Managing Customer Reviews for Value Co-creation: An Empowerment Theory Perspective

被引：56
|
作者：
Shin, Hakseung [1 ]
Perdue, Richard R. [1 ]
Pandelaere, Mario [2 ,3 ]
机构：
[1] Virginia Tech, Howard Feiertag Dept Hospitality & Tourism Manage, Pamplin Coll Business, Blacksburg, VA 24061 USA
[2] Virginia Tech, Pamplin Coll Business, Dept Mkt, Blacksburg, VA 24061 USA
[3] Univ Ghent, Dept Mkt, Ghent, Belgium
来源：
JOURNAL OF TRAVEL RESEARCH | 2020年 / 59卷 / 05期
关键词：
knowledge value co-creation; empowerment; tourist interactive engagement; online hotel review; managerial response; personalization; ONLINE REVIEWS; EXPERIENCES ATTENTION; ENGAGEMENT BEHAVIORS; CONSUMER EMPOWERMENT; SERVICE INNOVATION; VALUE COCREATION; SOCIAL MEDIA; TOURISM; RESPONSES; IMPACT;
D O I：
10.1177/0047287519867138
中图分类号：
F [经济];
学科分类号：
02 ;
摘要：
Tourism provides myriad opportunities for customer engagement and value co-creation, especially in online communities. This research analyzed the role of empowerment in the tourist knowledge value co-creation process in online review contexts. Using scenario-based, between-subjects experimental designs, three studies were conducted using online consumer samples to examine the effects of hotel response personalization and online review valence on empowerment and intention to co-create knowledge value for both previous and prospective hotel guests. The studies find that online reviewers (previous guests) are more empowered when they receive a personalized response and when they have positive service experiences. The effect of hotel response personalization on empowerment is stronger in negative as compared to positive review scenarios. Empowerment mediates the effect of personalization on intentions to co-create knowledge value. The same effects exist for prospective guests who read online reviews and hotel responses. Theoretical and practical implications are discussed.
引用
收藏
页码：792 / 810
页数：19
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