nach oben

Service Business

Erschienen in:

17.05.2021 | Empirical article

Value proposition as a catalyst for innovative service experience: the case of smart-tourism destinations

verfasst von: Chia-Ying Li, Yu-Hui Fang, Badri Munir Sukoco

Erschienen in: Service Business | Ausgabe 2/2021

Einloggen

Aktivieren Sie unsere intelligente Suche, um passende Fachinhalte oder Patente zu finden.

search-config

KI-gestützte Suche

Aus

Abstract

Although smart tourism has received considerable research attention, few studies have investigated the determinants of how tourists evaluate their service experiences. This study attempted to explore how business value proposition shapes the functional and emotional outcomes of travel experiences and influences the evaluation of service experiences. The results indicated that novelty positively affected perceived enjoyment, and complementarity and efficiency significantly influenced perceived usefulness. Furthermore, both perceived enjoyment and perceived usefulness positively affected the evaluation of service experience. Finally, this study confirmed the nonrecursive relationship between perceived enjoyment and perceived usefulness.

Vorheriger Artikel Consumer-to-consumer reselling adoption among European countries: differences between old and young millennials

Nächster Artikel Key determinants of women’s entrepreneurial intentions in encouraging social empowerment

Sie haben noch keine Lizenz? Dann Informieren Sie sich jetzt über unsere Produkte:

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!

Jetzt informieren

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!

Jetzt informieren

Nur mit Berechtigung zugänglich

Abdinnour S, Chaparro B (2017) An integrated temporal model of belief and attitude change: an empirical test with the iPad. J Assoc Inf Syst 18(2):113–140

Abrahão S, Poels G (2007) Experimental evaluation of an object-oriented function point measurement procedure. Inf Software Tech 49(4):366–380

Al-Maghrabi T, Dennis C, Halliday SV (2011) Antecedents of continuance intentions towards e-shopping: the case of Saudi Arabia. J Enterp Inf Manag 24(1):85–111

Amit R, Zott C (2001) Value creation in ebusiness. Strateg Manag J 22(6–7):486–520

Amoah F, Radder L, van Eyk M (2016) Perceived experience value, satisfaction and behavioural intentions: a guesthouse experience. Afr J Econ Manag Stud 7(3):419–433

Anderson J, Gerbing D (1988) An updated paradigm for scale development incorporating unidimensionality and its assessment. J Mark Res 25(May):186–192

Anderson JC, Gerbing DW (1998) Structural equation modeling in practice: a review and recommended two-step approach. Psychol Bull 103(3):411–423

Anderson ST, Smith JS (2016) An empirical examination of the impact of tri-dyadic fit on the service experience. J Serv Manag 27(3):299–319

Arenas AE, Goh JM, Urueña A (2019) How does IT affect design centricity approaches: evidence from Spain’s smart tourism ecosystem. Int J Inf Manag 45:149–162

Armstrong JS, Overton TS (1977) Estimating nonresponse bias in mail surveys. J Mark Res 14(3):396–402

Bae SJ, Lee H, Suh EK, Suh KS (2017) Shared experience in pretrip and experience sharing in posttrip: a survey of Airbnb users. Inf Manag 54(6):714–727

Bagozzi RP, Yi Y (1988) On the evaluation of structuring equation models. J Acad Mark Sci 16:74–94

Bashir I, Madhavaiah C (2015) Consumer attitude and behavioural intention towards Internet banking adoption in India. J Indian Bus Res 7(1):67–102

Bilgihan A, Kandampully J, Zhang T (2016) Towards a unified customer experience in online shopping environments: antecedents and outcomes. Int J Qual and Ser Sci 8(1):102–119

Bitner MJ (1992) Servicescapes: the impact of physical surroundings on customers and employees. J Mark 56(2):57–71

Boes K, Buhalis D, Inversini A (2016) Smart tourism destinations: ecosystems for tourism destination competitiveness. Int J Tour Cities 2(2):108–124

Brandt T, Bendler J, Neumann D (2017) Social media analytics and value creation in urban smart tourism ecosystems. Inf Manag 54(6):703–713

Brislin RW (1986) The wording and translation of research instruments. In: Lonner W, Berry J (eds) Field methods in cross-cultural research. Sage, Beverly Hills, pp 137–164

Bueno EV, Weber TBB, Bomfim EL, Kato HT (2019) Measuring customer experience in service: a systematic review. Serv Ind J 39(11–12):779–798

Burns AC, Bush RF, Sinha N (2014) Marketing research, vol 7. Pearson, Harlow

Campos AC, Mendes J, Valle POD, Scott N (2018) Co-creation of tourist experiences: a literature review. Curr Issues Tour 21(4):369–400

Chandler JD, Lusch RF (2015) Service systems: a broadened framework and research agenda on value propositions, engagement, and service experience. J Serv Res 18(1):6–22

Chang HH, Chen SW (2008) The impact of online store environment cues on purchase intention: trust and perceived risk as a mediator. Online Inf Rev 32(6):818–841

Chang HH, Fu CS, Fang PW, Cheng YC (2016) The effects of relationship maintenance and relationship investment on self-service technology relationship performance. Inf Technol Peopl 29(3):496–526

Chawla D, Joshi H (2017) High versus low consumer attitude and intention towards adoption of mobile banking in India: an empirical study. Vision 21(4):410–424

Chen NH (2019) Extending a TAM–TTF model with perceptions toward telematics adoption. Asia Pac J Mark and Logist 31(1):37–54

Chung N, Tyan I, Han H (2017) Enhancing the smart tourism experience through geotag. Inf Syst Front 19(4):731–742

Churchill GA (1979) A paradigm for developing better measures of marketing constructs. J Mark Res 16(1):64–73

Davis FD (1989) Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Q 13(3):319–340

Davis FD, Bagozzi RP, Warshaw PR (1992) Extrinsic and intrinsicmotivation to use computers in the workplace. J Appl Soc Psychol 22(14):1111–1132

Dedeoğlu BB, van Niekerk M, Küçükergin KG, De Martino M, Okumuş F (2020) Effect of social media sharing on destination brand awareness and destination quality. J Vacat Mark 26:33–56

Del Chiappa G, Baggio R (2015) Knowledge transfer in smart tourism destinations: analyzing the effects of a network structure. J Destin Mark Manag 4(3):145–150

Dong P, Siu NYM (2013) Servicescape elements, customer predispositions and service experience: the case of theme park visitors. Tour Manag 36:541–551

Duman T, Mattila AS (2005) The role of affective factors on perceived cruise vacation value. Tour Manag 26(3):311–323

Erhardt N, Martin-Rios C, Chan E (2019) Value co-creation in sport entertainment between internal and external stakeholders. Int J Contemp Hosp Manag 31(11):4192–4210

Etezadi-Amoli J, Farhoomand AF (1996) A structural model of end user computing satisfaction and user performance. Inf Manag 30(2):65–73

Farjon D, Smits A, Voogt J (2019) Technology integration of pre-service teachers explained by attitudes and beliefs, competency, access, and experience. Comput Educ 130:81–93

Fornell C, Larcker DF (1981) Evaluating structural equation models with unobservable variables and measurement error. J Mark Res 18(1):39–50

French AM, Luo XR, Bose R (2017) Toward a holistic understanding of continued use of social networking tourism: a mixed-methods approach. Inf Manag 54(6):802–813

Gao L, Bai X (2014) An empirical study on continuance intention of mobile social networking services: integrating the IS success model, network externalities and flow theory. Asia Pac J Mark and Logist 26(2):168–189

Grace D, O’Cass A (2004) Examining service experiences and post-consumption evaluations. J Serv Mark 18(6):450–461

Gretzel U, Sigala M, Xiang Z, Koo C (2015a) Smart tourism: foundations and developments. Electron Mark 25(3):179–188

Gretzel U, Werthner H, Koo C, Lamsfus C (2015b) Conceptual foundations for understanding smart tourism ecosystems. Comput Hum Behav 50:558–563

Hair JF, Anderson RE, Babin BJ, Black WC (2010) Multivariate data analysis: a global perspective, vol 7. Pearson, Upper Saddle River, NJ

Harman HH (1967) Modern Factor Analysis. University of Chicago Press, Chicago

Hernández-Ortega B, Franco JL (2019) Developing a new conceptual framework for experience and value creation. Serv Bus 13(2):225–248

Ho RC, Amin M (2019) What drives the adoption of smart travel planning apps? the relationship between experiential consumption and mobile app acceptance. KnE Soc Sci:22–41

Ho SY (2012) The effects of location personalization on individuals’ intention to use mobile services. Decis Support Syst 53(4):802–812

Hong H, Cao M, Wang GA (2017) The effects of network externalities and herding on user satisfaction with mobile social apps. J Electron Commer Res 18(1):18–31

Hsu CL, Chang KC, Chen MC (2012) The impact of website quality on customer satisfaction and purchase intention: perceived playfulness and perceived flow as mediators. Inf Syst e-Bus Manag 41(4):549–570

Hu PJH, Chen H, Hu HF, Larson C, Butierez C (2011) Law enforcement officers’ acceptance of advanced e-government technology: a survey study of COPLINK Mobile. Electron Commer Res Appl 10(1):6–16

Huang CD, Goo J, Nam K, Yoo CW (2017) Smart tourism technologies in travel planning: the role of exploration and exploitation. Inf Manag 54(6):757–770

Ivars-Baidal JA, Celdrán-Bernabeu MA, Mazón JN, Perles-Ivars ÁF (2019) Smart destinations and the evolution of ICTs: a new scenario for destination management? Curr Issues Tour 22(13):1581–1600

Jeong M, Shin HH (2019) Tourists’ experiences with smart tourism technology at smart destinations and their behavior intentions. J of Travel Res 59(8):1464–1477

Jiménez-Barreto J, Rubio N, Campo S, Molinillo S (2020) Linking the online destination brand experience and brand credibility with tourists’ behavioral intentions toward a destination. Tour Manag. https://doi.org/10.1016/j.tourman.2020.104101CrossRef

Johnson AG, Samakovlis I (2019) A bibliometric analysis of knowledge development in smart tourism research. J Hosp Tour Tech 10(4):600–623

Jovicic DZ (2019) From the traditional understanding of tourism destination to the smart tourism destination. Curr Issues Tour 22(3):276–282

Kang JW, Namkung Y (2016) Restaurant information sharing on social networking sites: do network externalities matter. J Hosp Tour Res 40(6):739–763

Kaur K, Kaur R (2016) Internet of things to promote tourism: an insight into smart tourism. Int J Recent Trends Eng Res 2(4):357–361

Kim H, Fiore AM, Niehm LS, Jeong M (2010) Psychographic characteristics affecting behavioral intentions towards pop-up retail. Int J Retail Dis Manag 38(2):133–154

Kim TT, Karatepe OM, Lee G (2019) Test of an integrative model of travel-related social media users’ switching intentions. Serv Bus 13(2):339–361

Kline RB (2005) rinciples and Practice of Structural Equation Modeling, vol 2. Guildford Publications, New York, NY

Lee D (2019) Effects of key value co-creation elements in the healthcare system: focusing on technology applications. Serv Bus 13(2):389–417

Lee J, Kim J, Choi JY (2019) The adoption of virtual reality devices: the technology acceptance model integrating enjoyment, social interaction, and strength of the social ties. Telemat and Inform 39:37–48

Lee JS, Choi M (2020) Examining the asymmetric effect of multi-shopping tourism attributes on overall shopping destination satisfaction. J Travel Res 59:295–314

Li CY (2018) Consumer behavior in switching between membership cards and mobile applications: the case of Starbucks. Comput Hum Behav 84:171–184

Li CY, Ku YC (2018) The power of a thumbs-up: will e-commerce switch to social commerce? Inf Manag 55(3):340–357

Li T, Chen Y (2019) Will virtual reality be a double-edged sword? exploring the moderation effects of the expected enjoyment of a destination on travel intention. J Destin Mark Manag 12:15–26

Lin CP, Bhattacherjee A (2008) Elucidating individual intention to use interactive information technologies: the role of network externalities. Int J Electron Commer 13(1):85–108

Lindič J, da Silva CM (2011) Value proposition as a catalyst for a customer focused innovation. Manag Decis 49(10):1694–1708

Liu H, Wu L, Li XR (2019) Social media envy: how experience sharing on social networking sites drives millennials’ aspirational tourism consumption. J Travel Res 58(3):355–369

Lunardo R, Ponsignon F (2019) Achieving immersion in the tourism experience: the role of autonomy, temporal dissociation, and reactance. J Travel Res 59(7):1151–1167

Martín-Rios C, Ciobanu T (2019) Hospitality innovation strategies: an analysis of success factors and challenges. Tour Manag 70:218–229

Miettinen R (2006) The sources of novelty: a cultural and systemic view of distributed creativity. Creat Innov Manag 15(2):173–1814

O’Cass A, Sok P (2015) An exploratory study into managing value creation in tourism service firms: understanding value creation phases at the intersection of the tourism service firm and their customers. Tour Manag 51:186–200

Palma FC, Trimi S, Hong SG (2019) Motivation triggers for customer participation in value co-creation. Serv Bus 13(3):557–580

Park J, Han SH, Kim HK, Oh S, Moon H (2013) Modeling user experience: a case study on a mobile device. Int J Ind Ergonom 43(2):187–196

Podsakoff PM, MacKenzie SB, Lee JY, Podsakoff NP (2003) Common method biases in behavioral research: a critical review of the literature and recommended remedies. J Appl Psychol 88(5):879–904

Polese F, Botti A, Grimaldi M, Monda A, Vesci M (2018) Social innovation in smart tourism ecosystems: how technology and institutions shape sustainable value co-creation. Sustainability 10(1):140–164

Ranjan KR, Read S (2016) Value co-creation: concept and measurement. J Acad Mark Sci 44(3):290–315

Rapp A, Rapp T, Schillewaert N (2008) An empirical analysis of e-service implementation: antecedents and the resulting value creation. J Serv Mark 22(1):24–36

Sandström S, Edvardsson B, Kristensson P, Magnusson P (2008) Value in use through service experience. Manag Serv Qual 18(2):112–126

Sedera D, Lokuge S, Atapattu M, Gretzel U (2017) Likes—the key to my happiness: the moderating effect of social influence on travel experience. Inf Manag 54(6):825–836

Shafiee S, Ghatari AR, Hasanzadeh A, Jahanyan S (2019) Developing a model for sustainable smart tourism destinations: a systematic review. Tour Manag Perspectives 31:287–300

Shao Z, Wang T, Feng Y (2015) Impact of organizational culture and computer self-efficacy on knowledge sharing. Ind Manag Data Syst 115(4):590–611

Shin D (2019) How do users experience the interaction with an immersive screen? Comput Hum Behav 98:302–310

Shin N (2006) Online learner’s ‘flow’ experience: an empirical study. Brit J EducTechnol 37(5):705–720

Singh S, Srivastava P (2019) Social media for outbound leisure travel: a framework based on technology acceptance model. J Tour Futures 5(1):43–61

Steenkamp JBEM, Baumgartner H (1992) The role of optimum stimulation level in exploratory consumer behavior. J Cons Res 19(3):434–448

Stylidis D (2020) Using destination image and place attachment to explore support for tourism: tourism vs non-tourism employees. J Hosp and Tour Res 44(6):951–973

Stylos N, Bellou V (2019) Investigating tourists’ revisit proxies: the key role of destination loyalty and its dimensions. J Travel Res 58(7):1123–1145

Sun H (2010) Sellers’ trust and continued use of online marketplaces. J Assoc Inf Syst 11(4):182–211

Um T, Chung N (2019) Does smart tourism technology matter? lessons from three smart tourism cities in South Korea. Asia Pac J Tour 10:1595691

Vargo SL, Lusch RF (2004) Evolving to a new dominant logic for marketing. J Mark 68(1):1–17

Vasconcelos AMD, Barichello R, Lezana Á, Forcellini FA, Ferreira MGG, Cauchick Miguel PA (2015) Conceptualisation of the service experience by means of a literature review. Benchmarking 22(7):1301–1314

Visa (2017) 2017 Visa tourism investigation. https://www.visa.com.tw/about-visa/newsroom/press-releases/nr-tw-170724.html. Accessed July 17 2018

Wang D, Li XR, Li Y (2013) China’s “smart tourism destination” initiative: a taste of the service-dominant logic. J Destin Mark Manag 2(2):59–61

Wang K (2015) Determinants of mobile value-added service continuance: the mediating role of service experience. Inf Manag 52(3):261–274

Wani M, Raghavan V, Abraham D, Kleist V (2017) Beyond utilitarian factors: user experience and travel company website successes. Inf Syst Front 19(4):769–785

Wong C-S, Law KS (1999) Testing reciprocal relations by non-recursive structural equation models using cross-sectional data. Organ Res Methods 2(1):69–87

Wong JWC, Lai IKW, Tao Z (2019) Sharing memorable tourism experiences on mobile social media and how it influences further travel decisions. Curr Issues Tour 23(14):1173–1787

Wu CHJ, Liang RD (2011) The relationship between white-water rafting experience formation and customer reaction: a flow theory perspective. Tour Manag 32(2):317–325

Wu J, Lu X (2013) Effects of extrinsic and intrinsic motivators on using utilitarian, hedonic, and dual-purposed information systems: a meta-analysis. J Assoc Inf Syst 14(3):153–191

Wu R, Wu Z, Wen J, Cai Y, Li Y (2019) Extrinsic and intrinsic motivations as predictors of bicycle sharing usage intention: an empirical study for Tianjin, China. J Clean Prod 225:451–458

Xiang L, Zheng X, Lee MK, Zhao D (2016) Exploring consumers’ impulse buying behavior on social commerce platform: the role of parasocial interaction. Int J Inf Manag 36(3):333–347

Yang S, Lu Y, Gupta S, Cao Y (2012) Does context matter? The impact of use context on mobile internet adoption. Int J Hum-Comput Int 28(8):530–541

Yang SB, Hlee S, Lee J, Koo C (2017) An empirical examination of online restaurant reviews on Yelp com a dual coding theory perspective. Int J Contemp Hosp Manag 29(2):817–839

Yim MYC, Chu SC, Sauer PL (2017) Is augmented reality technology an effective tool for e-commerce? an interactivity and vividness perspective. J Int Mark 39:89–103

Yoo CW, Goo J, Huang CD, Nam K, Woo M (2017) Improving travel decision support satisfaction with smart tourism technologies: a framework of tourist elaboration likelihood and self-efficacy. Technol Forecast Soc Change 123:330–341

Zhang H, Gordon S, Buhalis D, Ding X (2018) Experience value cocreation on destination online platforms. J Travel Res 57(8):1093–1107

Zhao L, Lu Y (2012) Enhancing perceived interactivity through network externalities: An empirical study on micro-blogging service satisfaction and continuance intention. Decis Support Syst 53(4):825–834

Zheng C, Yu X, Jin Q (2017) How user relationships affect user perceived value propositions of enterprises on social commerce platforms. Inf Syst Front 19(6):1261–1271

Zhou T (2015) The effect of network externality on mobile social network site continuance. Program 49(3):289–304

Zhou T, Lu Y (2011) Examining mobile instant messaging user loyalty from the perspectives of network externalities and flow experience. Comput Hum Behav 27(2):883–889

Zott C, Amit R (2017) Business model innovation: how to create value in a digital world GfK Mark Intell Rev 9(1):18–23

Titel: Value proposition as a catalyst for innovative service experience: the case of smart-tourism destinations
verfasst von: Chia-Ying Li
Yu-Hui Fang
Badri Munir Sukoco
Publikationsdatum: 17.05.2021
Verlag: Springer Berlin Heidelberg
Erschienen in: Service Business / Ausgabe 2/2021
Print ISSN: 1862-8516
Elektronische ISSN: 1862-8508
DOI: https://doi.org/10.1007/s11628-021-00443-y

Springer Professional

Abstract

Bitte loggen Sie sich ein, um Zugang zu Ihrer Lizenz zu erhalten.

Sie haben noch keine Lizenz? Dann Informieren Sie sich jetzt über unsere Produkte:

Springer Professional "Wirtschaft+Technik"

Springer Professional "Wirtschaft"

Weitere Artikel der Ausgabe 2/2021

Industrial linkage and spillover effects of the logistics service industry: an input–output analysis

Key determinants of women’s entrepreneurial intentions in encouraging social empowerment

Understanding the perceived satisfaction and revisiting intentions of lodgers in a restricted service scenario: evidence from the hotel industry in quarantine

The relationship between brand experience and consumer-based brand equity in grocerants

Consumer-to-consumer reselling adoption among European countries: differences between old and young millennials

The survival of hotels during the COVID-19 pandemic: a critical case study in Vietnam