Determinants of Customer Satisfaction and eWOM in the Sharing Economy: Timeshare versus Peer-to-Peer Accommodations

Redditt, J. R.; Orlowski, Marissa; Fyall, Alan; Gregory, Amy; Ro, Heejung

doi:10.3390/tourhosp3010016

Cited by 12 publications

(17 citation statements)

References 66 publications

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“…operating guest management systems) necessary for providing an enjoyable experience to customers. By staging services as experiences, the concierge can play an influential role in creating a competitive advantage, often driven by high-quality concierge-customer interactions (Redditt et al. , 2022).…”

Section: The Roles Of Ai Concierge In the Customer Journeymentioning

confidence: 99%

AI concierge in the customer journey: what is it and how can it add value to the customer?

Liu,

Vakeel,

Smith

et al. 2024

JOSM

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PurposeAn AI concierge is a technologically advanced, intelligent and personalized assistant that is designated to an individual customer, proactively taking care of that customer’s needs throughout the service journey. This article envisions the idea of AI concierges and discusses how to leverage AI concierges in the customer journey.Design/methodology/approachThis article takes a conceptual approach and draws insights from literature in service management, marketing, psychology, human-computer interaction and ethics.FindingsThis article delineates the fundamental forms of AI concierges: dialog interface (no embodiment), virtual avatar (embodiment in the virtual world), holographic projection (projection in the physical world) and tangible service robot (embodiment in the physical world). Key attributes of AI concierges are the ability to exhibit semantic understanding of auditory and visual inputs, maintain an emotional connection with the customer, demonstrate proactivity in refining the customer’s experience and ensure omnipresence through continuous availability in various forms to attend to service throughout the customer journey. Furthermore, the article explores the multifaceted roles that AI concierges can play across the pre-encounter, encounter and post-encounter stages of the customer journey and explores the opportunities and challenges associated with AI concierges.Practical implicationsThis paper provides insights for professionals in hospitality, retail, travel, and healthcare on leveraging AI concierges to enhance the customer experience. By broadening AI concierge services, organizations can deliver personalized assistance and refined services across the entire customer journey.Originality/valueThis article is the first to introduce the concept of the AI concierge. It offers a novel perspective by defining AI concierges’ fundamental forms, key attributes and exploring their diverse roles in the customer journey. Additionally, it lays out a research agenda aimed at further advancing this domain.

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Section: The Roles Of Ai Concierge In the Customer Journeymentioning

confidence: 99%

AI concierge in the customer journey: what is it and how can it add value to the customer?

Liu,

Vakeel,

Smith

et al. 2024

JOSM

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show abstract

“…Due to the growing presence and influence of the Internet and social media, the hospitality industry now places a higher emphasis on delivering exceptional customer satisfaction [50]. As customers have access to more information and options, providing superior customer satisfaction is crucial for businesses to thrive in a highly competitive market and gain positive online reviews and referrals [11,25,50]. In an ever-evolving landscape where customers have the power to influence others to purchase a particular service or product through eWOM, CS is a vital element in the success of businesses [12,15].…”

Section: The Link Between Cs and Ewommentioning

confidence: 99%

“…Perceived quality (PQ), customer satisfaction (CS), and positive emotional experience (PEE) are some of the most influential factors that affect the generation of positive eWOM [9][10][11][12][13]. In the hotel industry context, PQ denotes the customer's comprehensive evaluation of the level of service quality provided by the hotel.…”

Section: Introductionmentioning

confidence: 99%

Power of eWOM and Its Antecedents in Driving Customers’ Intention to Revisit: An Empirical Investigation on Five-Star Eco-Friendly Hotels in Saudi Arabia

et al. 2023

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In recent years, electronic word-of-mouth (eWOM) has greatly impacted the hotel industry, as social media and online review platforms have given customers many opportunities to share their personal experiences with other individuals. Hence, this study aimed to empirically investigate several relationships within the setting of five-star eco-friendly hotels in Saudi Arabia. These included: (1) the direct impact of perceived quality (PQ), positive emotional experience (PEE), and customer satisfaction (CS) on promoting positive eWOM; (2) the potential intermediary role of CS in the connections between PQ, PEE, and eWOM; (3) the direct influence of eWOM on intention to revisit (ITR); and (4) the potential intermediary role of eWOM in the PQ–ITR, CS–ITR, and PEE–ITR relationships. To achieve these objectives, an online questionnaire was developed and directed to a sample of Saudi individuals who have stayed in five-star eco-friendly hotels, particularly in Riyadh City. Based on their previous interactions with these hotels on the TripAdvisor website during the last six months and their willingness to participate in the field study, a convenience sampling technique was utilized to select participants for data collection. The study mainly focused on Saudi individuals to investigate their behaviors and attitudes toward eco-friendly hotels, which have been considered a growing trend in the country in recent years. Participants were emailed individually, and a total of 423 acceptable forms were gathered and subjected to analysis using the PLS-SEM method. The research’s findings revealed that PQ had the strongest predictive power for promoting positive eWOM, leading to a greater increase in ITR than PEE and CS. Moreover, the study identified the significant mediating influence of CS in exploring how PEE and PQ contribute to customers’ intention to spread positive eWOM. Additionally, the results showed the substantial role of eWOM in mediating the relationships between PQ, PEE, CS, and ITR. Based on these findings, the study suggests practical implications for hotel operators and marketers looking to promote positive eWOM and increase revisit intentions.

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“…Timeshare is a significant part of sharing economy in terms of temporary access to goods and services (Redditt et al, 2022). The timeshare idea had its beginnings in Europe in 1967.…”

Section: Times Harementioning

confidence: 99%

Sharing Economy and Enhancing Tourist Perceived Value: A Proposed Conception for an Official Timeshare Platform in Egypt

Fakharany

Salama²

2022

International Journal of Tourism and Hospitality Management

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This paper aims at examining the role of sharing economy, especially timeshare service, in enhancing tourist perceived value. The setting for this study has been applied on timeshare owners in various destinations in Egypt. Although timeshare is considered the cornerstone of a profitable destination development, it faces many troubles and a little attention to be well exploited. From this perspective, this study aims at assessing timeshare service as it is widely considered one of the most rapidly growing components of the global tourism economy. The study adopted a multi-dimensional scale to assess perceived value including functional, emotional and social value dimensions. A quantitative analysis of 053 questionnaires distributed among timeshare owners within various tourist destinations (Ain Sokhna, Hurghada, Sharm El Sheikh) has been applied from May 2022 till August 2022. The findings outlined a strong positive effect of timeshare on tourist perceived value. Furthermore, results showed that platform governance positively affects timeshare service. This study proposes an official timeshare platform in Egypt for a better financial performance and a governmental supervision than traditional timeshare.

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Determinants of Customer Satisfaction and eWOM in the Sharing Economy: Timeshare versus Peer-to-Peer Accommodations

Cited by 12 publications

References 66 publications

AI concierge in the customer journey: what is it and how can it add value to the customer?

AI concierge in the customer journey: what is it and how can it add value to the customer?

Power of eWOM and Its Antecedents in Driving Customers’ Intention to Revisit: An Empirical Investigation on Five-Star Eco-Friendly Hotels in Saudi Arabia

Sharing Economy and Enhancing Tourist Perceived Value: A Proposed Conception for an Official Timeshare Platform in Egypt

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