Evidence map›Paper›PMID 35967506›Full record

ArticleCurrent psychology (New Brunswick, N.J.)2022

The impact of consumer confusion on the service recovery effect of Online Travel Agency (OTA).

Jiahua Wei, Minkun Liu, Wei Li, Zhiping Hou, Lei Li

Open access · bronzeAbstract read
PubMed Full text at PMC Publisher
In one paragraph

Article in Current psychology (New Brunswick, N.J.), 2022. The graph could read no effect estimate from its abstract, so it casts no vote on the map. Cited by 1 paper.

0numbers the graph read from it
0cells of the map it votes in
1citing papers in PubMed
3.3field-weighted citation impact, top 8% of its field
1 · What the graph read from it

What it found

Each row is one number read from the abstract, on the scale the paper reported it, with its interval. Left of the dashed line favours the treatment, right favours the comparator. Under each row is the sentence it came from. New to these charts? A ten-minute tutorial.

The abstract states no effect estimate the extractor could read, or names no intervention and outcome on the map, so this paper lights no cell and moves no belief. It is still indexed, cited and linked below.

2 · The registry

The trial behind it

Trials whose registry record cites this paper, or whose number appears in the abstract. A trial that started after this paper was published is citing it as background, not reporting it.

Neither the registry nor the abstract names a trial number. If this is a trial report, that itself is worth knowing.

3 · Its place in the literature

Who cites it

1 citing paper in PubMed, 17 citations in OpenAlex.

  1. Article
4 · The record

Corrections and comments

PubMed lists nothing against this paper. Absence here is not a guarantee, only a check that was made.

5 · Who and what money

Authors and funding

5 authors at 2 institutions in 1 country.

Jiahua WeiBusiness School, Guilin University of Technology, Guilin, Guangxi China.ORCID 0000-0002-5150-0211
Minkun LiuSchool of Business, Guangxi University, Nanning, Guangxi China.
Wei LiBusiness School, Guilin University of Technology, Guilin, Guangxi China.
Zhiping HouBusiness School, Guilin University of Technology, Guilin, Guangxi China.
Lei LiBusiness School, Guilin University of Technology, Guilin, Guangxi China.
Guilin University of Aerospace Technology · CNGuangxi University · CN

Funding

No grant is acknowledged in the PubMed record.

6 · The paper itself

Abstract

This study carried out a scenario experiment in Guangxi, China, and used a questionnaire to obtain the research data of the subjects to explore the service recovery effect of local online travel agencies (OTAs) from the perspective of consumer psychology. The empirical results show that consumer confusion will significantly worsen negative word-of-mouth, and negative word-of-mouth will reduce their repurchase intention. In the above empirical impact relationship research, it shows that negative word-of-mouth and consumer forgiveness play a mediating effect and a moderating effect respectively. Because this study is conducive to responding to and solving the new scenario and problems in the practice of OTA services. It will help to improve the risk resistance of OTA enterprises by providing effective service recovery strategies for these enterprises.

Indexed as

Consumer confusionConsumer forgivenessConsumer repurchase intentionNegative word-of-mouthOTA

Identifiers

PMID35967506
PMCPMC9362697
OpenAlexW4289930963

What OpenQuestion holds

Textmetadata
Read underepoch 390

Registered trials

None linked

Read under generation 80e0d062 · epoch 390. Bibliography from PubMed, PubMed Central and OpenAlex; grants from NIH RePORTER; trial links from ClinicalTrials.gov; estimates, votes and beliefs from the OpenQuestion graph.