Company websites and mobile apps versus social media: which service experience creates more customer value for online travel agencies?

This paper examines the effects of online travel agency (OTA) service experience (via OTA company websites and mobile apps, and social media) on customer perceived (utilitarian and epistemic) value. The data of 404 usable responses from tourists with experience using OTAs revealed that service exper...

Descripción completa

Detalles Bibliográficos
Autores principales: Chen, Ja-Shen, Kamalanon, Piyanoot, Janupiboon, Thanyamai P.
Formato: Online Artículo Texto
Lenguaje:English
Publicado: Springer Berlin Heidelberg 2022
Materias:
Theoretical Article
Acceso en línea:https://www.ncbi.nlm.nih.gov/pmc/articles/PMC9628396/
http://dx.doi.org/10.1007/s11628-022-00511-x
_version_ 1784823185828478976
author Chen, Ja-Shen
Kamalanon, Piyanoot
Janupiboon, Thanyamai P.
author_facet Chen, Ja-Shen
Kamalanon, Piyanoot
Janupiboon, Thanyamai P.
author_sort Chen, Ja-Shen
collection PubMed
description This paper examines the effects of online travel agency (OTA) service experience (via OTA company websites and mobile apps, and social media) on customer perceived (utilitarian and epistemic) value. The data of 404 usable responses from tourists with experience using OTAs revealed that service experience through company websites and mobile apps was only related to utilitarian value. However, service experience through social media influenced both utilitarian and epistemic value. Compared to epistemic value, utilitarian value had a larger effect on customers’ intention to book via OTAs. Political instability negatively moderated the relationship between utilitarian value and behavioral intention.
format Online
Article
Text
id pubmed-9628396
institution National Center for Biotechnology Information
language English
publishDate 2022
publisher Springer Berlin Heidelberg
record_format MEDLINE/PubMed
spelling pubmed-96283962022-11-02 Company websites and mobile apps versus social media: which service experience creates more customer value for online travel agencies? Chen, Ja-Shen Kamalanon, Piyanoot Janupiboon, Thanyamai P. Serv Bus Theoretical Article This paper examines the effects of online travel agency (OTA) service experience (via OTA company websites and mobile apps, and social media) on customer perceived (utilitarian and epistemic) value. The data of 404 usable responses from tourists with experience using OTAs revealed that service experience through company websites and mobile apps was only related to utilitarian value. However, service experience through social media influenced both utilitarian and epistemic value. Compared to epistemic value, utilitarian value had a larger effect on customers’ intention to book via OTAs. Political instability negatively moderated the relationship between utilitarian value and behavioral intention. Springer Berlin Heidelberg 2022-10-31 2022 /pmc/articles/PMC9628396/ http://dx.doi.org/10.1007/s11628-022-00511-x Text en © The Author(s), under exclusive licence to Springer-Verlag GmbH Germany, part of Springer Nature 2022, Springer Nature or its licensor (e.g. a society or other partner) holds exclusive rights to this article under a publishing agreement with the author(s) or other rightsholder(s); author self-archiving of the accepted manuscript version of this article is solely governed by the terms of such publishing agreement and applicable law. This article is made available via the PMC Open Access Subset for unrestricted research re-use and secondary analysis in any form or by any means with acknowledgement of the original source. These permissions are granted for the duration of the World Health Organization (WHO) declaration of COVID-19 as a global pandemic.
spellingShingle Theoretical Article
Chen, Ja-Shen
Kamalanon, Piyanoot
Janupiboon, Thanyamai P.
Company websites and mobile apps versus social media: which service experience creates more customer value for online travel agencies?
title Company websites and mobile apps versus social media: which service experience creates more customer value for online travel agencies?
title_full Company websites and mobile apps versus social media: which service experience creates more customer value for online travel agencies?
title_fullStr Company websites and mobile apps versus social media: which service experience creates more customer value for online travel agencies?
title_full_unstemmed Company websites and mobile apps versus social media: which service experience creates more customer value for online travel agencies?
title_short Company websites and mobile apps versus social media: which service experience creates more customer value for online travel agencies?
title_sort company websites and mobile apps versus social media: which service experience creates more customer value for online travel agencies?
topic Theoretical Article
url https://www.ncbi.nlm.nih.gov/pmc/articles/PMC9628396/
http://dx.doi.org/10.1007/s11628-022-00511-x
work_keys_str_mv AT chenjashen companywebsitesandmobileappsversussocialmediawhichserviceexperiencecreatesmorecustomervalueforonlinetravelagencies
AT kamalanonpiyanoot companywebsitesandmobileappsversussocialmediawhichserviceexperiencecreatesmorecustomervalueforonlinetravelagencies
AT janupiboonthanyamaip companywebsitesandmobileappsversussocialmediawhichserviceexperiencecreatesmorecustomervalueforonlinetravelagencies

Ejemplares similares