TY - JOUR
T1 - Service encounter value and online engagement behaviors
AU - Zhang, Tingting
AU - Zhang, Pei
AU - Lu, Lu
N1 - Publisher Copyright:
© 2019 Elsevier Ltd
PY - 2020/2
Y1 - 2020/2
N2 - 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.
AB - 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.
KW - Airlines
KW - Hospitality
KW - Online customer engagement behaviors
KW - Service encounter
KW - Theme parks
KW - Values
UR - https://www.scopus.com/pages/publications/85070509913
UR - https://www.scopus.com/inward/citedby.url?scp=85070509913&partnerID=8YFLogxK
U2 - 10.1016/j.ijhm.2019.102338
DO - 10.1016/j.ijhm.2019.102338
M3 - Article
AN - SCOPUS:85070509913
SN - 0278-4319
VL - 85
JO - International Journal of Hospitality Management
JF - International Journal of Hospitality Management
M1 - 102338
ER -