IDEAS home Printed from https://ideas.repec.org/h/spr/sprchp/978-3-319-17251-4_17.html
   My bibliography  Save this book chapter

The Relationship Between the Online Consumer’s Profile and the Type of Service Encounter in the Online Travel Agencies

In: Achieving Competitive Advantage through Quality Management

Author

Listed:
  • Ramón Barrera-Barrera

    (Universidad de Sevilla)

  • Antonio Navarro-García

    (Universidad de Sevilla)

  • Manuel Rey-Moreno

    (Universidad de Sevilla)

Abstract

In the context of B2C electronic commerce, two different service encounters can take place: (1) service encounters without incidents during which customers get the service for themselves and without the presence of employees and (2) service encounters with incidents with interpersonal and non-interpersonal interactions. Taking the sector of travel agencies as a reference, the results of our study shows that there is a statistically significant relationship between the sociodemographic profile of the online consumer and the type of service encounter. In this sense, our research suggests that sociodemographic variables have a statistically significant influence on the type of service encounter. On the other hand, the evaluation of the service quality by online shoppers is quite homogeneous in each service encounter. At least, we have not found great differences according to gender, age, educational level, or frequency of Internet use.

Suggested Citation

  • Ramón Barrera-Barrera & Antonio Navarro-García & Manuel Rey-Moreno, 2015. "The Relationship Between the Online Consumer’s Profile and the Type of Service Encounter in the Online Travel Agencies," Springer Books, in: Marta Peris-Ortiz & José Álvarez-García & Carlos Rueda-Armengot (ed.), Achieving Competitive Advantage through Quality Management, edition 127, chapter 0, pages 265-277, Springer.
    • Handle: RePEc:spr:sprchp:978-3-319-17251-4_17
    DOI: 10.1007/978-3-319-17251-4_17
    as

    Download full text from publisher

    To our knowledge, this item is not available for download. To find whether it is available, there are three options:
    1. Check below whether another version of this item is available online.
    2. Check on the provider's web page whether it is in fact available.
    3. Perform a search for a similarly titled item that would be available.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:spr:sprchp:978-3-319-17251-4_17. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.springer.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.