Please use this identifier to cite or link to this item: http://hdl.handle.net/10397/13242
DC FieldValueLanguage
dc.contributorSchool of Hotel and Tourism Management-
dc.creatorChathoth, PK-
dc.creatorUngson, GR-
dc.creatorAltinay, L-
dc.creatorChan, ESW-
dc.creatorHarrington, R-
dc.creatorOkumus, F-
dc.date.accessioned2015-07-14T01:32:42Z-
dc.date.available2015-07-14T01:32:42Z-
dc.identifier.issn0261-5177-
dc.identifier.urihttp://hdl.handle.net/10397/13242-
dc.language.isoenen_US
dc.publisherPergamon Pressen_US
dc.subjectCo-creationen_US
dc.subjectConsumer engagementen_US
dc.subjectOrganisational barriersen_US
dc.subjectService-dominant logicen_US
dc.subjectValue-creating networken_US
dc.titleBarriers affecting organisational adoption of higher order customer engagement in tourism service interactionsen_US
dc.typeJournal/Magazine Articleen_US
dc.identifier.spage181-
dc.identifier.epage193-
dc.identifier.volume42-
dc.identifier.doi10.1016/j.tourman.2013.12.002-
dcterms.abstractIn 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.-
dcterms.bibliographicCitationTourism management, 2014, v. 42, p. 181-193-
dcterms.isPartOfTourism management-
dcterms.issued2014-
dc.identifier.isiWOS:000333000100019-
dc.identifier.scopus2-s2.0-84891053482-
dc.identifier.eissn1879-3193-
dc.identifier.rosgroupidr69292-
dc.description.ros2013-2014 > Academic research: refereed > Publication in refereed journal-
Appears in Collections:Journal/Magazine Article
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