Antecedents and consequences of customer brand engagement in integrated resorts

Ahn, Jiseon; Back, Ki‐Joon

doi:10.1016/j.ijhm.2018.05.020

Cited by 178 publications

(200 citation statements)

References 43 publications

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“…Travel intention is interpreted as a rational appraisal of the costs and benefits among all alternatives as a result of a mental process that transforms motivation into behavior (Chen et al, 2014;Jang et al, 2009). Prior scholars have examined the positive relationship between CEBs and consumers' behavioral intention (Ahn and Back, 2018;Kang, 2014;Yusuf and Busalim, 2018). For example, a previous study on the engagement of mobile travel applications demonstrated that if a user spent more effort on a travel app, he/she would be more willing to exhibit behavioral engagement intentions such as continuance usage and participation intention (Fang et al, 2017).…”

Section: Consequence Of Ceb In Travel Vlogs: Travel Intentionmentioning

confidence: 99%

Seeing destinations through vlogs: implications for leveraging customer engagement behavior to increase travel intention

Cheng

Wei

Zhang

2020

IJCHM

122

113

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Purpose This study aims to understand customers’ watching experience with travel vlogs and its impacts on one of the most prominent manifestations of customer engagement behaviors (CEBs) – word-of-mouth (WOM) – and their travel intention. Drawing upon the theory of resonance, this study incorporated both cognitive and emotional aspects of travel vlog watching experience. Design/methodology/approach Online survey data were collected from 352 participants who have watched travel vlogs over the past 12 months. Partial least squares structural equation modeling (PLS-SEM) was performed for hypotheses testing. Findings The study results reveal positive impacts of source credibility, inspiration, escapism and self-congruence on WOM, which further leads to travel intention. While source credibility is the strongest predictor of WOM, more factors representing the emotional resonance turn out to be the driving factors of WOM. Research limitations/implications This study pinpoints the value of investigating audiences’ vlogs watching experience from a CEB perspective within the tourism setting. Future research is encouraged to explore more types of CEBs in the intersection of social media consumption and travel behaviors. Practical implications Travel vloggers need to convey their intrinsic passion and enthusiasm to create an emotional connection with the audiences. Hospitality and tourism marketers are recommended to promote products and services by incentivizing audiences to engage with the travel vlogs. Originality/value No prior research integrated vlogs watching experiences, engagement behavior and future travel intention in a tourism setting. This study fills this gap and contributes to the literature on customer engagement, media consumption and marketing.

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Section: Consequence Of Ceb In Travel Vlogs: Travel Intentionmentioning

confidence: 99%

Seeing destinations through vlogs: implications for leveraging customer engagement behavior to increase travel intention

Cheng

Wei

Zhang

2020

IJCHM

122

113

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“…Attention relates to the individual ability to be cognitively present, willing to contemplate, and conscious regarding the targeted object of engagement (Dessart et al, 2015). Absorption concerns the extent to which an individual is mentally focused on and preoccupied with the targeted object (e.g., the brand, organization, system, product, or service) (Ahn & Back, 2018;Dessart et al, 2015;Mollen & Wilson, 2010). Dessart et al (2015, p. 35) discussed the concept of emotional engagement under the name of affective engagement, which is conceptualized as "the summative and enduring levels of emotions experienced by a consumer with respect to his/her engagement focus."…”

Section: Customer Engagementmentioning

confidence: 99%

Examining the impact of mobile interactivity on customer engagement in the context of mobile shopping

Alalwan

Algharabat

Baabdullah

et al. 2020

JEIM

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PurposeThis study aims to examine the impact of mobile interactivity dimensions (active control, personalization, ubiquitous connectivity, connectedness, responsiveness and synchronicity) on customer engagement.Design/methodology/approachA quantitative field survey study was conducted to collect the required data from actual users of mobile shopping in three countries: Jordan, the United Kingdom (UK) and Saudi Arabia.FindingsThe results are based on structural equation modelling and support the impact of five dimensions of mobile interactivity: active control, personalization, ubiquitous connectivity, responsiveness and synchronicity. The impact of connectedness is not supported. The results also support the significant impact of customer engagement on customer loyalty.Research limitations/implicationsThis study only considered the shopping activities conducted by mobile channels, while other channels (e.g., online channels, traditional channels and social media shopping channels) are not considered. Furthermore, the current model does not consider the impact of personal factors (e.g., technology readiness, self-efficacy and user experience). The results of the current study present a foundation that can guide marketers and practitioners in the area of mobile shopping.Originality/valueThis study enriches the current understanding of the impact of mobile interactivity on mobile shopping, as well as how mobile interactivity can enhance the level of customer engagement.

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“…Verleye et al (2013) assert that overall service quality will have a significant influence on customer engagement behavior. In one hand, Ahn and Back (2018) assert that customer brand experience is a positive and significant antecedent of customer engagement. On the other hand, the brand experience is closely related to perceived service quality.…”

Section: Service Quality and Customer Engagementmentioning

confidence: 99%

Service quality, religiosity, customer satisfaction, customer engagement and Islamic bank’s customer loyalty

Abror

Patrisia

Engriani

et al. 2019

JIMA

138

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Journal of Islamic Marketing SERVICE QUALITY, RELIGIOSITY, CUSTOMER SATISFACTION, CUSTOMER ENGAGEMENT AND ISLAMIC BANK'S CUSTOMER LOYALTY ABSTRACT PurposeThis study investigates the influential factors of customer loyalty to Islamic Bank, namely service quality, customer satisfaction, customer engagement and religiosity. Design/methodology/approachThis study is a survey of 335 Islamic bank customers in West Sumatra Indonesia. This research deployed purposive sampling and analyzed the data by using Covariance Based Structural Equation Modelling (CB-SEM). Findings Service quality has a positive and significant impact on customer satisfaction. Religiosity has a significant and negative moderating impact on the service quality-customer satisfaction relationship. Service quality has no significant influence on customer loyalty. Customer satisfaction is a significant antecedent of customer engagement and loyalty. Finally, customer engagement has a significant and positive effect on customer loyalty. Research limitations/implicationsThis study is a combination of cross-sectional and a single country case. Accordingly, the results may not be representative of other countries. Similar studies in longitudinal data collection and conducted in other countries (e.g., ASEAN countries) would therefore be worthwhile. Some antecedents of customer loyalty have been neglected in this study (e.g., customer value co-creation and customer commitment), hence, the future study may investigate those factors. Practical implicationsBy considering these Islamic banks' antecedents, the Islamic banks might enhance their customer loyalty. Second, this study has revealed the moderating role of religiosity in a loyalty relationship. Therefore, it will give insights for the Islamic bank managers in decision making. Originality/valueThis study has revealed the moderating role of religiosity on the link between service quality and customer satisfaction in Islamic bank which is neglected in the previous studies. The customers with high religiosity will have a higher standard of satisfaction and demand a better service quality than the customers with low religiosity. This study has also examined the relationship between service quality, religiosity, customer satisfaction, customer engagement and loyalty as a whole which have been limited previously.

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Antecedents and consequences of customer brand engagement in integrated resorts

Cited by 178 publications

References 43 publications

Seeing destinations through vlogs: implications for leveraging customer engagement behavior to increase travel intention

Seeing destinations through vlogs: implications for leveraging customer engagement behavior to increase travel intention

Examining the impact of mobile interactivity on customer engagement in the context of mobile shopping

Service quality, religiosity, customer satisfaction, customer engagement and Islamic bank’s customer loyalty

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