Tourism-Based Customer Engagement: The Construct, Antecedents, and Consequences (original) (raw)
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International Journal of Academic Research in Economics and Management Sciences, 2017
Economic growth has seen in the tourism and hospitality industry and competition in this industry has caused in discovering consumer loyalty as a key success factor. Consumer loyalty can raise the business's value and maintain a long-term relationship with the consumers and company. In this review, consumer involvement is identified as the independent variable and able to influence consumer loyalty. Furthermore, the newly emerged term of consumer engagement acts as the mediator of the relationship between consumer involvement and consumer loyalty. This review paper proposed that these three constructs are interrelated. Besides that, due to the widely used of term involvement, engagement, and loyalty, this study explores the complexity of the multi-dimensions and dynamic nature of the constructs. The purpose of this study is to review published journals on consumer involvement, consumer engagement and consumer loyalty to better understand its evolution and development especially in tourism and hospitality industry. Besides that, the theories and its application were also discussed. The theory that is suitable for the current research paper is Service Dominant Logic theory while the supporting foundations are Consumer Engagement Model, Consumer Involvement Profile, and 3H's Model. This review of previously published materials also found out that linkage between the variables exists. Besides that, the dimensionalities of consumer involvement and consumer engagement were found to have varied sets of dimensions. Thus, selecting suitable dimensionality in representing the constructs is essential to gain a reliable result. The main conclusion drawn from this review is that consumer involvement and consumer engagement are able to influence consumer loyalty in tourism and hospitality industry. The contributions of current paper and implications for future researchers were discussed.
Journal of Travel Research
Though customer engagement (CE) and customer experience (CX) are recognized as key research priorities, empirically derived insight into their association with tourism customers’ ensuing value cocreation and destination revisit intent remains tenuous, in particular for first-time versus repeat customers. In response to this gap, we develop an S-D logic–informed model that tests the effects of tourism-based CE on CX, cocreation, and revisit intent. Our findings suggest that CE’s dimensions differentially affect CX and cocreation, which subsequently affects revisit intent. Second, we identify CE’s indirect effect on revisit intent, as mediated via CX and cocreation. Thus, the effect of CE on revisit intent is most pronounced under elevated CX and cocreation. Third, involvement is found to moderate the association between CX, cocreation, and revisit intent. Moreover, we identify significant CE, CX, cocreation, and revisit intent–based differences for first-time versus repeat customers....
Journal of Travel Research, 2021
Though customer engagement (CE) and customer experience (CX) are recognized as key research priorities, empirically-derived insight into their association with tourism customers' ensuing value co-creation and destination revisit intent remains tenuous, in particular for first-time vs. repeat customers. In response to this gap, we develop an S-D logic-informed model that tests the effects of tourism-based CE on CX, co-creation, and revisit intent. Our findings suggest that CE's dimensions differentially affect CX and co-creation, which subsequently affects revisit intent. Second, we identify CE's indirect effect on revisit intent, as mediated via CX and co-creation. Thus, CE's effect on revisit intent is most pronounced under elevated CX and co-creation. Third, involvement is found to moderate the association between CX, co-creation, and revisit intent. Moreover, we identify significant CE-, CX-, co-creation, and revisit intent-based differences for first-time-vs. repeat customers. We conclude with important implications arising from our analyses and further research avenues.
JOURNAL OF HOSPITALITY MARKETING & MANAGEMENT, 2022
This research note explored the less-understood relationships between customer delights and revisit intention. We draw on extant literature to develop and propose a new conceptual framework underpinned by cognitive appraisal theory, theory of planned behavior, and attachment theory. This conceptual note proposed relationships between customer engagement (CE), customer experience (CX), place identity, and value co-creation between customer delight and revisits intention. This note offers insights on the essential role of customer delight in tourism, supporting effective interactions with CE, CX, place identity, and value co-creation for destination strategy development. This is one of the earliest initiatives to reinvent the wheel of customer delight in tourism to encourage tourist behavior intentions.
2018
Consumer loyalty is an important element in research for marketers to retain consumers regardless of industry. With the development of tourism and hospitality industry and the increasing popularity of social media, the engagement between the company and consumers is crucial to the success of the company. Additionally, the researchers’ increasing attention of consumer engagement and emergence as the predictor of loyalty has increased the need to study consumer engagement. The purpose of this study is to determine the relationships between the affective, behavioural, and cognitive dimensions of consumer engagement and consumer loyalty in the tourism and hospitality industry. In this study, there were 390 respondents that answered the survey through social media such as i.e., Facebook, Instagram and WeChat. The relationships between the variables were tested using SmartPLS 3.0 version, a software used to test the structural equation modelling. The findings of the study showed that the ...
Tourist Engagement: Conceptualization, Scale Development and Empirical Validation
2017
This thesis continues the recent discussion on the conceptualization, scale development and empirical studies of engagement for a better understanding of customer experience, especially in the context of tourism. This study aims to answer a variety of questions raised by the engagement studies in consumer behavior, including the lack of (1) systematic scholarly inquiry on engagement definition and scope, (2) consensus regarding its dimensionality, and (3) understanding of engagement's effect on assessing, predicting and enhancing customer loyalty, as well as its interaction with various existing loyalty antecedents. This study conceptualizes tourist engagement (TE) as a psychological state that occurs by virtue of interactive, co-creative tourist experiences with a focal agent/object (people/attraction/ activities/encounters) in focal travel experience relationships. By using the three steps of item generation, scale purification, and scale validation, this study develops a four-dimensional, second-order, 16-item measurement model of TE scale, including social interaction, interaction with employees, relatedness, and activity related tourist engagement (with two sub-dimensions, immersed involvement and noveltyseeking). This scale demonstrates sufficient psychometric properties on uni-dimensionality, reliability, and validity; the predictive validity test presents a significant effect of TE on behavioral intention, explaining for 35.4% its variance. Moreover, this study delineates and empirically validates TE's role in capturing the quality of tourist experience, focusing on its relationship with perceived service quality, perceived value, satisfaction, and behavioral intention. Despite the insignificant direct effect between TE and behavioral intention in an integrated model, TE does exert the largest total effect on behavioral intention compared to the other three predictors. Also, results show that by improving the engaging iii experience, tourist perception on service quality, value, and overall satisfaction can be significantly enhanced. Meanwhile, a variety of data collection methods (in-depth interviews, focus groups, Amazon Mechanical Turk survey, and online panel) and analytical techniques (exploratory factor analysis, confirmatory factor analysis, structural equation modeling, and MANOVA) were used. This study presents the first endeavor to develop a marketing tool of engagement to measure the quality of travel experience. It contributes to research on engagement studies, tourist experience and destination service management. I would like to extend my sincere thanks to my cohorts and the graduate students in HFTM, namely Mychal-Ann Hayhoe, Ruben Burga, Joshua LeBlanc, Sina Bahramirad, Ye (Sandy) Shen Jingen (Lena) Liang and Quan Wan. Thank you all for your support over the last four years. I have had a wonderful experience with you. Finally, great appreciation to my parents, my sisters, brother and my lovely friends (Miya, Ting, Zhen, Hui and Oliver). I could not have completed this Ph.D. without the love and understanding from all of you. You all have made this achievement possible for me. v TABLE OF CONTENTS
Residents’ Engagement Behavior in Destination Branding
Sustainability
Residents play an important role in the destination branding process. Extant studies have not yet integrated analyses of residents’ engagement behavior and the factors that affect it. In this study, we investigated the influence of place identity, place brand identity, place brand commitment, and perceived benefits of tourism on residents’ engagement behavior (brand ambassadorship behavior, brand citizenship behavior) in destination branding. Derived from a sample of 380 residents of Zhouzhuang, one of China’s most important tourism destinations, the data for this research were analyzed using partial least squares structural equation modeling (PLS-SEM) using SmartPLS 3.3.2. The findings reveal that residents’ emotions towards destinations and brands and the perceived benefits of tourism significantly positively influence brand ambassadorship behavior and brand citizenship behavior. Residents’ engagement behavior in destination branding is influenced by mechanisms of social identity ...
Determinants of Destination Loyalty and the Mediating Role of Tourist Satisfaction
Tourism Analysis, 2016
Within the tourism literature, many researchers recognize destination loyalty to be critical for the sustainable development of tourist destinations during the mature stage of life cycle. This study features a structural model designed to identify the most important determinants of tourist loyalty, with a specific focus on the complex role of tourist satisfaction. Empirical results based on a representative sample of 483 international tourists in Thailand reveal that the satisfaction of tourists fully mediates the effects of push and pull motivations and perceived value for money on destination loyalty, and that it partially mediates the relationship between perceived service quality and destination loyalty. These findings suggest that the success of efforts by destination management organizations to attract return travelers pivots on building tourist satisfaction. Destination managers should also continuously improve and measure tourists' perceptions of service quality at tourism destinations.
Geojournal of Tourism and Geosites, 2022
Langkawi Island, the first Global Geopark in Southeast Asia, is believed to experience an unstable and sluggish growth rate pattern of domestic tourist arrivals. Hence, to curb the situation from persisting, the main objective of this st udy is to enhance the destination loyalty through its factors, namely, perceived value, tourist satisfaction, place attachment. The target population of this study is domestic tourists who have visited Langkawi Island. A self-administered questionnaire using google form has been distributed to the respondents who have visited the island for at least 24 hours and staying not more than a year. The 244 data collected were analysed using SMART-PLS version 4.0. Interestingly, this study has verified two parallel mediators, tourist satisfaction and place attachment on the relationship between perceived value and destination loyalty. Focusing on these factors, the study would provide practical strategies and plans for tourism management on this island to enhance loyalty among domestic tourists. Furthermore, it is believed that the findings would assist local business enterprises and tour agencies to grasp continuous benefits from loyal tourists to this island.
Psychological engagement drives brand loyalty: evidence from Malaysian ecotourism destinations
Journal of Product & Brand Management, 2020
Purpose The present study attempts to shed some light on tourists’ destination brand loyalty (DBL) in the Malaysian ecotourism context. More specifically, this study aims to examine the relationships between electronic word of mouth (eWOM), destination brand quality (DBQ), destination brand image (DBI), psychological engagement (PE) and DBL. Design/methodology/approach Based on the Stimulus–Organism–Response theory and buyer black box model, this study developed a framework to address tourists’ loyalty towards ecotourism destinations. An online survey was carried out to collect data, which yielded 210 completed usable responses. Structural equation modelling – partial least squares was used to test the study hypotheses. Findings Findings from this study revealed that eWOM and destination product quality affect DBI. Moreover, data support the mediating effect of PE between DBI and DBL. Practical implications This study provides valuable insights for practitioners and policymakers of ...