Abstract
The article deals with the design of the websites of travel agencies online, identifying the main variables appropriately summarized in a few key dimensions. The results show the importance of the relational dimension to the websites of travel agencies online the relevance of which is neglected by many existing models in the literature. The results show some managerial implications addressed to the leaders of the websites of travel agencies online.
Riferimenti bibliografici
Agarwal, R., Venkatesh, V. (2002). Assessing a firm's Web presence: A heuristic evaluation procedure for the measurement of usability. Information Systems Research, 13(2), 168-186.
Aladwani, A. M., Palvia, P. C. (2002). Developing and validating an instrument for measuring user-perceived web quality. Information and Management, 39(6), 467-476.
Barbaranelli, C. (2006). Analisi dei dati con SPSS II. Le analisi multivariate: LED Edizioni Universitarie.
Bateson, J. , Hoffman, J. (2000). Gestire il marketing dei servizi: Apogeo.
Belanche, D., Casaló, L. V., Guinalíu, M. (2012). Website usability, consumer satisfaction and the intention to use a website: The moderating effect of perceived risk. Journal of Retailing and Consumer Services, 19(1), 124-132.
Benbunan-Fich, R. (2001). Using protocol analysis to evaluate the usability of a commercial web site. Information and Management, 39(2), 151-163.
Bonel, E. (2005), La vendita di prodotti turistici: Internet versus agenzia? Un’analisi dal punto di vista della domanda, Sinergie, n. 66, pp. 213-236
Busacca, B. (1989). Il comportamento del consumatore: approcci di studio, sviluppi analitici, prospettive di ricerca. Finanza Marketing e Produzione, dicembre.
Casaló, L., Flavián, C., Guinalíu, M. (2008). The role of perceived usability, reputation, satisfaction and consumer familiarity on the website loyalty formation process. Computers in Human Behavior, 24(2), 325-345.
Casarin, F. (1996), Il marketing dei prodotti turistici, Giappichelli, Torino
Chiou, W. C., Lin, C. C., Perng, C. (2010). A strategic framework for website evaluation based on a review of the literature from 1995-2006. Information and Management, 47(5-6), 282-290.
Cioppi, M. (2011). PMI e nuove tecnologie della comunicazione. Applicazioni gestionali ed implicazioni strategiche: Franco Angeli.
Costabile, M. (2002). Il capitale relazionale dell'impresa: McGraw-Hill Companies.
Couper, M. P., Traugott, M. W., Lamias, M. J. (2001). Web survey design and administration. Public Opinion Quarterly, 65(2), 230-253.
Cozzi, G., Ferrero, G. (2000). Marketing. Principi, metodi, tendenze evolutive: Giappichelli.
Dellaert, B., Ettema, F. (1998) “Multi faceted tourist travel decisions: a constrain-based conceptual framework to describe tourists’ sequential choices of travel components”, Tourism Management 19(4), 313-320
Erawan, T., Krairit, D., & Esichaikul, V. (2010). Development of tourist information search behavior model: The case of thailand. Paper presented at the PICMET '10 - Portland International Center for Management of Engineering and Technology, Proceedings - Technology Management for Global Economic Growth, 2930-2936
Fabris, G. (2008), Societing. Il marketing nella società postmoderna, Egea, Milano.
Ferrero, G. (1993). Il marketing relazionale. L'approccio delle scuole nordiche: Lint Editoriale.
Fodness, D., Murray, B. (1999). A model of tourist information search behavior, Journal of Travel Research, 37(3), 220-230.
Churchill, Jr, Gilbert A. (1979). A paradigm for developing better measures of marketing constructs, Journal of Marketing Research : 64-73
Goossens, C. (2000), Tourism information and pleasure motivation. Annals of Tourism Research, 27(2), 301-321
Grönroos, C. (2009). Management e marketing dei servizi. La gestione del cliente nel mercato dei servizi: ISEDI.
Gursoy, D., McCleary, K. W. (2004), An integrative model of tourists' information search behavior. Annals of Tourism Research, 31(2), 353-373.
Holmlund, M. (1997). Perceived Quality in Business Relationships: Swedish School of Economics and Business Administration.
Howard, J. A., Sheth, J. N. (1969). The theory of buyer behavior: Wiley.
Kaynama, S. A., Black, C. I. (2000). A proposal to assess the service quality of online travel agencies: An exploratory study. Journal of Professional Services Marketing, 21(1), 63-88.
Kotler, P., Bowen, J., Makens, J., (2003). Marketing del turismo, Mc Graw-Hill, Milano
Lambin, J. J. (2004). Marketing strategico e operativo: McGraw-Hill Companies.
Law, R., Qi, S., Buhalis, D. (2010). Progress in tourism management: A review of website evaluation in tourism research. Tourism Management, 31(3), 297-313.
Lee, Y., Kozar, K. (2012). Understanding of website usability: specifying and measuring constructs and their relationships. Decision Support System, 52(2), 450-463.
Mandelli, A. (1998). Internet Marketing. Milano: McGraw-Hill.
Mansfeld, Y. (1992). From motivation to actual travel. Annals of Tourism Research, 19(3), 399-419.
Mathieson, A., Wall G., (1982). Tourism: economic, physical and social impact, Longman, London.
McKinney, V., Yoon, K., Zahedi, F. (2002). The measurement of Web-customer satisfaction: An expectation and disconfirmation approach. Information Systems Research, 13(3), 296-315.
Mich, L. (2007). “La valutazione della qualità dei siti web”, in La comunicazione turistica. Viaggi reali e virtuali fra storia e turismo, Edizioni Kappa, Roma, pp. 403-414.
Mich, L., Franch, M. (2007). “Un approccio multi-step per la valutazione dell’usabilità del sito web di una destinazione turistica, in Il marketing dei talenti: Marketing e Tecnologia, Parma. Atti di: SIMKTG 2007, pp. 1-28
Mich, L., Franch, M., Martini, U. (2005). A modular approach to quality evaluation of tourist destination web sites: The quality model factory, Information and Communication Technologies in Tourism, n. 17, pp. 555-565
Morrison, A. M., Taylor, J. S., Douglas, A. (2004). Website Evaluation in Tourism and Hospitality. Journal of Travel & Tourism Marketing, 17(2-3), 233-251. doi: 10.1300/J073v17n02_18
Muylle, S., Moenaert, R., Despontin, M. (2004). The conceptualization and empirical validation of web site user satisfaction. Information and Management, 41(5), 543-560.
Neff, M. M., Turk, E., Kalishman, M. (2002). Web-based primer design for single nucleotide polymorphism analysis. Trends in Genetics, 18(12), 613-615.
Palmer, J. W. (2002). Web site usability, design, and performance metrics. Information Systems Research, 13(2), 151-167.
Parasuraman, A., Zeithaml, V. A., Malhotra, A. (2005). E-S-QUAL a multiple-item scale for assessing electronic service quality. Journal of Service Research, 7(3), 213-233.
Park, Y. A., Gretzel, U. (2007). Success factors for destination marketing web Sites: A qualitative meta-analysis. Journal of Travel Research, 46(1), 46-63.
Pascucci, F. (2009). Il marketing tra reale e virtuale. Sfide ed opportunità nell'era digitale: Esculapio.
Pencarelli, T., Cioppi, M., Splendiani S. (2011), Web communication nel turismo: analisi dei portali turistici delle regioni italiane, paper presentato al XXIII Convegno Annuale di Sinergie, Milano, 10-11 Novembre 2011
Pencarelli, T. (2010). Marketing e management del turismo. Trieste: Edizioni Goliardiche.
Pencarelli, T. , Betti, D. , Forlani, F., (2005). L’attività di ricerca di informazioni per la scelta del prodotto turistico, Sinergie, N. 66, 27-54
Prandelli, E., Verona, G. (2006). Marketing in rete. Oltre Internet verso il nuovo marketing: McGraw-Hill Companies.
Sirakaya, E., Woodside, A. G. (2005). Building and testing theories of decision making by travellers. Tourism Management, 26(6), 815-832.
Swarbrooke, J., Horner, S. (2007). Consumer behaviour in tourism. Routledge, London
Zviran, M., Glezer, C., Avni, I. (2006). User satisfaction from commercial web sites: The effect of design and use. Information and Management, 43(2), 157-178.
Zwick, W. R., Velicer, W. F. (1986). Comparison of Five Rules for Determining the Number of Components to Retain. Psychological Bulletin, 99(3), 432-442.
Aladwani, A. M., Palvia, P. C. (2002). Developing and validating an instrument for measuring user-perceived web quality. Information and Management, 39(6), 467-476.
Barbaranelli, C. (2006). Analisi dei dati con SPSS II. Le analisi multivariate: LED Edizioni Universitarie.
Bateson, J. , Hoffman, J. (2000). Gestire il marketing dei servizi: Apogeo.
Belanche, D., Casaló, L. V., Guinalíu, M. (2012). Website usability, consumer satisfaction and the intention to use a website: The moderating effect of perceived risk. Journal of Retailing and Consumer Services, 19(1), 124-132.
Benbunan-Fich, R. (2001). Using protocol analysis to evaluate the usability of a commercial web site. Information and Management, 39(2), 151-163.
Bonel, E. (2005), La vendita di prodotti turistici: Internet versus agenzia? Un’analisi dal punto di vista della domanda, Sinergie, n. 66, pp. 213-236
Busacca, B. (1989). Il comportamento del consumatore: approcci di studio, sviluppi analitici, prospettive di ricerca. Finanza Marketing e Produzione, dicembre.
Casaló, L., Flavián, C., Guinalíu, M. (2008). The role of perceived usability, reputation, satisfaction and consumer familiarity on the website loyalty formation process. Computers in Human Behavior, 24(2), 325-345.
Casarin, F. (1996), Il marketing dei prodotti turistici, Giappichelli, Torino
Chiou, W. C., Lin, C. C., Perng, C. (2010). A strategic framework for website evaluation based on a review of the literature from 1995-2006. Information and Management, 47(5-6), 282-290.
Cioppi, M. (2011). PMI e nuove tecnologie della comunicazione. Applicazioni gestionali ed implicazioni strategiche: Franco Angeli.
Costabile, M. (2002). Il capitale relazionale dell'impresa: McGraw-Hill Companies.
Couper, M. P., Traugott, M. W., Lamias, M. J. (2001). Web survey design and administration. Public Opinion Quarterly, 65(2), 230-253.
Cozzi, G., Ferrero, G. (2000). Marketing. Principi, metodi, tendenze evolutive: Giappichelli.
Dellaert, B., Ettema, F. (1998) “Multi faceted tourist travel decisions: a constrain-based conceptual framework to describe tourists’ sequential choices of travel components”, Tourism Management 19(4), 313-320
Erawan, T., Krairit, D., & Esichaikul, V. (2010). Development of tourist information search behavior model: The case of thailand. Paper presented at the PICMET '10 - Portland International Center for Management of Engineering and Technology, Proceedings - Technology Management for Global Economic Growth, 2930-2936
Fabris, G. (2008), Societing. Il marketing nella società postmoderna, Egea, Milano.
Ferrero, G. (1993). Il marketing relazionale. L'approccio delle scuole nordiche: Lint Editoriale.
Fodness, D., Murray, B. (1999). A model of tourist information search behavior, Journal of Travel Research, 37(3), 220-230.
Churchill, Jr, Gilbert A. (1979). A paradigm for developing better measures of marketing constructs, Journal of Marketing Research : 64-73
Goossens, C. (2000), Tourism information and pleasure motivation. Annals of Tourism Research, 27(2), 301-321
Grönroos, C. (2009). Management e marketing dei servizi. La gestione del cliente nel mercato dei servizi: ISEDI.
Gursoy, D., McCleary, K. W. (2004), An integrative model of tourists' information search behavior. Annals of Tourism Research, 31(2), 353-373.
Holmlund, M. (1997). Perceived Quality in Business Relationships: Swedish School of Economics and Business Administration.
Howard, J. A., Sheth, J. N. (1969). The theory of buyer behavior: Wiley.
Kaynama, S. A., Black, C. I. (2000). A proposal to assess the service quality of online travel agencies: An exploratory study. Journal of Professional Services Marketing, 21(1), 63-88.
Kotler, P., Bowen, J., Makens, J., (2003). Marketing del turismo, Mc Graw-Hill, Milano
Lambin, J. J. (2004). Marketing strategico e operativo: McGraw-Hill Companies.
Law, R., Qi, S., Buhalis, D. (2010). Progress in tourism management: A review of website evaluation in tourism research. Tourism Management, 31(3), 297-313.
Lee, Y., Kozar, K. (2012). Understanding of website usability: specifying and measuring constructs and their relationships. Decision Support System, 52(2), 450-463.
Mandelli, A. (1998). Internet Marketing. Milano: McGraw-Hill.
Mansfeld, Y. (1992). From motivation to actual travel. Annals of Tourism Research, 19(3), 399-419.
Mathieson, A., Wall G., (1982). Tourism: economic, physical and social impact, Longman, London.
McKinney, V., Yoon, K., Zahedi, F. (2002). The measurement of Web-customer satisfaction: An expectation and disconfirmation approach. Information Systems Research, 13(3), 296-315.
Mich, L. (2007). “La valutazione della qualità dei siti web”, in La comunicazione turistica. Viaggi reali e virtuali fra storia e turismo, Edizioni Kappa, Roma, pp. 403-414.
Mich, L., Franch, M. (2007). “Un approccio multi-step per la valutazione dell’usabilità del sito web di una destinazione turistica, in Il marketing dei talenti: Marketing e Tecnologia, Parma. Atti di: SIMKTG 2007, pp. 1-28
Mich, L., Franch, M., Martini, U. (2005). A modular approach to quality evaluation of tourist destination web sites: The quality model factory, Information and Communication Technologies in Tourism, n. 17, pp. 555-565
Morrison, A. M., Taylor, J. S., Douglas, A. (2004). Website Evaluation in Tourism and Hospitality. Journal of Travel & Tourism Marketing, 17(2-3), 233-251. doi: 10.1300/J073v17n02_18
Muylle, S., Moenaert, R., Despontin, M. (2004). The conceptualization and empirical validation of web site user satisfaction. Information and Management, 41(5), 543-560.
Neff, M. M., Turk, E., Kalishman, M. (2002). Web-based primer design for single nucleotide polymorphism analysis. Trends in Genetics, 18(12), 613-615.
Palmer, J. W. (2002). Web site usability, design, and performance metrics. Information Systems Research, 13(2), 151-167.
Parasuraman, A., Zeithaml, V. A., Malhotra, A. (2005). E-S-QUAL a multiple-item scale for assessing electronic service quality. Journal of Service Research, 7(3), 213-233.
Park, Y. A., Gretzel, U. (2007). Success factors for destination marketing web Sites: A qualitative meta-analysis. Journal of Travel Research, 46(1), 46-63.
Pascucci, F. (2009). Il marketing tra reale e virtuale. Sfide ed opportunità nell'era digitale: Esculapio.
Pencarelli, T., Cioppi, M., Splendiani S. (2011), Web communication nel turismo: analisi dei portali turistici delle regioni italiane, paper presentato al XXIII Convegno Annuale di Sinergie, Milano, 10-11 Novembre 2011
Pencarelli, T. (2010). Marketing e management del turismo. Trieste: Edizioni Goliardiche.
Pencarelli, T. , Betti, D. , Forlani, F., (2005). L’attività di ricerca di informazioni per la scelta del prodotto turistico, Sinergie, N. 66, 27-54
Prandelli, E., Verona, G. (2006). Marketing in rete. Oltre Internet verso il nuovo marketing: McGraw-Hill Companies.
Sirakaya, E., Woodside, A. G. (2005). Building and testing theories of decision making by travellers. Tourism Management, 26(6), 815-832.
Swarbrooke, J., Horner, S. (2007). Consumer behaviour in tourism. Routledge, London
Zviran, M., Glezer, C., Avni, I. (2006). User satisfaction from commercial web sites: The effect of design and use. Information and Management, 43(2), 157-178.
Zwick, W. R., Velicer, W. F. (1986). Comparison of Five Rules for Determining the Number of Components to Retain. Psychological Bulletin, 99(3), 432-442.
Copyright and licensing: The journal supports the principles contained in the Berlin Declaration on Open Access to scientific literature (2003), reiterated in the Italian CRUI Guidelines on Open Access journals. Copyright Notice: papers made open to the public are published under the CC BY--4.0 license.
Archiving : This journal uses the LOCKSS system to create an archiving system, which is distributed between participating libraries and enables them to search through the permanent archives of the journal for the purposes of conservation and restoration. All journal data and publications are also saved and stored directly on the platform