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An Analysis of Smart Tourism System Satisfaction Scores: The Role of Priced Versus Average Quality

Author
Kim, Jin-Young; Canina, Linda
Abstract
The availability of customer reviews from smart tourism systems provides an interesting research opportunity to investigate the role of consumer’s perceived quality relative to a reference group on online satisfaction scores. This paper shows a positive relationship between the satisfaction score and the difference between the consumers’ perceived quality and the reference group’s quality level. The findings support comparison-level theory coupled with the product-based norm as a comparison standard, which posits that consumers use the average quality of the product’s reference group as the relevant comparison standard. Furthermore, consumers are found to be more sensitive to negative deviations from the reference group’s quality than from positive deviations, which is consistent with prospect theory.
Date Issued
2015-09-01Subject
user-generated contents; hotel industry; comparison-level theory; prospect theory
Related DOI:
https://doi.org/10.1016/j.chb.2015.02.070Rights
Required Publisher Statement: © Elsevier. Final version published as: Kim, J-Y., & Canina, L. (2015) An analysis of smart tourism system satisfaction scores: The role of priced versus average quality. Computers in Human Behavior, 50,610-617. doi: 10.1016/j.chb.2015.02.070 Reprinted with permission. All rights reserved.
Type
article