Understanding customer engagement and social media activities in tourism: A latent profile analysis and cross-validation

So, Kevin Kam Fung; Wei, Wei; Martin, Drew

doi:10.1016/j.jbusres.2020.05.054

Cited by 74 publications

(109 citation statements)

References 52 publications

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“…Customer engagement (CE) has received rapidly growing practitioner and researcher interest in the past decade (Kumar et al 2019; So, Wei, and Martin 2020). Illustrating its significance, Gallup Research posits that engaged customers, on average, account for 7%–23% revenue growth, while disengaged customers yield an average 1%–13% revenue decline (Kumar and Pansari 2016).…”

Section: Introductionmentioning

confidence: 99%

First-Time versus Repeat Tourism Customer Engagement, Experience, and Value Cocreation: An Empirical Investigation

Rather

Hollebeek

Rasoolimanesh

2021

Journal of Travel Research

192

109

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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. We conclude with important implications arising from our analyses and further research avenues.

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Section: Introductionmentioning

confidence: 99%

First-Time versus Repeat Tourism Customer Engagement, Experience, and Value Cocreation: An Empirical Investigation

Rather

Hollebeek

Rasoolimanesh

2021

Journal of Travel Research

192

109

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“…As previously noted, satisfaction leads to loyalty (Zhang, Zhang & Lu, 2020). Although these studies point to relationships between them, the literature review suggests that various consumer groups may provide different answers (So, Wei & Martin, 2021).…”

Section: Introductionmentioning

confidence: 95%

The impact of customer involvement in airline loyalty programs: a multigroup analysis

Limberger

Pereira

2021

TMS

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Loyalty programs (LPs) have been considered a key determining factor for the performance of many companies. Although the benefits, satisfaction, perceived functional value (PFV), and loyalty (BSPfvL) have been widely explored, few studies have attempted to compare the results of this model in different groups of consumers. This study aims to analyze the relationships for varying levels of user involvement in airline loyalty programs. The population of this study was individual members of airway loyalty programs in Brazil. We obtained 429 answered questionnaires. We used multi-group analysis (MGA) using Partial least squares structural equation modeling (PLS-SEM). The results of this study indicate the mediation effect of satisfaction and perceived value and moderation of consumer involvement. A difference was identified between the two groups regarding hedonic benefits, satisfaction, and loyalty. This research has successfully contributed to the airline industry regarding the importance of loyalty benefits. Additionally, it highlights the importance of establishing consumers’ involvement in company loyalty programs. Finally, this study provides practical and theoretical contributions and guides future research efforts.

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“…As the previous analysis revealed, both the mainstream M&S (Santini et al, 2020) and H&T (Mariani et al, 2016) CE literature feature an enlarging focus on social media as a facilitator of CE. As CE exists outside of actual purchase scenarios (So et al, 2014), social media provides an ideal platform to nurture customer-brand connections (So et al, 2021). However, with an emphasis on relationships, the proliferation of other technological applications that allow for customer-brand interaction warrants a closer examination of technology's role in CE.…”

Section: Thematic Evolution Of Customer Engagementmentioning

confidence: 99%

“…Over the past decade, the concept of customer engagement (CE) has attracted growing scholarly and practical attention in broad service industries (Brodie et al, 2011;Kumar et al, 2019) and in hospitality and tourism (H&T) (So et al, 2014(So et al, , 2016b(So et al, , 2021Wei et al, 2013). Research has identified CE as a key success factor for firms (Kumar et al, 2019) as engaged customers are reluctant to switch, often participate in new product and service development, advocate for organizations and are less price-sensitive than non-engaged customers (Hollebeek et al, 2016).…”

Section: Introductionmentioning

confidence: 99%

The thematic evolution of customer engagement research: a comparative systematic review and bibliometric analysis

Kim

King

2021

IJCHM

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Purpose This study aims to serve as an important resource for customer engagement (CE) researchers by presenting a comprehensive, up-to-date and objective assessment of the status and evolution of the CE literature. This purpose is achieved through simultaneous consideration and separate analyses of both the marketing/service and hospitality/tourism literature where CE research dominates. Design/methodology/approach This study integrated three review techniques, including a systematic review technique, evaluative technique and relational technique, to present a state-of-the-art analysis of 236 articles. It provides an updated picture of scientific research on CE, as well as the thematic evolution and structure of the CE literature across the two disciplines. Findings Through a comprehensive review of the CE literature in marketing/service and hospitality/tourism domains, the present study findings build a robust foundation to evaluate how this strand of literature has developed and evolved over time. More importantly, a comparative and quantitative analysis of marketing/service and hospitality/tourism journals delivers actionable insight for hospitality and tourism scholars. Research limitations/implications This study reframes the scientific knowledge regarding the evolution of CE literature, along with interrelation patterns, to advance relevant studies in hospitality and tourism. Findings offer a broadened perspective on the concept’s scholarly development and current research trends, thereby charting a new path for future research. Originality/value By adopting three review techniques, to the best of the authors’ knowledge, this state-of-the-art analysis is the first to compare and synthesize a large volume of marketing/service and hospitality/tourism research, assembling a springboard from which to evaluate how CE studies have developed.

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Understanding customer engagement and social media activities in tourism: A latent profile analysis and cross-validation

Cited by 74 publications

References 52 publications

First-Time versus Repeat Tourism Customer Engagement, Experience, and Value Cocreation: An Empirical Investigation

First-Time versus Repeat Tourism Customer Engagement, Experience, and Value Cocreation: An Empirical Investigation

The impact of customer involvement in airline loyalty programs: a multigroup analysis

The thematic evolution of customer engagement research: a comparative systematic review and bibliometric analysis

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