ISSN: 2167-0269
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Department of Economics and Business, University of Zaragoza, Zaragoza, Spain
Mini Review
The Quality-Satisfaction-Loyalty Value Chain in the Online Tourism Booking Purchase Processes
Author(s): Carmen Berne-Manero*
The "perceived quality-customer satisfaction-customer loyalty" value chain is a critical framework to evaluate the
performance of a customer-centric company. In E-tourism, the booking process is the first bilateral communication
with the tourism service before the final experience. Although specialized literature provides exciting information
about the behaviour of the three essential variables, it is crucial to understand the role of their components and
consider other variables with the potential to enter into the model and influencing the process. From a critical view,
and considering previous research, this work presents the key points regarding this idea and concludes that every
particular research context could need specific methods. Hence, researchers and practitioners will benefit from
questioning the entire value chain model and reviewing the me.. View More»