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dc.contributor.authorSo, Kevin Kam Fung
dc.contributor.authorKing, Ceridwyn
dc.contributor.authorSparks, Beverley
dc.date.accessioned2017-06-29T12:31:01Z
dc.date.available2017-06-29T12:31:01Z
dc.date.issued2014
dc.date.modified2013-06-13T04:45:14Z
dc.identifier.issn1096-3480
dc.identifier.doi10.1177/1096348012451456
dc.identifier.urihttp://hdl.handle.net/10072/47353
dc.description.abstractAlthough 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.
dc.description.peerreviewedYes
dc.description.publicationstatusYes
dc.languageEnglish
dc.language.isoeng
dc.publisherSage Publications
dc.publisher.placeUnited States
dc.relation.ispartofstudentpublicationN
dc.relation.ispartofpagefrom304
dc.relation.ispartofpageto329
dc.relation.ispartofissue3
dc.relation.ispartofjournalJournal of Hospitality & Tourism research
dc.relation.ispartofvolume38
dc.rights.retentionY
dc.subject.fieldofresearchTourism Marketing
dc.subject.fieldofresearchBusiness and Management
dc.subject.fieldofresearchCommercial Services
dc.subject.fieldofresearchTourism
dc.subject.fieldofresearchcode150604
dc.subject.fieldofresearchcode1503
dc.subject.fieldofresearchcode1504
dc.subject.fieldofresearchcode1506
dc.titleCustomer Engagement with Tourism Brands: Scale Development and Validation
dc.typeJournal article
dc.type.descriptionC1 - Articles
dc.type.codeC - Journal Articles
gro.facultyGriffith Business School, Department of Tourism, Sport and Hotel Management
gro.date.issued2012
gro.hasfulltextNo Full Text
gro.griffith.authorSparks, Beverley A.
gro.griffith.authorSo, Kevin


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