Handbook of customer engagement in tourism marketing

edited by Raouf Ahmad Rather, Haywantee Ramkissoon

"Providing an overview of current research and empirical applications, this Handbook serves as an authoritative and comprehensive guide to customer engagement in the tourism industry. Addressing important challenges, contributions from a global range of scholars explore an array of strategic and tactical issues including understanding and managing customer engagement as well as the metrics for capturing, measuring and implementing engagement methods. Covering the significance of customer engagement in broader tourism marketing practices, this book highlights the current emerging issues in the field and applications across different contexts and sectors. With practical applications of concepts through case studies pre-, during and post-COVID-19 pandemic, it develops a rich narrative around customer engagement in evolving technological environments. Chapters further forecast potential developments in the field in the wake of current issues and challenges. This will be a crucial read for students and scholars of business management, economics and geography, particularly those focusing on marketing and tourism and hospitality management. The practical guidance offered will also make this helpful for policy makers, planners, marketers and managers in the tourism industry"--

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Year of publication:	[2023]
Other Persons:	Rather, Raouf Ahmad (ed.) ; Ramkissoon, Haywantee (ed.)
Publisher:	Cheltenham, UK : Edward Elgar Publishing
Subject:	Tourismusmarketing \| Tourism marketing \| Beziehungsmarketing \| Relationship marketing
Description of contents:	Table of Contents [gbv.de]

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Extent:	xxix, 351 Seiten Illustrationen 25 cm
Series:	Research handbooks in tourism
Type of publication:	Book / Working Paper
Type of publication (narrower categories):	Aufsatzsammlung
Language:	English
Notes:	Includes bibliographical references and index Preface -- Introduction to the handbook of customer engagement in tourism marketing -- 1. Customer engagement in tourism and hospitality research / Raouf Ahmad Rather, Haywantee Ramkissoon, Linda D. Hollebeek, and Sandra Maria Correia Loureiro -- 2. Positive and negative customer engagement in the tourism industry: Should these constructs be studied separately? / Jenely Dayana Villamediana-Pedrosa, Natalia Vila-López, Inés Küster-Boluda, and Diana Kolbe -- 3. Negative customer engagement behavior in online social networks: Understanding the nuance / Matthew Alexander and Jaylan Azer -- 4. Customer engagement conceptualization and conceptual links / Shuyue Huang -- 5. Measuring the value of customer engagement metrics / Adele D. Berndt and Daniel J. Petzer -- 6. Promotion of urban tourism: An analysis of customer engagement on instagram in two Spanish cities / Juan Tugores-Ques, María Bonilla-Quijada and Joan Ripoll-i-Alcon -- 7. Connecting the dots between customer-perceived value of travel vlogs and generation z travel intention: The mediating role of online customer engagement / Yangyang Jiang, Xiya Zhang, M. S. Balaji and Tenghao Wang -- 8. The influence of customer engagement on destination loyalty from a destination marketing organisation perspective / Catarina Calisto de Freitas, Ricardo Godinho Bilro, and Susana Henriques Marques -- 9. Tourists' affective, cognitive, and behavioral engagement through destination brand reputation / Raouf Ahmad Rather and Farhat Amin -- 10. Customer engagement and employee engagement, two sides of a coin: Intellectual structures using bibliometric analysis / Mohsin Abdur Rehman, Zuhair Abbas, Raouf Ahmad Rather, Maroof Khalil, and Shoaib Muhammad -- 11. Customer engagement and trust: The moderating role of age and gender / Imran Khan and Mobin Fatma -- 12. The impact of virtual reality on customer engagement in tourism marketing: Do age, gender and buyer readiness matter? / Kim Willems and Malaika Brengman -- 13. Customer engagement in evolving technological environments / Carlos Flavián and Sergio Barta -- 14. Consumer engagement in tourism-based images on social networking sites and behavioral intention to visit a destination / Khalil Hussain, Amir Zaib Abbasi, Muddasar Ghani Khwaja, and Ting Ding Hooi -- 15. Cross-cultural co-creation of a tourist site: The emic and etic makings / Young-Sook Lee, Line Mathisen and Siri Ulfsdatter Søreng -- 16. Customer experience and revisit intention: Implications of redesigning hospitality services through technological innovations and servicescape reorganisation / Erisher Woyo -- 17. Eliciting tourists' commitment through tourist engagement: Evidence from the tourism destination industry / Raouf Ahmad Rather and Farhat Amin -- 18. Impact of covid-19 on tourism customer engagement: A cross-destination comparison / Jesús Cambra-Fierro, María Fuentes-Blasco, Lily (Xuehui) Gao, María Eugenia López-Pérez and Iguácel Melero-Polo -- 19. Customer engagement in the tourism industry at the time of covid-19: An exploratory study / Francesca Cabiddu, Ludovica Moi, and Gianluca Pusceddu -- 20. From communication to customer engagement: Insights from a tourist destination before and during covid-19 / Jesús Cambra-Fierro, María Fuentes-Blasco, Lily (Xuehui) Gao and Iguácel Melero-Polo -- 21. Post-covid-19-based customer engagement creation and contributions in tourism and hospitality social media: An integrative framework and future research directions / Raouf Ahmad Rather, Khalid Mehmood, Tareq Rasul, Lisa Cain, and Huda Khan -- 22. Conclusion: Revisiting customer engagement and scope for future research / Raouf Ahmad Rather -- Index.
ISBN:	978-1-80220-393-6 ; 1-80220-393-1 ; 978-1-80220-394-3 ; 1-80220-394-X
Other identifiers:	10.4337/9781802203943 [DOI]
Source:	ECONIS - Online Catalogue of the ZBW

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