Engagement-Based Loyalty: The Effects of Social Media Engagement on Customer Loyalty in the Travel Industry

References

• Back, K.-J., & Parks, S. C. (2003). A brand loyalty model involving cognitive, affective, and conative brand loyalty and customer satisfaction. Journal of Hospitality & Tourism Research, 27(4), 419–435. doi:10.1177/10963480030274003
   Google Scholar
• Baird, C. H., & Parasnis, G. (2011). From social media to social customer relationship management. Strategy & Leadership, 39(5), 30–37. doi:10.1108/10878571111161507
   Google Scholar
• Ball, D., Coelho, P. S., & Machás, A. (2004). The role of communication and trust in explaining customer loyalty: An extension to the ECSI model. European Journal of Marketing, 38(9/10), 1272–1293. doi:10.1108/03090560410548979
   Google Scholar
• Baloglu, S. (2002). Dimensions of customer loyalty: Separating friends from well wishers. The Cornell Hotel and Restaurant Administration Quarterly, 43(1), 47–59. doi:10.1016/S0010-8804(02)80008-8
   Google Scholar
• Bennett, R., & Rundle-Thiele, S. (2005). The brand loyalty life cycle: Implications for marketers. Brand Management, 12(4), 250–263. doi:10.1057/palgrave.bm.2540221
   Google Scholar
• Bijmolt, T. H. A., Leeflang, P. S. H., Block, F., Eisenbeiss, M., Hardie, B. G. S., Lemmens, A., & Saffert, P. (2010). Analytics for customer engagement. Journal of Service Research, 13(3), 341–356. doi:10.1177/1094670510375603
   Web of Science ®Google Scholar
• Bowden, J. L.-H. (2009). The process of customer engagement: A conceptual framework. The Journal of Marketing Theory and Practice, 17(1), 63–74. doi:10.2753/MTP1069-6679170105
   Google Scholar
• Brodie, R. J., Hollebeek, L., Juric, B., & Ilic, A. (2011). Customer engagement: Conceptual domain, fundamental propositions, and implications for research. Journal of Service Research, 14(3), 252–271. doi:10.1177/1094670511411703
   Web of Science ®Google Scholar
• 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(1), 105–114. doi:10.1016/j.jbusres.2011.07.029
   Web of Science ®Google Scholar
• Calder, B. J., Malthouse, E. C., & Schaedel, U. (2009). An experimental study of the relationship between online engagement and advertising effectiveness. Journal of Interactive Marketing, 23(4), 321–331. doi:10.1016/j.intmar.2009.07.002
   Web of Science ®Google Scholar
• Chiu, H.-C., Hsieh, Y.-C., & Kuo, Y.-C. (2012). How to align your brand stories with your products. Journal of Retailing, 88(2), 262–275. doi:10.1016/j.jretai.2012.02.001
   Web of Science ®Google Scholar
• Day, G. (1969). A two-dimensional concept of brand loyalty. Journal of Advertising Research, 9(3), 29–35.
   Web of Science ®Google Scholar
• de Vries, L., Gensler, S., & Leeflang, P. S. H. (2012). Popularity of brand posts on brand fan pages: An investigation of the effects of social media marketing. Journal of Interactive Marketing, 26(2), 83–91. doi:10.1016/j.intmar.2012.01.003
   Web of Science ®Google Scholar
• Dholakia, U. M., & Durham, E. (2010, March). One café chain’s Facebook experiment. Harvard Business Review. Retrieved from http://hbrg- redesign.s3.amazonaws.com/F1003Ef2.pdf
   Web of Science ®Google Scholar
• Dick, A. S., & Basu, K. (1994). Customer loyalty: Toward an integrated conceptual framework. Journal of the Academy of Marketing Science, 22(2), 99–113. doi:10.1177/0092070394222001
   Google Scholar
• Dijkmans, C., Kerkhof, P., & Beukeboom, C. J. (2015). A stage to engage: Social media use and corporate reputation. Tourism Management, 47, 58–67. doi:10.1016/j.tourman.2014.09.005
   Web of Science ®Google Scholar
• Disma Reizen (n.d.). Retrieved from http://www.disma.nl/over-disma/geschiedenis
   Google Scholar
• Doorn, J., Van, Lemon, K. N., Mittal, V., Nassa, S., Pick, D., Pirner, P., & Verhoef, P. (2010). Customer engagement behavior: Theoretical foundations and research directions. Journal of Service Research, 13(3), 253–266. doi:10.1177/1094670510375599
   Web of Science ®Google Scholar
• eConsultancy. (2011). Customer engagement report 2011. Retrieved from http://econsultancy.com/reports/customer-engagement- report?utm_campaign=reportlikes&utm_medium=socialnetwork&utm_source=facebook
   Google Scholar
• Erdoğmuş, I. E., & Çiçek, M. (2012). The impact of social media marketing on brand loyalty. Procedia - Social and Behavioral Sciences, 58, 1353–1360. doi:10.1016/j.sbspro.2012.09.1119
   Google Scholar
• Evanschitzky, H., & Wunderlich, M. (2006). An examination of moderator effects in the four-stage loyalty model. Journal of Service Research, 8(4), 330–345. doi:10.1177/1094670506286325
   Web of Science ®Google Scholar
• Fournier, S., & Avery, J. (2011). The uninvited brand. Business Horizons, 54(3), 193–207. doi:10.1016/j.bushor.2011.01.001
   Web of Science ®Google Scholar
• Gruen, T. W., Summers, J. O., & Acito, F. (2000). Relationship marketing activities, commitment and membership behaviors in professional associations. Journal of Marketing, 64(3), 34–49. doi:10.1509/jmkg.64.3.34.18030
   Web of Science ®Google Scholar
• Gundlach, G. T., Achrol, R. S., & Mentzer, J. T. (1995). The structure of commitment in exchange. Journal of Marketing, 59(1), 78–92. doi:10.2307/1252016
   Web of Science ®Google Scholar
• Hanna, R., Rohm, A., & Crittenden, V. L. (2011). We’re all connected: The power of the social media ecosystem. Business Horizons, 54(3), 265–273. doi:10.1016/j.bushor.2011.01.007
   Web of Science ®Google Scholar
• Hollebeek, L. D., Glynn, M. S., & Brodie, R. J. (2014). Consumer brand engagement in social media: Conceptualization, scale development and validation. Journal of Interactive Marketing,28, (2), 149–165. doi:10.1016/j.intmar.2013.12.002
   Google Scholar
• Hover, M. (2013). De Efteling als ‘verteller’ van sprookjes [Efteling as ‘narrator’ of fairy tales] (Unpublished doctoral dissertation). Tilburg University, Tilburg, Netherlands.
   Google Scholar
• Hudson, S., & Thal, K. (2013). The impact of social media on the consumer decision process: Implications for tourism marketing. Journal of Travel and Tourism Marketing, 30(1–2), 156–160. doi:10.1080/10548408.2013.751276
   Web of Science ®Google Scholar
• Johnson, M. S., Sivadas, E., & Garbarino, E. (2008). Customer satisfaction, perceived risk and affective commitment: An investigation of directions of influence. Journal of Services Marketing, 22(5), 353–362. doi:10.1108/08876040810889120
   Google Scholar
• Kandampully, J., & Suhartanto, D. (2000). Customer loyalty in the hotel industry: The role of customer satisfaction and image. International Journal of Contemporary Hospitality Management, 12(6), 346–351. doi:10.1108/09596110010342559
   Google Scholar
• Kietzmann, J. H., Hermkens, K., McCarthy, I. P., & Silvestre, B. S. (2011). Social media? Get serious! Understanding the functional building blocks of social media. Business Horizons, 54(3), 241–251. doi:10.1016/j.bushor.2011.01.005
   Web of Science ®Google Scholar
• Laroche, M., Habibi, M. R., & Richard, M.-O. (2013). To be or not to be in social media: How brand loyalty is affected by social media? International Journal of Information Management, 33(1), 76–82. doi:10.1016/j.ijinfomgt.2012.07.003
   Web of Science ®Google Scholar
• Lee, J., Graefe, A. R., & Burns, R. C. (2007). Examining the antecedents of destination loyalty in a forest setting. Leisure Sciences, 29(5), 463–481. doi:10.1080/01490400701544634
   Web of Science ®Google Scholar
• Leung, D., Law, R., Van Hoof, H., & Buhalis, D. (2013). Social media in tourism and hospitality: A literature review. Journal of Travel and Tourism Marketing, 30(1–2), 3–22. doi:10.1080/10548408.2013.750919
   Web of Science ®Google Scholar
• Leung, X. Y., & Bai, B. (2013). How motivation, opportunity, and ability impact travelers’ social media involvement and revisit intention. Journal of Travel and Tourism Marketing, 30(1–2), 58–77. doi:10.1080/10548408.2013.751211
   Web of Science ®Google Scholar
• Mangold, W. G., & Faulds, D. J. (2009). Social media: The new hybrid element of the promotion mix. Business Horizons, 52(4), 357–365. doi:10.1016/j.bushor.2009.03.002
   Web of Science ®Google Scholar
• Men, L. R., & Tsai, W.-H. S. (2013). Beyond liking or following: Understanding public engagement on social networking sites in China. Public Relations Review, 39(1), 13–22. doi:10.1016/j.pubrev.2012.09.013
   Web of Science ®Google Scholar
• Morais, D. B., Dorsch, M. J., & Backman, S. J. (2004). Can tourism providers buy their customers’ loyalty? Examining the influence of customer-provider investments on loyalty. Journal of Travel Research, 42(3), 235–243. doi:10.1177/0047287503258832
   Google Scholar
• Morais, D. B., Kerstetter, D. L., & Yarnal, C. M. (2006). The Love triangle: Loyal relationships among providers, customers and their friends. Journal of Travel Research, 44(4), 379–386. doi:10.1177/0047287505282955
   Google Scholar
• Morgan, R. M., & Hunt, S. D. (1994). The commitment-trust theory of relationship marketing. Journal of Marketing, 58(3), 20–38. doi:10.2307/1252308
   Web of Science ®Google Scholar
• Muntinga, D. G., Moorman, M., & Smit, E. G. (2011). Introducing COBRAs: Exploring motivations for brand-related social media use. International Journal of Advertising, 30(1), 13–46. doi:10.2501/IJA-30-1-013-046
   Web of Science ®Google Scholar
• Oliver, R. (1999). Whence consumer loyalty? Journal of Marketing, 63, 33–44. doi:10.2307/1252099
   Web of Science ®Google Scholar
• Pagani, M., Hofacker, C. F., & Goldsmith, R. E. (2011). The influence of personality on active and passive use of social networking sites. Psychology & Marketing, 28(5), 441–456. doi:10.1002/mar.20395
   Web of Science ®Google Scholar
• Park, S. (1996). Relationships between involvement and attitudinal loyalty constructs in adult fitness programs. Journal of Leisure Research, 28(4), 233–250.
   Web of Science ®Google Scholar
• Patterson, P., Yu, T., & De Ruyter, K. (2006). Understanding customer engagement in services. Presented at the ANZMAC 2006, Brisbane, Australia.
   Google Scholar
• Pritchard, M. P., Havitz, M. E., & Howard, D. R. (1999). Analyzing the commitment-loyalty link in service contexts. Journal of the Academy of Marketing Science, 27(3), 333–348. doi:10.1177/0092070399273004
   Web of Science ®Google Scholar
• Roberts, K. (2005). Lovemarks — the future beyond brands. Retrieved from http://qcseminars.com/wp-content/themes/SuperQC/images/LoveMarks.pdf
   Google Scholar
• Romero, D. M., Galuba, W., Asur, S., & Huberman, B. A. (2011). Influence and passivity in social media. Machine Learning and Knowledge Discovery in Databases, 6913, 18–33. doi:10.1007/978-3-642-23808-6_2
   Google Scholar
• Russell-Bennett, R., McColl-Kennedy, J. R., & Coote, L. V. (2007). Involvement, satisfaction, and brand loyalty in a small business services setting. Journal of Business Research, 60(12), 1253–1260. doi:10.1016/j.jbusres.2007.05.001
   Web of Science ®Google Scholar
• Sashi, C. M. (2012). Customer engagement, buyer-seller relationships, and social media. Management Decision, 50(2), 253–272. doi:10.1108/00251741211203551
   Web of Science ®Google Scholar
• Senders, A., Govers, R., & Neuts, B. (2013). Social media affecting tour operator’s customer loyalty. Journal of Travel & Tourism Marketing, 30(1–2), 41–57. doi:10.1080/10548408.2013.750993
   Web of Science ®Google Scholar
• Shu, M., & Scott, N. (2014). Influence of social media on Chinese students’ choice of an overseas study destination: An information adoption model perspective. Journal of Travel & Tourism Marketing, 31(2), 286–302. doi:10.1080/10548408.2014.873318
   Web of Science ®Google Scholar
• Stephen, A. T., & Galak, J. (2012). The effects of traditional and social earned media on sales: A study of a microlending marketplace. Journal of Marketing Research, 49(5), 624–639. doi:10.1509/jmr.09.0401
   Web of Science ®Google Scholar
• Tideswell, C., & Fredline, E. (2004). Developing and rewarding loyalty to hotels: The guest’s perspective. Journal of Hospitality & Tourism Research, 28(2), 186–208. doi:10.1177/1096348003261219
   Google Scholar
• Verhoef, P. C., Reinartz, W. J., & Krafft, M. (2010). Customer engagement as a new perspective in customer management. Journal of Service Research, 13(3), 247–252. doi:10.1177/1094670510375461
   Web of Science ®Google Scholar
• Vivek, S. D., Beatty, S. E., & Morgan, R. M. (2012). Customer engagement: Exploring customer relationships beyond purchase. The Journal of Marketing Theory and Practice, 20(2), 122–146. doi:10.2753/MTP1069-6679200201
   Google Scholar
• Walsh, P., Clavio, G., Lovell, M. D., & Blaszka, M. (2013). Differences in event brand personality between social media users and non-users. Sport Marketing Quarterly, 22(4), 214–223.
   Google Scholar
• Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(2), 31–46. doi:10.2307/1251929
   Web of Science ®Google Scholar
• Zeithaml, V. A., & Bitner, M. (2003). Services marketing. New York, NY: The Mc Graw- Hill companies.
   Google Scholar
• Zeng, B., & Gerritsen, R. (2014). What do we know about social media in tourism? A review. Tourism Management Perspectives, 10, 27–36. doi:10.1016/j.tmp.2014.01.001
   Google Scholar
• Zheng, X., Cheung, C. M. K., Lee, M. K. O., & Liang, L. (2015). Building brand loyalty through user engagement in online brand communities in social networking sites. Information Technology & People, 28(1), 90–106. doi:10.1108/ITP-08-2013-0144
   Web of Science ®Google Scholar