Customer engagement in hospitality and tourism services / Kevin Kam Fung So, Xiang (Robert) Li

Amid a new marketing era featuring increasingly dynamic and interactive business environments (Hollebeek et al., 2016; Pansari & Kumar, 2016), the concept of customer engagement (CE) has sparked growing interest among scholars in mainstream marketing as well as in the hospitality and tourism domain. Recent empirical research has shown that CE enhances customers' brand evaluations (So et al., 2016) and future purchase intentions (Hollebeek et al., 2014), and is hence described as the "expanded domain of relationship marketing" (Vivek et al., 2012, p. 129). Given such findings, service organizations-particularly those in the hospitality and tourism industry, such as hotels, airlines, and even destinations-have implemented CE strategies to connect with customers at various stages of consumption, including pre-consumption, during, and post-consumption.

Hotel and Restaurant Management.