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

Keywords

consumer engagement, organizational barriers, value-creating network, co-creation, service-dominant logic

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.

Publication Date

6-1-2014

Original Citation

Chathoth, P. Ungson, B. Altinay, L. Chan, E., Harrington, R. & Okumus, F. (2014). Barriers affecting organizational adoption of higher order customer engagement in tourism service interactions, Tourism Management (SSCI journal), 42, 181-192.

Number of Pages

181-192

Document Type

Paper

Language

English

Source Title

Tourism Management

Volume

42

College

Rosen College of Hospitality Management

Location

Rosen College of Hospitality Management

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