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Flow theory, online customer experiences, website features, E- commerce, measurement development
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Online Hotel Booking Experience: Flow Theory, Measuring Online Customer Experience And Managerial Implications, Anil Bilgihan, Fevzi Okumus, Khaldoon Nusair
Online Hotel Booking Experience: Flow Theory, Measuring Online Customer Experience And Managerial Implications, Anil Bilgihan, Fevzi Okumus, Khaldoon Nusair
Rosen Faculty Scholarship and Creative Works
The past decade has perceived a significant development of various Internet technologies including HTML5, Ajax, landing pages, CSS3, social media and SEO to name a few. New web technologies provide opportunities for e-commerce companies to enhance the shopping experiences of their customers. This article focuses the phenomenon of online experiences from a services marketing aspect by concentrating online hotel booking. Successful lodging management strategies have been associated with the creation of experience, which in turn leads to fruitful performance outcomes such as superior financial performance, enhanced brand image, customer loyalty, positive word of mouth and customer satisfaction. E-commerce researchers and …