Customer Engagement Research in Hospitality and Tourism: A Systematic Review

Keywords

content analysis; Customer engagement; hospitality and tourism; nvivo; slr

Abstract

Based on a systematic literature (SLR) and content analysis, this article offers a critical review of customer engagement (CE) research in English and Chinese hospitality and tourism management literature. This article discusses CE research by identifying temporal scope, country of origin distributions, theoretical perspectives and conceptualizations. Research streams of CE are also discussed from the perspective of context, mode and process, antecedents and consequences. The current study suggests that CE is an important research topic in the hospitality and tourism field. There has been a shift from "customer" to "tourist" and "visitor". CE in hospitality and tourism has been explored both in the context of offline and online. This study provides specific theoretical implications and suggestions for future research.

Publication Date

10-1-2021

Original Citation

Chen, S., Han, X., Bilgihan, A., & Okumus, F. (2021). Customer engagement research in hospitality and tourism: a systematic review. Journal of Hospitality Marketing & Management, 30(7), 871–904. https://doi.org/10.1080/19368623.2021.1903644

Document Type

Paper

Language

English

Source Title

Journal of Hospitality Marketing and Management

Volume

30

Issue

7

College

Rosen College of Hospitality Management

Location

Rosen College of Hospitality Management

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