The impact of distribution channels in the buying behavior in Tourism: an analysis of the relationship between satisfaction, value and loyalty in the purchase of airline tickets through interpersonal channels and technologybased channels

Detalhes bibliográficos
Autor(a) principal: Brasil, Vinícius Sittoni
Data de Publicação: 2008
Tipo de documento: Artigo
Idioma: por
Título da fonte: Turismo : Visão e Ação (Online)
Texto Completo: https://periodicos.univali.br/index.php/rtva/article/view/241
Resumo: Technological development has enabled a single service to be delivered through systems with multiple service channels. This development has significantly affected the structure of distribution channels in Tourism, whether in hotel reservations or in the sale of tourism packages and airline tickets. Faced with the numerous options in terms of delivery type, it is important to assess the consequences, among consumers, of the use of different service channels. Therefore, focusing specifically on the air transport sector, this work sought to identify: a) whether satisfaction with the service delivery system (SDS) influences perceived value and customer loyalty; and, b) whether there are any differences in this influence, when comparing clients with higher use of interpersonal channels, with clients with higher use of technologybased channels (the Internet). Based on a study of 186 clients of the principal Brazilian airline companies, the results show the direct impacts of satisfaction with the service channel, on value and loyalty. Complementing this, the hypothesis is confirmed that higher use of interpersonal channels strengthens the relationship between satisfaction with the delivery system and the value perceived by the clients, and their loyalty. Key words: Consumer Behavior, Airline Companies, Value, Loyalty.
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spelling The impact of distribution channels in the buying behavior in Tourism: an analysis of the relationship between satisfaction, value and loyalty in the purchase of airline tickets through interpersonal channels and technologybased channelsEl impacto de los canales de distribución en el comportamiento de compra en el Turismo: un análisis de las relaciones entre satisfacción, valor y lealtad en la adquisición de pasajes aéreos a través de canales interpersonales y canales basados en teO impacto dos canais de distribuição no comportamento de compra no Turismo: uma análise das relações entre satisfação, valor e lealdade na aquisição de passagens aéreas através de canais interpessoais e canais baseados em tecnologiaTechnological development has enabled a single service to be delivered through systems with multiple service channels. This development has significantly affected the structure of distribution channels in Tourism, whether in hotel reservations or in the sale of tourism packages and airline tickets. Faced with the numerous options in terms of delivery type, it is important to assess the consequences, among consumers, of the use of different service channels. Therefore, focusing specifically on the air transport sector, this work sought to identify: a) whether satisfaction with the service delivery system (SDS) influences perceived value and customer loyalty; and, b) whether there are any differences in this influence, when comparing clients with higher use of interpersonal channels, with clients with higher use of technologybased channels (the Internet). Based on a study of 186 clients of the principal Brazilian airline companies, the results show the direct impacts of satisfaction with the service channel, on value and loyalty. Complementing this, the hypothesis is confirmed that higher use of interpersonal channels strengthens the relationship between satisfaction with the delivery system and the value perceived by the clients, and their loyalty. Key words: Consumer Behavior, Airline Companies, Value, Loyalty.La evolución tecnológica permite que un mismo servicio sea entregado a través de sistemas con múltiples canales de atención. Esta evolución afectó significativamente la estructura de los canales de distribución en el Turismo, ya sea en la reserva de hoteles o en la venta de paquetes y de pasajes aéreos. Ante las innumerables opciones en relación a la configuración de las formas de entrega, se torna relevante evaluar junto a los consumidores las consecuencias del uso de distintos canales de atención. De este modo, enfocando específicamente el sector de transporte aéreo, el presente trabajo buscó identificar: a) si la satisfacción con el sistema de entrega del servicio (SES) causa impacto sobre el valor percibido y la lealtad del consumidor; y, b) si existen diferencias en este impacto considerando separadamente clientes con mayor uso de canales interpersonales y clientes con mayor uso de canales basados en tecnología (internet). Com base en um estudio realizado con 186 clientes de las principales compañías aéreas brasileñas, los resultados demuestran los impactos directos de la satisfacción con el canal de atención en el valor y en la lealtad. Complementariamente, se confirmó la hipótesis de que el uso más intenso de canales interpersonales fortalece la relación entre la satisfacción com el sistema de entrega y el valor percibido por el cliente y sus intenciones de lealtad. Palabras-clave: Comportamiento del Consumidor, Compañías Aéreas, Valor, Lealtad.A evolução tecnológica permite que um mesmo serviço seja entregue através de sistemas com múltiplos canais de atendimento. Esta evolução afetou significativamente a estrutura dos canais de distribuição no Turismo seja na reserva de hotéis seja na venda de pacotes e de passagens aéreas. Diante das inúmeras opções quanto à configuração das formas de entrega, torna-se relevante avaliar junto aos consumidores as conseqüências do uso de diferentes canais de atendimento. Assim, focando especificamente o setor de transporte aéreo, o presente trabalho buscou identificar: a) se a satisfação com o sistema de entrega do serviço (SES) impacta o valor percebido e a lealdade do consumidor; e b) se existem diferenças neste impacto, considerando separadamente clientes com maior uso de canais interpessoais e clientes com maior uso de canais baseados em tecnologia (internet). Tendo como base um estudo junto a 186 clientes das principais companhias aéreas brasileiras, os resultados demonstram os impactos diretos da satisfação com o canal de atendimento no valor e na lealdade. Complementarmente, confirmou-se a hipótese de que o uso mais intenso de canais interpessoais fortalece a relação entre a satisfação com o sistema de entrega e o valor percebido pelo cliente e suas intenções de lealdade. Palavras-Chave: Comportamento do Consumidor, Companhias Aéreas, Valor, Lealdade.Universidade do Vale do Itajaí­ - UNIVALI / SC2008-08-22info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionapplication/pdfhttps://periodicos.univali.br/index.php/rtva/article/view/24110.14210/rtva.v8n3.p361-378Turismo: Visão e Ação; Vol. 8 No. 3 (2006); 361-378Turismo: Visão e Ação; Vol. 8 Núm. 3 (2006); 361-378Turismo: Visão e Ação; v. 8 n. 3 (2006); 361-3781983-71511415-639310.14210/rtva.v8i3reponame:Turismo : Visão e Ação (Online)instname:Universidade do Vale do Itajaí (UNIVALI)instacron:UNIVALIporhttps://periodicos.univali.br/index.php/rtva/article/view/241/198Brasil, Vinícius Sittoniinfo:eu-repo/semantics/openAccess2009-08-04T00:19:08Zoai:ojs.periodicos.univali.br:article/241Revistahttps://periodicos.univali.br/index.php/rtvaPUBhttps://periodicos.univali.br/index.php/rtva/oailuiz.flores@univali.br || revistaturismo@univali.br1983-71511415-6393opendoar:2009-08-04T00:19:08Turismo : Visão e Ação (Online) - Universidade do Vale do Itajaí (UNIVALI)false
dc.title.none.fl_str_mv The impact of distribution channels in the buying behavior in Tourism: an analysis of the relationship between satisfaction, value and loyalty in the purchase of airline tickets through interpersonal channels and technologybased channels
El impacto de los canales de distribución en el comportamiento de compra en el Turismo: un análisis de las relaciones entre satisfacción, valor y lealtad en la adquisición de pasajes aéreos a través de canales interpersonales y canales basados en te
O impacto dos canais de distribuição no comportamento de compra no Turismo: uma análise das relações entre satisfação, valor e lealdade na aquisição de passagens aéreas através de canais interpessoais e canais baseados em tecnologia
title The impact of distribution channels in the buying behavior in Tourism: an analysis of the relationship between satisfaction, value and loyalty in the purchase of airline tickets through interpersonal channels and technologybased channels
spellingShingle The impact of distribution channels in the buying behavior in Tourism: an analysis of the relationship between satisfaction, value and loyalty in the purchase of airline tickets through interpersonal channels and technologybased channels
Brasil, Vinícius Sittoni
title_short The impact of distribution channels in the buying behavior in Tourism: an analysis of the relationship between satisfaction, value and loyalty in the purchase of airline tickets through interpersonal channels and technologybased channels
title_full The impact of distribution channels in the buying behavior in Tourism: an analysis of the relationship between satisfaction, value and loyalty in the purchase of airline tickets through interpersonal channels and technologybased channels
title_fullStr The impact of distribution channels in the buying behavior in Tourism: an analysis of the relationship between satisfaction, value and loyalty in the purchase of airline tickets through interpersonal channels and technologybased channels
title_full_unstemmed The impact of distribution channels in the buying behavior in Tourism: an analysis of the relationship between satisfaction, value and loyalty in the purchase of airline tickets through interpersonal channels and technologybased channels
title_sort The impact of distribution channels in the buying behavior in Tourism: an analysis of the relationship between satisfaction, value and loyalty in the purchase of airline tickets through interpersonal channels and technologybased channels
author Brasil, Vinícius Sittoni
author_facet Brasil, Vinícius Sittoni
author_role author
dc.contributor.author.fl_str_mv Brasil, Vinícius Sittoni
description Technological development has enabled a single service to be delivered through systems with multiple service channels. This development has significantly affected the structure of distribution channels in Tourism, whether in hotel reservations or in the sale of tourism packages and airline tickets. Faced with the numerous options in terms of delivery type, it is important to assess the consequences, among consumers, of the use of different service channels. Therefore, focusing specifically on the air transport sector, this work sought to identify: a) whether satisfaction with the service delivery system (SDS) influences perceived value and customer loyalty; and, b) whether there are any differences in this influence, when comparing clients with higher use of interpersonal channels, with clients with higher use of technologybased channels (the Internet). Based on a study of 186 clients of the principal Brazilian airline companies, the results show the direct impacts of satisfaction with the service channel, on value and loyalty. Complementing this, the hypothesis is confirmed that higher use of interpersonal channels strengthens the relationship between satisfaction with the delivery system and the value perceived by the clients, and their loyalty. Key words: Consumer Behavior, Airline Companies, Value, Loyalty.
publishDate 2008
dc.date.none.fl_str_mv 2008-08-22
dc.type.driver.fl_str_mv info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
format article
status_str publishedVersion
dc.identifier.uri.fl_str_mv https://periodicos.univali.br/index.php/rtva/article/view/241
10.14210/rtva.v8n3.p361-378
url https://periodicos.univali.br/index.php/rtva/article/view/241
identifier_str_mv 10.14210/rtva.v8n3.p361-378
dc.language.iso.fl_str_mv por
language por
dc.relation.none.fl_str_mv https://periodicos.univali.br/index.php/rtva/article/view/241/198
dc.rights.driver.fl_str_mv info:eu-repo/semantics/openAccess
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.publisher.none.fl_str_mv Universidade do Vale do Itajaí­ - UNIVALI / SC
publisher.none.fl_str_mv Universidade do Vale do Itajaí­ - UNIVALI / SC
dc.source.none.fl_str_mv Turismo: Visão e Ação; Vol. 8 No. 3 (2006); 361-378
Turismo: Visão e Ação; Vol. 8 Núm. 3 (2006); 361-378
Turismo: Visão e Ação; v. 8 n. 3 (2006); 361-378
1983-7151
1415-6393
10.14210/rtva.v8i3
reponame:Turismo : Visão e Ação (Online)
instname:Universidade do Vale do Itajaí (UNIVALI)
instacron:UNIVALI
instname_str Universidade do Vale do Itajaí (UNIVALI)
instacron_str UNIVALI
institution UNIVALI
reponame_str Turismo : Visão e Ação (Online)
collection Turismo : Visão e Ação (Online)
repository.name.fl_str_mv Turismo : Visão e Ação (Online) - Universidade do Vale do Itajaí (UNIVALI)
repository.mail.fl_str_mv luiz.flores@univali.br || revistaturismo@univali.br
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