A4 Article in conference proceedings
Customer Value Framework and Recommendation Intention : The Moderating Role of Customer Characteristics in an Online Travel Community (2020)

Ukpabi, D.C., Karjaluoto, H., Olaleye, S., & Mogaji, E. (2020). Customer Value Framework and Recommendation Intention : The Moderating Role of Customer Characteristics in an Online Travel Community. In J. Neidhardt, & W. Wörndl (Eds.), Information and Communication Technologies in Tourism 2020 : Proceedings of the International Conference in Surrey, United Kingdom, January 08-10, 2020 (pp. 38-49). Springer. https://doi.org/10.1007/978-3-030-36737-4_4

JYU authors or editors

Publication details

All authors or editors: Ukpabi, D.C.; Karjaluoto, H.; Olaleye, S.; Mogaji, E.

Parent publication: Information and Communication Technologies in Tourism 2020 : Proceedings of the International Conference in Surrey, United Kingdom, January 08-10, 2020

Parent publication editors: Neidhardt, Julia; Wörndl, Wolfgang

Conference:

Place and date of conference: Surrey, United Kingdom, 8.-10.1.2020

ISBN: 978-3-030-36736-7

eISBN: 978-3-030-36737-4

Publication year: 2020

Pages range: 38-49

Number of pages in the book: 322

Publisher: Springer

Place of Publication: Cham

Publication country: Switzerland

Publication language: English

DOI: https://doi.org/10.1007/978-3-030-36737-4_4

Publication open access: Not open

Publication channel open access: 

Publication is parallel published (JYX): https://jyx.jyu.fi/handle/123456789/67328

Publication is parallel published: https://gala.gre.ac.uk/id/eprint/26384/

Abstract

The aim of this study was to develop and test a model that examined the interactions among the customer value framework, recommendation intention and customer characteristics in an online travel community (OTC). Data were obtained using Amazon Mechanical Turk from 251 members of an OTC as a sample. The partial least squares method was used to analyse the data. We found that all the variables of the customer value framework, including functional value, hedonic value and social value, were positively related to recommendation intention. In addition, using multi-group analyses, the study found differences between how different customer segments perceive each of the value dimensions and their effect on recommendation intention. Theoretical and managerial implications are offered.

Keywords: customer experience; recommendations; online services

Free keywords: customer value framework ; recommendation intention; customer characteristics; online travel community

Contributing organizations

Ministry reporting: Yes

VIRTA submission year: 2020

JUFO rating: 2