Service encounter value and online engagement behaviors

Tingting Zhang, Pei Zhang, Lu Lu

Research output: Contribution to journalArticlepeer-review

36 Scopus citations


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.

Original languageEnglish
Article number102338
JournalInternational Journal of Hospitality Management
StatePublished - Feb 2020

Bibliographical note

Publisher Copyright:
© 2019 Elsevier Ltd


  • Airlines
  • Hospitality
  • Online customer engagement behaviors
  • Service encounter
  • Theme parks
  • Values

ASJC Scopus subject areas

  • Tourism, Leisure and Hospitality Management
  • Strategy and Management


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