Understanding Sustained Participation in Virtual Travel Communities from the Perspectives of is Success Model and Flow Theory

• Published in: Journal of hospitality & tourism research (Washington, D.C.) Vol. 41; no. 4; pp. 475 - 509
• Main Authors: Gao, Lingling, Bai, Xuesong, Park, Anthony (Tony)
• Format: Journal Article
• Language: English
• Published: Los Angeles, CA SAGE Publications 01.05.2017; SAGE PUBLICATIONS, INC
• Subjects: Quality; information quality; site stickiness; word-of-mouth behavior; virtual travel communities; system quality
• ISSN: 1096-3480; 1557-7554
• DOI: 10.1177/1096348014563397

Virtual travel communities (VTCs) are now popular and influential venues for tourism information sharing. With the increasing number of VTCs and low switching cost, it is challenging to retain existing users and encourage their continued participation. Despite the importance of user retention to VTCs survival, little research attention has been devoted to understanding the members’ continued participation behavior. The purpose of this study is to test a new model of VTC beliefs, attitudes, and continuance behaviors, by integrating information system success model and flow theory. The model integrates measures proven in traditional consumer behavior theory, such as word-of-mouth and satisfaction, with behavioral measures unique to the virtual domain, such as stickiness. The results of a field survey of members of QYER, a Chinese VTC, indicate that system quality and information quality directly affect flow experience and member satisfaction, which ultimately determine site stickiness and word-of-mouth behavior. Furthermore, by modeling system quality and information quality as multifaceted constructs, the results reveal key quality concerns in VTCs. The findings will help academics as well as practitioners gain insights into member retention in VTCs.