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

Sungsoo Kim, Anna S. Mattila

Research output: Contribution to journalArticlepeer-review

23 Scopus citations

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

All Science Journal Classification (ASJC) codes

  • Tourism, Leisure and Hospitality Management
  • Strategy and Management

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