SDT2012 (PK2.3): Measuring the effects of Service Design on Online Reputation
by Marc Stickdorn, Lecturer and Research Fellow at MCI Management Center Innsbruck on Oct 15, 2012
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This presentation was part of the SDT2012 - the 1st international conference on service design and tourism, Innsbruck/Austria, August 23-24, 2012. For more info on the conference and other ...
This presentation was part of the SDT2012 - the 1st international conference on service design and tourism, Innsbruck/Austria, August 23-24, 2012. For more info on the conference and other presentations visit: www.sdt2012.com. All rights reserved by the author(s):
Eric Horster, Leuphana University of Lueneburg (Germany)
Eric Horster found his theoretical and practical specialization in the area eTourism during his studies of applied cultural science. Following his university studies he worked four years as project manager for a Tourism Agency. Since April 2009 Mr. Horster is a PhD Student at the Leuphana University of Lueneburg, where he has a scholarship at the innovation incubator.
Measuring the effects of Service Design on Online Reputation
The objective of this presentation is to answer the question: which dimensions have to be considered, when measuring reputation and its affects on travel decisions in the internet. In the scientific context, the reputation model by Schwaiger, the RepTrak Model of the Reputation Institute and others are widely cited and recognized. Taking these approaches as a basis, an own reputation model was developed in this study. To analyse the indicators and the constructs as well as their correlation, the method of PLS Path Modeling is being used. Therewith a fundamental tool is created, to capture the effect of Service Design activities on the reputation of tourism firms.
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