Journal
JOURNAL OF TRAVEL & TOURISM MARKETING
Volume 37, Issue 6, Pages 756-772Publisher
ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
DOI: 10.1080/10548408.2020.1812468
Keywords
E-commerce; online trust; website trust; hybrid travel websites; transaction-based features; review-based features; consumer-generated content; behavioral intentions
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Funding
- Hong Kong Polytechnic University
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Since most travel websites have shifted from single-role (i.e. transaction- or review-based features) to dual-role platforms (i.e. both transaction- and review-based features), this study proposes a modified model which outlines all antecedents and consequences of customers' trust in hybrid travel websites. Survey responses provided by 610 hybrid travel website users show consumers' trust propensity, perceived company reputation, perceived website security, perceived website reliability, perceived reviewer credibility, and perceived review quality to be positive and significant predictors of trust in hybrid travel websites. The findings also show that trust is a linchpin in determining consumers' intention to purchase, follow, and recommend.
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