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Service encounter value and online engagement behaviors
Ist Teil von
International journal of hospitality management, 2020-02, Vol.85, p.102338, Article 102338
Ort / Verlag
Elsevier Ltd
Erscheinungsjahr
2020
Link zum Volltext
Quelle
Elsevier ScienceDirect Journals Complete
Beschreibungen/Notizen
•Hotels, restaurants, theme parks, and airlines have been examined.•Four types of values residing in firm-customer interactions were assessed.•Online ratings, online reviews, online bloggings, and online customer-to-customer interactions were investigated.
This study investigates the relationships between service encounter values and online customer engagement behaviors in the context of hospitality and tourism services. Given that interactions are contextual in nature, this study examines the service encounter values across four major service sectors, i.e., hotels, restaurants, theme parks, and airlines through 1710 responses from actual service consumers. Multiple structural equation modeling techniques are conducted to test the hypotheses. Various values (i.e., emotional value, social value, functional value, and epistemic value) are identified in different sectors of service encounters that pose significant influences on online customer engagement behaviors such as online rating, online reviewing, online blogging, and online customer-to-customer interactions. Practical and theoretical implications are provided, as well as future research directions.