The impact of consumer confusion on the service recovery effect of Online Travel Agency (OTA)

Wei, Jiahua; Liu, Minkun; Li, Wei; Hou, Zhiping; Li, Lei

doi:10.1007/s12144-022-03540-x

Cited by 4 publications

(9 citation statements)

References 26 publications

(26 reference statements)

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“…Such emotions are categorized as positive emotions. Furthermore, effective resolution of consumer inquiries by frontline mall employees can significantly alleviate consumer confusion (Wei et al, 2023). The awareness of this proactive approach to solving consumers' problems can mitigate environmental stressors and prevent the onset of negative emotions.…”

Section: Emotion As Having a Mediating Role Between Service Atmospher...mentioning

confidence: 99%

Influence of environmental stimulation on impulse purchases in shopping malls

Au-Yeung,

Chao,

Chang

2024

IJRBS

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Impulse purchases play a vital role in the sales revenue of shopping malls. This study utilized the Stimulus-Organism-Response framework to explore how shopping mall atmosphere stimulates consumer emotions, thereby impacting impulse purchase behavior. Structural equation modeling was employed for data analysis. The findings revealed that both positive and negative emotions can act as mediators in the process of forming impulse purchase behavior, albeit with distinct and sometimes antagonistic effects. This phenomenon is attributed to the differential impact of the service atmosphere on stimulating consumer emotions. Additionally, the study identified that only positive emotions can serve as mediators between spatial atmosphere and impulse purchases. In essence, stimuli in the shopping environment can influence consumer emotional responses, thereby prompting impulse purchase behavior.

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Section: Emotion As Having a Mediating Role Between Service Atmospher...mentioning

confidence: 99%

Influence of environmental stimulation on impulse purchases in shopping malls

Au-Yeung,

Chao,

Chang

2024

IJRBS

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“…Overload confusion arises when marketers impart excess information and choices to consumers beyond their mental capabilities to process (Guo and Li, 2022). A remarkable increase in complex marketplace stimulus in the form of poor information presentation (Garaus, 2018), which includes cramming a lot of complicated information about abundant hospitality websites on different social media handles, as well as numerous travel packages, into a limited amount of hotel and travel online space may tax customers' cognitive abilities and lead to overload confusion (Shiu, 2017;Wei et al, 2022). Overload confusion is more significant in the hospitality industry because it necessitates a more considerable financial and non-financial investment than buying regular retail goods and other non-tourism service products (Abdollahi et al, 2020).…”

Section: Jstp 334mentioning

confidence: 99%

“…Because purchasing tourism-related goods and services requires a greater monetary and non-monetary investment than buying regular retail goods and other non-tourism service products, as there is a lot of uncertainty involved because the tourists will avail the service in a different place from where they live (Lu et al. , 2016; Wei et al. , 2022).…”

Section: Introductionmentioning

confidence: 99%

“…As a result, consumers put off buying decisions to gain clarity on the inadequate stimulus that they received on online tourism websites (Sharma et al, 2022). Because purchasing tourism-related goods and services requires a greater monetary and non-monetary investment than buying regular retail goods and other non-tourism service products, as there is a lot of uncertainty involved because the tourists will avail the service in a different place from where they live (Lu et al, 2016;Wei et al, 2022). Decision postponement is 'a deferment of a decision to understand the confusing situation related to a service purchase' (Xue et al, 2020).…”

Section: Introductionmentioning

confidence: 99%

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Consumer confusion and its consequences in the e-hospitality marketplace: the mediating role of negative emotions

Sharma

Singh

Prakash

2023

JSTP

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PurposeCluttered website layout and a poor presentation of information on limited web space are present on tourism websites as ineffective marketplace stimuli that give rise to the problem of consumers' confusion. Based on stimulus organism response theory (SOR), this research investigates the three-dimensional confusion framework, its direct and indirect effect on negative eWOM, and consumers' decision postponement, considering negative emotion as a mediator.Design/methodology/approachOn the data gathered from 501 respondents, structural equation modelling was used to test the proposed research hypotheses.FindingsThe results reveal the existence of the ineffective marketplace stimulus as an antecedent of consumer confusion. Further outcomes validate the cognitive, affective and response behaviour state by demonstrating the direct influence of different types of confusion on negative emotions, electronic word-of-mouth (eWOM) and decision postponement. The association between cognitive and response behaviour is also mediated by negative emotion.Practical implicationsThe study offers substantial practical insights for managers and company operators to better grasp the significance of the affective dimension in consumer confusion in view of the extended SOR model to encapsulate the role of human consciousness.Originality/valueThis study is among the first extensive studies to examine consumer confusion in the context of the modified SOR model that captures the essence of human consciousness by understanding the role of affective emotions between various confusions, negative eWOM and decision postponement. In addition, the ineffective marketplace stimulus as a confusion antecedent and negative eWOM as a response behaviour were studied for the first time.

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“…Poor market stimulation on hospitality websites, such as complicated website designs, poor usability, disorganised information representation, complex features and ineffective search capabilities, can lead to unpleasant and confused purchasing experiences (Anninou, 2018;Guo and Li, 2022). Ineffective marketplace stimulus causes confusion, which drives consumers to spread negative word-ofmouth (Wei et al, 2022). Nowadays, customers do not shy in sharing their unfavourable online experiences with a larger audience through negative electronic word-of-mouth (eWOM) on blogs, social media and business websites (Guo and Li, 2022).…”

Section: Consumer Confusion and Negative Ewom 2161mentioning

confidence: 99%

Consumer confusion and negative eWOM in the e-hospitality marketplace: the moderated moderation model of gender and technology self-efficacy

Sharma,

Pandher,

Prakash

2023

JHTI

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PurposeThe goal of this paper is to use the stimulus-organism-response (S-O-R) paradigm to understand how ineffective marketplace stimuli affect perceptions related to online travel package booking, which in turn cultivate various types of confusion, and how these confusions are channelled into behavioural dispositions of consumers, such as negative electronic word-of-mouth (eWOM). It also aims to investigate the moderating effects of gender and technology self-efficacy for the suggested framework.Design/methodology/approachA sample of 437 participants who had recently booked an online travel package, underwent an analysis using a survey study design. Structural equation modelling with multigroup analysis was used to evaluate the hypotheses and the moderation effect.FindingsThe findings suggest that inefficient market stimulus results in various forms of confusion, further contributing to negative eWOM. The results also imply that technology self-efficacy lessens the effect of various confusions on adverse eWOM, and gender is found to have a moderating effect on the relationships between ineffective marketplace stimuli, confusion and negative eWOM.Practical implicationsThe research offers tourism and hospitality management advice on how to deal with inefficient marketplace stimulation to lessen confusion, which then reduces unfavourable eWOM. Additionally, the moderate impact of technology self-efficacy and gender established through the current study has important ramifications from a tourism managers' perspective.Originality/valueThis study develops and validates an empirical model, which will be utilised as a framework to fully understand consumer confusion brought on by ineffective marketplace stimulation, which causes adverse eWOM. The study also gives new perspectives on the moderating roles of gender and technology self-efficacy, which have received little attention in earlier studies.

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The impact of consumer confusion on the service recovery effect of Online Travel Agency (OTA)

Cited by 4 publications

References 26 publications

Influence of environmental stimulation on impulse purchases in shopping malls

Influence of environmental stimulation on impulse purchases in shopping malls

Consumer confusion and its consequences in the e-hospitality marketplace: the mediating role of negative emotions

Consumer confusion and negative eWOM in the e-hospitality marketplace: the moderated moderation model of gender and technology self-efficacy

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