Please use this identifier to cite or link to this item: https://hdl.handle.net/20.500.14279/33499
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dc.contributor.authorLeonidou, Leonidas C.-
dc.contributor.authorAykol, Bilge-
dc.contributor.authorFotiadis, Thomas A.-
dc.contributor.authorChristodoulides, Paul-
dc.date.accessioned2025-01-10T09:28:05Z-
dc.date.available2025-01-10T09:28:05Z-
dc.date.issued2024-
dc.identifier.citationIMP Conference, 2024, 28-30 August, Oulou, Finlanden_US
dc.identifier.urihttps://hdl.handle.net/20.500.14279/33499-
dc.description.abstractAlthough the business relationship between a firm and its business partners can be vulnerable under a crisis situation and lead to detrimental effects on end-customers, when this is properly managed can produce favorable customer results. The goal of this study is to examine the effects of various aspects of the hotel - travel agent working relationship on its performance under an exogenous crisis situation, and how this ultimately impacts final customer satisfaction. Drawing on the relational exchange theory, we build a conceptual model connecting the quality, functionality, and conformity of the working relationship with relational performance and its subsequent impact on the hotel’s end-customer satisfaction. The model was tested using structural equation modeling using data collected from a survey among 190 hotels in Greece during the recent Covid-19 pandemic crisis, supplemented with secondary data on customer satisfaction. The results revealed that relational performance was positively affected by all variables comprising relationship quality (i.e., trust, commitment, cooperation), all variables referring to relationship functionality (i.e., coordination, communication, closeness), and two of the variables composing relationship conformity (i.e., solidarity, adaptation). It was also shown that the resulting relational performance had a positive effect on end-customer satisfaction.en_US
dc.formatpdfen_US
dc.language.isoenen_US
dc.rightsAttribution-NonCommercial-NoDerivatives 4.0 International*
dc.rights.urihttp://creativecommons.org/licenses/by-nc-nd/4.0/*
dc.titleManaging effectively hotel-travel agent relationships under an exogenous crisis: Its impact on customer satisfactionen_US
dc.typeConference Papersen_US
dc.linkhttps://www.oulu.fi/en/events/imp2024en_US
dc.collaborationUniversity of Cyprusen_US
dc.collaborationDokuz Eylül Universityen_US
dc.collaborationDemocritus University of Thraceen_US
dc.collaborationCyprus University of Technologyen_US
dc.subject.categoryElectrical Engineering - Electronic Engineering - Information Engineeringen_US
dc.countryCyprusen_US
dc.countryTurkeyen_US
dc.countryGreeceen_US
dc.subject.fieldEngineering and Technologyen_US
dc.relation.conferenceIMP 2024 Conferenceen_US
cut.common.academicyear2023-2024en_US
item.fulltextWith Fulltext-
item.openairecristypehttp://purl.org/coar/resource_type/c_c94f-
item.openairetypeconferenceObject-
item.grantfulltextopen-
item.languageiso639-1en-
item.cerifentitytypePublications-
crisitem.author.deptDepartment of Electrical Engineering, Computer Engineering and Informatics-
crisitem.author.facultyFaculty of Engineering and Technology-
crisitem.author.orcid0000-0002-2229-8798-
crisitem.author.parentorgFaculty of Engineering and Technology-
Appears in Collections:Δημοσιεύσεις σε συνέδρια /Conference papers or poster or presentation
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