO: 0.611 - Energy Engineering and Power Technology (Q1) - Environmental Science (miscellaneous) (Q1) - Renewable Energy, Sustainability and the Environment (Q1) - Management, Monitoring, Policy and Law (Q1) - Geography, Planning and Development (Q1)

Financiación: info:eu-repo/grantAgreement/ES/DGA/CREVALOR
Financiación: info:eu-repo/grantAgreement/ES/MICINN/ECO2015-65393-R

Tipo y forma: Artículo (Versión definitiva)

Área (Departamento): Área Comerci.Investig.Mercados (Dpto. Direc.Mark.Inves.Mercad.)