The more open, the better? Research on the influence of subject diversity on trust of tourism platforms

PurposeThe continuous impact of the pandemic and the downturn of the global economy have brought new challenges to the tourism industry. In this context, effectively attracting consumers and improving user stickiness are the top priorities of tourism platform companies. This study explores the impac...

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Vydáno v:Marketing intelligence & planning Ročník 41; číslo 8; s. 1213 - 1235
Hlavní autoři: Xu, Siyuan, Mou, Yupeng, Ding, Zhihua
Médium: Journal Article
Jazyk:angličtina
Vydáno: Bradford Emerald Publishing Limited 07.11.2023
Emerald Group Publishing Limited
Témata:
Brand loyalty
Consumer behavior
Consumers
Corporate image
Ethics
Global economy
Monopolies
Privacy
Purchase intention
Social responsibility
Supervision
Tourism
User stickiness
Data user monopoly
Subject diversity
Social responsibility
Benevolence-based trust
Competence-based trust
ISSN:0263-4503, 1758-8049
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Shrnutí:PurposeThe continuous impact of the pandemic and the downturn of the global economy have brought new challenges to the tourism industry. In this context, effectively attracting consumers and improving user stickiness are the top priorities of tourism platform companies. This study explores the impact of ethical concerns raised by new issues under the multi-governance environment on user stickiness. Based on the trust theory, the authors provide solutions for tourism platforms.Design/methodology/approachThis study adopted a quantitative approach, gathering survey data via an online platform. A total of 400 participants were investigated, and 356 valid questionnaires were returned, with a recovery rate of 89%. Questionnaires that did not meet the inclusion criteria were excluded, leaving 298 valid responses.FindingsStudies have found that consumers' ethical concerns about platform companies are key factors affecting user stickiness, and among these, consumer trust plays a mediating role. They have found that corporate social responsibility (CSR) behaviours help alleviate ethical concerns and improve trust in enterprises. At the same time, enterprises should properly control the number of platform collaborators, and excessive platform cooperation negatively moderates the impact of consumer ethical concerns on competence-based trust.Originality/valueThis study complements the deficiency of previous research with regard to ethical concerns in a multi-governance environment. These findings indicate that subject diversity exacerbates the negative impact of ethical concerns on consumer trust; however, CSR alleviates the impact of ethical concerns on consumer trust.
Bibliografie:ObjectType-Article-1
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ISSN:0263-4503
1758-8049
DOI:10.1108/MIP-02-2023-0074