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    Customers' confidence and trust towards privacy policy: A conceptual research of hotel revenue management

    Access Status
    Fulltext not available
    Authors
    Tinggi, M.
    Jakpar, S.
    Chin, T.
    Shaikh, Junaid
    Date
    2011
    Type
    Journal Article
    
    Metadata
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    Citation
    Tinggi, M. and Jakpar, S. and Chin, T. and Shaikh, J. 2011. Customers' confidence and trust towards privacy policy: A conceptual research of hotel revenue management. International Journal of Revenue Management. 5 (4): pp. 350-368.
    Source Title
    International Journal of Revenue Management
    DOI
    10.1504/IJRM.2011.043795
    ISSN
    1474-7332
    School
    CBS International
    URI
    http://hdl.handle.net/20.500.11937/55457
    Collection
    • Curtin Research Publications
    Abstract

    This empirical research involves determination on customers' confidence on hotel's custodian of customers' personal information as Kao et al. (2008) suggests that increase customers' confidence may enhance customers' satisfaction experiential value and may imply revenue potential. Customers demand assurance that their personal data will be safe and secure. A confident and satisfied customer may spread favourable words of mouth about hotel privy image that will eventually bring about positive impact on revenue. Seventy randomly selected respondents were interviewed and distributed with closed structured questionnaire to investigate some chosen antecedents' variables, a determinant construct of customers' confidence and trust. The findings corroborate that customers' personal belief primarily contributes to their high level of confidence on hotel privacy policy. Therefore, in an effort to achieve a potential revenue management, the hoteliers have to be mindful of customers' belief, as a major driver for consumers enhanced confidence. Copyright © 2011 Inderscience Enterprises Ltd.

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