1,856
Views
30
CrossRef citations to date
0
Altmetric
Articles

Visitors’ loyalty and price perceptions: the role of customer engagement

&
Pages 575-589 | Received 16 Jul 2018, Accepted 03 Feb 2019, Published online: 15 Feb 2019

References

  • Ajzen, I. (1991). The theory of planned behavior. Organizational Behavior and Human Decision Processes, 50, 179–211.
  • Bagozzi, R. P., & Yi, Y. (1989). On the Use of Structual Equation Models in experimental Designs. Journal of Marketing Research, 26(3), 271–284.
  • Berry, L. L. (1983). Relationship marketing. In L. L. Berry, G. Shostack, & G. Upah (Eds.), Emerging perspectives on services marketing (pp. 25–28). Chicago: American Marketing Assiciation.
  • Bowden, J. L.-H. (2009). The process of customer engagement: A conceptual framework. Journal of Marketing Theory and Practice, 17(1), 63–74.
  • Brodie, R. J., Hollebeek, L., & Conduit, J. (2016). Customer engagement - Contemporary issues and challenges. New York: Routledge.
  • Brodie, R. J., Hollebeek, L., Jurić, B., & Ilić, A. (2011). Customer engagement: Conceptual Domain. Fundamental Propositions, and Implications for Research. Journal of Service Research, 14(3), 252–271.
  • Brodie, R. J., Ilic, A., Juric, B., & Hollebeek, L. (2013). Consumer engagement in a virtual brand community: An exploratory analysis. Journal of Business Research, 66, 105–114.
  • Browning, V., So, K., & Sparks, B. (2013). The influence of online reviews on consumers’ attributions of service quality and control for service standards in hotels. Journal of Travel & Tourism Management, 30(1-2), 23–40.
  • Cialdini, R. B. (2014). Influence: Science and practice (5th ed). Harlow: Pearson.
  • Curran, R., Baxter, I., Collinson, E., Gannon, M., Lochrie, S., Taheri, B., … Yalinay, O. (2018). The traditional marketplace: Serious leisure and recommending authentic travel. The Service Industries Journal, 38(15-16), 1116–1132.
  • Dwyer, F. R., Schurr, P., & Oh, S. (1987). Developing Buyer-Seller relationships. Journal of Marketing, 51, 11–27.
  • Fehrer, J. A., Woratschek, H., Germelmann, C. C., & Brodie, R. J. (2018). Dynamics and drivers of customer engagement: Within the dyad and beyond. Journal of Service Management, 29(3), 443–467.
  • Filieri, R., & McLeay, F. (2013). E-WOM and Accommodation: An analysis of the factors that influence travelers’ adoption of information from online reviews. Journal of Travel Research, 53(1), 44–57.
  • Frank, P., & Brock, C. (2018). Bridging the intention–behavior gap among organic grocery customers: The crucial role of point-of-sale information. Psychology & Marketing, 35(8), 586–602.
  • Garnefeld, I., Helm, S., & Eggert, A. (2011). Walk your talk: An experimental investigation of the relationship between word of mouth and communicators’ loyalty. Journal of Service Research, 14(1), 93–107.
  • Gebauer, J., Füller, J., & Pezzei, R. (2013). The dark and the bright side of co-creation: Triggers of member behavior in online innovation communities. Journal of Business Research, 66, 1516–1527.
  • Gustafsson, A., Johnson, M. D., & Roos, I. (2005). The effects of customer satisfaction, relationship commitment dimensions, and Triggers on customer retention. Journal of Marketing, 69, 210–218.
  • Hair, J. F., Ringle, C., & Sarstedt, M. (2011). PLS-SEM: Indeed a silver bullet. Journal of Marketing Theory and Practice, 19(2), 139–151.
  • Harmeling, C. M., Moffett, J., Arnold, M., & Carlson, B. (2017). Toward a theory of customer engagement marketing. Journal of the Academy of Marketing Science, 45, 312–335.
  • Harrigan, P., Evers, U., Miles, M., & Daly, T. (2017). Customer engagement with tourism social media brands. Tourism Management, 59, 597–609.
  • Henning-Thurau, T., Gwinner, K., & Gremler, D. (2002). Understanding relationship marketing outcomes. Journal of Service Research, 4(3), 230–247.
  • Hollebeek, L. (2011). Exploring customer brand engagement: Definition and themes. Journal of Strategic Marketing, 19(7), 555–573.
  • Hollebeek, L. D., Srivastava, R., & Chen, T. (2019). S-D logic-informed customer engagement: Integrative framework, revised fundamental propositions, and application to CRM. Journal of the Academy of Marketing Science, 47(1), 161–185.
  • Hultman, M., Kazeminia, A., & Ghasemi, V. (2015). Intention to visit and willingness to pay premium for ecotourism: The impact of attitude, materialism, and motivation. Journal of Business Research, 68, 1854–1861.
  • Jaakkola, E., & Alexander, M. (2014). The role of customer engagement behavior in value co-creation: A service system perspective. Journal of Service Research, 17(3), 247–261.
  • Kahneman, D., Ritov, I., & Schkade, D. (1999). Economic preferences or attitude expressions?: An analysis of Dollar responses to public Issues. Journal of Risk and Uncertainty, 19(1-3), 201–235.
  • Kandampully, J., Zhang, T., & Bilgihan, A. (2015). Customer loyalty: A review and future directions with a special focus on the hospitality industry. International Journal of Contemporary Hospitality Management, 27(3), 379–414.
  • Kazeminia, A., Hultman, M., & Mostaghel, R. (2016). Why pay more for sustainable services? The case of ecotourism. Journal of Business Research, 69, 4992–4997.
  • Kotler, P. (2011). Reinventing marketing to manage the environmental imperative. Journal of Marketing, 75(4), 132–135.
  • Krejcie, R. V., & Morgan, D. (1970). Determining sample size for research activities. Educational and Psychological Measurement, 30(3), 607–610.
  • Krishna, A. (1991). Effect of dealing patterns on consumer perceptions of deal frequency and willingness to pay. Journal of Marketing Research, 28(4), 441–451.
  • Kumar, V. (2013). Profitable customer engagement: Concepts, metrics and strategies. India: SAGE Publications.
  • Kumar, V., Aksoy, L., Donkers, B., Venkatesan, R., Wiesel, T., & Tillmanns, S. (2010). Undervalued or Overvalued customers: Capturing total customer engagement value. Journal of Service Research, 13(3), 297–310.
  • Kumar, V., & Pansari, A. (2016). Competitive advantage through engagement. Journal of Marketing Research, 53(4), 497–514.
  • Kumar, V., Pozza, I., & Ganesh, J. (2013). Revisiting the satisfaction-loyalty relationship: Empirical generalizations and directions for future research. Journal of Retailing, 89(3), 246–262.
  • Litvin, S. W., Goldsmith, R., & Pan, B. (2008). Electronic word-of-mouth in hospitality and tourism management. Tourism Management, 29, 458–468.
  • Marbach, J., Lages, C. R., & Nunan, D. (2016). Who are you and what do you value? Investigating the role of personality traits and customer-perceived value in online customer engagement. Journal of Marketing Management, 32(5-6), 502–525.
  • Maxham, J. G. (2001). Service recovery’s influence on consumer satisfaction, positive word-of-mouth, and purchase intentions. Journal of Business Research, 54(1), 11–24.
  • Mmopelwa, G., Kgathi, D., & Molefhe, L. (2007). Tourists’ perceptions and their willingsness to pay for park fees: A case study of self-drive tourists and clients for mobile tour operators in Moremi Game Reserve. Botswana. Tourism Management, 28, 1044–1056.
  • Moore, S. G. (2012). Some things are better left unsaid: How word of mouth influences the storyteller. Journal of Consumer Research, 38(6), 1140–1154.
  • Moorman, C., Zaltman, G., & Deshpande, R. (1992). Relationships between providers and Users of market research: The Dynamics of trust within and between organizations. Journal of Marketing Research, 29, 314–328.
  • Morgan, R. M., & Hunt, S. (1994). The commitment-trust theory of relationship marketing. Journal of Marketing, 58(3), 20–38.
  • MSI, M. S. (2014). Research Priorities 2014-2016. Cambridge: Marketing Science Institute.
  • Palmatier, R. W., Dant, R., Grewal, D., & Evans, K. (2006). Factors influencing the effectiveness of relationship marketing: A meta-analysis. Journal of Marketing, 70(4), 136–153.
  • Palmatier, R. W., & Steinhoff, L. (2019). Relationship marketing in the digital age. New York: Routledge.
  • Pansari, A., & Kumar, V. (2017). Customer engagement: The construct, antecedents, and consequences. Journal of the Academy of Marketing Science, 45, 294–311.
  • Rather, R. A., & Sharma, J. (2017). Customer engagement for evaluating customer relationships in hotel industry. European Journal of Tourism, Hospitality and Recreation, 8(1), 1–13.
  • Reimer, T., & Benkenstein, M. (2016). When good WOM hurts and bad WOM ganis: The effect of untrustworthy online reviews. Journal of Business Research, 69(11), 5993–6001.
  • Reynisdottir, M., Song, H., & Agrusa, J. (2008). Willingness to pay entrance fees to natural attractions: An Icelandic case study. Tourism Management, 29, 1076–1083.
  • Romero, J. (2017). Customer engagement behaviors in hospitality: Customer-based antecedents. Journal of Hospitality Marketing and Management, 26(6), 565–584.
  • Sheth, J. (2017). Revitalizing relationship marketing. Journal of Services Marketing, 31(1), 6–10.
  • Smith, R. E., & Swinyard, W. (1983). Attitude-Behavior consistency: The impact of product trial versus advertising. Journal of Marketing Research, 20(3), 257–267.
  • So, K. K., King, C., & Sparks, B. (2014). Customer engagement with tourism brands: Scale Developement and Validation. Journal of Hospitality & Tourism Research, 38(3), 304–329.
  • So, K. K., King, C., & Sparks, B. (2016a). Extending the tourism experience: The role of customer engagement. In R. J. Brodie, L. D. Hollebeek, & J. Conduit (Eds.), Customer engagement - Contemporary issues and challenges (pp. 236–254). New York: Routledge.
  • So, K. K., King, C., Sparks, B., & Wang, Y. (2016b). The role of customer engagement in building consumer loyalty to tourism brands. Journal of Travel Research, 55(1), 64–78.
  • Sprott, D., Czellar, S., & Spangenberg, E. (2009). The importance of a general meausre of brand engagement on market behavior: Developement and validation of a scale. Journal of Marketing Research, 46(1), 92–104.
  • Steinhoff, L., Witte, C., & Eggert, A. (2018). Mixed effects of company-Initiated customer engagement on customer loyalty: The Contingency role of service Category involvement. Journal of Service Management Research, 2(2), 22–35.
  • Taheri, B., Coelho, F., Sousa, C., & Evanschitzky, H. (2017). Mood regulation, customer particpation, and customer value creation in hospitality services. International Journal of Contemporary Hospitality Management, 29(12), 3063–3081.
  • Taheri, B., Jafari, A., & O'Gorman, K. (2014). Keeping your audience: Presenting a visitor engagement scale. Tourism Management, 42, 321–329.
  • Tonder, E. v., & Petzer, D. (2018). The interrelationships between relationship marketing constructs and customer engagement dimensions. The Service Industries Journal, 38(13/14), 948–973.
  • van Doorn, J., Lemon, K., Mittal, V., Nass, S., Pick, D., Pirner, P., & Verhoef, P. (2010). Customer engagement behavior: Theoretical foundations and research directions. Journal of Service Research, 13(3), 253–266.
  • Vivek, S. D., Beatty, S., Dalela, V., & Morgan, R. (2014). A generalized multidimesional scale for measuring customer engagement. Journal of Marketing Theory and Practice, 22(4), 401–420.
  • Vivek, S. D., Beatty, S., & Morgan, R. (2012). Customer engagement: Exploring customer relationships beyond purchase. Journal of Marketing Theory and Practice, 20(2), 127–145.
  • Wei, W., Miao, L., & Huang, Z. (2013). Customer engagement behaviors and hotel responses. International Journal of Hospitality Management, 33, 316–330.
  • Yoon, Y., & Uysal, M. (2005). An examination of the effects of motivation and satisfaction on destination loyalty: A structural model. Tourism Management, 26, 45–56.
  • Zhang, M., Guo, L., Hu, M., & Liu, W. (2017). Influence of customer engagement with company social networks on stickiness: Mediating effect of customer value creation. International Journal of Information Management, 37(3), 229–240.

Reprints and Corporate Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

To request a reprint or corporate permissions for this article, please click on the relevant link below:

Academic Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

Obtain permissions instantly via Rightslink by clicking on the button below:

If you are unable to obtain permissions via Rightslink, please complete and submit this Permissions form. For more information, please visit our Permissions help page.