Please use this identifier to cite or link to this item: http://hdl.handle.net/10397/13242
Title: Barriers affecting organisational adoption of higher order customer engagement in tourism service interactions
Authors: Chathoth, PK
Ungson, GR
Altinay, L
Chan, ESW 
Harrington, R
Okumus, F
Keywords: Co-creation
Consumer engagement
Organisational barriers
Service-dominant logic
Value-creating network
Issue Date: 2014
Publisher: Elsevier Sci Ltd
Source: Tourism management, 2014, v. 42, p. 181-193 How to cite?
Journal: Tourism Management 
Abstract: In this study, consumer engagement was examined from a service-dominant logic perspective in tourism service interactions. Extensive field interviews and focus groups in the context of three upscale hotels in Hong Kong identified numerous barriers towards successfully engaging consumers, extending from consumer, technological, and strategic cases to organisational cases. In all, a firm's overall strategy, organisational structure and culture are the most important barriers determining whether consumer engagement as depicted in the literature can be successfully deployed within hotel organisations. Implications call for a more intensive study of engaging consumers from an organisational context with a reassessment of progressive stages that include leadership interventions and the incorporation of consumer feedback at all stages of the firm's value-creating network.
URI: http://hdl.handle.net/10397/13242
ISSN: 0261-5177
DOI: 10.1016/j.tourman.2013.12.002
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