Customer Perceived Value of Travel and Tourism Web Sites

The concept of customer value, based on the typology of consumer value and the value hierarchy model, is used to identify dimensions and expressions of what customer-perceived value is in travel and tourism web sites and how it is created.

Abstract

The continuing development and growth of the Internet imply that business and customers perceive that the Internet provides them with some kind of value. The Internet has also seen an increasing importance of user-generated content and utilisation of the Internet as a social medium. In this study the concept of customer value, based on the typology of consumer value (Holbrook, 1994; 1999) and the value hierarchy model (Woodruff & Gardial, 1996; Woodruff, 1997), is used to identify dimensions and expressions of what customer-perceived value is in travel and tourism web sites and how it is created. Moderately structured in-depth interviews are used to collect data. In the analysis connections between different types of value are presented and the lack of certain types of value is discussed.