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http://dx.doi.org/10.52255/smarttourism.2022.2.4.5

Service Quality and Information Value of Online Travel Chat - A Case from KTO's 1330 Chat  

Petya, Todorova (Kyung Hee University)
Hyemin, Kim (Kyung Hee University)
Chulmo, Koo (Smart Tourism Education Platform (STEP), College of Hotel and Tourism Management, Kyung Hee University)
Publication Information
Journal of Smart Tourism / v.2, no.4, 2022 , pp. 35-43 More about this Journal
Abstract
Tourism businesses use chat services to provide immediate customer support and to help users navigate within a website, but there are more outcomes of this interaction that should be examined. The current study aimed to discover if the online travel chat service quality and information value of the online travel chat service lead to user satisfaction with the service and visit intention to a recommended destination by Korea Tourism Organization's 1330 Live Chat. The results indicate that information value (functional and innovation) and online travel chat service quality (reliability, assurance, and security) lead to satisfaction with the live chat service and visit intention to a recommended destination. The results can benefit practitioners who want to expand and improve their customer service interaction and recommendations, and to scholars who study the relationship between customer services in tourism recommendation and sales context.
Keywords
Online travel chat service quality; online travel chat information value; travel recommendation; visit intention;
Citations & Related Records
Times Cited By KSCI : 2  (Citation Analysis)
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