旅游
客户参与度
价值(数学)
营销
心理学
联想(心理学)
业务
广告
社会心理学
计算机科学
政治学
社会化媒体
万维网
机器学习
法学
心理治疗师
作者
Raouf Ahmad Rather,Linda D. Hollebeek,S. Mostafa Rasoolimanesh
标识
DOI:10.1177/0047287521997572
摘要
Though customer engagement (CE) and customer experience (CX) are recognized as key research priorities, empirically derived insight into their association with tourism customers’ ensuing value cocreation and destination revisit intent remains tenuous, in particular for first-time versus repeat customers. In response to this gap, we develop an S-D logic–informed model that tests the effects of tourism-based CE on CX, cocreation, and revisit intent. Our findings suggest that CE’s dimensions differentially affect CX and cocreation, which subsequently affects revisit intent. Second, we identify CE’s indirect effect on revisit intent, as mediated via CX and cocreation. Thus, the effect of CE on revisit intent is most pronounced under elevated CX and cocreation. Third, involvement is found to moderate the association between CX, cocreation, and revisit intent. Moreover, we identify significant CE, CX, cocreation, and revisit intent–based differences for first-time versus repeat customers. We conclude with important implications arising from our analyses and further research avenues.
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