Please use this identifier to cite or link to this item: http://hdl.handle.net/10397/81387
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dc.contributorSchool of Hotel and Tourism Managementen_US
dc.creatorHao, Fen_US
dc.date.accessioned2019-09-24T00:53:18Z-
dc.date.available2019-09-24T00:53:18Z-
dc.identifier.issn0959-6119en_US
dc.identifier.urihttp://hdl.handle.net/10397/81387-
dc.language.isoenen_US
dc.publisherEmerald Group Publishing Limiteden_US
dc.rights© Emerald Publishing Limited. This AAM is provided for your own personal use only. It may not be used for resale, reprinting, systematic distribution, emailing, or for any other commercial purpose without the permission of the publisher.en_US
dc.rightsThe following publication Hao, F. (2020), "The landscape of customer engagement in hospitality and tourism: a systematic review", International Journal of Contemporary Hospitality Management, Vol. 32 No. 5, pp. 1837-1860 is available at https://doi.org/https://doi.org/10.1108/IJCHM-09-2019-0765en_US
dc.subjectCustomer engagementen_US
dc.subjectOnline engagementen_US
dc.subjectTourist engagementen_US
dc.subjectBrand engagementen_US
dc.subjectCustomer engagement behaviouren_US
dc.subjectHospitalityen_US
dc.subjectSystematic reviewen_US
dc.titleThe landscape of customer engagement in hospitality and tourism : a systematic reviewen_US
dc.typeJournal/Magazine Articleen_US
dc.identifier.spage1837en_US
dc.identifier.epage1860en_US
dc.identifier.volume32en_US
dc.identifier.issue5en_US
dc.identifier.doi10.1108/IJCHM-09-2019-0765en_US
dcterms.abstractPurpose – This study aims to deliver a systematic review of customer engagement in hospitality and tourism by synthesising existing literature, thus presenting a state-of-art landscape of customer engagement research. Design/methodology/approach – A total of 173 peer-reviewed articles were collected from seven databases, spanning from 2007 to 2020. A systematic review was conducted by analysing, categorising, and synthesising existing studies to examine the evolution, conceptual nature, typology and measurement of the existing literature on customer engagement in hospitality and tourism.en_US
dcterms.abstractFindings – This study provides an overview of the temporal, spatial, sectoral and journal-wise distribution of customer engagement in hospitality and tourism. A comprehensive definition of customer engagement is proposed based on five fundamental propositions. Scrutiny of customer engagement studies in hospitality and tourism presents four sub-forms, including Online Customer Engagement, Tourist Engagement, Customer Brand Engagement and Customer Engagement Behaviour. Additionally, the research methods, dimensionality, and measurement scales of customer engagement are systematically reviewed.en_US
dcterms.abstractOriginality/value – This study is the first systematic review of customer engagement research in the field of hospitality and tourism. The original definition leads to an improved understanding of customer engagement. This study is also the first to propose a clear typology of customer engagement to enhance consistency in usage.en_US
dcterms.accessRightsopen accessen_US
dcterms.bibliographicCitationInternational journal of contemporary hospitality management, 2020, v. 32, no. 5, p. 1837-1860en_US
dcterms.isPartOfInternational journal of contemporary hospitality managementen_US
dcterms.issued2020-
dc.identifier.eissn1757-1049en_US
dc.description.validate202003 bcrcen_US
dc.description.oaAccepted Manuscripten_US
dc.identifier.FolderNumbera0422-n01, a2646b-
dc.identifier.SubFormID48012-
dc.description.fundingSourceSelf-fundeden_US
dc.description.pubStatusPublisheden_US
dc.description.oaCategoryGreen (AAM)en_US
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