Understanding online event experience: The importance of communication, engagement and interaction

Kharouf, Husni; Biscaia, Rui; García-Pérez, Alexeis; Hickman, Ellie

doi:10.1016/j.jbusres.2019.12.037

Cited by 61 publications

(62 citation statements)

References 105 publications

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“…Additional studies could also assess how complementary online services (i.e. second screen, apps; Kharouf et al, 2020) may enhance live experiences. A comparison of service quality among spectator and participatory sport would also be fruitful research lines as both contexts have gathered significant research attention (Yoshida, 2017).…”

Section: Limitations and Future Researchmentioning

confidence: 99%

Service quality and its effects on consumer outcomes: a meta-analytic review in spectator sport

Biscaia

Yoshida

Kim

2021

European Sport Management Quarterly

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Research question: Previous research on service quality in spectator sport has provided mixed results on its measurement and influence on spectators' outcomes. This study synthesises previous empirical research in a meta-analytic framework to provide a comprehensive understanding of service quality measurement, its effects on spectators' perceived value, satisfaction and behavioural intentions, while also exploring culture and sport setting as moderators.Research methods: This meta-analysis is based on a comprehensive search of peer-reviewed articles. It integrates 121 effect sizes based on 139,796 participants from 121 independent studies that were examined through a meta-analytic structural equation model. Results and findings: The results indicated that the dimensions of functional and aesthetic quality had a moderate effect on perceived value and a small effect on both satisfaction and behavioural intentions. Core product quality showed a moderate influence on satisfaction but did not influence neither perceived value nor behavioural intentions. Both perceived value and satisfaction were significantly related to behavioural intentions. Culture and sport setting partially moderated the relationships between service quality and spectator outcomes (perceived value, satisfaction and behavioural intentions towards the teams). Implications: This meta-analysis aggregates a range of attributes derived from previous studies in a comprehensive model and provides a succinct overview of the differential role of service quality dimensions on spectators' perceived value, satisfaction and behavioural intentions. It offers a roadmap for planning service delivery in spectator sport that contributes to recalibrate future directions for research and practice.

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Section: Limitations and Future Researchmentioning

confidence: 99%

Service quality and its effects on consumer outcomes: a meta-analytic review in spectator sport

Biscaia

Yoshida

Kim

2021

European Sport Management Quarterly

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“…Studies also explored several outcomes of consumer engagement including purchase intention, trust, loyalty, satisfaction, word-of-mouth, and value co-creation (Brodie et al, 2011;Thakur, 2018;Kharouf, et al, 2020;Kumar & Kumar, 2020;Ng et al, 2020;Yuan, et al, 2020). Recently, due to information technology advancement and the emergence of different social media platforms, consumers engage with marketers via online channel hence, consumer online engagement emerges as an attractive arena of research (Dessart et al, 2016;Hollebeek et al, 2019;Ng et al, 2020).…”

Section: Consumer Engagement and Online Search Benefitsmentioning

confidence: 99%

“…This study attempts to fill the above gap by examining how consumer engagement with online platforms play a role in shaping consumer behavioural intention. Further, Emerging research suggested that consumer online engagement leads to several positive consumer responses such as purchase intention, trust, satisfaction, loyalty, commitment, repurchase intention, forgiveness, and positive word of mouth (Fernandes & Esteves, 2016;Ahn & Back, 2018;Thakur, 2018;Kharouf, et al, 2020;Ng et al, 2020;Yuan et al, 2020). However, very scant efforts were made to examine the negative impact of consumer engagement on consumer behavioural intention (Ng et al, 2020).…”

Section: Introductionmentioning

confidence: 99%

How Does Online Engagement Drive Consumers' Webrooming Intention?

Shankar

Yadav

Gupta

et al. 2021

Journal of Global Information Management

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Based on the cognitive-motivational-relational (CMR) theory, this study empirically investigates the mechanisms through which consumers' online engagement impacts their channel switching intention. The present study examines the mediating effects of perceived value and the ways in which these mediating effects are moderated by online risk perception. Data were collected from 428 online Indian consumers using systematic random sampling. The results of the structural and process macro analyses indicated that consumer online engagement has a significant impact on consumer online search benefits which in turn leads to webrooming intention. Also, perceived value mediated the effects of online search benefits and offline purchase benefits on webrooming intention. The results advance the theory of CMR by explaining consumer channel switching behaviour and are expected to help multi-channel retailers to identify the key drivers that help engage consumers online.

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“…It also seeks to identify the gaps in shaping their desires and aspirations and solving many of the consumer's day-to-day problems in purchasing. Consumer decision-making is a process that begins with problem recognition and ends with post-purchase dissonance, and the process begins all over again (Kharouf et al, 2020).…”

Section: Literature Reviewmentioning

confidence: 99%

An Influence of Social Distance on Tourist Decision-Making Process: A Case of Tourists Visiting the Maasai Mara National Game Reserve

Belinda

Beatrice

Sulo

2021

ijthr

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Purpose of the study: The study aims to assess the influence of social distance on the tourist decision-making process on tourists visiting the Maasai Mara National Game Reserve using the construal level theory. Methodology: Exploratory research design was used using regression equation modeling. The Borgardus social distance scale was adapted to structure the questionnaire. A sample of 157 tourists was selected. The data were analyzed using descriptive and inferential statistics which were used to determine the relationship between the variables. The hypothesis was tested at a 5% level of confidence. Main Findings: The study established that the majority of the respondents understood and indicated that social distancing influenced their choice of a destination. Social distance (R=0.580, p=0.00<0.05) had a strong positive and significant influence on the contractual level of tourist choice of a destination. It was further established that construal level accounted for up to 33.6 percent of the variance in choice of destination (R2=0.336). Applications of this study: The study recommends that the conventional consumer behaviour model can be enhanced in decision making by incorporating the construal level of destination decision making for tourists. It will be beneficial to the tourists visiting Maasai Mara National Game Reserve, the marketers, hotels and destination owners, and the government at large. Novelty/Originality of this study: Decision-making is central to the satisfaction of a customer that seeks value for his/her money. Though research in consumer decision-making has been conducted before its application in tourist’s destination decision-making process remains new. This study sought to bring to light this link and fill this gap in the literature.

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Understanding online event experience: The importance of communication, engagement and interaction

Cited by 61 publications

References 105 publications

Service quality and its effects on consumer outcomes: a meta-analytic review in spectator sport

Service quality and its effects on consumer outcomes: a meta-analytic review in spectator sport

How Does Online Engagement Drive Consumers' Webrooming Intention?

An Influence of Social Distance on Tourist Decision-Making Process: A Case of Tourists Visiting the Maasai Mara National Game Reserve

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