Using customer knowledge for service innovation in travel agency industry

Xie, Liang; Guan, Xinhua; Cheng, Qiyin; Huan, Tzung‐Cheng

doi:10.1016/j.jhtm.2020.08.001

Cited by 35 publications

(48 citation statements)

References 105 publications

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“…For service performance, the study tackled customer satisfaction and customer loyalty by Yang and Peterson (2004). For customer knowledge, this paper focused on customer orientation, interaction intensity, and service innovation as studied by Xie et al (2020). Four-point Likert scale was also used in the instrument for the respondents to use as a legend: 4 as very great extent, 3 as great extent, 2 as moderate extent and 1 as no extent.…”

Section: International Journal Of Research Studies In Management 93mentioning

confidence: 99%

“…Interaction intensity increases customer orientation and customer satisfaction which in turn, lead to loyalty (Pansari & Kumar, 2017). Customer knowledge acquired through customer orientation and interaction intensity leads to service performance, service quality and service innovation (Xie et al, 2020;Enyioko & Onwusoro, 2014). Customer loyalty to online travel agency is significantly moderated by emotional intelligence.…”

Section: International Journal Of Research Studies In Management 95mentioning

confidence: 99%

“…Model summary for interaction intensity (customer knowledge) Model 3 shows the best model fit for the customer knowledge on online travel agency in terms of interaction intensity as denoted by the computed R-value of .713 (c) which is considered strong positive correlation with computed r-square of .509 which means that the interaction intensity is explained by 50.9 percent combined scores of Customer Satisfaction, Customer Loyalty and Empathy. Interaction intensity affects customer satisfaction, customer loyalty and empathy (Xie et al, 2020;Enyioko & Onwusoro, 2014).…”

Section: Tablementioning

confidence: 99%

“…Customer satisfaction that brings about interaction intensity is generated by the new customer-focused practices. Customer satisfaction leading to interaction intensity is the client's belief that the online travel agency adopts radical service improvements and new ways of rendering its services (Xie et al, 2020). Customer loyalty caused by personalization of online travel agency services drives interaction intensity.…”

Section: Tablementioning

confidence: 99%

“…Customer satisfaction and the acquired customer loyalty have significant influence on efforts toward customer orientation. Customer satisfaction and the acquired customer loyalty have significant influence on interaction intensity (Pansari & Kumar, 2017;Xie et al, 2020).…”

Section: Tablementioning

confidence: 99%

See 4 more Smart Citations

Service quality of online travel agencies in CALABARZON region

Monterey¹,

Borbon²

2021

IJRSM

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In this study, the service quality of online travel agencies in CALABARZON region in terms of Tangibility, Reliability, Responsiveness, Assurance and Empathy were examined. The OTA's service performance in terms of customer satisfaction and loyalty will be analyzed in order to propose a framework of innovation for the online travel agency. The researcher used the quantitative research design to the 376 OTA employees and customers among the 120 accredited travel agencies operating in CALABARZON IV-A. Based on the model summaries of linear regression for customer knowledge, the Customer Satisfaction and Customer Loyalty are factors that influence Customer Orientation, while Customer Satisfaction, Customer Loyalty and Empathy are factors that influence Interaction Intensity and Service Innovation. Out of this result, the given framework was formulated. It was found out that Female respondents have higher perceptions on service quality and customer orientation, unmarried respondents have significantly higher response on service quality and customer satisfaction and Baby Boomers have significantly lower response on service quality, service performance and customer knowledge of OTA Services. It was recommended for the OTA to support the agent to look out for customers' needs in rendering services. It manifests empathy through sensitivity and they may ensure customer satisfaction by focusing on their wants and needs have a constant feedback monitoring or evaluation.

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Section: International Journal Of Research Studies In Management 93mentioning

confidence: 99%