Analysing behavioural differences between e- and m-bookers in hotel booking

Research output: Contribution to journalArticle

Abstract

This study analysed the behavioural differences between e- and m-bookers in online hotel booking. The theoretical relationships among functionality and usability, perceived value for money and time, and satisfaction and loyalty were analysed based on the quality–satisfaction–loyalty framework. Results from a sample of 431 and 401 e- and m-bookers, respectively, affirmed the similarities and differences between the two types of bookers. Results also showed that e- and m-bookers substantially differ in their perceptions on functionality and usability performance, perceived value for money and relative importance of functionality and usability in online hotel booking. Moreover, the findings revealed the moderating effects of perceived value for money and time on the satisfaction–loyalty link among m-bookers.
Original languageEnglish
Pages (from-to)247-256
Number of pages10
JournalInternational Journal of Hospitality Management
Volume83
Early online date8 Nov 2018
DOIs
Publication statusPublished - 1 Oct 2019
Externally publishedYes

Fingerprint

Hotels
Perceived value
Functionality
Usability
Value for money
effect
Loyalty
Relative importance
Moderating effect

Cite this

@article{9dd4964a886a4e13a7702e49449f25b7,
title = "Analysing behavioural differences between e- and m-bookers in hotel booking",
abstract = "This study analysed the behavioural differences between e- and m-bookers in online hotel booking. The theoretical relationships among functionality and usability, perceived value for money and time, and satisfaction and loyalty were analysed based on the quality–satisfaction–loyalty framework. Results from a sample of 431 and 401 e- and m-bookers, respectively, affirmed the similarities and differences between the two types of bookers. Results also showed that e- and m-bookers substantially differ in their perceptions on functionality and usability performance, perceived value for money and relative importance of functionality and usability in online hotel booking. Moreover, the findings revealed the moderating effects of perceived value for money and time on the satisfaction–loyalty link among m-bookers.",
keywords = "Online hotel booking, e-booker, m-booker, Computer website, Mobile app, Quality-satisfaction-loyalty",
author = "Wu, {Jialin Snow} and Rob Law",
year = "2019",
month = "10",
day = "1",
doi = "10.1016/j.ijhm.2018.10.023",
language = "English",
volume = "83",
pages = "247--256",
journal = "International Journal of Hospitality Management",
issn = "0278-4319",
publisher = "Elsevier Limited",

}

Analysing behavioural differences between e- and m-bookers in hotel booking. / Wu, Jialin Snow; Law, Rob.

In: International Journal of Hospitality Management, Vol. 83, 01.10.2019, p. 247-256.

Research output: Contribution to journalArticle

TY - JOUR

T1 - Analysing behavioural differences between e- and m-bookers in hotel booking

AU - Wu, Jialin Snow

AU - Law, Rob

PY - 2019/10/1

Y1 - 2019/10/1

N2 - This study analysed the behavioural differences between e- and m-bookers in online hotel booking. The theoretical relationships among functionality and usability, perceived value for money and time, and satisfaction and loyalty were analysed based on the quality–satisfaction–loyalty framework. Results from a sample of 431 and 401 e- and m-bookers, respectively, affirmed the similarities and differences between the two types of bookers. Results also showed that e- and m-bookers substantially differ in their perceptions on functionality and usability performance, perceived value for money and relative importance of functionality and usability in online hotel booking. Moreover, the findings revealed the moderating effects of perceived value for money and time on the satisfaction–loyalty link among m-bookers.

AB - This study analysed the behavioural differences between e- and m-bookers in online hotel booking. The theoretical relationships among functionality and usability, perceived value for money and time, and satisfaction and loyalty were analysed based on the quality–satisfaction–loyalty framework. Results from a sample of 431 and 401 e- and m-bookers, respectively, affirmed the similarities and differences between the two types of bookers. Results also showed that e- and m-bookers substantially differ in their perceptions on functionality and usability performance, perceived value for money and relative importance of functionality and usability in online hotel booking. Moreover, the findings revealed the moderating effects of perceived value for money and time on the satisfaction–loyalty link among m-bookers.

KW - Online hotel booking

KW - e-booker

KW - m-booker

KW - Computer website

KW - Mobile app

KW - Quality-satisfaction-loyalty

UR - https://www.scopus.com/record/display.uri?eid=2-s2.0-85056184883&origin=resultslist&sort=plf-f&src=s&st1=Analysing+behavioural+differences+between+e-+and+m-bookers+in+hotel+booking&st2=&sid=de7e95233329aa31a7e7d6112e60612e&sot=b&sdt=b&sl=90&s=TITLE-ABS-KEY%28Analysing+behavioural+differences+between+e-+and+m-bookers+in+hotel+booking%29&relpos=0&citeCnt=0&searchTerm=

U2 - 10.1016/j.ijhm.2018.10.023

DO - 10.1016/j.ijhm.2018.10.023

M3 - Article

VL - 83

SP - 247

EP - 256

JO - International Journal of Hospitality Management

JF - International Journal of Hospitality Management

SN - 0278-4319

ER -