Skip to main content
SpringerLink
Log in

Impacts of the Internet on Travel Satisfaction and Overall Life Satisfaction

  • Chapter
  • First Online:
Handbook of Tourism and Quality-of-Life Research

Part of the book series: International Handbooks of Quality-of-Life ((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.

This is a preview of subscription content, log in via an institution to check access.

Access this chapter

Log in via an institution
Chapter
USD 29.95
Price excludes VAT (USA)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever
eBook
USD 259.00
Price excludes VAT (USA)
  • Available as EPUB and PDF
  • Read on any device
  • Instant download
  • Own it forever
Softcover Book
USD 329.99
Price excludes VAT (USA)
  • Compact, lightweight edition
  • Dispatched in 3 to 5 business days
  • Free shipping worldwide - see info
Hardcover Book
USD 329.99
Price excludes VAT (USA)
  • Durable hardcover edition
  • Dispatched in 3 to 5 business days
  • Free shipping worldwide - see info

Tax calculation will be finalised at checkout

Purchases are for personal use only

Institutional subscriptions

References

  • Andrews, F. M., & Withey, S. B. (1976). Social indicators of well-being: America’s perception of quality of life. New York: Plenum.

    Google Scholar 

  • 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 

  • Australian Unity. (2010). Australian unity wellbeing index. Australian Unity. Retrieved from http://www.australianunitycorporate.com.au/community/auwi/Pages/default.aspx

  • Bartlett, F. C. (1932). Remembering: A study in experimental and social psychology. Cambridge: Cambridge University Press.

    Google Scholar 

  • 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.

  • Bettman, J. (1979). An information processing theory of consumer choice. Reading: Addison-Wesley Publishing.

    Google Scholar 

  • Bone, P., & Ellen, P. (1992). The generation and consequences of communication-evoked imagery. Journal of Consumer Research, 19(1), 93–104.

    Article  Google Scholar 

  • Bradburn, N. (1969). The structure of psychological well-being. Chicago: Aldine Publishing Company.

    Google Scholar 

  • Braun, K. (1999). Post-experience advertising effects on consumer memory. Journal of Consumer Research, 25(4), 319–334.

    Article  Google Scholar 

  • Braun-LaTour, K., Grinley, M., & Loftus, E. (2006). Tourist memory distortion. Journal of Travel Research, 44, 360–367.

    Article  Google Scholar 

  • Buhalis, D. (2003). eTourism: Information technology for strategic tourism management. London: Pearson (Financial Times/Prentice Hall).

    Google Scholar 

  • Buhalis, D., & Michopoulou, E. (2011). Information enabled tourism destination marketing: Addressing the accessibility market. Current Issues in Tourism, 14(2), 145-168.

    Google Scholar 

  • 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 

  • Buhalis, D., & O’Connor, P. (2005). Information communication technology – Revolutionising tourism. Tourism Recreation Research, 30(3), 7–16.

    Google Scholar 

  • Cadotte, E. R., Woodruff, R. B., & Jenkins, R. L. (1987). Expectations and norms in models of consumer satisfaction. Journal of Marketing, 24, 305–314.

    Article  Google Scholar 

  • Campbell, A., Converse, P., & Rodgers, W. (1976). The quality of American life. New York: Russell Sage.

    Google Scholar 

  • Cho, M., & Jang, S. (2008). Information value structure for vacation travel. Journal of Travel Research, 47, 72–83.

    Article  Google Scholar 

  • Chu, R. (2002). Stated-importance versus derived-importance. Journal of Services Marketing, 16, 285–301.

    Article  Google Scholar 

  • Chung, J., & Buhalis, D. (2008). Information needs in online social networks. Information Technology and Tourism, 10(4), 267–281.

    Article  Google Scholar 

  • Crompton, J. L. (1979). Motivations for pleasure vacation. Annals of Tourism Research, 6(1), 408–424.

    Article  Google Scholar 

  • Davis, B., & Stone, S. (1991). Food and beverage management. Oxford: Butterworth-Heinemann.

    Google Scholar 

  • 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.

    Article  Google Scholar 

  • Díaz, C., & Ruíz, M. (2002). The consumer’s reaction to delays in service. International Journal of Service Industry Management, 13, 118–140.

    Article  Google Scholar 

  • Diener, E. (1984). Subjective well-being. Psychological Bulletin, 95(3), 542–575.

    Article  Google Scholar 

  • Diener, E., & Suh, E. (1997). Measuring quality of life: Economic, social, and subjective indicators. Social Indicators Research, 40(1–2), 189–216.

    Article  Google Scholar 

  • 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.

    Article  Google Scholar 

  • 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 

  • 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.

    Article  Google Scholar 

  • Fenwick, R., & Tausig, M. (1994). The macroeconomic context of job stress. Journal of Health and Social Behavior, 35, 266–282.

    Article  Google Scholar 

  • Fodness, D. (1994). Measuring tourist motivation. Annals of Tourism Research, 21(3), 555–581.

    Article  Google Scholar 

  • 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 

  • Gilbert, D., & Abdullah, J. (2004). Holidaytaking and the sense of well-being. Annals of Tourism Research, 31(1), 103–121.

    Article  Google Scholar 

  • Gnoth, J. (1997). Tourism motivation and expectation formation. Annals of Tourism Research, 24(2), 283–304.

    Article  Google Scholar 

  • Goeldner, C., & Ritchie, J. R. B. (2006). Tourism: principles, practices, philosophies (10th ed.). Hoboken: Wiley.

    Google Scholar 

  • Grönroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing, 18, 36–44.

    Article  Google Scholar 

  • 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.

    Article  Google Scholar 

  • 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 

  • Jacobs, J., & Gerson, K. (1998). Who are the overworked Americans? Review of Social Economy, 56(4), 442–459.

    Article  Google Scholar 

  • 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.

    Article  Google Scholar 

  • 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.

    Article  Google Scholar 

  • 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 

  • 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.

    Article  Google Scholar 

  • Kahn, R. L., & Juster, F. T. (2002). Well-being: Concepts and measures. Journal of Social Issues, 58(4), 627–644.

    Article  Google Scholar 

  • Kahneman, D., & Krueger, A. (2006). Developments in the measurement of subjective well-being. Journal of Economic Perspective, 20(1), 3–24.

    Article  Google Scholar 

  • Kahneman, D., Krueger, A., Schkade, D., Schwarz, N., & Stone, A. (2004a). Toward national well-being accounts. The American Economic Review, 94(2), 429–434.

    Article  Google Scholar 

  • 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.

    Article  Google Scholar 

  • 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.

    Article  Google Scholar 

  • Klenosky, D. (2002). The “pull” of tourism destinations: A means-end investigation. Journal of Travel Research, 40, 385–395.

    Article  Google Scholar 

  • 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.

    Article  Google Scholar 

  • 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.

    Article  Google Scholar 

  • Liljander, V., & Strandvik, T. (1997). Emotions in service satisfaction. International Journal of Service Industry Management, 8, 148–169.

    Article  Google Scholar 

  • MacInnis, D., & Price, L. (1987). The role of imagery in information processing: Review and extensions. Journal of Consumer Research, 13(4), 473–491.

    Article  Google Scholar 

  • Maslow, A. H. (1970). Motivation and personality (2nd ed.). New York: Harper & Row.

    Google Scholar 

  • 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 

  • Mela, D. J. (1999). Food choice and intake: The human factor. Proceedings of the Nutrition Society, 58, 513–521.

    Article  Google Scholar 

  • 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.

    Article  Google Scholar 

  • 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.

    Article  Google Scholar 

  • 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.

    Article  Google Scholar 

  • Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1991). Refinement and reassessment of the SERVQUAL scale. Journal of Retailing, 67, 420–450.

    Google Scholar 

  • Parker, C., & Mathews, B. (2001). Customer satisfaction: Contrasting academic and consumers’ interpretations. Marketing Intelligence & Planning, 19, 38–44.

    Article  Google Scholar 

  • 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 

  • Pearce, P., & Lee, U. (2005). Developing the travel career approach to tourist motivation. Journal of Travel Research, 43, 226–237.

    Article  Google Scholar 

  • 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.

    Article  Google Scholar 

  • Pizam, A., & Ellis, T. (1999). Customer satisfaction and its measurement in hospitality enterprises. International Journal of Contemporary Hospitality Management, 11, 326–339.

    Article  Google Scholar 

  • 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 

  • Porter, M. (2001). Strategy and the Internet. Harvard Business Review, 79(3), 63–78.

    Google Scholar 

  • 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.

    Article  Google Scholar 

  • Ross, W. D. (1949). Aristotle (5th ed.). London: Methuen.

    Google Scholar 

  • 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.

    Article  Google Scholar 

  • 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.

    Article  Google Scholar 

  • Schlosser, A. (2006). Learning through virtual product experience: The role of imagery on true versus false memories. Journal of Consumer Research, 33, 377–383.

    Article  Google Scholar 

  • 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 

  • 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 

  • Sirgy, M. J. (2002). The psychology of quality of life. Dordrecht: Kluwer.

    Google Scholar 

  • 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:10.1177/0047287510362784

    Google Scholar 

  • 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.

    Article  Google Scholar 

  • 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.

    Article  Google Scholar 

  • Travel Industry Association of America. (2008). 2008 Research report: Outlook for travel & tourism. Washington: Travel Industry Association of America.

    Google Scholar 

  • 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 

  • 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 

  • Vogt, C., & Fesenmaier, D. (1998). Expanding the functional information search. Annals of Tourism Research, 25(3), 551–578.

    Article  Google Scholar 

  • 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

  • Wang, Y., & Fesenmaier, D. (2004). Towards understanding members’ general participation in and active contribution to an online travel community. Tourism Management, 25, 709–722.

    Article  Google Scholar 

  • 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.

    Article  Google Scholar 

  • 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 

  • 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 

  • World Health Organization (WHO). (2006). Basic documents. The Fifty-first World Health Assembly. Retrieved from www.who.int/governance/eb/who_constitution_en.pdf

  • Wu, C.-H. (2007). Enhancing quality of life by shifting importance perception among life domains. Journal of Happiness Studies, 10, 37–47.

    Article  Google Scholar 

Download references

Author information

Authors and Affiliations

  1. School of Tourism, Bournemouth University, Dorset House, Talbot Campus, Fern Barrow, Poole, Dorset, BH12 5BB, UK

    Soo Hyun Jun

  2. Foodservice and Applied Nutrition Research Group & Centre for Wellbeing and Quality of Life, School of Health and Social Care, Bournemouth University, Dorset House, Talbot Campus, Fern Barrow, Poole, Dorset, BH12 5BB, UK

    Heather J. Hartwell

  3. International Centre for Tourism and Hospitality Research, School of Tourism, Bournemouth University, Dorset House, Talbot Campus, Fern Barrow, Poole, Dorset, BH12 5BB, UK

    Dimitrios Buhalis

Authors
  1. Soo Hyun Jun
    View author publications

    You can also search for this author in PubMed Google Scholar

  2. Heather J. Hartwell
    View author publications

    You can also search for this author in PubMed Google Scholar

  3. Dimitrios Buhalis
    View author publications

    You can also search for this author in PubMed Google Scholar

Corresponding author

Correspondence to Soo Hyun Jun .

Editor information

Editors and Affiliations

  1. State University, Dept. Hospitality & Tourism Management, Virginia Polytechnic Institute &, Blacksburg, 24061, Virgin Islands, USA

    Muzaffer Uysal

  2. State University, Dept. Hospitality & Tourism Management, Virginia Polytechnic Institute &, Blacksburg, 24061, Virgin Islands, USA

    Richard Perdue

  3. Pamlin College of Business, Dept. Marketing, Virginia Polytechnic Institute, Pamplin Hall 2025, Blacksburg, 24061-0236, Virgin Islands, USA

    M. Joseph Sirgy

Rights and permissions

Reprints and permissions

Copyright information

© 2012 Springer Science+Business Media B.V.

About this chapter

Cite this chapter

Jun, S.H., Hartwell, H.J., Buhalis, D. (2012). Impacts of the Internet on Travel Satisfaction and Overall Life Satisfaction. In: Uysal, M., Perdue, R., Sirgy, M. (eds) Handbook of Tourism and Quality-of-Life Research. International Handbooks of Quality-of-Life. Springer, Dordrecht. https://doi.org/10.1007/978-94-007-2288-0_19

Download citation

Publish with us

Policies and ethics

Search

Navigation