The multiple effects of service innovation and quality on transitional and electronic word-of-mouth in predicting customer behaviour

Lee, Wei-Long; Liu, Chih‐Hsing; Tseng, Tzu-Wen

doi:10.1016/j.jretconser.2021.102791

Cited by 53 publications

(36 citation statements)

References 50 publications

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“…, 2021). In this context, the search for new experiences is also significant (see Lee et al. , 2022).…”

Section: Resultsmentioning

confidence: 99%

“…In this sense, social media is the main source of information in relation to unique experiences (Stylos et al, 2021). In this context, the search for new experiences is also significant (see Lee et al, 2022). This is, for example, observed with service robots.…”

Section: Co-creation and Innovationmentioning

confidence: 86%

“…The food service sector is also concerned about Generation Z since they enjoy dining out and are willing to try new dishes (Lee et al. , 2022).…”

Section: Theoretical Frameworkmentioning

confidence: 99%

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The way we live, the way we travel: generation Z and sustainable consumption in food tourism experiences

Orea-Giner

Fusté‐Forné

2023

BFJ

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PurposeThis research aims to examine Generation Z's perspectives of sustainable consumption in food tourism experiences, considering the drivers on food tourists' behavioural intents and basing its analysis on the value-attitude-behaviour model of norm activation theory.Design/methodology/approachUsing a qualitative design, 27 qualitative online surveys were conducted with Generation Z travellers who are also active on social media.FindingsResults show that while they are aware of environmental knowledge and ethical food choices and think that sustainable food consumption improves individual and social wellbeing, the sustainability of food consumption is limited by factors such as time and budget. Also, results reveal that the eating habits of Generation Z people are more sustainable when they eat at home than when they travel. Theoretical and practical implications for food tourism management and marketing are described.Originality/valueWhile food tourism has been largely investigated in recent years, little previous research has focused on the relationships between daily eating behaviours and sustainable consumption in food tourism experiences, especially from the perspective of Generation Z individuals and the influence of social media on individual and social food decisions.

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“…, 2021). In this context, the search for new experiences is also significant (see Lee et al. , 2022).…”

Section: Resultsmentioning

confidence: 99%

Section: Co-creation and Innovationmentioning

confidence: 86%

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The way we live, the way we travel: generation Z and sustainable consumption in food tourism experiences

Orea-Giner

Fusté‐Forné

2023

BFJ

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“…As it has gradually become a consensus that public opinions can cause emotional changes, it is further discovered in the academia that the triggered emotion often leads to changes in behavior ( Lee et al, 2022 ). Such mechanism where emotions cause behavioral changes generally exists not only in simple personal characteristics, but also more prominently in the law of mass communication among the public.…”

Section: Literature Reviewmentioning

confidence: 99%

Appeal of word of mouth: Influences of public opinions and sentiment on ports in corporate choice of import and export trade in the post-COVID-19 era

Yao

Li²,

Chen³

et al. 2022

Ocean & Coastal Management

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“…Specifically, eWOM is easier to obtain and can reach a wider audience faster ( Loureiro et al, 2018 ; Lee and Choi, 2019 ; Verma and Yadav, 2021 ). Prior literature has extensively investigated the action mechanism of word of mouth and its electronic form (i.e., eWOM) in the field of hospitality and tourism ( Huete-Alcocer, 2017 ; Yen and Tang, 2019 ; Pourfakhimi et al, 2020 ; Zhang et al, 2022 ), arguing that the perception of word-of-mouth can predict tourists’ behavior ( Lee et al, 2022 ). Therefore, prior scholars have recognized it as an indispensable driving force in the development of tourism ( Han et al, 2019 ).…”

Section: Literature Review and Research Hypothesismentioning

confidence: 99%

The value of tourism public opinion management in social governance: A study on the impact of electronic word-of-mouth perception on people’s livelihood well-being

Xiu-xiang

Jiang

2022

Front. Psychol.

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In the process of tourism market upgrading and tourism iteration, tourism companies will face a more complex public opinion environment. Designing a socialized public opinion management method for tourism with social governance to improve people’s livelihood and well-being has become the primary concern of the tourism industry. Therefore, the existing literature has extensively focused on the role and influence of public opinion word of mouth from the perspective of tourist or consumer behavior. However, moderating role of individual tourist characteristics and environmental elements has not yet been deeply explored. Therefore, integrating with the background of the social media, this study examines how electronic word-of-mouth (eWOM) is related to the well-being of people’s livelihood, and explores the interaction between individual characteristics and eWOM perception in Study 1. Furthermore, in Study 2, we provided novel boundary conditions, namely environmental elements (i.e., physical, social and historical environment). We used mixed methods (i.e., quantitative and experimental designs) to reveal that tourists’ perceptions of eWOM have a significant positive effect on tourists’ well-being experience. The results show that tourists’ eWOM perception has a significant positive impact on their well-being experience. In addition, individual characteristics and environmental elements showed significant moderating effects between eWOM and well-being of people’s livelihood. This study discusses the theoretical and practical implications, exploring the value of tourism public opinion management in social governance centered on tourists’ eWOM perception, which helps tourism companies to effectively prevent and resolve risks affecting social harmony and stability in the field of cultural tourism and create a safe and stable cultural tourism market environment.

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The multiple effects of service innovation and quality on transitional and electronic word-of-mouth in predicting customer behaviour

Cited by 53 publications

References 50 publications

The way we live, the way we travel: generation Z and sustainable consumption in food tourism experiences

The way we live, the way we travel: generation Z and sustainable consumption in food tourism experiences

Appeal of word of mouth: Influences of public opinions and sentiment on ports in corporate choice of import and export trade in the post-COVID-19 era

The value of tourism public opinion management in social governance: A study on the impact of electronic word-of-mouth perception on people’s livelihood well-being

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