Abstract
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 language | English |
|---|---|
| Article number | 102338 |
| Journal | International Journal of Hospitality Management |
| Volume | 85 |
| DOIs | |
| State | Published - Feb 2020 |
Bibliographical note
Publisher Copyright:© 2019 Elsevier Ltd
Keywords
- Airlines
- Hospitality
- Online customer engagement behaviors
- Service encounter
- Theme parks
- Values
ASJC Scopus subject areas
- Tourism, Leisure and Hospitality Management
- Strategy and Management