Service encounter value and online engagement behaviors |
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| Institution: | 1. Rosen College of Hospitality Management, University of Central Florida, 9907 Universal Blvd, Orlando, FL 32821, USA;2. School of Human Environmental Sciences, University of Kentucky, Erikson Hall, Lexington KY 40506-0050, USA;3. School of Sport, Tourism, and Hospitality Management, Temple University, 1810 N. 13th Street, Speakman Hall 111 (006-68), Philadelphia, PA 19122, USA;1. Howard Feiertag Department of Hospitality and Tourism Management, Pamplin College of Business, Virginia Tech, 295 West Campus Drive, Blacksburg, VA, 24061, United States;2. International Center for Hospitality Research & Development, Dedman School of Hospitality, Florida State University, 288 Champions Way, UCB 4117, P.O. Box 3062541, Tallahassee, FL, 32306, United States;3. James Madison University, Harrisonburg, VA, United States;1. Henley Business School, University of Reading Greenlands, Henley on Thames Oxfordshire, RG9 3AU, United Kingdom;2. Faculty of Business and Management, NRU HSE Moscow, Kirpitchnaya Ul, 33/5, Moscow, Russia;1. Kedge Business School, Bordeaux, France;2. NUS Business School, National University of Singapore, Singapore;3. University of Cologne, Germany;1. School of Management, Harbin Institute of Technology, 92 West Dazhi Street, Harbin 150001, China;2. School of Hotel and Tourism Management, The Hong Kong Polytechnic University, Hong Kong Special Administrative Region;3. Department of Tourism and Hospitality Management, Temple University, Philadelphia, USA;4. Business School, Sichuan University, Chengdu, Sichuan, China |
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| 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. |
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| Keywords: | Service encounter Hospitality Theme parks Airlines Values Online customer engagement behaviors |
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