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The diverse characteristics of customers and hotels have been identified as relevant to online customer satisfaction at the individual level. In this study, a comprehensive examination is conducted, through the use of a multilevel, nested model and secondary data set. The results show that both ...

Liang Sai; Schuckert, M.; Law, R.
Routledge, Philadelphia, USA
Journal of Travel & Tourism Marketing, 2017, 34, 2, pp 239-256