Advertisement

Impacts of the Internet on Travel Satisfaction and Overall Life Satisfaction

  • Soo Hyun Jun
  • Heather J. Hartwell
  • Dimitrios Buhalis
Part of the International Handbooks of Quality-of-Life book series (IHQL)

Abstract

The purpose of this chapter is to discuss the impacts of the Internet on travel satisfaction and ultimately the overall sense of well-being and/or quality-of-life (QOL). This chapter suggests overall life satisfaction as an operationalized dependent variable to measure an individual’s sense of well-being and QOL, and satisfaction in need constructs as an independent variable. Two conceptual models are proposed to explore the impacts of the Internet on travel satisfaction and overall life satisfaction. The first model focuses on the Internet role when it is considered as a tool for travel planning at a pretrip stage, and the second model focuses on the Internet role when it is considered as a social platform on a Web 2.0 environment where people share travel information after a trip, communicate, and socialize with others. Two significant roles of the Internet in satisfaction formation and satisfaction modification are found. In terms of satisfaction formation, the greater amount of transparent and reliable information collected through the Internet at the pretrip stage helps individuals adjust expectations to be realistic, and the realistic expectation leads to reduce the negative satisfaction disconfirmation and maintain a higher level of satisfaction. In terms of satisfaction modification, postconsumption experiences at the social platform reconstruct previous memories and accordingly modify satisfaction. The modified satisfaction eventually influences overall life satisfaction.

Keywords

Life Satisfaction False Recall Travel Planning Travel Information Travel Experience 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.

References

  1. Andrews, F. M., & Withey, S. B. (1976). Social indicators of well-being: America’s perception of quality of life. New York: Plenum.Google Scholar
  2. Au, N., Buhalis, D., & Law, R. (2009). Complaints on the online environment: The case of Hong Kong hotels. In Proceedings of ENTER 2009 (pp. 73–86). Amsterdam: Springer-Verlag, Wien. ISBN: 9783211939703.Google Scholar
  3. Australian Unity. (2010). Australian unity wellbeing index. Australian Unity. Retrieved from http://www.australianunitycorporate.com.au/community/auwi/Pages/default.aspx
  4. Bartlett, F. C. (1932). Remembering: A study in experimental and social psychology. Cambridge: Cambridge University Press.Google Scholar
  5. Bell, D. (2005). Well-being and quality of life: Measuring the benefits of culture and sport. Scottish Executive Social Research. Retrieved from “http://taw.bournemouth.ac.uk/owa/redir.aspx?C=d74bbe7d9a6448288112ea7de757ccf7&URL= http%3a%2f%2fwww.scotland.gov.uk%2fPublications%2f2006%2f01%2f13110743%2f14 ” \t “_blank”www.scotland.gov.uk/Publications/2006/01/13110743/14.
  6. Bettman, J. (1979). An information processing theory of consumer choice. Reading: Addison-Wesley Publishing.Google Scholar
  7. Bone, P., & Ellen, P. (1992). The generation and consequences of communication-evoked imagery. Journal of Consumer Research, 19(1), 93–104.CrossRefGoogle Scholar
  8. Bradburn, N. (1969). The structure of psychological well-being. Chicago: Aldine Publishing Company.Google Scholar
  9. Braun, K. (1999). Post-experience advertising effects on consumer memory. Journal of Consumer Research, 25(4), 319–334.CrossRefGoogle Scholar
  10. Braun-LaTour, K., Grinley, M., & Loftus, E. (2006). Tourist memory distortion. Journal of Travel Research, 44, 360–367.CrossRefGoogle Scholar
  11. Buhalis, D. (2003). eTourism: Information technology for strategic tourism management. London: Pearson (Financial Times/Prentice Hall).Google Scholar
  12. Buhalis, D., & Michopoulou, E. (2011). Information enabled tourism destination marketing: Addressing the accessibility market. Current Issues in Tourism, 14(2), 145-168.Google Scholar
  13. Buhalis, D., & Michopoulou, E. (2010). Information-enabled tourism destination marketing: Addressing the accessibility market. Current Issues in Tourism, 13(6), Accepted in print.Google Scholar
  14. Buhalis, D., & O’Connor, P. (2005). Information communication technology – Revolutionising tourism. Tourism Recreation Research, 30(3), 7–16.Google Scholar
  15. Cadotte, E. R., Woodruff, R. B., & Jenkins, R. L. (1987). Expectations and norms in models of consumer satisfaction. Journal of Marketing, 24, 305–314.CrossRefGoogle Scholar
  16. Campbell, A., Converse, P., & Rodgers, W. (1976). The quality of American life. New York: Russell Sage.Google Scholar
  17. Cho, M., & Jang, S. (2008). Information value structure for vacation travel. Journal of Travel Research, 47, 72–83.CrossRefGoogle Scholar
  18. Chu, R. (2002). Stated-importance versus derived-importance. Journal of Services Marketing, 16, 285–301.CrossRefGoogle Scholar
  19. Chung, J., & Buhalis, D. (2008). Information needs in online social networks. Information Technology and Tourism, 10(4), 267–281.CrossRefGoogle Scholar
  20. Crompton, J. L. (1979). Motivations for pleasure vacation. Annals of Tourism Research, 6(1), 408–424.CrossRefGoogle Scholar
  21. Davis, B., & Stone, S. (1991). Food and beverage management. Oxford: Butterworth-Heinemann.Google Scholar
  22. De Bloom, J., Kompier, M., Geurts, S., De Weerth, C., Taris, T., & Sonnentag, S. (2009). Do we recover from vacation? Meta-analysis of vacation effects on health and well-being. Journal of Occupational Health, 51(1), 13–25.CrossRefGoogle Scholar
  23. Díaz, C., & Ruíz, M. (2002). The consumer’s reaction to delays in service. International Journal of Service Industry Management, 13, 118–140.CrossRefGoogle Scholar
  24. Diener, E. (1984). Subjective well-being. Psychological Bulletin, 95(3), 542–575.CrossRefGoogle Scholar
  25. Diener, E., & Suh, E. (1997). Measuring quality of life: Economic, social, and subjective indicators. Social Indicators Research, 40(1–2), 189–216.CrossRefGoogle Scholar
  26. Dubé, L., & Menon, K. (2000). Multiple roles of consumption emotions in post-purchase satisfaction with extended service transactions. International Journal of Service Management, 11, 287–304.CrossRefGoogle Scholar
  27. Easterlin, R. (2003). Building a better theory of well-being. In Proceedings of the paradoxes of happiness in economics conference. University of Milano-Bicocca, Italy.Google Scholar
  28. Fenech, T., & O’Cass, A. (2001). Internet users’ adoption of Web retailing: User and product dimensions. The Journal of Product and Brand Management, 10(6), 361–381.CrossRefGoogle Scholar
  29. Fenwick, R., & Tausig, M. (1994). The macroeconomic context of job stress. Journal of Health and Social Behavior, 35, 266–282.CrossRefGoogle Scholar
  30. Fodness, D. (1994). Measuring tourist motivation. Annals of Tourism Research, 21(3), 555–581.CrossRefGoogle Scholar
  31. Galloway, S. (2006). Well-being and quality of life: Measuring the benefits of culture and sport. Scottish Executive Social Research. Retrieved from www.scotland.gov.uk/Publications/2006/01/13110743/14 Google Scholar
  32. Gilbert, D., & Abdullah, J. (2004). Holidaytaking and the sense of well-being. Annals of Tourism Research, 31(1), 103–121.CrossRefGoogle Scholar
  33. Gnoth, J. (1997). Tourism motivation and expectation formation. Annals of Tourism Research, 24(2), 283–304.CrossRefGoogle Scholar
  34. Goeldner, C., & Ritchie, J. R. B. (2006). Tourism: principles, practices, philosophies (10th ed.). Hoboken: Wiley.Google Scholar
  35. Grönroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing, 18, 36–44.CrossRefGoogle Scholar
  36. Hagerty, M. R., Cummins, R. A., Ferriss, A. L., Land, K., Michalos, A. C., Peterson, M., et al. (2001). Quality of life indexes for national policy: Review and agenda for research. Social Indicators Research, 55(1), 1–96.CrossRefGoogle Scholar
  37. Howell, R., Chenot, D., Hill, G., & Howell, C. (2009). Momentary happiness: The role of psychological need satisfaction. Journal of Happiness Studies. doi:10.1007/s10902-009-9166-1.Google Scholar
  38. Jacobs, J., & Gerson, K. (1998). Who are the overworked Americans? Review of Social Economy, 56(4), 442–459.CrossRefGoogle Scholar
  39. Johnson, M., Foley, M., Suengas, A., & Raye, C. (1988). Phenomenal characteristics of memories for perceived and imagined autobiographical events. Journal of Experimental Psychology. General, 117, 371–376.CrossRefGoogle Scholar
  40. Jones, P., & Ioannou, A. (1993). Measuring guest satisfaction in UK-based international hotel chains: Principles and practice. International Journal of Contemporary Hospitality Management, 5, 27–31.CrossRefGoogle Scholar
  41. Jun, S., & Gibson, H. (2007). Impact of goal and information type on attitudinal and intentional behavior in tourism contexts. In Proceedings from the 3 rd student research symposium of the annual travel and tourism research association Canada Conference, Charlottetown, Canada.Google Scholar
  42. Jun, S., Vogt, C., & MacKay, K. (2007). Relationships between travel information search and travel product purchase in pre-trip contexts. Journal of Travel Research, 45, 266–274.CrossRefGoogle Scholar
  43. Kahn, R. L., & Juster, F. T. (2002). Well-being: Concepts and measures. Journal of Social Issues, 58(4), 627–644.CrossRefGoogle Scholar
  44. Kahneman, D., & Krueger, A. (2006). Developments in the measurement of subjective well-being. Journal of Economic Perspective, 20(1), 3–24.CrossRefGoogle Scholar
  45. Kahneman, D., Krueger, A., Schkade, D., Schwarz, N., & Stone, A. (2004a). Toward national well-being accounts. The American Economic Review, 94(2), 429–434.CrossRefGoogle Scholar
  46. Kahneman, D., Krueger, A., Schkade, D., Schwarz, N., & Stone, A. (2004b). A survey method for characterizing daily life experience: The day reconstruction method. Science, 306, 1776–1780.CrossRefGoogle Scholar
  47. Kim, L. H., Qu, H., & Kim, D. (2009). A study of perceived risk and risk reduction of purchasing air-tickets online. Journal of Travel and Tourism Marketing, 26(3), 203–224.CrossRefGoogle Scholar
  48. Klenosky, D. (2002). The “pull” of tourism destinations: A means-end investigation. Journal of Travel Research, 40, 385–395.CrossRefGoogle Scholar
  49. Lakshmanan, A., & Krishnan, H. (2009). How does imagery in interactive consumption lead to false memory? A reconstructive memory perspective. Journal of Consumer Psychology, 19, 451–462.CrossRefGoogle Scholar
  50. Lampinen, J., & Smith, V. (1995). The incredible (and sometimes incredulous) child witness: Child witnesses’ sensitivity to source credibility cues. Journal of Applied Psychology, 80(5), 621–627.CrossRefGoogle Scholar
  51. Liljander, V., & Strandvik, T. (1997). Emotions in service satisfaction. International Journal of Service Industry Management, 8, 148–169.CrossRefGoogle Scholar
  52. MacInnis, D., & Price, L. (1987). The role of imagery in information processing: Review and extensions. Journal of Consumer Research, 13(4), 473–491.CrossRefGoogle Scholar
  53. Maslow, A. H. (1970). Motivation and personality (2nd ed.). New York: Harper & Row.Google Scholar
  54. McMahan, E., & Estes, D. (2010). Measuring lay conceptions of well-being: The beliefs about well-being scale. Journal of Happiness Studies, 12th March, 2010.Google Scholar
  55. Mela, D. J. (1999). Food choice and intake: The human factor. Proceedings of the Nutrition Society, 58, 513–521.CrossRefGoogle Scholar
  56. Nawijn, J., Marchand, M., Veenhoven, R., & Vingerhoets, A. (2010). Vacationers happier, but most not happier after a holiday. Applied Research in Quality of Life, 5, 35–47.CrossRefGoogle Scholar
  57. Oh, H., Uysal, M., & Weaver, P. (1995). Product bundles and market segments based on travel motivations: A canonical correlation approach. International Journal of Hospitality Management, 14(2), 123–137.CrossRefGoogle Scholar
  58. Parasuraman, A., Zeithaml, V., & Berry, L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(3), 41–50.CrossRefGoogle Scholar
  59. Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1991). Refinement and reassessment of the SERVQUAL scale. Journal of Retailing, 67, 420–450.Google Scholar
  60. Parker, C., & Mathews, B. (2001). Customer satisfaction: Contrasting academic and consumers’ interpretations. Marketing Intelligence & Planning, 19, 38–44.CrossRefGoogle Scholar
  61. Pearce, P. L. (1992). Fundamentals of tourist motivation. In D. G. Pearce & R. W. Butler (Eds.), Fundamentals of tourist motivation (pp. 113–134). London: Routledge.Google Scholar
  62. Pearce, P., & Lee, U. (2005). Developing the travel career approach to tourist motivation. Journal of Travel Research, 43, 226–237.CrossRefGoogle Scholar
  63. Philip, G., & Hazlett, S. A. (1997). The measurement of service quality: A new P-C-P attributes model. International Journal of Quality and Reliability Management, 14, 260–286.CrossRefGoogle Scholar
  64. Pizam, A., & Ellis, T. (1999). Customer satisfaction and its measurement in hospitality enterprises. International Journal of Contemporary Hospitality Management, 11, 326–339.CrossRefGoogle Scholar
  65. Pollard, E. L., & Lee, P. D. (2003). Child well-being: a systematic review of the literature. Social Indicators Research, 61(1), 59–78.Google Scholar
  66. Porter, M. (2001). Strategy and the Internet. Harvard Business Review, 79(3), 63–78.Google Scholar
  67. Reis, H. T., Sheldon, K. M., Gable, S. L., Roscoe, J., & Ryan, R. M. (2000). Daily well-being; The role of autonomy, competence and relatedness. Personality and Social Psychology Bulletin, 26, 419–435.CrossRefGoogle Scholar
  68. Ross, W. D. (1949). Aristotle (5th ed.). London: Methuen.Google Scholar
  69. Ryan, R., & Decci, E. L. (2000). Self-determination theory and the facilitation of intrinsic motivation, social development and well-being. American Psychologist, 55, 68–78.CrossRefGoogle Scholar
  70. Schlosser, A. (2003). Experiencing products in the virtual world: The role of goal and imagery in influencing attitudes versus purchase intention. Journal of Consumer Research, 30, 184–198.CrossRefGoogle Scholar
  71. Schlosser, A. (2006). Learning through virtual product experience: The role of imagery on true versus false memories. Journal of Consumer Research, 33, 377–383.CrossRefGoogle Scholar
  72. Schwartz, N. (1988). Development of a scale to measure client satisfaction with ambulatory nutritional care. Journal of the Canadian Dietetic Association, 49, 163–167.Google Scholar
  73. Sharone, O. (2004). Engineering overwork: Bell-curve management at a high-tech firm. In C. F. Epstein & A. L. Kalleberg (Eds.), Fighting for time: Shifting boundaries of work and social life (pp. 191–218). New York: Russell Sage.Google Scholar
  74. Sirgy, M. J. (2002). The psychology of quality of life. Dordrecht: Kluwer.Google Scholar
  75. Sirgy, M. J., Kruger, P. S., Lee, D., & Yu, G. (2010). How does a travel trip affect tourists’ life satisfaction? Journal of Travel Research, 1–15. Journal of Travel Research Online First, published on March 19, 2010 as doi:10.1177/0047287510362784Google Scholar
  76. Smith, R. (1993). Integrating information from advertising and trial: Processes and effects on consumer response to product information. Journal of Marketing Research, 30(2), 204–219.CrossRefGoogle Scholar
  77. Sönmez, S., & Graefe, A. (1998). Determining future travel behavior from past travel experience and perceptions of risk and safety. Journal of Travel Research, 37, 171–177.CrossRefGoogle Scholar
  78. Travel Industry Association of America. (2008). 2008 Research report: Outlook for travel & tourism. Washington: Travel Industry Association of America.Google Scholar
  79. Turban, E., King, D., McKay, J., Marshall, P., Lee, J., & Viehland, D. (2008). Electronic commerce 2008: A managerial perspective. Upper Saddle River: Pearson Education, Inc.Google Scholar
  80. Veenhoven, R. (2006). How do we assess how happy we are? Tenets, implications and tenability of three theories. Notre Dame: University of Notre Dame.Google Scholar
  81. Vogt, C., & Fesenmaier, D. (1998). Expanding the functional information search. Annals of Tourism Research, 25(3), 551–578.CrossRefGoogle Scholar
  82. Wallis, C. (2005). The new science of happiness. Time in Partnership with CNN. Retrieved from http://www.time.com/time/magazine/article/0,9171,1015902,00.html
  83. Wang, Y., & Fesenmaier, D. (2004). Towards understanding members’ general participation in and active contribution to an online travel community. Tourism Management, 25, 709–722.CrossRefGoogle Scholar
  84. Wei, S., & Milman, A. (2002). The impact of participation in activities while on vacation on seniors’ psychological well-being: A path model application. Journal of Hospitality and Tourism Research, 26, 175–185.CrossRefGoogle Scholar
  85. Wöber, K. (2006). Domain specific search engines. In D. R. Fesenmaier, K. Wöber, & H. Werthner (Eds.), Destination recommendation systems: Behavioral foundations and applications. Wallingford: CABI.Google Scholar
  86. Wolters, F. K., & Fridgen, J. D. (1996). The impact of technology on leisure. In R. L. Custer & A. E. Wiens (Eds.), Technology and the quality of life (pp. 459–500). New York: Glencoe.Google Scholar
  87. World Health Organization (WHO). (2006). Basic documents. The Fifty-first World Health Assembly. Retrieved from www.who.int/governance/eb/who_constitution_en.pdf
  88. Wu, C.-H. (2007). Enhancing quality of life by shifting importance perception among life domains. Journal of Happiness Studies, 10, 37–47.CrossRefGoogle Scholar

Copyright information

© Springer Science+Business Media B.V. 2012

Authors and Affiliations

  • Soo Hyun Jun
    • 1
  • Heather J. Hartwell
    • 2
  • Dimitrios Buhalis
    • 3
  1. 1.School of TourismBournemouth UniversityDorsetUK
  2. 2.Foodservice and Applied Nutrition Research Group & Centre for Wellbeing and Quality of Life, School of Health and Social CareBournemouth UniversityDorsetUK
  3. 3.International Centre for Tourism and Hospitality Research, School of TourismBournemouth UniversityDorsetUK

Personalised recommendations