Have a personal or library account? Click to login
Customer engagement for evaluating customer relationships in hotel industry Cover

Customer engagement for evaluating customer relationships in hotel industry

European Journal of Tourism, Hospitality and Recreation
Volume 8 (2017): Issue 1 (May 2017)
By: Raouf Ahmad Rather and  Jyoti Sharma  
Open Access
|Oct 2017

References

  1. [1] Anderson, J. C., & Gerbing, D. W. (1988). Structural equation modeling in practice: a review and recommended two-step approach. Psychological Bulletin, 103(3), 411-423
    Search in Google ScholarBack to article
  2. [2] Anderson, E. W., & Mittal, V. (2000). Strengthening the satisfaction-profit chain. Journal of Service research, 3(2), 107-120
    Search in Google ScholarBack to article
  3. [3] Ashley, C., Noble, S. M., Donthu, N., & Lemon, K. N. (2011). Why customers won’t relate: Obstacles to relationship marketing engagement. Journal of Business Research, 64(7), 749-756
    Search in Google ScholarBack to article
  4. [4] Bagozzi, R. P., & Dholakia, U. M. (2006). Antecedents and purchase consequences of customer participation in small group brand communities. International Journal of research in Marketing, 23(1), 45-61
    Search in Google ScholarBack to article
  5. [5] Berman, B., & Evans, J.R., (2007), Retail Management, A Strategic Approach, (8th Eds) Macmillan Publishing, New York
    Search in Google ScholarBack to article
  6. [6] Bentler, P. M. (1992). On the fit of models to covariances and methodology to the Bulletin. Psychological Bulletin, 112(3), 400-404
    Search in Google ScholarBack to article
  7. [7] Bentler, P. M., & Bonnett, D. G. (1980). Significance tests and goodness of fit in the analysis of covariance structures. Psychological Bulletin, 88(3), 588-606
    Search in Google ScholarBack to article
  8. [8] Bhattacharya, C. B., Rao, H., & Glynn, M. A. (1995). Understanding the bond of identification: An investigation of its correlates among art museum members. The Journal of Marketing, 59(4): 46-57
    Search in Google ScholarBack to article
  9. [9] Bhattacharya, C. B., & Sen, S. (2003). Consumer-company identification: A framework for understanding consumers’ relationships with companies. Journal of marketing, 67(2), 76-88
    Search in Google ScholarBack to article
  10. [10] Bolton, R. N. (2011). Comment: customer engagement. Journal of Service Research, 14(3), 272-274
    Search in Google ScholarBack to article
  11. [11] Bowden, J. L. H. (2009a). The process of customer engagement: A conceptual framework. Journal of Marketing Theory and Practice, 17(1), 63-74
    Search in Google ScholarBack to article
  12. [12] Bowden, J. (2009b). Customer engagement: A framework for assessing customer-brand relationships: The case of the restaurant industry. Journal of Hospitality Marketing & Management, 18(6), 574-596
    Search in Google ScholarBack to article
  13. [13] Bowden, J. L. H. (2011). Engaging the student as a customer: A relationship marketing approach. Marketing Education Review, 21(3), 211-228
    Search in Google ScholarBack to article
  14. [14] Bowen, J. T., & Chen, S. (2001). The relationship between customer loyalty and customer satisfaction. International Journal of Contemporary Hospitality Management, 13(5), 213-217
    Search in Google ScholarBack to article
  15. [15] Brodie, R. J., Hollebeek, L. D., Juric, B., & Ilic, A. (2011). Customer engagement: conceptual domain, fundamental propositions, and implications for research. Journal of Service Research, 14(3), 252-271
    Search in Google ScholarBack to article
  16. [16] Brodie, R. J., Ilic, A., Juric, B., & Hollebeek, L. (2013). Consumer engagement in a virtual brand community: An exploratory analysis. Journal of Business Research, 66(1), 105-114
    Search in Google ScholarBack to article
  17. [17] Casalo, L., Flavian, C., & Guinaliu, M. (2007). The impact of participation in virtual brand communities on consumer trust and loyalty: The case of free software. Online information review, 31(6), 775-792
    Search in Google ScholarBack to article
  18. [18] Dwivedi, A. (2015). A higher-order model of consumer brand engagement and its impact on loyalty intentions. Journal of Retailing and Consumer Services, 24, 100-109
    Search in Google ScholarBack to article
  19. [19] Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of marketing research, 39-50
    Search in Google ScholarBack to article
  20. [20] India Brand Equity Foundation (IBEF). (2016). Tourism and Hospitality Industry in India. Ministry of Tourism, Department of Industrial Policy and Promotion (DIPP), Government of India
    Search in Google ScholarBack to article
  21. [21] Hair, J. F., Black, W. C., Babin, B. J., Anderson, R. E., & Tatham, R. L. (2008). Multivariate Data Analysis (6th Eds) Pearson Prentice Hall. New Jersey
    Search in Google ScholarBack to article
  22. [22] Malhotra, N. (2007). Marketing Research – An Applied Orientation, (4th Eds) Pearson Prentice-Hall
    Search in Google ScholarBack to article
  23. [23] Hennig-Thurau, T., Gwinner, K. P., & Gremler, D. D. (2002). Understanding relationship marketing outcomes an integration of relational benefits and relationship quality. Journal of service research, 4(3), 230-247
    Search in Google ScholarBack to article
  24. [24] Higgins, E. T., & Scholer, A. A. (2009). Engaging the consumer: The science and art of the value creation process. Journal of Consumer Psychology, 19(2), 100-114
    Search in Google ScholarBack to article
  25. [25] Hollebeek, L. D. (2011a). Demystifying customer brand engagement: Exploring the loyalty nexus. Journal of marketing management, 27(7-8), 785-807
    Search in Google ScholarBack to article
  26. [26] Hollebeek, L. (2011b). Exploring customer brand engagement: definition and themes. Journal of strategic Marketing, 19(7), 555-573
    Search in Google ScholarBack to article
  27. [27] Hollebeek, L. D., Glynn, M. S., & Brodie, R. J. (2014). Consumer brand engagement in social media: Conceptualization, scale development and validation. Journal of interactive marketing, 28(2), 149-165
    Search in Google ScholarBack to article
  28. [28] Hoyer, W. D., Chandy, R., Dorotic, M., Krafft, M., & Singh, S. S. (2010). Consumer cocreation in new product development. Journal of Service Research, 13(3), 283-296
    Search in Google ScholarBack to article
  29. [29] Kandampully, J., & Suhartanto, D. (2000). Customer loyalty in the hotel industry: the role of customer satisfaction and image. International journal of contemporary hospitality management, 12(6), 346-351
    Search in Google ScholarBack to article
  30. [30] Kucukusta, D., Mak, A., & Chan, X. (2013). Corporate social responsibility practices in four and five-star hotels: Perspectives from Hong Kong visitors. International Journal of Hospitality Management, 34, 19-30
    Search in Google ScholarBack to article
  31. [31] Kumar, V., Aksoy, L., Donkers, B., Venkatesan, R., Wiesel, T., & Tillmanns, S. (2010). Undervalued or overvalued customers: capturing total customer engagement value. Journal of Service Research, 13(3), 297-310
    Search in Google ScholarBack to article
  32. [32] Langvinienė, N., & Daunoravičiūtė, I. (2015). Factors Influencing the Success of Business Model in the Hospitality Service Industry. Procedia-Social and Behavioral Sciences, 213, 902-910
    Search in Google ScholarBack to article
  33. [33] Lin, A., Gregor, S., & Ewing, M. (2008). Developing a scale to measure the enjoyment of web experiences. Journal of Interactive Marketing, 22(4), 40-57
    Search in Google ScholarBack to article
  34. [34] Marshall, N. W. (2010). Commitment, loyalty and customer lifetime value: investigating the relationships among key determinants. Journal of Business & Economics Research, 8(8), 67-84
    Search in Google ScholarBack to article
  35. [35] Mattila, A. S. (2006). The impact of affective commitment and hotel type in influencing guests’ share of wallet. Journal of Hospitality & Leisure Marketing, 15(4), 55-68
    Search in Google ScholarBack to article
  36. [36] McEwen, W. (2004). Why satisfaction isn’t satisfying. Gallup Management Journal Online, November 11. Available at http://gmj.gallup.com/content/14023/Why-Satisfaction-IsntSatisfying.aspx
    Search in Google ScholarBack to article
  37. [37] Netemeyer, R. G., Bearden, W. O., & Sharma, S. (2003). Scaling procedures: Issues and applications. Sage Publications
    Search in Google ScholarBack to article
  38. [38] Palmatier, R. W., Dant, R. P., Grewal, D., & Evans, K. R. (2006). Factors influencing the effectiveness of relationship marketing: a meta-analysis. Journal of marketing, 70(4), 136-153
    Search in Google ScholarBack to article
  39. [39] Patterson, P., Yu, T., & De Ruyter, K. (2006, December). Understanding customer engagement in services. In Advancing theory, maintaining relevance, proceedings of ANZMAC 2006 conference, Brisbane (pp. 4-6)
    Search in Google ScholarBack to article
  40. [40] Rather, R. A., & Sharma, J. (2016). Customer engagement in strengthening customer loyalty in hospitality sector. South Asian Journal of Tourism and Heritage, 9(2), 62-81
    Search in Google ScholarBack to article
  41. [41] Reichheld, F. F., & Schefter, P. (2000). E-loyalty: your secret weapon on the web. Harvard business review, 78(4), 105-113
    Search in Google ScholarBack to article
  42. [42] Sharma, J., & Rather, R. A. (2016). The role of customer engagement in ensuring sustainable development in hospitality sector. International Journal of Hospitality & Tourism Systems, 9(1), 33-43
    Search in Google ScholarBack to article
  43. [43] So, K. K. F., King, C., & Sparks, B. (2012). Customer engagement with tourism brands scale development and validation. Journal of Hospitality & Tourism Research, 38(3), 304-329
    Search in Google ScholarBack to article
  44. [44] So, K. K. F., King, C., Sparks, B. A., & Wang, Y. (2014). The role of customer engagement in building consumer loyalty to tourism brands. Journal of Travel Research, 1-15. doi: 0047287514541008
    Search in Google ScholarBack to article
  45. [45] Sprott, D., Czellar, S., & Spangenberg, E. (2009). The importance of a general measure of brand engagement on market behavior: Development and validation of a scale. Journal of Marketing Research, 46(1), 92-104
    Search in Google ScholarBack to article
  46. [46] Tabachnick, B. G., & Fidell, L. S. (2007). Using multivariate statistics (5th ed.). Boston, MA: Pearson Education
    Search in Google ScholarBack to article
  47. [47] Van Doorn, J., Lemon, K. N., Mittal, V., Nass, S., Pick, D., Pirner, P., & Verhoef, P. C. (2010). Customer engagement behavior: Theoretical foundations and research directions. Journal of Service Research, 13(3), 253-266
    Search in Google ScholarBack to article
  48. [48] Verhoef, P. C., Reinartz, W. J., & Krafft, M. (2010). Customer engagement as a new perspective in customer management. Journal of Service Research, 13(3), 247-252
    Search in Google ScholarBack to article
  49. [49] Vivek, S. D. (2009). A scale of consumer engagement (Doctoral dissertation, The University of Alabama TUSCALOOSA)
    Search in Google ScholarBack to article
  50. [50] Vivek, S. D., Beatty, S. E., & Morgan, R. M. (2012). Customer engagement: Exploring customer relationships beyond purchase. Journal of Marketing Theory and Practice, 20(2), 122-146
    Search in Google ScholarBack to article
  51. [51] Wang, Y., & Fesenmaier, D. R. (2004). Towards understanding members’ general participation in and active contribution to an online travel community. Tourism management, 25(6), 709-722
    Search in Google ScholarBack to article
  52. [52] United Nations World Tourism Organization (2013) UNWTO Tourism Highlights, UNWTO
    Search in Google ScholarBack to article
  53. [53] Wilkins, H., Merrilees, B., & Herington, C. (2009). The determinants of loyalty in hotels. Journal of Hospitality Marketing & Management, 19(1), 1-21
    Search in Google ScholarBack to article
DOI: https://doi.org/10.1515/ejthr-2017-0001 | Journal eISSN: 2182-4924 | Journal ISSN: 2182-4916
Journal RSS Feed
Language: English
Page range: 1 - 13
Submitted on: Sep 15, 2016
Accepted on: Dec 5, 2016
Published on: Oct 10, 2017
Published by: Polytechnic Institute of Leiria
In partnership with: Paradigm Publishing Services
Publication frequency: 2 issues per year
Keywords:
Customer engagement,
Customer loyalty,
Customer relationship,
Hotel industry
Related subjects:
Business and economics,
Business management,
Business management, other,
Industries,
Tourism, hospitality, travel,
Event industry, leisure industry,
Sports and recreation,
Sports and recreation, other

© 2017 Raouf Ahmad Rather, Jyoti Sharma, published by Polytechnic Institute of Leiria
This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 License.

Volume 8 (2017): Issue 1 (May 2017)Next article