Comparing online user experience across different digital business ecosystems and platforms when booking vacations

IF 7.8 3区管理学 Q1 MANAGEMENT

Review of Managerial Science Pub Date : 2023-11-23 DOI:10.1007/s11846-023-00712-2

Saïd Aboubaker Ettis, Jean-Éric Pelet, Judith Lynne Zaichkowsky

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引用次数: 0

Abstract

While various combinations of business eco-systems (desktop, laptop, tablet, mobile, smartwatch, and TV) and platforms (apps, websites, and social media pages) can be used to shop online, little is known about consumers’ preferences to choose one over another. The user experience on each eco-touchpoint and eco-channel is not the same. By comparing four groups of respondents (595 observations) using two different systems (Brand Website vs. Brand Facebook page) and two different channels (PC vs. Smartphone), this research examines how utilitarian values, hedonic values, satisfaction, and flow experience, might differ across these various business ecosystems for those booking a vacation. Participants were randomly guided to one of the four experimental groups based on their device. The results show that flow experience, utilitarian values, and hedonic values influence booking intentions. These effects differ from digital platform to digital platform and from one e-channel to another. This research deepens our theoretical understanding of the online user experience across business ecosystems and gives practical insights into how e-retailers could enhance consumers’ shopping experiences through the different e-channel and digital platforms that contribute, in a different way, to the online experience.

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比较不同数字商业生态系统和平台在预订假期时的在线用户体验

虽然可以使用各种商业生态系统(台式机、笔记本电脑、平板电脑、手机、智能手表和电视)和平台(应用程序、网站和社交媒体页面)的组合进行网上购物，但人们对消费者的偏好知之甚少。每个生态接触点和生态渠道的用户体验是不一样的。通过比较使用两种不同系统(品牌网站vs品牌Facebook页面)和两种不同渠道(PC vs智能手机)的四组受访者(595条观察结果)，本研究考察了在预订度假的不同商业生态系统中，功利主义价值观、享乐价值观、满意度和心流体验可能会有什么不同。参与者根据他们的设备被随机引导到四个实验组中的一个。结果表明，流体验、功利价值观和享乐价值观影响预订意向。这些效果因数字平台而异，也因e-channel而异。这项研究加深了我们对跨商业生态系统的在线用户体验的理论理解，并为电子零售商如何通过不同的电子渠道和数字平台以不同的方式促进在线体验来增强消费者的购物体验提供了实践见解。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Review of Managerial Science MANAGEMENT-

CiteScore

11.30

自引率

14.50%

发文量

期刊介绍： Review of Managerial Science (RMS) provides a forum for innovative research from all scientific areas of business administration. The journal publishes original research of high quality and is open to various methodological approaches (analytical modeling, empirical research, experimental work, methodological reasoning etc.). The scope of RMS encompasses – but is not limited to – accounting, auditing, banking, business strategy, corporate governance, entrepreneurship, financial structure and capital markets, health economics, human resources management, information systems, innovation management, insurance, marketing, organization, production and logistics, risk management and taxation. RMS also encourages the submission of papers combining ideas and/or approaches from different areas in an innovative way. Review papers presenting the state of the art of a research area and pointing out new directions for further research are also welcome. The scientific standards of RMS are guaranteed by a rigorous, double-blind peer review process with ad hoc referees and the journal´s internationally composed editorial board.