1
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Xiong S, Zhang T. Enhancing tourist loyalty through location-based service apps: Exploring the roles of digital literacy, perceived ease of use, perceived autonomy, virtual-content congruency, and tourist engagement. PLoS One 2024; 19:e0294244. [PMID: 38295124 PMCID: PMC10830003 DOI: 10.1371/journal.pone.0294244] [Citation(s) in RCA: 0] [Impact Index Per Article: 0] [Reference Citation Analysis] [Abstract] [MESH Headings] [Track Full Text] [Journal Information] [Subscribe] [Scholar Register] [Received: 06/19/2023] [Accepted: 10/27/2023] [Indexed: 02/02/2024] Open
Abstract
Advanced mobile functions and empowered smartphones have provided tourists with various location-based service apps that reshaped the business model of the tourism sector. Despite their importance to tourists, l-apps still have limitations, such as ignorance of tourist preferences and the mismatch between app introduction and tourist experience, therefore affecting tourist loyalty to destinations. Understanding tourist-oriented factors thus becomes critical for l-app designers and service providers. This study integrates the technology-acceptance model (TAM) into a unique context to examine the roles of digital literacy, perceived ease of use, perceived autonomy, virtual-content congruence, and tourist engagement on tourist loyalty. Our empirical test of a structural equation model based on a randomly recruited 319 customers found that tourists' digital literacy influences their engagement and perceived ease of use, which mediates the relationship between digital literacy and engagement; tourists' perceived autonomy influences their engagement. Moreover, we found the moderating role of information-experience congruency between digital literacy, perceived ease of use, and perceived autonomy and tourist engagement, thus contributing to the boundary conditions of the TAM model. Finally, tourist engagement contributes to tourist loyalty. The study contributes to the integration of the technology acceptance model with a tourist orientation. The findings also offer meaningful, practical implications and recommendations on l-app design to stakeholders of tourist destinations.
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Affiliation(s)
- Shaowei Xiong
- College of Art Design, The College of Post and Telecommunication of WIT, Wuhan, Hubei, China
| | - Tong Zhang
- College of Art Design, The College of Post and Telecommunication of WIT, Wuhan, Hubei, China
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2
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Dai Q, Peng S, Guo Z, Zhang C, Dai Y, Hao W, Zheng Y, Xu W. Place identity as a mediator between motivation and tourist loyalty in 'red tourism'. PLoS One 2023; 18:e0284574. [PMID: 37889893 PMCID: PMC10610084 DOI: 10.1371/journal.pone.0284574] [Citation(s) in RCA: 0] [Impact Index Per Article: 0] [Reference Citation Analysis] [Abstract] [MESH Headings] [Grants] [Track Full Text] [Journal Information] [Subscribe] [Scholar Register] [Received: 07/15/2022] [Accepted: 04/04/2023] [Indexed: 10/29/2023] Open
Abstract
This paper constructs a theoretical analysis model based on the theories of planned behaviour, consumer emotion and identity by surveying tourists in Zunyi city, China and employing structural equation modelling to explore the influence mechanisms of tourist motivation, satisfaction and place identity on the loyalty of 'red tourism'. The research results demonstrated a relationship between tourist motivation, satisfaction, place identity and tourist loyalty and thus confirmed the theoretical model. Tourist satisfaction and place identity are important means by which tourist motivation affects the loyalty of red tourism. However, tourist motivation cannot directly affect red tourism loyalty, though it can indirectly affect it via satisfaction and place identity. Tourist motivation not only directly influences the satisfaction of red tourism but also indirectly influences it through place identity. Furthermore, tourist motivation affects place identity. The mere recognition of place identity does not automatically attract tourists' loyalty but can, through their experiencing satisfaction, indirectly inspire it. Nevertheless, place identity can only directly affect tourist satisfaction, and tourist satisfaction can only directly affect red tourism loyalty.
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Affiliation(s)
- Qiwen Dai
- School of Economics and Management, Guangxi Normal University, Guilin, Guangxi, China
- Pearl River-Xijiang River Economic Belt Development Institute, Guangxi Normal University, Guilin, Guangxi, China
| | - Shan Peng
- School of Economics and Management, Guangxi Normal University, Guilin, Guangxi, China
| | - Zijing Guo
- School of Economics and Management, Guangxi Normal University, Guilin, Guangxi, China
| | - Chunyu Zhang
- School of Economics and Management, Guangxi Normal University, Guilin, Guangxi, China
| | - Yanhong Dai
- School of Economics and Management, Guangxi Normal University, Guilin, Guangxi, China
| | - Wenjie Hao
- School of Economics, Fujian Normal University, Fuzhou, Fujian, China
| | - Yanqiao Zheng
- School of Finance, Zhejiang University of Finance and Economics, Hangzhou, Zhejiang, China
| | - Wei Xu
- School of Culture and Communication, Guilin Tourism University, Guilin, Guangxi, China
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3
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Mele E, Filieri R, De Carlo M. Pictures of a crisis. Destination marketing organizations' Instagram communication before and during a global health crisis. JOURNAL OF BUSINESS RESEARCH 2023; 163:113931. [PMID: 37070099 PMCID: PMC10098544 DOI: 10.1016/j.jbusres.2023.113931] [Citation(s) in RCA: 0] [Impact Index Per Article: 0] [Reference Citation Analysis] [Abstract] [Key Words] [Track Full Text] [Figures] [Subscribe] [Scholar Register] [Received: 12/23/2021] [Revised: 03/29/2023] [Accepted: 04/01/2023] [Indexed: 06/19/2023]
Abstract
The COVID-19 pandemic enhanced social media communications at a time individuals were unable to leave their homes due to the lockdown measures. A lack of research has been identified on how destination marketing organizations use social media during global health crises. Addressing this gap, the present research uses a mixed-method approach to examine the use of Instagram by Milan and Paris' Destination Marketing Organizations before and during COVID-19 and user engagement with it. Via a quantitative content analysis, Study 1 reveals communication differences between destinations and a change in promotion focus during the pandemic. Both DMOs focus on posts portraying "Culture, History and Art", which signifies stability and eternity as opposed to uncertain times. Using a thematic analysis, Study 2 reveals that both organizations promoted pro-social behavior also by employing influencers. Overall, research results document tourism organizations' pro-social use of social media during a global health crisis.
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Affiliation(s)
- Emanuele Mele
- IULM University, Department of Business, Law, Economics and Consumer Behavior "Carlo Ricciardi", Via Carlo Bo, 20143 Milano, Italy
| | - Raffaele Filieri
- Audencia Business School, Marketing Department, 8 Route de la Jonelière, Nantes, France
| | - Manuela De Carlo
- IULM University, Department of Business, Law, Economics and Consumer Behavior "Carlo Ricciardi", Via Carlo Bo, 20146 Milano, Italy
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4
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Prakash AV, Joshi A, Nim S, Das S. Determinants and consequences of trust in AI-based customer service chatbots. SERVICE INDUSTRIES JOURNAL 2023. [DOI: 10.1080/02642069.2023.2166493] [Citation(s) in RCA: 0] [Impact Index Per Article: 0] [Reference Citation Analysis] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 03/12/2023]
Affiliation(s)
- Ashish Viswanath Prakash
- Information Systems and Analytics Area, Indian Institute of Management Tiruchirappalli, Tiruchirappalli, India
| | - Arun Joshi
- Vinod Gupta School of Management, IIT Kharagpur, Kharagpur, India
- International School of Business and Media, Pune, India
| | | | - Saini Das
- Vinod Gupta School of Management, IIT Kharagpur, Kharagpur, India
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5
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Lao Y, Zhu J, Liu J. Tourism destinations and tourist behavior based on community interaction models of film-enabled tourism destinations. Front Psychol 2023; 13:1108812. [PMID: 36825243 PMCID: PMC9942594 DOI: 10.3389/fpsyg.2022.1108812] [Citation(s) in RCA: 0] [Impact Index Per Article: 0] [Reference Citation Analysis] [Abstract] [Key Words] [Track Full Text] [Figures] [Journal Information] [Subscribe] [Scholar Register] [Received: 11/26/2022] [Accepted: 12/29/2022] [Indexed: 02/10/2023] Open
Abstract
The importance of media-induced tourism has increased in the latest decade. The integration and collaboration of film elements is an especially effective pathway for the innovative development and upgrading of the experience of the cultural tourism industry. Existing studies on the mechanism of tourism destinations and cultural tourism development, mainly from the perspective of tourism destinations and tourist experience, have rarely explored the cultural tourism development mechanism from the perspective of interest-related community interaction in the film-enabling context. In this study, we conducted high-frequency word analysis and element category analysis of the online text data of the Japanese animation film Your Name from the angle of interest-related community interaction through utilizing online text analysis and Grounded Theory analysis. Based on the interest-related community interaction, we analyzed the elements of interest-related community interaction in cultural tourism triggered by the film, including tourist hotspots, tourism resources, the tourist experience, sightseeing expectations, tourism evaluation and information dissemination, and formulated the orientation pathway of film-enabling cultural tourism. In this study, we aimed to enrich cultural tourism research and provide a reference point and theoretical support for film-enabling cultural tourism in the Internet era by introducing the concept of interest-related community innovation to the scene of film-enabling cultural tourism.
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Affiliation(s)
- Yongshi Lao
- School of Management, Shenzhen University, Shenzhen, China
| | - Jianfei Zhu
- School of Management, Shenzhen University, Shenzhen, China
| | - Jinlin Liu
- School of Management Science and Engineering Administration, Guizhou University of Finance and Economics, Guiyang, China,*Correspondence: Jinlin Liu, ✉
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6
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Do DKX, Bowden JLH. Negative customer engagement behaviour in a service context. SERVICE INDUSTRIES JOURNAL 2023. [DOI: 10.1080/02642069.2022.2159945] [Citation(s) in RCA: 0] [Impact Index Per Article: 0] [Reference Citation Analysis] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 02/05/2023]
Affiliation(s)
- Diem Khac Xuan Do
- School of Advanced Study, Ho Chi Minh City Open University, Ho Chi Minh City, Vietnam
| | - Jana Lay-Hwa Bowden
- Macquarie Business School, Macquarie University, Macquarie University, Sydney Australia
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7
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Park YN, Gong T. Curvilinear relationship between customer engagement and responses to service failures. SERVICE INDUSTRIES JOURNAL 2023. [DOI: 10.1080/02642069.2022.2164273] [Citation(s) in RCA: 0] [Impact Index Per Article: 0] [Reference Citation Analysis] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 01/27/2023]
Affiliation(s)
- Yun-na Park
- Conrad N. Hilton College of School of Global Hospitality Leadership, University of Houston, Houston, TX, USA
| | - Taeshik Gong
- College of Business and Economics, Hanyang University ERICA, Ansan, South Korea
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8
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The Relationship between Corporate Social Responsibility on Social Media and Brand Advocacy Behavior of Customers in the Banking Context. Behav Sci (Basel) 2022; 13:bs13010032. [PMID: 36661604 PMCID: PMC9854506 DOI: 10.3390/bs13010032] [Citation(s) in RCA: 0] [Impact Index Per Article: 0] [Reference Citation Analysis] [Abstract] [Key Words] [Track Full Text] [Figures] [Journal Information] [Subscribe] [Scholar Register] [Received: 11/14/2022] [Revised: 12/15/2022] [Accepted: 12/23/2022] [Indexed: 12/31/2022] Open
Abstract
This research study aims to investigate the relationship between corporate social responsibility (CSR)-related communication on social media and brand advocacy behavior of retail banking customers in a developing country. This study also proposes a dual mediating mechanism of customer engagement and customer-company identification in the above-proposed relationship. The data were collected from retail banking customers with the help of a self-administered questionnaire (n = 356). To test the hypothesized relationships, a theoretical model was developed in this study. For hypothesis testing, we used the structural equation modeling (SEM) technique in AMOS software. The empirical analysis results confirmed our theoretical assumption that the manifestation of CSR-related communication on social media by a bank significantly influenced the advocacy behavior of retail banking customers. Our study also confirmed the mediating function of customer engagement and customer-company identification. The findings of this study offer different implications for the banking sector. For example, our study highlights the critical role of CSR-related communication on social media for meaningful customer-brand relationships by promoting the advocacy behavior of customers.
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9
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Sallaku R, Vigolo V. Predicting customer loyalty to Airbnb using PLS-SEM: the role of authenticity, interactivity, involvement and customer engagement. TQM JOURNAL 2022. [DOI: 10.1108/tqm-12-2021-0348] [Citation(s) in RCA: 0] [Impact Index Per Article: 0] [Reference Citation Analysis] [Abstract] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 12/24/2022]
Abstract
PurposeDrawing on social exchange theory, this study clarifies the roles of authenticity, interactivity and involvement in predicting customer engagement (CE) and, ultimately, customer loyalty towards an online peer-to-peer accommodation platform. In addition, the study explores the effect of interactivity in increasing authenticity.Design/methodology/approachData were collected through an online questionnaire of a sample of Italian tourists who had previously booked a service on Airbnb. The analyses were conducted by adopting partial least squares structural equation modelling.FindingsThe model has high power in predicting customer loyalty to an online peer-to-peer accommodation platform. Specifically, involvement is the primary predictor of CE and customer loyalty. Authenticity and interactivity also have a significant and positive effect both on CE and customer loyalty. In addition, CE partially mediates the relationship between authenticity, interactivity and involvement and customer loyalty. Finally, interactivity has a significant positive effect on authenticity.Practical implicationsThe results encourage hospitality service providers to invest in the creation (and co-creation) of authentic experiences to increase CE and customer loyalty. Hospitality managers can also enhance CE by increasing involvement and interaction with customers through various touchpoints (online and offline) in different moments of the customer journey.Originality/valueThis study proposes an original model to predict customer loyalty to peer-to-peer hospitality platforms. The findings shed new light on the drivers of CE and provide empirical support for the mediating effect of CE. The study also contributes to the literature on authenticity by demonstrating the positive effect of interactivity on authenticity.
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10
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Ali F, Turktarhan G, Chen X, Ali M. Antecedents of destination advocacy using symmetrical and asymmetrical modeling techniques. SERVICE INDUSTRIES JOURNAL 2022. [DOI: 10.1080/02642069.2022.2146098] [Citation(s) in RCA: 0] [Impact Index Per Article: 0] [Reference Citation Analysis] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 12/23/2022]
Affiliation(s)
- Faizan Ali
- Muma College of Business, University of South Florida, Sarasota, FL, USA
| | | | - Xianglan Chen
- Center for Cognitive Science of Language, Beijing Language and Culture University, Beijing, People’s Republic of China
| | - Murad Ali
- Newcastle Business School, Northumbria University, Newcastle Upon Tyne, UK
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11
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Lievonen M, Bowden J, Luoma-aho V. Towards a typology of negative engagement behavior in social media. SERVICE INDUSTRIES JOURNAL 2022. [DOI: 10.1080/02642069.2022.2121961] [Citation(s) in RCA: 0] [Impact Index Per Article: 0] [Reference Citation Analysis] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 10/14/2022]
Affiliation(s)
- Matias Lievonen
- Jyvaskyla University School of Business and Economics, University of Jyvaskyla, Jyvaskyla, Finland
| | - Jana Bowden
- Department of Marketing, Macquarie Business School, Macquarie University, Sydney, Australia
| | - Vilma Luoma-aho
- Jyvaskyla University School of Business and Economics, University of Jyvaskyla, Jyvaskyla, Finland
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12
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Rather RA, Hollebeek LD, Vo-Thanh T, Ramkissoon H, Leppiman A, Smith D. Shaping customer brand loyalty during the pandemic: The role of brand credibility, value congruence, experience, identification, and engagement. JOURNAL OF CONSUMER BEHAVIOUR 2022; 21:1175-1189. [PMID: 37521716 PMCID: PMC9350360 DOI: 10.1002/cb.2070] [Citation(s) in RCA: 3] [Impact Index Per Article: 1.5] [Reference Citation Analysis] [Abstract] [Track Full Text] [Subscribe] [Scholar Register] [Received: 09/28/2021] [Revised: 03/30/2022] [Accepted: 04/23/2022] [Indexed: 05/25/2023]
Abstract
While insight into consumer brand engagement, experience, and identification is rapidly developing, little remains known regarding the association of these, and related, concepts, as therefore explored in this article. Drawing on social identity theory and service-dominant-logic, this study develops and tests a model that explores the effect of customers' brand credibility, -value congruence, and -experience on their brand identification, and its subsequent effect on their brand advocacy, -attachment, and -loyalty. We also examine the potentially moderating role of consumers' engagement in affecting these relationships. To explore these issues, we collected tourist-based survey data. To analyze the data, we used confirmatory factor analysis, followed by structural equation modeling. The findings reveal that brand value congruence, credibility, and experience exercise significant positive effects on customers' brand identification, which, in turn, impact their brand advocacy, attachment, and loyalty. Further, brand engagement is shown to moderate the association of these factors. We conclude by outlining key theoretical/practical implications that arise from this research.
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Affiliation(s)
| | - Linda D Hollebeek
- IPAG Business School Paris France
- Vilnius University Vilnius Lithuania
- Tallinn University of Technology Tallinn Estonia
| | - Tan Vo-Thanh
- Department of Marketing Excelia Business School, CEREGE (EA 1722) La Rochelle France
| | - Haywantee Ramkissoon
- College of Business, Law & Social Sciences University of Derby Derby UK
- College of Business & Economics, Johannesburg Business School University of Johannesburg Johannesburg South Africa
- Centre for Research and Innovation in Tourism (CRiT), Faculty of Social Sciences & Leisure Management, Taylor's University Taylor's University Subang Jaya Malaysia
- Excelsia School of Business Sydney Australia
| | - Anu Leppiman
- Tallinn University of Technology Tallinn Estonia
- Estonian Academy of Music and Theater Tallinn Estonia
- University of Lapland Rovaniemi Finland
| | - Dale Smith
- Goodwood Park Healthcare Group Ltd. Auckland New Zealand
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13
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Chen Y, Prentice C, Weaven S, Hisao A. The influence of customer trust and artificial intelligence on customer engagement and loyalty – The case of the home-sharing industry. Front Psychol 2022; 13:912339. [PMID: 35992434 PMCID: PMC9386451 DOI: 10.3389/fpsyg.2022.912339] [Citation(s) in RCA: 0] [Impact Index Per Article: 0] [Reference Citation Analysis] [Abstract] [Track Full Text] [Download PDF] [Figures] [Journal Information] [Subscribe] [Scholar Register] [Received: 04/04/2022] [Accepted: 07/12/2022] [Indexed: 11/17/2022] Open
Abstract
Trust is an essential factor in online and offline transactions. However, the role of customer trust has received limited attention in the home-sharing economy. Drawing on the revised stimulus organism response model and trust transfer theory, this paper examines how customer trust in home-sharing hosts and platforms affects customer relationships, manifested in customer engagement and loyalty. As artificial intelligence (AI) is extensively utilized within home-sharing platforms to facilitate business operations and enhance the customer experience, this study also examines the influence of AI on customer trust and other related outcomes. The research was undertaken in China, with respondents who had used home-sharing platforms. Results from structural equation modeling show that customer trust had a significant positive relationship with customer engagement and loyalty. Customer engagement mediates the relationship between trust and loyalty, while AI may have a negative moderating effect between host trust and customer engagement and customer engagement and loyalty. The paper contributes to marketing, sharing economy and AI research. The work has implications for practitioners offering suggestions to develop marketing strategies for business growth and sustainability.
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Affiliation(s)
- Ying Chen
- Department of Marketing, Griffith Business School, Griffith University, Brisbane, QLD, Australia
| | - Catherine Prentice
- Department of Marketing, Griffith Business School, Griffith University, Brisbane, QLD, Australia
- School of Business, University of Southern Queensland, Toowoomba, QLD, Australia
- Staffordshire Business School, Staffordshire University, Stoke-on-Trent, United Kingdom
- *Correspondence: Catherine Prentice,
| | - Scott Weaven
- Department of Marketing, Griffith Business School, Griffith University, Brisbane, QLD, Australia
| | - Aaron Hisao
- Griffith Institute for Tourism, Griffith Business School, Griffith University, Brisbane, QLD, Australia
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14
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Chen H, Wang Y, Li N. Research on the Relationship of Consumption Emotion, Experiential Marketing, and Revisit Intention in Cultural Tourism Cities: A Case Study. Front Psychol 2022; 13:894376. [PMID: 35910995 PMCID: PMC9326360 DOI: 10.3389/fpsyg.2022.894376] [Citation(s) in RCA: 0] [Impact Index Per Article: 0] [Reference Citation Analysis] [Abstract] [Track Full Text] [Download PDF] [Figures] [Journal Information] [Subscribe] [Scholar Register] [Received: 03/11/2022] [Accepted: 06/20/2022] [Indexed: 11/21/2022] Open
Abstract
Experience marketing plays an important role in improving the quality and upgrading tourism services in cultural tourism cities and helps guide the planning and development, commodity design, and business management of cultural tourism products. However, the urgent problems that need to be solved are as follows: How does experiential marketing in cultural tourism cities affect tourists' consumption behavior? How to adjust consumption emotion in tourist experience and revisit intention? Starting from the experience needs of tourists, this study selected Jinan city, represented by “Qilu culture,” as the research object; discussed the relationship between experiential marketing, consumption emotion, and revisit intention; and used a structural equation model to verify the relationship between the three. This study divided the perception of experiential marketing into four dimensions—sensory experience, action experience, emotional experience, and thinking experience, and divided tourists' revisit intention into two dimensions— “revisit” and “recommendation”. Totally, 305 tourists were randomly selected to participate in the questionnaire survey, and they came from 34 provinces in China. The results showed that cultural tourism cities can enhance tourists' positive consumption emotion through experiential marketing over time, and high-quality tourist consumption experience directly motivates tourists to revisit intention and then promotes tourists to go to cultural tourism cities for secondary consumption. These results suggest that cultural tourism cities should start from Maslow's hierarchy of needs theory, pay attention to the needs of tourists at different levels, and adopt effective experiential marketing strategies from tourism experience to improve the quality of tourists' travel experience and promote tourists' revisit intention.
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Affiliation(s)
- Hu Chen
- School of Public Administration, Shandong Agricultural University, Tai'an, China
| | - Yingchao Wang
- School of Civil Engineering and Architecture, University of Jinan, Jinan, China
- *Correspondence: Yingchao Wang
| | - Na Li
- Department of Economics, Sejong University, Seoul, South Korea
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15
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Kabadayi ET, Aksoy NC, Turkay PB. How does customer engagement value occur in restaurants?A stimulus-organism-response(S-O-R) perspective顾客参与价值如何在餐厅里得到体现?刺激—机体一响应(S-O-R)视角研究. SERVICE INDUSTRIES JOURNAL 2022. [DOI: 10.1080/02642069.2022.2075350] [Citation(s) in RCA: 1] [Impact Index Per Article: 0.5] [Reference Citation Analysis] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 10/18/2022]
Affiliation(s)
- Ebru Tumer Kabadayi
- Department of Business Administration, Gebze Technical University, Kocaeli, Turkey
| | - Nilsah Cavdar Aksoy
- Department of Business Administration, Galatasaray University, Istanbul, Turkey
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16
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Kumar N, Panda RK, Adhikari K. Transforming tourists’ intentions through destination engagement: insights from transformative learning theory. SERVICE INDUSTRIES JOURNAL 2022. [DOI: 10.1080/02642069.2022.2062327] [Citation(s) in RCA: 1] [Impact Index Per Article: 0.5] [Reference Citation Analysis] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 10/18/2022]
Affiliation(s)
- Navin Kumar
- School of Management, National Institute of Technology, Rourkela, India
| | | | - Kishalay Adhikari
- School of Management, National Institute of Technology, Rourkela, India
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17
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Amin M, Chan KW, Shamim A, Ghazali ZB, Lai FW. Engaging employees in value cocreation: interplay among firm, employee, and supervisor. SERVICE INDUSTRIES JOURNAL 2022. [DOI: 10.1080/02642069.2022.2056164] [Citation(s) in RCA: 1] [Impact Index Per Article: 0.5] [Reference Citation Analysis] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 10/18/2022]
Affiliation(s)
- Muhammad Amin
- Department of Management and Humanities, Universiti Teknologi Petronas, Seri Iskandar, Malaysia
| | - Kimmy Wa Chan
- Department of Marketing, School of Business, Hong Kong Baptist University, Kowloon Tong, Hong Kong
| | - Amjad Shamim
- Department of Management and Humanities, Universiti Teknologi Petronas, Seri Iskandar, Malaysia
| | - Zulkipli Bin Ghazali
- Department of Management and Humanities, Universiti Teknologi Petronas, Seri Iskandar, Malaysia
| | - Fong-Woon Lai
- Department of Management and Humanities, Universiti Teknologi Petronas, Seri Iskandar, Malaysia
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18
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Exploring How Tourist Engagement Affects Destination Loyalty: The Intermediary Role of Value and Satisfaction. SUSTAINABILITY 2022. [DOI: 10.3390/su14031621] [Citation(s) in RCA: 2] [Impact Index Per Article: 1.0] [Reference Citation Analysis] [Abstract] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 11/16/2022]
Abstract
A conceptual network between and among tourist engagement, perceived value, tourist satisfaction, and destination loyalty was constructed and validated based on 401 valid samples collected in Phoenix Ancient Town, a famous destination in western Hunan, China. The research results confirm the logic chain in marketing psychology of “engagement-value-evaluation/behavior” in the context of a tourism destination. Specifically, tourist engagement has direct positive effects on destination loyalty, but not on tourist satisfaction. In addition, tourist engagement exerts indirect positive effects on destination loyalty by producing functional value and emotional value for tourists which, in turn, promotes tourist satisfaction towards a destination. However, the indirect influences of tourist engagement on tourist satisfaction and destination loyalty by way of creating tourists’ social value are not significant. This research validates the role of tourist engagement in the formation of destination loyalty from a tourist value perspective and thereby offers a new theoretical clue for tourism marketing.
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Hollebeek LD, Urbonavicius S, Sigurdsson V, Clark MK, Parts O, Rather RA. Stakeholder engagement and business model innovation value. SERVICE INDUSTRIES JOURNAL 2022. [DOI: 10.1080/02642069.2022.2026334] [Citation(s) in RCA: 8] [Impact Index Per Article: 4.0] [Reference Citation Analysis] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 10/19/2022]
Affiliation(s)
- Linda D. Hollebeek
- Professor of Marketing, Department of Marketing and Communication, IPAG Business School, Paris, France
- Professor of Marketing, Faculty of Economics and Business Administration, Vilnius University, Vilnius, Lithuania
- Professor of Marketing, Department of Business Administration, Tallinn University of Technology, Tallinn, Estonia
| | - Sigitas Urbonavicius
- Professor of Marketing, Faculty of Economics and Business Administration, Vilnius University, Vilnius, Lithuania
| | - Valdimar Sigurdsson
- Professor of Marketing, Department of Business Administration, Reykjavik University, Reykjavik, Iceland
| | - Moira K. Clark
- Professor of Strategic Marketing, Henley Business School (Greenlands Campus), University of Reading, Henley, UK
| | - Oliver Parts
- Professor of Marketing, Department of Business Administration, Tallinn University of Technology, Tallinn, Estonia
| | - Raouf Ahmad Rather
- Scientific Researcher/Guest Faculty, Department of Management Studies (South Campus), University of Kashmir, Jammu and Kashmir, India
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20
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Le TTY, Chen JS. Impact of Website Interface on Customer Experience and Engagement Intention in Online Hotel Booking. INTERNATIONAL JOURNAL OF INFORMATION SYSTEMS IN THE SERVICE SECTOR 2022. [DOI: 10.4018/ijisss.287578] [Citation(s) in RCA: 0] [Impact Index Per Article: 0] [Reference Citation Analysis] [Abstract] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 11/09/2022]
Abstract
This study aims to examine the impacts of a website interface on customer experience and engagement intention in online hotel booking services. A research model was proposed to discuss the interrelationships among website interface attributes, online customer experience, and customer engagement intention. The moderating effects of self-efficacy were also included. A quantitative approach of collecting 608 usable online questionnaires was conducted, and SPSS and AMOS were used to analyze the measurement model and proposed hypotheses. The results demonstrated that customer experience was affected by the information attributes, service attributes, and technical attributes of the booking website interface. Furthermore, customer experience was found to be positively related to customer engagement intention on booking websites. Moderating effects of web self-efficacy on these relationships were suggested.
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21
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Whittaker L, Mulcahy R, Russell-Bennett R. ‘Go with the flow’ for gamification and sustainability marketing. INTERNATIONAL JOURNAL OF INFORMATION MANAGEMENT 2021. [DOI: 10.1016/j.ijinfomgt.2020.102305] [Citation(s) in RCA: 16] [Impact Index Per Article: 5.3] [Reference Citation Analysis] [Track Full Text] [Journal Information] [Subscribe] [Scholar Register] [Indexed: 10/22/2022]
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22
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Trunfio M, Rossi S. Conceptualising and measuring social media engagement: A systematic literature review. ITALIAN JOURNAL OF MARKETING 2021. [PMCID: PMC8354841 DOI: 10.1007/s43039-021-00035-8] [Citation(s) in RCA: 4] [Impact Index Per Article: 1.3] [Reference Citation Analysis] [Abstract] [Grants] [Track Full Text] [Download PDF] [Figures] [Subscribe] [Scholar Register] [Indexed: 11/30/2022]
Abstract
The spread of social media platforms enhanced academic and professional debate on social media engagement that attempted to better understand its theoretical foundations and measurements. This paper aims to systematically contribute to this academic debate by analysing, discussing, and synthesising social media engagement literature in the perspective of social media metrics. Adopting a systematic literature review, the research provides an overarching picture of what has already been investigated and the existing gaps that need further research. The paper confirms the polysemic and multidimensional nature of social media engagement. It identifies the behavioural dimension as the most used proxy for users' level of engagement suggesting the COBRA model as a conceptual tool to classify and interpret the construct. Four categories of metrics emerged: quantitative metrics, normalised indexes, set of indexes, qualitative metrics. It also offers insights and guidance to practitioners on modelling and managing social media engagement.
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Affiliation(s)
- Mariapina Trunfio
- Department of Management and Quantitative Studies, University of Naples “Parthenope”, Naples, Italy
| | - Simona Rossi
- Department of Management and Quantitative Studies, University of Naples “Parthenope”, Naples, Italy
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Ghosh SS, Chatterjee SK. A knowledge organization framework for influencing tourism-centered place-making. JOURNAL OF DOCUMENTATION 2021. [DOI: 10.1108/jd-12-2020-0220] [Citation(s) in RCA: 1] [Impact Index Per Article: 0.3] [Reference Citation Analysis] [Abstract] [Track Full Text] [Journal Information] [Subscribe] [Scholar Register] [Indexed: 11/17/2022]
Abstract
PurposeThis study demonstrates the synthesis of a knowledge organization framework from tourist reviews and an ontological model with its implementation in graph database, which is based on this framework. The aim is to influence place-making outcomes at tourist destinations.Design/methodology/approachThe faceted classification approach has been used for generating and validating the framework based on online reviews about urban tourism parks. The framework was used to develop an ontology using Protégé ontology editor that was implemented using GraphDB.FindingsThree fundamental facet categories, namely Component, Aspect and Outcome, each consisting of several sub-facets, were synthesized from the analyses of the reviews. Besides helping in constructing the ontology, the analysis also helped in calculating an importance-score for the reviews that helped in ranked information retrieval.Research limitations/implicationsThe analyses of the reviews were done manually and may carry human bias. But it is robust as it is based on a canonical faceted methodology.Practical implicationsIt is envisaged that this study will help tourist destination planners in decision-making by easing the utilization of tourist generated reviews by the knowledge management systems they use. Opinions of tourists will be induced in destination planning thereby helping in the production of quality “places.”Originality/valueThe presented faceted framework aims to specifically aid knowledge organization pertaining to online reviews related to tourist destinations. The focus is on organizing knowledge to facilitate tourism development for better place-making outcomes, which is an important area of research though it has little contributions.
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Engaging users in the sharing economy: individual and collective psychological ownership as antecedents to actor engagement. JOURNAL OF SERVICE MANAGEMENT 2021. [DOI: 10.1108/josm-08-2020-0300] [Citation(s) in RCA: 7] [Impact Index Per Article: 2.3] [Reference Citation Analysis] [Abstract] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 11/17/2022]
Abstract
PurposeThis conceptual study explicates the dynamic, interlinked relationship between two of the most popular theories in marketing today: psychological ownership (PO) and engagement. The study is set in the sharing economy (SE), where platform business success depends on high levels of engagement by users, both individuals and collectives. The study argues individual PO (iPO) acts as the antecedent to engagement within a dyad of brand and user, and collective PO (cPO) as the antecedent to collective engagement by communities of users.Design/methodology/approachThis conceptual study synthesizes PO theory and engagement theory to produce a PO–engagement framework. The authors adopt a dual-level perspective encompassing individual- and group-level phenomena in the SE and employ examples from practice to illustrate their arguments.FindingsPO acts as the antecedent to the positively valenced disposition and engagement activities of actors in the SE. iPO manifests as engagement within a dyad of brand and user. Outcomes include brand love and contributions to brand reputation and service offerings. Collective PO manifests as engagement within a community or collective. Outcomes include community-oriented peer-to-peer (P2P) sharing for the benefit of others.Originality/valueThis study offers a dynamic framework of PO and engagement in the SE, the PO–engagement framework. The authors contribute to PO and engagement literature studies in marketing by illustrating how a platform user's attachment to targets in the SE motivates emergence of PO, and how different types of engagement manifest from different types of PO.
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Clement Addo P, Fang J, Asare AO, Kulbo NB. Customer engagement and purchase intention in live-streaming digital marketing platforms. SERVICE INDUSTRIES JOURNAL 2021. [DOI: 10.1080/02642069.2021.1905798] [Citation(s) in RCA: 18] [Impact Index Per Article: 6.0] [Reference Citation Analysis] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 10/21/2022]
Affiliation(s)
- Prince Clement Addo
- School of Management and Economics, University of Electronic Science and Technology of China, People’s Republic of China
- Department of Applied Sciences and Mathematical Education, Akenten Appiah-Menka University of Skills Training and Entrepreneurial Development, Ghana
| | - Jiaming Fang
- School of Management and Economics, University of Electronic Science and Technology of China, People’s Republic of China
| | | | - Nora Bakabbey Kulbo
- School of Management and Economics, University of Electronic Science and Technology of China, People’s Republic of China
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26
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Sustainable Management of Sports Federations: The Indirect Effects of Perceived Service on Member’s Loyalty. SUSTAINABILITY 2021. [DOI: 10.3390/su13020458] [Citation(s) in RCA: 7] [Impact Index Per Article: 2.3] [Reference Citation Analysis] [Abstract] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 11/17/2022]
Abstract
Sports federations are non-profit organizations that compete for members and resources. These organizations are obliged to cooperate on the environment, nature conservation, and sustainability together with other public bodies. Given this situation and the necessity to differentiate themselves from commercial sports providers, it is essential for sports federations to create loyalty. The objective of this article is to provide an in-depth study of the variables that explain federation members’ loyalty, which is the best tool for federations to meet their sustainable and non-profit objectives. Having made an exhaustive review of the literature on loyalty, an empirical study is made of the loyalty antecedents (service quality, satisfaction, trust, and commitment), using a questionnaire of members of all of Spain’s karate federations. This empirical study has led to a model of structural equations that gives a perfect explanation of loyalty based on the relationships between the various variables, starting with service quality and considering the other variables to be mediating variables between service quality and loyalty. Furthermore, the findings show that service quality is the best option for improving member loyalty through some of the mediators proposed.
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Cetin G. Experience vs quality: predicting satisfaction and loyalty in services. SERVICE INDUSTRIES JOURNAL 2020. [DOI: 10.1080/02642069.2020.1807005] [Citation(s) in RCA: 11] [Impact Index Per Article: 2.8] [Reference Citation Analysis] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 10/23/2022]
Affiliation(s)
- Gurel Cetin
- Faculty of Economics, Tourism Management Department, Istanbul University, Istanbul, Turkey
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28
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Customer engagement in the digital age: a review and research agenda. Curr Opin Psychol 2020; 36:96-100. [DOI: 10.1016/j.copsyc.2020.05.003] [Citation(s) in RCA: 31] [Impact Index Per Article: 7.8] [Reference Citation Analysis] [Track Full Text] [Journal Information] [Subscribe] [Scholar Register] [Received: 05/11/2020] [Revised: 05/14/2020] [Accepted: 05/15/2020] [Indexed: 12/12/2022]
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29
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Suggesting a Framework for Performance Evaluation of Tourist Attractions: A Balance Score Approach. SUSTAINABILITY 2020. [DOI: 10.3390/su12156220] [Citation(s) in RCA: 6] [Impact Index Per Article: 1.5] [Reference Citation Analysis] [Abstract] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 11/16/2022]
Abstract
The aim of this study is to suggest a framework for performance evaluation of smart tourism initiatives/projects implemented in tourist attractions. The suggested tool is based on the theoretical foundations of Service-Dominant Logic and the Balance Scorecard framework, an established strategic management framework that maps an organization’s strategic objectives into performance indicators. The suggested template for performance evaluation was tested and validated within the context of China, and 30 interviews were conducted with managers of tourist attractions rated the highest quality level in Zhejiang Province, China. The empirical study’s results indicated that (i) the crafted Balance Scorecard template is implementable and of high utility; (ii) a volume of 8 Critical Success Factors and 22 Key Performance Indicators constitute an integrated set to monitor and assess the performance in a comprehensive manner; (iii) the key factors and indicators should be the same regardless of the type of ownership and management (public or private); and (iv) technological infrastructure and services are evolving; however, the principles and tools remain the same regardless the advent of smart paradigm.
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Isaeva N, Gruenewald K, Saunders MNK. Trust theory and customer services research: theoretical review and synthesis. SERVICE INDUSTRIES JOURNAL 2020. [DOI: 10.1080/02642069.2020.1779225] [Citation(s) in RCA: 6] [Impact Index Per Article: 1.5] [Reference Citation Analysis] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 10/24/2022]
Affiliation(s)
- Neve Isaeva
- Birmingham Business School, University of Birmingham, Birmingham, UK
| | - Kira Gruenewald
- Centre for Trust, Peace and Social Relations, Coventry University, Coventry, UK
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Raza A, Rather RA, Iqbal MK, Bhutta US. An assessment of corporate social responsibility on customer company identification and loyalty in banking industry: a PLS-SEM analysis. MANAGEMENT RESEARCH REVIEW 2020. [DOI: 10.1108/mrr-08-2019-0341] [Citation(s) in RCA: 68] [Impact Index Per Article: 17.0] [Reference Citation Analysis] [Abstract] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 11/17/2022]
Abstract
Purpose
This paper aims to address the need for a more in-depth empirical investigation of exploring the link between the adoption of corporate social responsibility (CSR) practices and different aspects of customer behavior in a developing country. This paper develops a research framework and assesses the mediating role of trust, customer-company identification (CCI) and electronic-service quality (E-SQ) between customer perceptions of CSR and customer loyalty.
Design/methodology/approach
Working with a sample of 280 banking customers in Pakistan, partial least square based structural equation modeling is used to test the conceptual model.
Findings
Surprisingly, results suggest that CSR is not directly related to customer loyalty, which is contradictory to previously established findings conducted in developed countries. Thus, confirming a full mediation of CCI, E-SQ and trust in enhancing the effect of CSR on customer loyalty. The study also confirms that CSR is positively related to E-SQ, and E-SQ also directly affects CCI.
Practical implications
Banks should adhere to honest CSR practices and effectively communicate and advertise these practices to increase awareness and knowledge among the customers. Similarly, banks should advance in technological expertise to generate customer identification, which then leads to their loyalty.
Originality/value
Previous studies conferred short-term customer’s reactions, such as purchase intention and brand image. Still, this research discusses the long-term effect of CSR on customer behavior, such as the loyalty of the customers. Moreover, this is the pioneer study that investigates how CSR actions influence customer perceptions about E-SQ and how electronic services affect customer identification with a bank.
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Chandni S, Rahman Z. Customer engagement and employee engagement: systematic review and future directions. SERVICE INDUSTRIES JOURNAL 2020. [DOI: 10.1080/02642069.2020.1733534] [Citation(s) in RCA: 12] [Impact Index Per Article: 3.0] [Reference Citation Analysis] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 10/24/2022]
Affiliation(s)
- Shumaila Chandni
- Department of Management Studies, Indian Institute of Technology Roorkee, Roorkee, India
| | - Zillur Rahman
- Department of Management Studies, Indian Institute of Technology Roorkee, Roorkee, India
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Kaur H, Paruthi M, Islam J, Hollebeek LD. The role of brand community identification and reward on consumer brand engagement and brand loyalty in virtual brand communities. TELEMATICS AND INFORMATICS 2020. [DOI: 10.1016/j.tele.2019.101321] [Citation(s) in RCA: 89] [Impact Index Per Article: 22.3] [Reference Citation Analysis] [Track Full Text] [Journal Information] [Subscribe] [Scholar Register] [Indexed: 11/27/2022]
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34
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Taheri B, Hosany S, Altinay L. Consumer engagement in the tourism industry: new trends and implications for research. SERVICE INDUSTRIES JOURNAL 2019. [DOI: 10.1080/02642069.2019.1595374] [Citation(s) in RCA: 17] [Impact Index Per Article: 3.4] [Reference Citation Analysis] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 10/27/2022]
Affiliation(s)
- Babak Taheri
- Business Management Department, Heriot-Watt University, Edinburgh, UK
| | - Sameer Hosany
- School of Management, Royal Holloway, University of London, Egham, UK
| | - Levent Altinay
- Faculty of Business, Oxford Brookes University, Oxford, UK
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