Perceived value of the online environment of tourism agencies and its impacts on the purchase decision: the mediating role of attitude

Brandão, Marcelo Moll; Sincorá, Larissa Alves; Sarcinelli, Arthur França

Marcelo Moll Brandão E-mail: mollmkt@gmail.com

Research design

literature review

data collection

data analysis

discussion of results

Federal University of Espírito Santo (UFES), Vitória, ES, Brazil.

Marcelo Moll Brandão He has a PhD in Administration by EAESP/FGV with thesis developed in consumer behavior in retail (2012). He holds a degree in Business Administration from the Federal University of Espírito Santo (1996) and a Master’s Degree in Accounting from FUCAPE (2006). He was a researcher of the Study Project on Attracting Retailers in SP - CEV/FGV. Experience as a teacher of undergraduate and MBA programs, master’s, and doctoral degrees. He is a researcher in the field of marketing and his works are centered on themes such as: consumer behavior (influence of situational factors of the store environment on consumer behavior and responses, perception of crowding in service environments, influence of human factors in store environment) and marketing strategy (measurement of financial and economic results of marketing, influences of marketing activities on the value of companies, factors of attractiveness of retailers). He is currently a professor at the Federal University of Espírito Santo (UFES).

http://orcid.org/0000-0002-8593-734X

Larissa Alves Sincorá E-mail: sincora.larissa@gmail.com

literature review

data collection

data analysis

discussion of results

Federal University of Espírito Santo (UFES), Vitória, ES, Brazil.

Larissa Alves Sincorá She is a PhD student in Administration at the Federal University of Espírito Santo (UFES). She has degree in administration from the Federal University of Espírito Santo (2013) and a Master’s Degree in Administration (2016). She worked as an intern in the company Odebrecht Engineering & Construction (2008) and at the Secretary of State for Management and Human Resources (2012), in the Logistic Resources Management. She is currently a researcher at the Process Laboratory - Analytics (PROLAB-Analytics). Her research interests include: decision making, business analytics (BA), analytical capabilities, big data, business process management, supply chain, organizational resilience, organizational performance, structural equation modeling (SEM), experimental research, behavioral operations.

http://orcid.org/0000-0002-6590-7637

Arthur França Sarcinelli E-mail: thearthursarcinelli@gmail.com

literature review

data analysis

discussion of results

São Paulo School of Business Administration (FGV-EAESP), São Paulo, SP, Brazil.

Arthur França Sarcinelli He is a PhD student at the São Paulo School of Business Administration (EAESP/FGV). He holds a degree in Business Administration from the Federal University of Espírito Santo (2017) and a Master’s Degree in Administration (2019). Research interests: Behavioral pricing, Transformative Service Research and Environmental store factors.

http://orcid.org/0000-0002-3477-0228

Marcelo Moll Brandão

He has a PhD in Administration by EAESP/FGV with thesis developed in consumer behavior in retail (2012). He holds a degree in Business Administration from the Federal University of Espírito Santo (1996) and a Master’s Degree in Accounting from FUCAPE (2006). He was a researcher of the Study Project on Attracting Retailers in SP - CEV/FGV. Experience as a teacher of undergraduate and MBA programs, master’s, and doctoral degrees. He is a researcher in the field of marketing and his works are centered on themes such as: consumer behavior (influence of situational factors of the store environment on consumer behavior and responses, perception of crowding in service environments, influence of human factors in store environment) and marketing strategy (measurement of financial and economic results of marketing, influences of marketing activities on the value of companies, factors of attractiveness of retailers). He is currently a professor at the Federal University of Espírito Santo (UFES).

E-mail: mollmkt@gmail.com

Larissa Alves Sincorá

She is a PhD student in Administration at the Federal University of Espírito Santo (UFES). She has degree in administration from the Federal University of Espírito Santo (2013) and a Master’s Degree in Administration (2016). She worked as an intern in the company Odebrecht Engineering & Construction (2008) and at the Secretary of State for Management and Human Resources (2012), in the Logistic Resources Management. She is currently a researcher at the Process Laboratory - Analytics (PROLAB-Analytics). Her research interests include: decision making, business analytics (BA), analytical capabilities, big data, business process management, supply chain, organizational resilience, organizational performance, structural equation modeling (SEM), experimental research, behavioral operations.

E-mail: sincora.larissa@gmail.com

Arthur França Sarcinelli

He is a PhD student at the São Paulo School of Business Administration (EAESP/FGV). He holds a degree in Business Administration from the Federal University of Espírito Santo (2017) and a Master’s Degree in Administration (2019). Research interests: Behavioral pricing, Transformative Service Research and Environmental store factors.

E-mail: thearthursarcinelli@gmail.com

Editor: Glauber Eduardo de Oliveira Santos.

Construct	Item	Item translated	Reference
CE	CE1	I rate my online shopping experience level as high	(Agag & El-Masry, 2017Agag, G. M., & El-Masry, A. A. (2017). Why Do Consumers Trust Online Travel Websites? Drivers and Outcomes of Consumer Trust toward Online Travel Websites. Journal of Travel Research, 56(3), 347–369. http://doi.org/10.1177/0047287516643185 https://doi.org/10.1177/0047287516643185... )
	CE2	I classify my level of knowledge about the Internet as advanced
	CE3	My experience with the Internet, in years, is high
SR	SR1	This sales and relationship channel is well known	(Agag & El-Masry, 2017Agag, G. M., & El-Masry, A. A. (2017). Why Do Consumers Trust Online Travel Websites? Drivers and Outcomes of Consumer Trust toward Online Travel Websites. Journal of Travel Research, 56(3), 347–369. http://doi.org/10.1177/0047287516643185 https://doi.org/10.1177/0047287516643185... )
	SR2	This sales and relationship channel has a good reputation in the market
	SR3	This sales and relationship channel has a reputation for being honest
PSS	PSS1	This sales and relationship channel is a very large company	(Agag & El-Masry, 2017Agag, G. M., & El-Masry, A. A. (2017). Why Do Consumers Trust Online Travel Websites? Drivers and Outcomes of Consumer Trust toward Online Travel Websites. Journal of Travel Research, 56(3), 347–369. http://doi.org/10.1177/0047287516643185 https://doi.org/10.1177/0047287516643185... )
	PSS2	This sales and relationship channel is one of the largest travel suppliers in the market
	PSS3	This sales and relationship channel has a global presence
PEU	PEU1	I think learning to use the online channel would be easy	(Agag & El-Masry, 2017Agag, G. M., & El-Masry, A. A. (2017). Why Do Consumers Trust Online Travel Websites? Drivers and Outcomes of Consumer Trust toward Online Travel Websites. Journal of Travel Research, 56(3), 347–369. http://doi.org/10.1177/0047287516643185 https://doi.org/10.1177/0047287516643185... )
	PEU2	I think that interacting with online travel sites/apps does not require a lot of mental effort
	PEU3	I think it is easy to use the online channel to complete my travel tasks
PU	PU1	Buying a travel service through this channel and relationship helps me to clarify my doubts when planning a trip	(Agag & El-Masry, 2017Agag, G. M., & El-Masry, A. A. (2017). Why Do Consumers Trust Online Travel Websites? Drivers and Outcomes of Consumer Trust toward Online Travel Websites. Journal of Travel Research, 56(3), 347–369. http://doi.org/10.1177/0047287516643185 https://doi.org/10.1177/0047287516643185... )
	PU2	Buying a travel service through this channel and relationship helps me organize my trip in a more efficient way
	PU3	In general, buying travel service through this channel and relationship is very useful for planning trips
SQ	SQ1	This sales and relationship channel provides enough information	(Agag & El-Masry, 2017Agag, G. M., & El-Masry, A. A. (2017). Why Do Consumers Trust Online Travel Websites? Drivers and Outcomes of Consumer Trust toward Online Travel Websites. Journal of Travel Research, 56(3), 347–369. http://doi.org/10.1177/0047287516643185 https://doi.org/10.1177/0047287516643185... )
	SQ2	This sales and relationship channel provides reliable information
	SQ3	This sales and relationship channel provides reliable services
	SQ4	This sales and relationship channel guarantees the privacy and security of its customers
PS	PS1	When a customer has a problem, this company shows interest in solving it	(Caro & García, 2008Caro, L. M., & García, J. A. M. (2008). Developing a multidimensional and hierarchical service quality model for the travel agency industry. Tourism Management, 29(4), 706–720. http://dx.doi.org/10.1016/j.tourman.2007.07.014 https://doi.org/10.1016/j.tourman.2007.0... )
PS	PS2	Employees are able to handle customer complaints efficiently
eWOM	eWOM1	I would recommend this sales and relationship channel to anyone looking for my advice	(Román & Cuestas, 2008Román, S., & Cuestas, P. J. (2008). The perceptions of consumers regarding online retailers’ ethics and their relationship with consumers’ general internet expertise and word of mouth: A preliminary analysis. Journal of Business Ethics, 83(4), 641–656. https://doi.org/10.1007/s10551-007-9645-4 https://doi.org/10.1007/s10551-007-9645-... )
	eWOM2	I encourage friends and relatives to buy through this sales and relationship channel
	eWOM3	I say positive things about this sales and relationship channel to people
TRU	TRU1	I believe this type of sales channel is trustworthy	(Agag & El-Masry, 2017Agag, G. M., & El-Masry, A. A. (2017). Why Do Consumers Trust Online Travel Websites? Drivers and Outcomes of Consumer Trust toward Online Travel Websites. Journal of Travel Research, 56(3), 347–369. http://doi.org/10.1177/0047287516643185 https://doi.org/10.1177/0047287516643185... )
	TRU2	This sales channel is reliable
	TRU3	This sales channel has integrity
	TRU4	I believe that most companies in this type of sales channel will act for the benefit of the customer
ATT	ATT1	I like the idea of buying travel services through this sales and relationship channel	(Agag & El-Masry, 2017Agag, G. M., & El-Masry, A. A. (2017). Why Do Consumers Trust Online Travel Websites? Drivers and Outcomes of Consumer Trust toward Online Travel Websites. Journal of Travel Research, 56(3), 347–369. http://doi.org/10.1177/0047287516643185 https://doi.org/10.1177/0047287516643185... )
	ATT2	Buying travel services through this channel is a good idea
	ATT3	Buying travel services through this channel would be nice
PI	PI1	My desire to purchase a travel service through this sales channel is high	(Agag & El-Masry, 2017Agag, G. M., & El-Masry, A. A. (2017). Why Do Consumers Trust Online Travel Websites? Drivers and Outcomes of Consumer Trust toward Online Travel Websites. Journal of Travel Research, 56(3), 347–369. http://doi.org/10.1177/0047287516643185 https://doi.org/10.1177/0047287516643185... )
	PI2	If I buy a travel service, I would consider buying through this sales channel
	PI3	I intend to continue to quote through this sales and relationship channel in the future
	PI4	My intention is to continue using this sales channel instead of an alternative channel

Construct	Cronbach’s Alpha	Composite reliability
PI	.832	.888
ATT	.871	.921
TRU	.787	.864
CE	.783	.873
SR	.767	.866
PSS	.800	.882
PEU	.601	.779
PU	.852	.911
SQ	.885	.920
PS	.841	.926
eWOM	.833	.900

	ATT	CONF	EC	IC	PFU	PTS	PU	QS	RS	SP	eBAB
ATT1	0.912	0.627	0.208	0.750	0.258	0.328	0.427	0.457	0.416	0.361	0.500
ATT2	0.885	0.637	0.304	0.713	0.349	0.384	0.478	0.554	0.529	0.327	0.544
ATT3	0.877	0.623	0.168	0.730	0.257	0.345	0.449	0.498	0.482	0.422	0.539
CON1	0.599	0.834	0.129	0.591	0.206	0.344	0.371	0.476	0.400	0.319	0.487
CON2	0.602	0.860	0.199	0.598	0.322	0.318	0.501	0.630	0.522	0.418	0.543
CON3	0.564	0.814	0.128	0.544	0.172	0.276	0.331	0.506	0.394	0.395	0.486
CON4	0.434	0.609	-0.001	0.400	0.108	0.176	0.452	0.436	0.324	0.424	0.402
EC1	0.264	0.197	0.810	0.227	0.497	0.364	0.183	0.259	0.324	0.034	0.207
EC2	0.236	0.158	0.853	0.233	0.592	0.247	0.197	0.301	0.338	0.144	0.282
EC3	0.135	0.034	0.840	0.210	0.538	0.375	0.166	0.244	0.377	0.075	0.195
IC1	0.687	0.561	0.189	0.829	0.279	0.437	0.428	0.558	0.537	0.452	0.618
IC3	0.710	0.535	0.282	0.855	0.351	0.445	0.437	0.528	0.546	0.286	0.529
IC4	0.553	0.522	0.153	0.736	0.265	0.389	0.418	0.480	0.411	0.279	0.507
PFU1	0.233	0.197	0.427	0.297	0.749	0.216	0.249	0.324	0.351	0.169	0.267
PFU2	0.078	0.065	0.224	0.155	0.608	0.102	0.221	0.226	0.185	0.014	0.165
PFU3	0.330	0.270	0.668	0.357	0.837	0.314	0.371	0.497	0.489	0.129	0.389
PTS1	0.292	0.237	0.478	0.387	0.363	0.831	0.307	0.407	0.609	0.115	0.349
PTS2	0.370	0.401	0.279	0.464	0.207	0.893	0.429	0.464	0.634	0.289	0.434
PTS3	0.339	0.266	0.234	0.400	0.227	0.810	0.332	0.379	0.498	0.201	0.352
PU1	0.421	0.496	0.089	0.429	0.264	0.298	0.834	0.637	0.539	0.524	0.597
PU2	0.431	0.464	0.247	0.484	0.382	0.413	0.911	0.657	0.641	0.442	0.611
PU3	0.481	0.425	0.229	0.472	0.383	0.402	0.890	0.673	0.661	0.499	0.639
QS1	0.482	0.528	0.219	0.565	0.403	0.414	0.650	0.830	0.626	0.546	0.634
QS2	0.447	0.509	0.351	0.537	0.506	0.423	0.663	0.893	0.744	0.500	0.716
QS3	0.547	0.635	0.266	0.577	0.429	0.436	0.613	0.874	0.731	0.529	0.713
QS4	0.471	0.591	0.268	0.511	0.397	0.434	0.648	0.850	0.716	0.591	0.701
RS1	0.296	0.254	0.385	0.400	0.424	0.678	0.394	0.492	0.711	0.143	0.381
RS2	0.490	0.513	0.380	0.576	0.416	0.587	0.699	0.771	0.909	0.524	0.726
RS3	0.509	0.504	0.282	0.524	0.415	0.489	0.605	0.731	0.850	0.592	0.627
SP1	0.424	0.466	0.112	0.414	0.196	0.258	0.576	0.622	0.536	0.939	0.559
SP2	0.342	0.441	0.079	0.359	0.085	0.186	0.444	0.539	0.454	0.918	0.553
eBAB1	0.605	0.527	0.293	0.660	0.412	0.399	0.630	0.719	0.716	0.469	0.878
eBAB2	0.497	0.554	0.180	0.593	0.270	0.364	0.560	0.609	0.539	0.526	0.860
eBAB3	0.431	0.515	0.234	0.472	0.341	0.403	0.625	0.747	0.602	0.562	0.859

	ATT	CONF	EC	IC	PFU	PTS	PU	QS	RS	SP	eBAB
ATT	0.891
CONF	0.706	0.786
EC	0.254	0.156	0.835
IC	0.816	0.686	0.267	0.820
PFU	0.323	0.267	0.651	0.388	0.737
PTS	0.395	0.361	0.390	0.495	0.312	0.846
PU	0.506	0.523	0.218	0.526	0.393	0.424	0.879
QS	0.564	0.656	0.322	0.634	0.504	0.495	0.746	0.862
RS	0.533	0.528	0.415	0.612	0.500	0.689	0.701	0.818	0.827
SP	0.415	0.489	0.104	0.418	0.155	0.241	0.554	0.627	0.536	0.928
eBAB	0.592	0.614	0.275	0.665	0.397	0.450	0.701	0.802	0.719	0.598	0.866

[1] Marcelo Moll Brandão

He has a PhD in Administration by EAESP/FGV with thesis developed in consumer behavior in retail (2012). He holds a degree in Business Administration from the Federal University of Espírito Santo (1996) and a Master’s Degree in Accounting from FUCAPE (2006). He was a researcher of the Study Project on Attracting Retailers in SP - CEV/FGV. Experience as a teacher of undergraduate and MBA programs, master’s, and doctoral degrees. He is a researcher in the field of marketing and his works are centered on themes such as: consumer behavior (influence of situational factors of the store environment on consumer behavior and responses, perception of crowding in service environments, influence of human factors in store environment) and marketing strategy (measurement of financial and economic results of marketing, influences of marketing activities on the value of companies, factors of attractiveness of retailers). He is currently a professor at the Federal University of Espírito Santo (UFES).

Brasil

Brasil

Perceived value of the online environment of tourism agencies and its impacts on the purchase decision: the mediating role of attitude

Abstract