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Tourist Loyalty and e-Services: A Comparison of Behavioural Impacts in Leipzig and Amsterdam

Romão, J., B. Neuts, P. Nijkamp, E. S. van Leeuwen (2015), "Tourist Loyalty and e-Services: A Comparison of Behavioural Impacts in Leipzig and Amsterdam", Journal of Urban Technology, 22(2), 85-101.
Abstract:

E-services are increasingly important communication tools for tourism providers but not all tourists prefer the same type of services. This work compares the preferences for e-services according to the characteristics of tourists and the implications on their expenditures during travel to the cities of Amsterdam and Leipzig. In addition, the determinants of satisfaction and loyalty according to the characteristics and motivations of the visitors in these cities are analyzed. Despite some important common tendencies, most of the relations under analysis in both structural models did not provide identical results for these two cities, emphasizing the heterogeneity of tourism destinations.