The Evolution of Expectations of and Attitudes Toward Online Travel Agencies Over Time

Abstract

The basic premise of this research is that customer satisfaction with online travel agencies (OTAs) is dynamic in nature. In this context, it still remains unclear what role satisfaction plays in affecting expectations and attitudes toward an online travel agent over time. The study thus utilizes longitudinal data from 353 customers of OTAs to test temporal and carryover effects pertaining to satisfaction. Results indicate that the temporal effect of the expectations-attitudes linkage decreases over time. Carryover effects suggest that customers integrate both pre- and post-travel assessments of expectations and attitudes when evaluating satisfaction.