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
Copyright Status
Unknown
College
Rosen College of Hospitality Management
Location
Rosen College of Hospitality Management
STARS Citation
Chen, Shuping; Han, Xiaoyun; Bilgihan, Anil; and Okumus, Fevzi, "Customer Engagement Research in Hospitality and Tourism: A Systematic Review" (2021). Faculty Scholarship and Creative Works. 1040.
https://stars.library.ucf.edu/ucfscholar/1040