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Article
Publication date: 2 September 2024

Faruk Yuksel, Uzeyir Kement, Seden Dogan, Gul Erkol Bayram, Sinan Baran Bayar and Cihan Cobanoglu

This study aims to investigate the effects of smart tourism technology experience (STTE) on tourist satisfaction and happiness in Bordeaux, with a focus on understanding the…

Abstract

Purpose

This study aims to investigate the effects of smart tourism technology experience (STTE) on tourist satisfaction and happiness in Bordeaux, with a focus on understanding the mediating role of self-gratification. By examining these relationships, the study seeks to provide insights into how smart tourism technologies can enhance tourist experiences.

Design/methodology/approach

The study uses partial least squares-structural equation modeling (PLS-SEM) to analyze data collected from 380 tourists who visited Bordeaux. The measurement model assesses reliability and validity, while the structural model evaluates the proposed hypotheses and the mediation effects of self-gratification.

Findings

The results confirm that STTE positively impacts tourist satisfaction, with accessibility, informativeness and personalization significantly enhancing tourist satisfaction, while interactivity does not. Tourist satisfaction, in turn, positively affects tourist happiness. Furthermore, self-gratification partially mediates the relationship between tourist satisfaction and happiness, highlighting its importance in the smart tourism context.

Originality/value

This research extends the understanding of STTE by demonstrating its effects on tourist satisfaction and happiness. It introduces the mediating role of self-gratification, providing a novel perspective on how personalized smart tourism experiences contribute to overall tourist happiness.

Details

International Journal of Tourism Cities, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2056-5607

Keywords

Article
Publication date: 10 September 2024

Ajai Pal Sharma, Slađana (Sladjana) Starčević (Starcevic) and Raiswa Saha

Advances in digital technologies and the growing number of touch points have had a significant impact on the shopping behaviour of omnichannel customers. Several research papers…

Abstract

Purpose

Advances in digital technologies and the growing number of touch points have had a significant impact on the shopping behaviour of omnichannel customers. Several research papers have explored different facets of omnichannel, but only a few have thoroughly explored the literature on showrooming and webrooming simultaneously. This paper aims to identify the key groups of antecedents influencing customer buying behaviour in omnichannel, under the influence of digital technologies, with a particular focus on showrooming and webrooming.

Design/methodology/approach

Our study conducted a systematic literature review to identify the factors influencing customers’ buying behaviour in omnichannel, which have been the subject of academic discussion over the last decade. We finalized 149 articles for the thematic analysis and identified three groups of antecedents: channel-related, product-related and consumer-related with their subgroups.

Findings

Under channel-related antecedents, cost and perceived benefits, search convenience, need for interaction and situational circumstances have been identified as major attributes. The expressiveness of the product, product demonstration and search and experienced products have been identified under product-related antecedents, followed by price consciousness, past experiences, perceived risks and shopping motivations as leading attributes under consumer-related antecedents. The study revealed the multifaceted influence of digital technologies on omnichannel buying behaviour. Digital technologies are shaping the antecedents related to channels, products and consumers. Digital technologies simultaneously mediate between antecedents and the selection of a specific path within an omnichannel environment. Showrooming and webrooming should no longer be seen as general concepts. The rise of digital technologies has led to the development of new consumer journey patterns and the blurring of distinctions between showrooming and webrooming. A conceptual framework has been proposed to understand consumers' omnichannel behaviour, having considered the identified antecedents and the role of digital technologies.

Practical implications

This study advances the academic understanding of consumer behaviour in omnichannel under the influence of digital technologies and provides important implications for omnichannel management. With the advancement of digital technologies such as augmented reality and virtual reality, retailers should implement channel integration strategies to bridge the gap between online and offline channels, providing a memorable shopping experience for omnichannel customers.

Originality/value

This study is unique because it identifies and analyses the antecedents of consumer behaviour in omnichannel settings under the influence of digital technologies. It also uncovers new potential combinations of showrooming and webrooming patterns. The proposed framework can help retailers in their future planning of omnichannel strategies.

Details

Journal of Service Theory and Practice, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2055-6225

Keywords

Article
Publication date: 19 September 2024

Kai-Yu Wang, Abdul Rehman Ashraf, Narongsak Thongpapanl and Idaf Iqbal

This study proposes a framework that demonstrates how the perceived value of augmented reality (AR) shopping influences the formation of psychological ownership of product and…

Abstract

Purpose

This study proposes a framework that demonstrates how the perceived value of augmented reality (AR) shopping influences the formation of psychological ownership of product and technology. The mediating role of flow experience and the moderating role of perceived control are identified.

Design/methodology/approach

An online survey study recruiting 480 participants who experienced AR shopping was conducted to test the hypotheses.

Findings

Functional value is negatively related to psychological ownership of product and technology whereas emotional value shows opposite effects. Flow experience mediates the relationships between functional/emotional value and psychological ownership of product and technology. Perceived control moderates the relationship between emotional value and flow experience, as well as the relationship between functional/emotional value and psychological ownership of product and technology.

Practical implications

The findings suggest the importance of AR’s functional and emotional values in developing psychological ownership of product and technology. To mitigate the negative effect of functional value, AR designers should focus on creating emotionally engaging apps that induce a flow experience, thereby enhancing psychological ownership. Furthermore, AR apps should be designed to empower users with a sense of control in the AR experience.

Originality/value

This research contributes to the AR and psychological ownership literature. It introduces a model that can explain both the formation of psychological ownership of product and psychological ownership of technology, thereby expanding the current understanding. By adding perceived values as antecedents of psychological ownership, it enriches the psychological ownership literature. Moreover, it enhances the flow experience literature by demonstrating the role of flow experience in the formation of psychological ownership of product and technology.

Details

Internet Research, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1066-2243

Keywords

Article
Publication date: 13 September 2024

Davood Ghorbanzadeh, Diyorjon Abdullaev, Teddy Chandra, Eiman Abdelgabr Abdelsamie Allam and Mazhar Abbas

This study investigated the impact of octomodal mental imagery (OMI) on brand experience and authenticity in advocating sustainable development and responding to the lack of brand…

Abstract

Purpose

This study investigated the impact of octomodal mental imagery (OMI) on brand experience and authenticity in advocating sustainable development and responding to the lack of brand experience and customers’ growing demand for authentic brands.

Design/methodology/approach

Based on quantitative research and convenience sampling, data for the study were collected from 480 marketing students in Tehran, Iran. The research model is tested using partial least squares structural equation modeling (PLS-SEM).

Findings

The results showed that all the sensory attributes of OMI positively influenced consumers’ brand experience. Among the structural attributes of OMI, only spatial mental imagery positively influenced consumers’ brand experience, while autonomy and kinesthetic mental imagery did not have a significant effect. This study also found that consumers’ brand experience positively influenced brand authenticity, while social presence positively moderated the relationship.

Originality/value

This study provides branding managers and scholars with a new reference point and scientific data support for companies to implement brand strategies and marketing models, which helps brands maintain sustainable development in a competitive business environment.

Details

Asia Pacific Journal of Marketing and Logistics, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1355-5855

Keywords

Article
Publication date: 17 September 2024

Gloria Berenguer-Contri, Irene Gil-Saura and Martina Gallarza

This paper aims to identify the role of coproduction and value-in-use in the overall hotel experience value, and its effects on cognitive-affective satisfaction and loyalty. The…

Abstract

Purpose

This paper aims to identify the role of coproduction and value-in-use in the overall hotel experience value, and its effects on cognitive-affective satisfaction and loyalty. The country chosen is Spain, in the context of the “new normal,” where the increase in tourist flow after the COVID-19 pandemic has been very relevant, setting up the chance to better assess and discuss value creation in a post-pandemic era.

Design/methodology/approach

The causal model is validated with partial least squares (PLS) in a panel of 405 hotel guests (applying sampling quotas by sex, age and region).

Findings

The chain of effects is verified with stronger links at the end and with a greater weight of value-in-use compared to coproduction. Hotels’ efforts to adapt to the pandemic situation work better if a customized, unique experience is offered and if intensive communication is with and not just to the guest. The role of experience value is key for the cocreation to produce results for satisfaction and loyalty.

Originality/value

This study contributes to the value creation literature by highlighting the respective roles of coproduction and value-in-use as drivers of the satisfaction−loyalty chain, and by introducing the guest’s overall hotel experience value into this chain. This is viewed against the backdrop of the contextual changes that have occurred since 2020 in the Spanish hotel industry. The post-pandemic context “forces” the client to actively participate. Analysis of the implications of this kind of new cocreation on the overall customer experience is relevant for both tourism scholars and managers.

Details

Consumer Behavior in Tourism and Hospitality, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2752-6666

Keywords

Article
Publication date: 28 August 2024

John Agyekum Addae, Kwabena Gyasi Boakye, George Oppong Appiagyei Ampong, Hod Anyigba, Mohammed Majeed, Aidatu Abubakari and Kwame Simpe Ofori

The study's goal is to assess the influence of multichannel integration quality on perceived value, service convenience and service experience in a multichannel banking context…

Abstract

Purpose

The study's goal is to assess the influence of multichannel integration quality on perceived value, service convenience and service experience in a multichannel banking context. Furthermore, the study investigated the impact of perceived value, service convenience and service experience on positive electronic word of mouth (e-WoM).

Design/methodology/approach

Data were collected from 527 respondents using online surveys distributed on various social media platforms in Ghana. The data were analysed using the partial least squares approach to structural equation modelling.

Findings

The results showed that multichannel integration quality influences consumers' perceptions of value and service experience favourably. It also showed that the two factors influencing service convenience were service experience and perceived value. Further, the research revealed a significant relationship between positive electronic word of mouth and perceived value, service convenience and service experience.

Practical implications

The study adds to the existing body of knowledge on multichannel integration by empirically testing the relationship between multichannel integration quality and consumer response in the context of multichannel banking.

Originality/value

The study is one of a few that provide important insights into the growing body of literature on multichannel integration quality from the consumers' perspective. The study further develops a model that explicates the relationship between multichannel integration quality, perceived value, service convenience and e-WoM.

Details

International Journal of Quality & Reliability Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0265-671X

Keywords

Book part
Publication date: 12 October 2018

Seyedeh Fatemeh Mostafavi Shirazi

Social network sites are gaining increasing importance in tourism business and marketing. They have become a rich source of information by creating virtual destination…

Abstract

Social network sites are gaining increasing importance in tourism business and marketing. They have become a rich source of information by creating virtual destination environments that offer pictures, videos, and other opportunities for sharing tourism experiences. These are significant electronic means that affect intentions of potential tourists to visit a destination. This chapter discusses how social network sites provide a great opportunity for individuals to virtually experience destinations prior to their potential journeys. This may, in turn, influence their expectations and satisfaction levels during their actual visits, followed by reinterpretation after the trip.

Details

Quality Services and Experiences in Hospitality and Tourism
Type: Book
ISBN: 978-1-78756-384-1

Keywords

Article
Publication date: 29 August 2024

Adnan Muhammad Shah, Abdul Qayyum, Mahmood Shah, Raja Ahmed Jamil and KangYoon Lee

This study addresses tourists' post-consumption perspectives on the impact of online destination experiences and animosity on travel decisions. Developing a framework based on the…

50

Abstract

Purpose

This study addresses tourists' post-consumption perspectives on the impact of online destination experiences and animosity on travel decisions. Developing a framework based on the stimulus-organism-response (SOR) theory, we examine the previously unexplored relationship between post-negative events, online destination brand experience (ODBE), tourists' animosity and destination boycott intentions within the domestic tourism context.

Design/methodology/approach

Data from 355 actively engaged domestic travelers in Pakistan who follow destination social media pages (i.e. Instagram and Facebook) was analyzed using structural equation modeling.

Findings

The findings reveal that post-negative events ODBE significantly stimulate tourists' animosity, which in turn drives destination boycott intentions. The ODBE indirectly affects boycott intentions through animosity, acting as a partial mediator. The analysis highlights the significance of the users' prior experience levels (novice vs experienced). Multigroup analysis shows that novice visitors are more sensitive to negative online experiences, resulting in stronger animosity than experienced visitors. Animosity significantly drives boycott intentions, particularly among experienced visitors.

Originality/value

This study’s novelty lies in its comprehensive examination of post-negative events, focusing on how the ODBE influences tourists' negative emotions and boycott intentions. These findings offer valuable insights for tourism researchers and destination marketers, underscoring the importance of optimizing post-service failure ODBE strategies for brand repair, online reputation management, digital marketing innovation and customized service recovery to mitigate the impact of negative events.

Details

Asia Pacific Journal of Marketing and Logistics, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1355-5855

Keywords

Article
Publication date: 5 February 2024

Christine Ye and Yuna Kim

Advances in digital technologies coupled with the shift toward sustainable consumption present promising opportunities for luxury fashion brands to engage younger consumers. To…

Abstract

Purpose

Advances in digital technologies coupled with the shift toward sustainable consumption present promising opportunities for luxury fashion brands to engage younger consumers. To this end, this paper aims to provide a forward-looking approach to creating luxury experiences targeted toward young consumers by proposing a new experience consumption framework.

Design/methodology/approach

This paper presents a viewpoint on creating luxury experiences that address the changing dynamics of the luxury industry by responding to the disruptive surge of young consumers and their growing preference for digital connections.

Findings

The authors develop a new experience consumption framework which demonstrates how luxury brands can successfully engage young consumers and fulfill their desire to share experiences with others by leveraging sustainable participation and digital technologies. The framework identifies different sustainable and digitally immersive experiences that luxury brands can incorporate for their young consumers.

Originality/value

This paper offers important managerial insights for luxury fashion brand marketers and identifies future research opportunities to advance knowledge in this field.

Details

Journal of Business Strategy, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0275-6668

Keywords

Article
Publication date: 29 August 2024

Anushree Tandon, Samuli Laato, Najmul Islam and Amandeep Dhir

A major portion of our social interaction now occurs online, facilitated by social networking sites (SNSs) that enable people to connect and communicate at will. However, the…

Abstract

Purpose

A major portion of our social interaction now occurs online, facilitated by social networking sites (SNSs) that enable people to connect and communicate at will. However, the characteristics of SNS communication can introduce problematic outcomes on otherwise healthy processes, one of which is social comparison. In this work, we investigate whether compulsive SNS use could be driven by two phenomena related to social comparison: the fear of missing out (FoMO) and envy.

Design/methodology/approach

Using the stimulus-organism-response framework, we developed a model that was tested with data from a sample of SNS users (N = 330) based in the United States. The analysis was done through partial least squares structural equation modeling.

Findings

Our findings show FoMO's association with the two forms of dispositional experienced envy, benign and malicious, as well as expected envy of others (expected envy). Interestingly, benign and expected envy were associated with SNS stalking and self-disclosure, but malicious envy had non-significant associations. Finally, both SNS stalking and self-disclosure were linked to compulsive SNS use.

Originality/value

We study the nuanced ways in which the two forms of experienced envy and expected envy can be triggered by FoMO and result in users' engagement with problematic SNS use. Our research provides evidence that, in addition to benign envy being an antecedent of compulsive SNS use, the wish to invoke envious feelings in others can also significantly drive compulsive use.

Details

Internet Research, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1066-2243

Keywords

11 – 20 of over 325000