Creation of utilitarian value with online and offline transaction phases

Madlberger, Maria and Matook, Sabine (2012). Creation of utilitarian value with online and offline transaction phases. In: CONF-IRM 2012 proceedings. International Conference on Information Resources Management (CONF-IRM), Vienna, Austria, (13.1-13.11). 21 - 23 May 2012.

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Name Description MIMEType Size Downloads
Author Madlberger, Maria
Matook, Sabine
Title of paper Creation of utilitarian value with online and offline transaction phases
Conference name International Conference on Information Resources Management (CONF-IRM)
Conference location Vienna, Austria
Conference dates 21 - 23 May 2012
Proceedings title CONF-IRM 2012 proceedings
Place of Publication Atlanta, GA, United States
Publisher Association for Information Systems
Publication Year 2012
Sub-type Fully published paper
Start page 13.1
End page 13.11
Total pages 11
Collection year 2013
Language eng
Abstract/Summary The Internet transformed a large number of industries, resulting in various e-commerce business models. An industry that has experienced a particularly large impact is tourism. Although numerous travel agencies offer their services online, the question about the design of online vis-à-vis offline distribution channels continues to persist. This research investigates the value creation for customers who conduct booking transactions in online and offline channels. The value created is considered an antecedent of customer satisfaction and reuse intention. In an experiment we divided a transaction into three phase modules and tested how customers react to the presence of the different phases supported online and offline. Our analysis shows that customers perceive a higher utilitarian value when the entire transaction is completed online. This increases consumer satisfaction and the likelihood to return to the website. Product and transaction characteristics further facilitate value creation.
Keyword E-Commerce business models
Transaction phases
Distribution channels
Utilitarian value
Customer satisfaction
Q-Index Code E1
Q-Index Status Confirmed Code
Institutional Status UQ
Additional Notes Paper # 13

Document type: Conference Paper
Collections: Official 2013 Collection
UQ Business School Publications
 
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Created: Fri, 12 Apr 2013, 14:38:33 EST by Dr Sabine Matook on behalf of UQ Business School