Exportar Publicação

A publicação pode ser exportada nos seguintes formatos: referência da APA (American Psychological Association), referência do IEEE (Institute of Electrical and Electronics Engineers), BibTeX e RIS.

Exportar Referência (APA) 
Pereira, H., Salgueiro, M. F. & Rita, P. (2017). Online determinants of e-customer satisfaction: application to website purchases in tourism. Service Business. 11 (2), 375-403
Exportar Referência (IEEE) 
H. M. Pereira et al.,  "Online determinants of e-customer satisfaction: application to website purchases in tourism", in Service Business, vol. 11, no. 2, pp. 375-403, 2017
Exportar BibTeX 
@article{pereira2017_1714106495312,
	author = "Pereira, H. and Salgueiro, M. F. and Rita, P.",
	title = "Online determinants of e-customer satisfaction: application to website purchases in tourism",
	journal = "Service Business",
	year = "2017",
	volume = "11",
	number = "2",
	doi = "10.1007/s11628-016-0313-6",
	pages = "375-403",
	url = "http://link.springer.com/article/10.1007%2Fs11628-016-0313-6"
}
Exportar RIS 
TY  - JOUR
TI  - Online determinants of e-customer satisfaction: application to website purchases in tourism
T2  - Service Business
VL  - 11
IS  - 2
AU  - Pereira, H.
AU  - Salgueiro, M. F.
AU  - Rita, P.
PY  - 2017
SP  - 375-403
SN  - 1862-8516
DO  - 10.1007/s11628-016-0313-6
UR  - http://link.springer.com/article/10.1007%2Fs11628-016-0313-6
AB  - This paper examines the influence of four variables on online tourism customer satisfaction: website image perceptions, online routine, online knowledge, and customer innovativeness, and their simultaneous effects. The analysis gauges the moderating role of three socio-demographic characteristics: gender, age group, and educational background. A sample of 3188 regular online consumers of the Portuguese leader in the tourism sector was analyzed using structural equation modeling. Results show that website image, routine, and knowledge significantly influence e-customer satisfaction. Only gender moderates the impact of website knowledge on e-satisfaction. These results entail a better understanding of customer specificities, with practical actions for addressing their real needs and expectations.
ER  -