This research investigates the hotel response strategies of businesses being responsive online to stimulate customers purchase intention in eWOM communications. Specifically, this study explores the online managerial responses in terms of length, speed, and relevance of management response to customer negative reviews and how customer personality moderates the purchase intention of the hotel. A non-probability convenience sampling technique was applied to collect 441 responses from Chinese residents who have made online hotel reservations and selected the hotel only after checking the online reviews and the hotel responses. The findings confirm that hotel response to negative reviews has an essential impact on 'consumers' purchase intention and consumer personality traits. Further, the research includes the practical implications for hotels to set up the reply format and carry out effective service recovery through different expression ways of negative reviews response.
Purpose: This study examines information processing during consumer decision making on online platforms as influenced by gender differences and psychological tendencies. Further exploration is 'how much information is too much information; leading to infobesity.' Methodology: The methodology to address the objective included the questionnaires for assessment of psychological tendencies and naturalistic experiments to measure decision making in online conditions. An online marketplace prototype was created for mobile purchase, named 'mobile bazaar,' and another for hotel booking, named 'backpackers.' The prototype was designed in such a way that the manipulation of information presented to the participant is possible. Participants were recruited with purposive and snowball sampling method depending upon their willingness and familiarity with online market platforms. Final data were collected from Three hundred sixty-eight participants during the period of October 2017-March 2018. The data from questionnaires and the computerized task was scored and analyzed with SPSS version 21 with t-test, chi-square and logistic regression analysis methods. Main findings:The present study shows the influence of psychological tendencies (i.e., need for closure, exploratory tendencies, and uncertainty avoidance) and gender difference in decision making. Female seems to follow 'process less to process better' strategy, whereas, men seem to follow 'process more to get better' strategy. The findings also provided input to the debate of information measurement in consumer research. Implications:Understanding decision making features of Indian consumers can not only contribute to the understanding of the naturalistic decision-making process itself but also can provide inputs to the market researchers, designers, and policymakers.Novelty /originality of the study: The study was novel in terms of its use of the online marketplace prototype as a naturalistic decision making study method. This method allowed the researchers to examine participants' behavior (of information processing and decision making) in real like scenarios and yet had the luxury of manipulation of presenting information as per research design. Therefore the findings of present study will have more generalizability. 584 |www.hssr.in © Maidullah and Sharma expanding the options field. The service product where uncertainties are higher, it is understandable that people prefer limited information, 'process less-process better' strategy. However, at the same time, males appear to avoid uncertainty by expanding the options field whereas women do not follow this strategy. This strategy seems to get even more strengthen if impulsivity is higher in male decision-makers.Similarly, more information was sought for consumables and less for service products, but men with certain psychological tendencies sought more information for all kinds of products. Probably it can be said that women work with 'process less to process better' strategy, whereas males with certain psychological te...
The integration of navigation systems and smart tour guide apps has gained popularity among travellers with the rapid development of the internet, mobile technology, and the wide acceptance of smartphones. The purpose of the study is twofold: (1) to assess the growth of smart tour guide apps in India and (2) to examine the tourists' experiences in using smart tour guide apps. To achieve the purpose of the study, a content analysis method was employed to analyse the users' reviews on the “Audio Odigos” and the “Trip My Way,” which are very popular tour guide apps in India. The results reveal that smart tour guide apps are more preferred than the human tour guide. An app-based tour guide facilitates exceptional experiences for accurate and useful information on historical monument tours, city tours, and destination tours. Thus, the findings can be used to improve the existing apps and develop more sophisticated apps in the future that can ensure sustainable smart tourism.
scite is a Brooklyn-based organization that helps researchers better discover and understand research articles through Smart Citations–citations that display the context of the citation and describe whether the article provides supporting or contrasting evidence. scite is used by students and researchers from around the world and is funded in part by the National Science Foundation and the National Institute on Drug Abuse of the National Institutes of Health.
hi@scite.ai
10624 S. Eastern Ave., Ste. A-614
Henderson, NV 89052, USA
Copyright © 2024 scite LLC. All rights reserved.
Made with 💙 for researchers
Part of the Research Solutions Family.