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Test of an integrative model of travel-related social media users’ switching intentions

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  • Taegoo Terry Kim

    (Kyung Hee University)

  • Osman M. Karatepe

    (Eastern Mediterranean University)

  • Gyehee Lee

    (Kyung Hee University)

Abstract

An integrative model of travel-related social media (TSM) users’ switching intentions is proposed and tested. Data were collected from 393 Korean TSM users. The structural equation modeling results reveal that TSM users’ confirmation of expectation enhances both utilitarian and hedonic values. TSM users’ confirmation of expectation elevates their satisfaction. Such users’ perceptions of utilitarian and hedonic values also foster their satisfaction. TSM users’ perceptions of hedonic values and satisfaction as well as their perceptions of sunk costs for TSM usage reduce their proclivity to switch. The negative effects of sunk costs on switching intentions are stronger among users who are more satisfied with TSM usage. Implications of the empirical findings are discussed in the study.

Suggested Citation

  • Taegoo Terry Kim & Osman M. Karatepe & Gyehee Lee, 2019. "Test of an integrative model of travel-related social media users’ switching intentions," Service Business, Springer;Pan-Pacific Business Association, vol. 13(2), pages 339-361, June.
    • Handle: RePEc:spr:svcbiz:v:13:y:2019:i:2:d:10.1007_s11628-018-0385-6
    DOI: 10.1007/s11628-018-0385-6
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    References listed on IDEAS

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    Cited by:

    1. Ja-Shen Chen & Piyanoot Kamalanon & Thanyamai P. Janupiboon, 2022. "Company websites and mobile apps versus social media: which service experience creates more customer value for online travel agencies?," Service Business, Springer;Pan-Pacific Business Association, vol. 16(4), pages 1081-1110, December.
    2. Wee-Kheng Tan & Ching-Hsiang Lin, 2021. "Why do individuals word-of-mouth destinations they never visited?," Service Business, Springer;Pan-Pacific Business Association, vol. 15(1), pages 131-149, March.
    3. Chia-Ying Li & Yu-Hui Fang & Badri Munir Sukoco, 2021. "Value proposition as a catalyst for innovative service experience: the case of smart-tourism destinations," Service Business, Springer;Pan-Pacific Business Association, vol. 15(2), pages 281-308, June.
    4. Honora, Andreawan & Chih, Wen-Hai & Wang, Kai-Yu, 2022. "Managing social media recovery: The important role of service recovery transparency in retaining customers," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).

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