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Value proposition as a catalyst for innovative service experience: the case of smart-tourism destinations

Author

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  • Chia-Ying Li

    (National Taichung University of Science and Technology)

  • Yu-Hui Fang

    (Tamkang University)

  • Badri Munir Sukoco

    (Universitas Airlangga)

Abstract

Although smart tourism has received considerable research attention, few studies have investigated the determinants of how tourists evaluate their service experiences. This study attempted to explore how business value proposition shapes the functional and emotional outcomes of travel experiences and influences the evaluation of service experiences. The results indicated that novelty positively affected perceived enjoyment, and complementarity and efficiency significantly influenced perceived usefulness. Furthermore, both perceived enjoyment and perceived usefulness positively affected the evaluation of service experience. Finally, this study confirmed the nonrecursive relationship between perceived enjoyment and perceived usefulness.

Suggested Citation

  • 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.
    • Handle: RePEc:spr:svcbiz:v:15:y:2021:i:2:d:10.1007_s11628-021-00443-y
    DOI: 10.1007/s11628-021-00443-y
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    1. María A. Quintás & Ana I. Martínez-Senra & Adela García-Pintos, 2023. "Is the hotel industry really committed to the environment? Answering using the business models framework," Service Business, Springer;Pan-Pacific Business Association, vol. 17(1), pages 395-428, March.
    2. 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.
    3. Adina Andra Triandafil & Alexandra Cristina Dinu & Florina Puie (Razvanta), 2021. "Destination Management Organizations: A Systematization Of Recent Literature With A Focus On New Research Trends," Cactus - The tourism journal for research, education, culture and soul, Bucharest University of Economic Studies, vol. 3(2), pages 56-63.
    4. Wen-Qi Ruan & Shu-Ning Zhang, 2022. "Understand the differences in the brand equity construction process between local and foreign restaurants," Service Business, Springer;Pan-Pacific Business Association, vol. 16(3), pages 681-719, September.

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