Please use this identifier to cite or link to this item: http://hdl.handle.net/10397/9189
Title: Service customization : to upgrade or to downgrade? An investigation of how option framing affects tourists' choice of package-tour services
Authors: Jin, L
He, Y
Song, H 
Issue Date: 2012
Source: Tourism management, 2012, v. 33, no. 2, p. 266-275
Abstract: Package-tour operators often tailor trips to fit travelers' personal requirements to create higher customer value. In practice, there are various options available for presenting an identical package tour to potential customers. This research investigates how option framing influences travelers' decision making in a package-tour customization task. Based on a behavioral study and a logistic regression analysis, our results show that: (1) when both upgrading (i.e., starting from an economic package and customizing upwards) and downgrading (i.e., beginning with a luxury package and customizing downwards) methods are available, more consumers prefer upgrading to downgrading; (2) consumers customize their tour packages to a higher total price in the downgrading condition; (3) after separating peripheral service from core service attributes, our results further reveal that option framing affects peripheral services more than core services; and (4) consumers who are quality conscious and promotion-focused are more likely to choose a downgrading method for package-tour customization. Combined, these findings offer important managerial implications for travel companies.
Keywords: Consumer satisfaction
Decision making
Option framing
Package-tour service
Self-selected framing
Service customization
Publisher: Pergamon Press
Journal: Tourism management 
ISSN: 0261-5177
EISSN: 1879-3193
DOI: 10.1016/j.tourman.2011.03.005
Appears in Collections:Journal/Magazine Article

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