The DOI matches its Crossref record; 21 of the 21 references it cites were found in a registry or an index.
Customer Engagement With Tourism Brands: Scale Development and Validation
Abstract
Although customer engagement (CE) has emerged as a widely used term in many industries, including tourism and hospitality, academic research lacks a clear conceptualization and rigorous measurement of the construct. This study develops and validates a 25-item CE scale that comprises five factors: identification, enthusiasm, attention, absorption, and interaction. The scale, developed from a survey of hotel and airline customers, demonstrated strong psychometric properties across multiple samples and showed CE to exert a positive significant influence on behavioral intention of loyalty for both hotel and airline customers. The scale offers a framework for future empirical research in this increasingly important area, and it provides a useful tool for tourism practitioners to collect insights into customer psychological and behavioral connections with their brands beyond the service consumption experience.
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Cites
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Cited by
Customer engagement with tourism social media brands
Harrigan, P., Evers, U., Miles, M., & Daly, T. (2017) · Tourism Management · doi:10.1016/j.tourman.2016.09.015 · Cited by 813
Kamboj, S., Sarmah, B., Gupta, S., & Dwivedi, Y. (2018) · International Journal of Information Management · doi:10.1016/j.ijinfomgt.2017.12.001 · Cited by 591
Jiménez-Castillo, D., & Sánchez-Fernández, R. (2019) · International Journal of Information Management · doi:10.1016/j.ijinfomgt.2019.07.009 · Cited by 528
A stage to engage: Social media use and corporate reputation
Dijkmans, C., Kerkhof, P., & Beukeboom, C. J. (2015) · Tourism Management · doi:10.1016/j.tourman.2014.09.005 · Cited by 515
Customer engagement and social media: Revisiting the past to inform the future
Lim, W. M., & Rasul, T. (2022) · Journal of Business Research · doi:10.1016/j.jbusres.2022.04.068 · Cited by 427
Metadata
- Authors
- So, K. K. F., King, C., & Sparks, B.
- Venue
- Journal of Hospitality & Tourism Research
- Publisher
- SAGE Publications
- Published
- 2012-07-03
- Volume
- 38
- Issue
- 3
- Pages
- 304-329
- ISSN
- 0741-5095 (ISSN-L)
- 1096-3480
- 1557-7554
- OpenAlex
- W2138497121
- Cited by
- 617
- References
- 21
- FWCI
- 14.80
- Type
- journal article
- Language
- en
- Open access
- closed
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- So, K. K. F., King, C., & Sparks, B. (2014). Customer Engagement With Tourism Brands: Scale Development and Validation. Journal of Hospitality & Tourism Research. https://doi.org/10.1177/1096348012451456
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Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
