A Day in the Life of Guest Experience Stagers: The Saffire Freycinet Experience

Manfreda, Anita; King, Justin

doi:10.1007/978-981-16-4671-3_3

Cited by 1 publication

(1 citation statement)

References 11 publications

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“…Rodriguez et al [12] went further to state that 'when we talk about the Hospitality Industry, we direct and continuous customer involvement in designing brands, and in creating and managing brand conversations, customer experiences, and consumer brand communities. According to Manfreda and King [18], the mature stage of the hospitality industry, characterised by higher levels of customer expectations, increased competition and low product differentiation, has made the importance of staging and managing personalised, high quality guest experiences more paramount. CE allows marketers to create and sustain a competitive advantage and could serve as a differentiation strategy.…”

Section: Hospitality Industrymentioning

confidence: 99%

Antecedents and Consequences of Customer Engagement Behaviour in the Hospitality Industry: A Moderated Mediation

Okeke¹

2023

Business, Management and Economics

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This chapter dwells on antecedents and consequences of customer engagement behaviour in the hospitality sector. It is a moderated mediation with customer involvement, enthusiasm, attention and absorption as the antecedents, and electronic word of mouth and behavioural intentions to loyalty as the consequences or outcomes, while customer engagement behaviour and customer relationship management were used as mediating and moderating variables, respectively. Data were collected from 350 respondents from southern Nigeria and were analysed with the aid of WarpPLS version7. Findings show that customer relationship management largely moderates the direct and indirect effects of the antecedents on the consequences. Implications of the findings were discussed among others that operators in the hospitality sector, an industry that is drastically affected by the COVID-19 pandemic, need to apply key customer engagement behaviour concepts in designing and managing of service experiences.

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Section: Hospitality Industrymentioning

confidence: 99%

Antecedents and Consequences of Customer Engagement Behaviour in the Hospitality Industry: A Moderated Mediation

Okeke¹

2023

Business, Management and Economics

View full text Add to dashboard Cite

show abstract

A Day in the Life of Guest Experience Stagers: The Saffire Freycinet Experience

Cited by 1 publication

References 11 publications

Antecedents and Consequences of Customer Engagement Behaviour in the Hospitality Industry: A Moderated Mediation

Antecedents and Consequences of Customer Engagement Behaviour in the Hospitality Industry: A Moderated Mediation

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