Barriers affecting organisational adoption of higher order customer engagement in tourism service interactions

    Authors

    P. K. Chathoth; G. R. Ungson; L. Altinay; E. S. W. Chan; R. Harrington;F. Okumus

    Comments

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    Abbreviated Journal Title

    Tourism Manage.

    Keywords

    Consumer engagement; Organisational barriers; Value-creating network; Co-creation; Service-dominant logic; CO-CREATION; DOMINANT LOGIC; PRODUCT INNOVATION; MANAGEMENT; DIRECTIONS; INDUSTRY; IMPACT; FOCUS; SATISFACTION; INFORMATION; Environmental Studies; Hospitality, Leisure, Sport & Tourism; Management

    Abstract

    In this study, consumer engagement was examined from a service-dominant logic perspective in tourism service interactions. Extensive field interviews and focus groups in the context of three upscale hotels in Hong Kong identified numerous barriers towards successfully engaging consumers, extending from consumer, technological, and strategic cases to organisational cases. In all, a firm's overall strategy, organisational structure and culture are the most important barriers determining whether consumer engagement as depicted in the literature can be successfully deployed within hotel organisations. Implications call for a more intensive study of engaging consumers from an organisational context with a reassessment of progressive stages that include leadership interventions and the incorporation of consumer feedback at all stages of the firm's value-creating network. (C) 2013 Elsevier Ltd. All rights reserved.

    Journal Title

    Tourism Management

    Volume

    42

    Publication Date

    1-1-2014

    Document Type

    Article

    Language

    English

    First Page

    181

    Last Page

    193

    WOS Identifier

    WOS:000333000100019

    ISSN

    0261-5177

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