Customer engagement research in hospitality and tourism: a systematic review

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.

本文在系统文献和内容分析的基础上，对中英文酒店和旅游管理文献中的顾客参与研究进行了评述. 本文通过确定时间范围、原产国分布、理论观点和概念来讨论客户参与研究. 从情境、模式与过程、前因与后果等角度探讨了顾客参与的研究流. 目前的研究表明，顾客参与是酒店和旅游领域的一个重要研究课题. 从“顾客”到“旅游者”和“访客”已经发生了转变. 酒店和旅游业中的顾客参与在线下和线上都得到了探索. 本研究为未来的研究提供了具体的理论启示和建议.

KEYWORDS:

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

Additional information

Funding

This work was supported by the National Natural Science Foundation of China [71972188]; Natural Science Foundation of Guangdong Province [2018A030313862].