Distributed Fascinating Knowledge Over an Online Travel Community

Ku, Edward C.S.

doi:10.1002/jtr.1895

Cited by 24 publications

(11 citation statements)

References 61 publications

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“…In the context of e-service, there is little or no inter-personal interaction, and all the service encounters are information technology mediated (Curran & Meuter, 2005;Meuter, Ostrom, Roundtree, & Bitner, 2000), hence customer evaluation of the information technology's performance should be the main motivation to review generation in online communities. The two key constructs of perceived ease of use and perceived usefulness in the Technology Acceptance Model or TAM (Davis, 1989) are used to examine e-service experience (Ahn, Ryu, & Han, 2007;Ku, 2014;Li & Liu, 2014;Papadopoulos et al, 2013). Ahn et al (2007) examine customer e-retailing service experience by incorporating perceived ease of use and usefulness in their research model.…”

Section: E-service Experience and Knowledge Sharingmentioning

confidence: 99%

“…Papadopoulos et al (2013) indicate that perceived usefulness and perceived ease of use of web-blog did not have a significant effect on knowledge sharing. In contrast, Ku (2014) builds upon TAM to examine website design and service quality and found positive impacts of traveler knowledge sharing in online communities. Li and Liu (2014) report perceived usefulness of e-service have a positive effect on word-of-mouth.…”

Section: E-service Experience and Knowledge Sharingmentioning

confidence: 99%

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What drives consumer knowledge sharing in online travel communities?: Personal attributes or e-service factors?

Yuan

Lin

Zhuo

2016

Computers in Human Behavior

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Additional information:Use policyThe full-text may be used and/or reproduced, and given to third parties in any format or medium, without prior permission or charge, for personal research or study, educational, or not-for-prot purposes provided that:• a full bibliographic reference is made to the original source • a link is made to the metadata record in DRO • the full-text is not changed in any way The full-text must not be sold in any format or medium without the formal permission of the copyright holders.Please consult the full DRO policy for further details. AbstractConsumer voluntary sharing of e-service knowledge in an online community is of great value to both business and consumers. This study develops and tests a research model integrating two personal attributes (consumer innovativeness and subjective knowledge)and two e-service factors (perceived ease of use and usefulness) in predicting consumer voluntary knowledge sharing in an online community. Data were collected using a webbased survey of 364 airline travelers recruited through an online travel community in China. Partial Least Squares Structural Equation Modeling (PLS-SEM) technique wasused to analyze the data. The results reveal that personal factors are stronger drivers of knowledge sharing than e-service factors. This study advances consumer knowledge sharing in online communities, and has implications for enhancing a firm's e-service strategies.

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Section: E-service Experience and Knowledge Sharingmentioning

confidence: 99%

Section: E-service Experience and Knowledge Sharingmentioning

confidence: 99%

What drives consumer knowledge sharing in online travel communities?: Personal attributes or e-service factors?

Yuan

Lin

Zhuo

2016

Computers in Human Behavior

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“…SI theory has been used in studies in the fields of tourism and technology (Casaló et al, 2010;Ku, 2012). Prior research has used SI theory to explain how a person identifies with others (Akkinen, 2005).…”

Section: Si Theorymentioning

confidence: 99%

Social identity, electronic word-of-mouth and referrals in social network services

2013

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Purpose -The main aim of this work is to explore the mechanisms that promote the transmission and reception of online opinions (electronic word-of-mouth (eWOM) and referrals) by travel services buyers in the context of social networks services (SNS). Design/methodology/approach -The research examines two areas of study: social identification theory and word-of-mouth communication in the virtual environment (eWOM). Based on these theories an explicative model has been proposed applying structural equation modeling (SEM) analysis to a sample of SNS users buying travel services. Partial least squares was chosen as a method to conduct an SEM analysis. Findings -First, the results support the central role of social identification in SNS communication. Second, the results show that SNS users give greater importance to the transmission of communication than to its reception. This fact supports the idea that SNS is used more as a tool for highlighting and maintaining social status than as a channel for information. Originality/value -The study highlights the role of social identification as the core element which drives SNS. It then analyses the development of eWOM communication in the new context provided by SNS. In addition eWOM communication is studied from two perspectives: from the standpoint of the communicator, but also the receiver. Finally, it seems appropriate to differentiate between virtual communities discussing tourism (e.g. www.TripAdvisor.com) and the SNS (e.g. www.facebook.com, www.twitter.com). While the former seems to be a growing source of information, the latter acts rather more in a social context.

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“…Cognitive, affective, and evaluative components of customer brand identification interact with each other in realizing positive and negative eWOM (So, Wu, Xiong, & King, 2017;Su et al, 2014). Ku (2014) shed light on the dynamics within online travel communities and explored factors such as social identification that affect the sharing of tacit knowledge. Nusair, Bilgihan, and Okumus (2013) found that Gen Y travelers' use of social media is driven by innovativeness, desire to share information, and perceived utility, while their interactions are predictors of trust and loyalty.…”

Section: Online and Social Media Researchmentioning

confidence: 99%

Threat or treat for tourism organizations? The Copenhagen Zoo social media storm

Rydén

Kottika

Hossain

et al. 2019

Journal of Tourism Research

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Social media have emerged as a game changer for tourism by empowering consumers to collectively approve or oppose organizational behaviors. When consumers rise against organizations, social media storms (SMSs) can be an outcome. This research proposes a conceptual framework to help tourism organizations understand SMSs and to guide more effective decision making. Contextualized by a case study of the Copenhagen Zoo, it is shown how and why SMSs are an expression of negative consumer empowerment that brings challenges as well as opportunities. As demonstrated, an SMS can lead to a helix for value creation for the organization, consumers, and society. KEYWORDSSocial media storm (SMS); tourist attraction branding; consumer empowerment; negative customer emotions; marketing management; Copenhagen Zoo 1 | INTRODUCTION Social media have profoundly impacted tourism and marketing (Leung, Law, van Hoof, & Buhalis, 2013) by fundamentally changing the way organizations interact with customers. Booking sites have diminished the role of travel agents as consumers can plan their holidays more expediently, conveniently, and cheaply. Social media and sites based on customer reviews, like TripAdvisor, have gained momentum (Oriade & Robinson, 2019). Tourism organizations may benefit from their global range, but Wee (2017) warns organizations and researchers not to ignore the role of social media as they enable consumers to become critics in their own rights. Though social media communication strongly impacts tourism firms and tourist decision-making (Moro and Rita, 2018), it is scarcely investigated in tourism research.This research aims to fill this void by showing why consumer empowerment in the tourism sector is not only realized through online consumer-centric marketing (Niininen, Buhalis, & March, 2007), but also by openly sharing opinions, attitudes, and emotions towards service providers. While consumers embrace the empowerment, organizations struggle to manage the process (Shankar, Cherrier & Caniford, 2006). In an increasing number of cases, negative emotions having retaliatory intent and anger (Grégoire & Fisher, 2008) accumulate on social media, and are being referred to as social media storms (SMSs).An SMS refers to a sudden and explosive social media dissemination of negative consumer emotion towards an organization (Pfeffer, Zorbach, & Carley, 2014). Consumer empowerment is defined as a state of mind, often accompanied by a physical act, which enables consumers to push through their needs, wants, and demands with other individuals or organizations in the marketplace (Pires,

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Distributed Fascinating Knowledge Over an Online Travel Community

Cited by 24 publications

References 61 publications

What drives consumer knowledge sharing in online travel communities?: Personal attributes or e-service factors?

What drives consumer knowledge sharing in online travel communities?: Personal attributes or e-service factors?

Social identity, electronic word-of-mouth and referrals in social network services

Threat or treat for tourism organizations? The Copenhagen Zoo social media storm

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