Great remains great, weak becomes weaker? Examining the influence of platform’s signaling cues on provider performance

IF 9.9 1区管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM International Journal of Hospitality Management Pub Date : 2024-07-31 DOI:10.1016/j.ijhm.2024.103877

Dhrithi Mahadevan , Anil Bilgihan

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Abstract

In the evolving domain of access-based services characterized by intricate multi-actor interactions, understanding the determinants of provider performance is vital. This study investigates the moderating role of platform-based signaling cues on the relationship between customer experience (CX) and provider performance. We utilize a mixed-methods approach, integrating text mining to quantify CX from customer reviews and panel data fixed-effects regression to assess performance outcomes. Our findings reveal an asymmetry in the impact of CX based on platform signals: non-signaled providers suffer more from negative experiences than their signaled counterparts, while positive experiences do not exhibit a differential impact. Interestingly, customer-reviewed ratings dampen the adverse effects of negative CX, serving as a substitute for platform endorsement. Moreover, high dispersion in customer feedback enhances the benefits of positive CX for signaled providers. These insights offer actionable strategies for access-based companies to optimize customer touchpoints and foster enhanced service delivery.

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大者恒大，弱者恒弱？研究平台的信号提示对提供商绩效的影响

在不断发展的以接入为基础、以错综复杂的多角色互动为特点的服务领域，了解供应商绩效的决定因素至关重要。本研究调查了基于平台的信号线索对客户体验（CX）和提供商绩效之间关系的调节作用。我们采用混合方法，将文本挖掘与面板数据固定效应回归相结合，从客户评论中量化客户体验，评估绩效结果。我们的研究结果揭示了基于平台信号的客户体验影响的不对称性：非平台信号提供商比平台信号提供商受到更多负面体验的影响，而正面体验则没有表现出不同的影响。有趣的是，客户评论的评级可以抑制负面 CX 的不利影响，起到替代平台认可的作用。此外，客户反馈的高度分散性也增强了正面客户体验对标识提供商的益处。这些见解为以接入为基础的公司优化客户接触点和促进服务交付提供了可行的策略。

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

International Journal of Hospitality Management HOSPITALITY, LEISURE, SPORT & TOURISM-

CiteScore

21.20

自引率

9.40%

发文量

218

审稿时长

85 days

期刊介绍： The International Journal of Hospitality Management serves as a platform for discussing significant trends and advancements in various disciplines related to the hospitality industry. The publication covers a wide range of topics, including human resources management, consumer behavior and marketing, business forecasting and applied economics, operational management, strategic management, financial management, planning and design, information technology and e-commerce, training and development, technological developments, and national and international legislation. In addition to covering these topics, the journal features research papers, state-of-the-art reviews, and analyses of business practices within the hospitality industry. It aims to provide readers with valuable insights and knowledge in order to advance research and improve practices in the field. The journal is also indexed and abstracted in various databases, including the Journal of Travel Research, PIRA, Academic Journal Guide, Documentation Touristique, Leisure, Recreation and Tourism Abstracts, Lodging and Restaurant Index, Scopus, CIRET, and the Social Sciences Citation Index. This ensures that the journal's content is widely accessible and discoverable by researchers and practitioners in the hospitality field.