TY - JOUR
T1 - Making Reservations Online
T2 - The Impact of Consumer-Written and System-Aggregated User-Generated Content (UGC) in Travel Booking Websites on Consumers’ Behavioral Intentions
AU - Jin, Seunga
AU - Phua, Joe
PY - 2016/1/2
Y1 - 2016/1/2
N2 - This study examines how consumer-written and system-aggregated user-generated content (UGC) on travel booking websites jointly influence consumer behavior. The purpose of this research is to test the effects of different types of UGC on various consumer behavior outcomes. Experiment 1 found a significant interaction effect between UGC type (consumer-written versus system-aggregated) and valence (positive versus negative) on product evaluation, perceived information value, and satisfaction. Experiment 2 found a significant interaction between consumer-written and system-aggregated UGC valences. When consumer-written UGC was negative, consumers demonstrated more negative product evaluation and lower buying intention, regardless of system-aggregated UGC valence. When consumer-written and system-aggregated UGC valences matched, consumers indicated greater perceived information value, satisfaction, and future behavioral intention. Trustworthiness partially mediated the effect of the fit between consumer-written and system-aggregated UGC on consumer satisfaction.
AB - This study examines how consumer-written and system-aggregated user-generated content (UGC) on travel booking websites jointly influence consumer behavior. The purpose of this research is to test the effects of different types of UGC on various consumer behavior outcomes. Experiment 1 found a significant interaction effect between UGC type (consumer-written versus system-aggregated) and valence (positive versus negative) on product evaluation, perceived information value, and satisfaction. Experiment 2 found a significant interaction between consumer-written and system-aggregated UGC valences. When consumer-written UGC was negative, consumers demonstrated more negative product evaluation and lower buying intention, regardless of system-aggregated UGC valence. When consumer-written and system-aggregated UGC valences matched, consumers indicated greater perceived information value, satisfaction, and future behavioral intention. Trustworthiness partially mediated the effect of the fit between consumer-written and system-aggregated UGC on consumer satisfaction.
KW - Travel booking websites
KW - Web 2.0
KW - consumer behavior
KW - tourism
KW - user-generated content (UGC)
UR - http://www.scopus.com/inward/record.url?scp=84955638571&partnerID=8YFLogxK
UR - http://www.scopus.com/inward/citedby.url?scp=84955638571&partnerID=8YFLogxK
U2 - 10.1080/10548408.2015.1038419
DO - 10.1080/10548408.2015.1038419
M3 - Article
AN - SCOPUS:84955638571
VL - 33
SP - 101
EP - 117
JO - Journal of Travel and Tourism Marketing
JF - Journal of Travel and Tourism Marketing
SN - 1054-8408
IS - 1
ER -