Marketing i Zarządzanie

Previously: Zeszyty Naukowe Uniwersytetu Szczecińskiego. Problemy Zarządzania, Finansów i Marketingu


ISSN: 2450-775X    OAI    DOI: 10.18276/miz.2018.52-20
CC BY-SA   Open Access 

Issue archive / nr 2 (52) 2018
Problem dezinformacji konsumentów poszukujących informacji o usługach turystycznych za pośrednictwem internetu
(The Problem of Disinformation of the Consumer Searching for Information on Tourist Services via the Internet)

Authors: Tomasz Szopiński
Wyższa Szkoła Finansów i Zarządzania w Warszawie, Wydział Zarządzania i Finansów
Keywords: tourist services consumer internet disinformation purchasing risk
Data publikacji całości:2018
Page range:9 (215-223)
Klasyfikacja JEL: D12 L83
Cited-by (Crossref) ?:

Abstract

The internet plays a special role in the process of searching for information on tourist services. Consumers may easily compare prices of tourist services and read the opinions of others about selected service providers. However, the internet may also be a source of disinformation. The disinformation is presented as fake comments about tourist destinations and the quality of service or manipulative photographs of objects, rooms or the whole complexes. The objective of the paper is to identify the manifestations of disinformation that have misled the consumers of tourist services. Nearly 19% of the respondents in the study claimed that there have been several occasions when they came across a situation where despite positive opinions on a service provider, the tourist service has not lived up to their expectations. The most common disinformation was the difference between the standard of the room or apartment offered by accommodation businesses and the actual one. Two disinformation dimensions regarding purchased tourist services have been recreated from the answers provided by 505 respondents by way of multidimensional scaling. The first dimension was concerned with the quality of the offer taking into consideration the common part and the part meant for private use. The second dimension was concerned with the quality of the offer taking into consideration its materiality.
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