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The Relationships Among Perceived Severity of Negative Publicity, E-Service Quality, Perceived Risk, and Advocacy Intention in Social Network Sites

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Smart Grid and Internet of Things (SGIoT 2020)

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Abstract

Despite the importance of customers’ perception and behavior intention in online travel agency, there has been little theoretically research on perceived severity of negative publicity for tourism purposes. This study is based on the online comparison price website: Trivago, and explores the impact of consumer satisfaction, E-service quality, perceived severity of negative publicity and perceived risk on consumers’ advocacy intention to embrace after the impact of Trivago’s negative publicity. This research collected a total of 300 valid questionnaires, and verified the research results: E-service quality was positively related to consumer satisfaction and negatively related to perceived risk; perceived severity of negative publicity was positively related to perceived risk; consumer satisfaction mitigates the positively influence of perceived severity of negative publicity on perceived risk; perceived severity of negative publicity was negatively related to advocacy intention. When detailing the effect of perceived risk on advocacy intention, psychological risk, performance risk and financial risk were negatively related to advocacy intention; social risk and time risk were not negatively related to advocacy intention.

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Authors and Affiliations

  1. National Chiayi University, 60054, Chiayi City, Taiwan

    Chih-Hu Hsiao

  2. National Taipei University of Nursing and Health Sciences, 11219, Taipei City, Taiwan

    Kuan-Yang Chen

Authors
  1. Chih-Hu Hsiao
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  2. Kuan-Yang Chen
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Correspondence to Kuan-Yang Chen .

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Editors and Affiliations

  1. National Chiao Tung University, Hsinchu, Taiwan

    Yi-Bing Lin

  2. National Changhua University of Education, Changhua, Taiwan

    Der-Jiunn Deng

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Hsiao, CH., Chen, KY. (2021). The Relationships Among Perceived Severity of Negative Publicity, E-Service Quality, Perceived Risk, and Advocacy Intention in Social Network Sites. In: Lin, YB., Deng, DJ. (eds) Smart Grid and Internet of Things. SGIoT 2020. Lecture Notes of the Institute for Computer Sciences, Social Informatics and Telecommunications Engineering, vol 354. Springer, Cham. https://doi.org/10.1007/978-3-030-69514-9_31

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  • DOI: https://doi.org/10.1007/978-3-030-69514-9_31

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  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-030-69513-2

  • Online ISBN: 978-3-030-69514-9

  • eBook Packages: Computer ScienceComputer Science (R0)

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