Skip to main content
Disciplines
Automotive Business IT + Informatics Construction + Real Estate Electrical Engineering + Electronics Energy + Sustainability Insurance + Risk Finance + Banking Management + Leadership Marketing + Sales Mechanical Engineering + Materials
Events
DE
EN
Books
Journals
Topic Page
Marketing
Start single access now
Access for companies
EXTENDED SEARCH
Log in
Top
Published in:
Cooperators Are Faster but Not More Accurate in Social Exchange Decisions Compared to Defectors Read chapter Read first chapter

2022 | OriginalPaper | Chapter

15. Application of the Experiential Value Scale in Online Booking Conditions: Are There Consumer Demographic Characteristic Differences?

Authors : Aikaterini Stavrianea, Irene (Eirini) Kamenidou, Spyridon Mamalis, Ifigeneia Mylona

Published in: Advances in Quantitative Economic Research

Publisher: Springer International Publishing

Log in

Activate our intelligent search to find suitable subject content or patents.

search-config
loading …

Abstract

Purchasing goods online constitute an ever-increasing trend in consumer behavior. In this way, the experience that a business offers its customers when they want to acquire services or products through an online platform is of particular interest to them. Experiential value is regarded as a precondition for customer loyalty and buyer satisfaction when considering the circumstances in which goods or services are purchased. The present study introduces research findings that explore whether there is consumer characteristics (education level and area of residence) differentiation with respect to the elements of experiential values when it comes to booking accommodation online. A sample (N = 1540) of individuals between the ages of 18–68 – all users of online booking sites – were obtained using quantitative research through a method of nonprobability sampling. Data were examined by descriptive statistics, factor, reliability analysis, One-way ANOVA test for hypothesis testing, as well as multiple comparisons of means. On the basis of the outcomes of the study, specific marketing proposals relating to e-booking websites are submitted as part of this paper.

Dont have a licence yet? Then find out more about our products and how to get one now:

Springer Professional "Wirtschaft+Technik"

Online-Abonnement

Mit Springer Professional "Wirtschaft+Technik" erhalten Sie Zugriff auf:

  • über 102.000 Bücher
  • über 537 Zeitschriften

aus folgenden Fachgebieten:

  • Automobil + Motoren
  • Bauwesen + Immobilien
  • Business IT + Informatik
  • Elektrotechnik + Elektronik
  • Energie + Nachhaltigkeit
  • Finance + Banking
  • Management + Führung
  • Marketing + Vertrieb
  • Maschinenbau + Werkstoffe
  • Versicherung + Risiko

Jetzt Wissensvorsprung sichern!

inform now

Springer Professional "Wirtschaft"

Online-Abonnement

Mit Springer Professional "Wirtschaft" erhalten Sie Zugriff auf:

  • über 67.000 Bücher
  • über 340 Zeitschriften

aus folgenden Fachgebieten:

  • Bauwesen + Immobilien
  • Business IT + Informatik
  • Finance + Banking
  • Management + Führung
  • Marketing + Vertrieb
  • Versicherung + Risiko




Jetzt Wissensvorsprung sichern!

inform now
previous chapter Cognitive/Emotional Errors and Financial Education
next chapter Firm Conduct in a Duopolistic Industry with Product Innovation
Literature
Andrews, L., Kiel, G., Drennan, J., Boyle, M. V., & Weerawardena, J. (2007). Gendered perceptions of experiential value in using web-based retail channels. European Journal of Marketing, 41(5), 640–658.CrossRef
Brakus, J. J., Schmitt, B. H., & Zarantonello, L. (2009). Brand experience: What is it? How is it measured? Does it affect loyalty? Journal of Marketing, 73(3), 52–68.CrossRef
Chang, C. (2007). The relative effectiveness of comparative and noncomparative advertising: Evidence for gender differences in information-processing strategies. Journal of Advertising, 36(1), 21–35.CrossRef
Choi, S. (2015). Understanding roles of experiential value and perceived switching drivers on travelers’ loyalty: An empirical study of third-party travel websites. Doctoral dissertation, Kansas State University.
Dickinger, A., & Mazanec, J. (2008). Consumers’ preferred criteria for hotel online booking. In P. O’Connor, W. Höpken, & U. Gretzel (Eds.), Information and communication technologies in tourism 2008. Springer.
Edmondson, A. C., & McManus, S. E. (2007). Methodological fit in management field research. Academy of Management Review, 32(4), 1246–1264.CrossRef
Fernandes, T., & Oliveira, E. (2021). Understanding consumers’ acceptance of automated technologies in service encounters: Drivers of digital voice assistants adoption. Journal of Business Research, 122, 180–191.CrossRef
Foris, D., Tecau, A. S., Hartescu, M., & Foris, T. (2020). Relevance of the features regarding the performance of booking websites. Tourism Economics, 26(6), 1021–1041.CrossRef
Gentile, C., Spiller, N., & Noci, G. (2007). How to sustain the customer experience: an overview of experience components that co-create value with the customer. European Management Journal, 25(5), 395–410.CrossRef
Hallikainen, H., Alamäki, A., & Laukkanen, T. (2018). Individual preferences of digital touchpoints: A latent class analysis. Journal of Retailing and Consumer Services, 50, 386–393.CrossRef
Hanif, H., Wan Khairuzzaman, W., & Norshidah, M. (2017). Acceptance of hedonic technology: The case of mobile-game application towards industry excellence: the application of technology and innovation. Universiti Teknologi Malaysia.
Hasan, B. (2010). Exploring gender differences in online shopping attitude. Computers in Human Behavior, 26(4), 597–601.CrossRef
Holbrook, M. B. (2006). Consumption experience, customer value, and subjective personal introspection: An illustrative photographic essay. Journal of business Research, 59(6), 714–725.CrossRef
Holbrook, M. B. (1994). The nature of customer value: an axiology of services in the consumption experience. Service quality: New directions in theory and practice, 21, 21–71.
Hoyer, W. D., Kroschke, M., Schmitt, B., Kraume, K., & Shankar, V. (2020). Transforming the customer experience through new technologies. Journal of Interactive Marketing, 51, 57–71.CrossRef
Janssen, M., Weerakkody, V., Ismagilova, E., Sivarajah, U., & Irani, Z. (2020). A framework for analysing blockchain technology adoption: Integrating institutional, market and technical factors. International Journal of Information Management, 50, 302–309.CrossRef
Jeong, S. W., Fiore, A. M., Niehm, L. S., & Lorenz, F. O. (2009). The role of experiential value in online shopping. Internet Research, 19, 105–124.CrossRef
Kavoura, A., & Stavrianea, A. (2016). A brand experiences’ conceptual model for visitors’ attitudinal loyalty. TOURISMOS: An International Multidisciplinary Refereed Journal of Tourism, 11(4), 1–21.
Kim, J. H. (2014). The antecedents of memorable tourism experiences: The development of a scale to measure the destination attributes associated with memorable experiences. Tourism Management, 44, 34–45.CrossRef
Kyriakou, D., Mpregkou, M., Grigoriou, I., Blanas, N., Belias, D., & Koustelios, A. (2015). Rethinking of experiential tourism through Social Media: Could Greece keep up the pace?. Proceedings of the 10th MIBES Conference – Larisa, Greece, 15–17 October 2015, 281–293. URL: http://​mibes.​teilar.​gr/​proceedings/​2015/​19.​%20​Kyriakou%20​D,%20Mpregkou%20M,%20Blanas%20N,%20Belias%20D,%20Koustelios%20%20A.pdf (Accessed on 15.1.2019).
Lee, E. J., & Overby, J. W. (2004). Creating value for online shoppers: Implications for satisfaction and loyalty. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 17, 54–67.
Lee, L. Y. S. (2016). Hospitality industry web-based self-service technology adoption model: A cross-cultural perspective. Journal of Hospitality & Tourism Research, 40(2), 162–197.CrossRef
Leong, L. Y., Hew, T. S., Ooi, K. B., & Lin, B. (2019). Do electronic word-of-mouth and elaboration likelihood model influence hotel booking? Journal of Computer Information Systems, 59(2), 146–160.CrossRef
Li, H., Kuo, C., & Russell, M. G. (1999). The impact of perceived channel utilities, shopping orientations, and demographics on the consumer’s online buying behavior. Journal of Computer-Mediated Communication, 5(2), JCMC521.
Li, L., Peng, M., Jiang, N., & Law, R. (2017). An empirical study on the influence of economy hotel website quality on online booking intentions. International Journal of Hospitality Management, 63, 1–10.CrossRef
Liang, J.-L., Chen, Y.-Y., Duan, Y.-S., & Ni, J.-J. (2013). Gender differences in the relationship between experiential marketing and purchase intention. Journal of International Management Studies, 8(1), 10–19.
Mano, H., & Oliver, R. L. (1993). Assessing the Dimensionality and Structure of the Consumption Experience: Evaluation, Feeling, and Satisfaction. Journal of Consumer Research, 20(3), 451.CrossRef
Mathwick, C., Malhotra, N., & Rigdon, E. (2001). Experiential value: Conceptualization, measurement, and application in the catalog and internet shopping environment. Journal of Retailing, 77(1), 39–56.CrossRef
McLean, G., & Wilson, A. (2016). Evolving the online customer experience… is there a role for online customer support? Computers in Human Behavior, 60, 602–610.CrossRef
Monsuwe´, P., Dellaert, B.G.C. & Ruyter, K. (2004). What drives consumers to shop online? A literature review. International Journal of Service Industry Management, 15(1), 102–121.CrossRef
Novak, T. P., Hoffman, D. L., & Yung, Y. F. (2000). Measuring the customer experience in online environments: A structural modeling approach. Marketing Science, 19(1), 22–42.CrossRef
Nuryyev, G., Wang, Y. P., Achyldurdyyeva, J., Jaw, B. S., Yeh, Y. S., Lin, H. T., & Wu, L. F. (2020). Blockchain technology adoption behavior and sustainability of the business in tourism and hospitality SMEs: an empirical study. Sustainability, 12(3), 1256.CrossRef
Pine, B. J., & Gilmore, J. H. (1999). The Experience Economy. Harvard Business School Press.
Qi, S., Law, R., & Buhalis, D. (2013). Who booked five-star hotels in Macau? A study of hotel guests’ online booking intention. Journal of Hospitality and Tourism Management, 20, 76–83.CrossRef
Räsänen, P., Koivula, A., & Keipi, T. (2020). Online information seeking patterns and social inequality in a digital economy. The International Review of Retail, Distribution and Consumer Research, 31(2), 1–18.
Rezaei, S., & Valaei, N. (2017). Crafting experiential value via smartphone apps channel. Marketing Intelligence & Planning.
Rose, S., Clark, M., Samouel, P., & Hair, N. (2012). Online customer experience in e-retailing: An empirical model of antecedents and outcomes. Journal of Retailing, 88(2), 308–322.CrossRef
Shobeiri, S., Mazaheri, E., & Laroche, M. (2014). Improving customer website involvement through experiential marketing. The Service Industries Journal, 34(11), 885–900.CrossRef
Shobeiri, S., Mazaheri, E., & Laroche, M. (2018). Creating the right customer experience online: The influence of culture. Journal of Marketing Communications, 24(3), 270–290.CrossRef
Sigala, M. (2004). Designing experiential websites in tourism and hospitality: A customer centric value approach. In Information and Communication Technologies in Tourism 2004 (pp. 161–171). Springer.
Srinivasan, R., Lilien, G. L., & Rangaswamy, A. (2002). Technological opportunism and radical technology adoption: An application to e-business. Journal of marketing, 66(3), 47–60.CrossRef
Stavrianea, A., Kamenidou, I., & Bara, E. Z. (2019). Gender differences in experiential values components in an online booking condition: Insights from generation Z. In 12th Annual Conference of the EuroMed Academy of Business (pp. 1233–1244).
Stavrianea, A. & Kamenidou, I., Conference: SIBR 2021 (Tokyo) Conference on Interdisciplinary Business and Economics Research At: Tokyo, Japan Volume: PROCEEDINGS Volume 10 (2021) Issue 1 (January) ISSN: 2223-5078.
Taherdoost, H. (2018). A review of technology acceptance and adoption models and theories. Procedia manufacturing, 22, 960–967.CrossRef
Thong, J. Y., & Yap, C. S. (1995). CEO characteristics, organizational characteristics and information technology adoption in small businesses. Omega, 23(4), 429–442.CrossRef
Tsai, C.-T. (Simon) & Wang, Y.-C. (2017). Experiential value in branding food tourism. Journal of Destination Marketing & Management, 6(1), 56–65.CrossRef
Turban, E., King, D., McKay, J., Marshall, P., Lee, J., & Viehland, D. (2008). Electronic commerce 2008: A managerial perspective (5th ed.). Pearson Prentice Hall.
Vaško, M., & Abrhám, J. (2015). Issues of secure and sustainable e-tourism: Case of the Czech Republic. Journal of Security & Sustainability Issues, 5(2), 137–148.CrossRef
Valeri, M. (2020). Blockchain technology: adoption perspectives in tourism. In Entrepreneurship and Organizational Change (pp. 27–35). Springer.CrossRef
Vendrell-Herrero, F., Bustinza, O. F., Parry, G., & Georgantzis, N. (2017). Servitization, digitization and supply chain interdependency. Industrial Marketing Management, 60, 69–81.CrossRef
Vijayabanu, C., & Karthikeyan, S. (2021). Digital transformation and the competitive advantage of global tourism. In M. Dinis, L. Bonixe, S. Lamy, & Z. Breda (Eds.), Impact of new media in tourism (pp. 308–326). IGI Global.
Wang, Y., & Qualls, W. (2007). Towards a theoretical model of technology adoption in hospitality organizations. International Journal of Hospitality Management, 26(3), 560–573.CrossRef
Wen, J., Lin, Z., Liu, X., Xiao, S. H., & Li, Y. (2020). The interaction effects of online reviews, brand, and price on consumer hotel booking decision making. Journal of Travel Research, 0047287520912330.
Wu, C. H. J., & Liang, R. D. (2009). Effect of experiential value on customer satisfaction with service encounters in luxury-hotel restaurants. International Journal of Hospitality Management, 28(4), 586–593.CrossRef
Zeng, G., Cao, X., Lin, Z., & Xiao, S. H. (2020). When online reviews meet virtual reality: Effects on consumer hotel booking. Annals of Tourism Research, 81, 102860.CrossRef
Zhang, Y., Fiore, A. M., Zhang, L., & Liu, X. (2020). Impact of website design features on experiential value and patronage intention toward online mass customization sites. An International Journal.
Zhao, X., Wang, L., Guo, X., & Law, R. (2015). The influence of online reviews to online hotel booking intentions. International Journal of Contemporary Hospitality Management, 27(6), 1343–1364.CrossRef
Metadata
Title
Application of the Experiential Value Scale in Online Booking Conditions: Are There Consumer Demographic Characteristic Differences?
Authors
Aikaterini Stavrianea
Irene (Eirini) Kamenidou
Spyridon Mamalis
Ifigeneia Mylona
Copyright Year
2022
Book
Advances in Quantitative Economic Research

Print ISBN: 978-3-030-98178-5

Electronic ISBN: 978-3-030-98179-2

Copyright Year: 2022

DOI
https://doi.org/10.1007/978-3-030-98179-2_15

Premium Partner

    Image Credits