An examination of electronic video clips in the context of hotel Websites

Sungsoo Kim, Anna S. Mattila

Research output: Contribution to journalArticle

21 Citations (Scopus)

Abstract

The Internet has become a major channel for selling a myriad of products and services. To make the on-line shopping experience more vivid, retailers and service providers frequently portray product images and video clips on their Websites. Although the dimensions of e-Service Quality have been studied in various on-line contexts, research focusing on video clips in the context of hotel Websites is limited. The purpose of this exploratory study is to examine how consumers evaluate video clips portraying experiential services such as hotels. Our results indicate that consumers evaluate video clips based on six distinct dimensions: user interface, aesthetics, customization/personalization, assurance/trust, flexibility and virtual human interaction.

Original languageEnglish (US)
Pages (from-to)612-618
Number of pages7
JournalInternational Journal of Hospitality Management
Volume30
Issue number3
DOIs
StatePublished - Sep 1 2011

Fingerprint

esthetics
Hotels
Web sites
electronics
video
services
Product image
Personalization
Service provider
Exploratory study
Interaction
Shopping experience
E-service quality
Retailers
User interface
Assurance
World Wide Web
Customization
product
service quality

All Science Journal Classification (ASJC) codes

  • Tourism, Leisure and Hospitality Management
  • Strategy and Management

Cite this

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An examination of electronic video clips in the context of hotel Websites. / Kim, Sungsoo; Mattila, Anna S.

In: International Journal of Hospitality Management, Vol. 30, No. 3, 01.09.2011, p. 612-618.

Research output: Contribution to journalArticle

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