Uneingeschränkter Zugang

Customer engagement for evaluating customer relationships in hotel industry

 und   
10. Okt. 2017

Zitieren
COVER HERUNTERLADEN

[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 Scholar

[2] Anderson, E. W., & Mittal, V. (2000). Strengthening the satisfaction-profit chain. Journal of Service research, 3(2), 107-120 Search in Google Scholar

[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 Scholar

[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 Scholar

[5] Berman, B., & Evans, J.R., (2007), Retail Management, A Strategic Approach, (8th Eds) Macmillan Publishing, New York Search in Google Scholar

[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 Scholar

[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 Scholar

[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 Scholar

[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 Scholar

[10] Bolton, R. N. (2011). Comment: customer engagement. Journal of Service Research, 14(3), 272-274 Search in Google Scholar

[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 Scholar

[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 Scholar

[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 Scholar

[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 Scholar

[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 Scholar

[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 Scholar

[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 Scholar

[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 Scholar

[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 Scholar

[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 Scholar

[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 Scholar

[22] Malhotra, N. (2007). Marketing Research – An Applied Orientation, (4th Eds) Pearson Prentice-Hall Search in Google Scholar

[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 Scholar

[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 Scholar

[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 Scholar

[26] Hollebeek, L. (2011b). Exploring customer brand engagement: definition and themes. Journal of strategic Marketing, 19(7), 555-573 Search in Google Scholar

[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 Scholar

[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 Scholar

[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 Scholar

[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 Scholar

[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 Scholar

[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 Scholar

[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 Scholar

[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 Scholar

[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 Scholar

[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 Scholar

[37] Netemeyer, R. G., Bearden, W. O., & Sharma, S. (2003). Scaling procedures: Issues and applications. Sage Publications Search in Google Scholar

[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 Scholar

[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 Scholar

[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 Scholar

[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 Scholar

[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 Scholar

[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 Scholar

[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 Scholar

[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 Scholar

[46] Tabachnick, B. G., & Fidell, L. S. (2007). Using multivariate statistics (5th ed.). Boston, MA: Pearson Education Search in Google Scholar

[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 Scholar

[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 Scholar

[49] Vivek, S. D. (2009). A scale of consumer engagement (Doctoral dissertation, The University of Alabama TUSCALOOSA) Search in Google Scholar

[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 Scholar

[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 Scholar

[52] United Nations World Tourism Organization (2013) UNWTO Tourism Highlights, UNWTO Search in Google Scholar

[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 Scholar