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Barriers affecting organisational adoption of higher order customer engagement in tourism service interactions

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Listed:
  • Chathoth, Prakash K.
  • Ungson, Gerardo R.
  • Altinay, Levent
  • Chan, Eric S.W.
  • Harrington, Robert
  • Okumus, Fevzi

Abstract

In this study, consumer engagement was examined from a service-dominant logic perspective in tourism service interactions. Extensive field interviews and focus groups in the context of three upscale hotels in Hong Kong identified numerous barriers towards successfully engaging consumers, extending from consumer, technological, and strategic cases to organisational cases. In all, a firm's overall strategy, organisational structure and culture are the most important barriers determining whether consumer engagement as depicted in the literature can be successfully deployed within hotel organisations. Implications call for a more intensive study of engaging consumers from an organisational context with a reassessment of progressive stages that include leadership interventions and the incorporation of consumer feedback at all stages of the firm's value-creating network.

Suggested Citation

  • Chathoth, Prakash K. & Ungson, Gerardo R. & Altinay, Levent & Chan, Eric S.W. & Harrington, Robert & Okumus, Fevzi, 2014. "Barriers affecting organisational adoption of higher order customer engagement in tourism service interactions," Tourism Management, Elsevier, vol. 42(C), pages 181-193.
    • Handle: RePEc:eee:touman:v:42:y:2014:i:c:p:181-193
    DOI: 10.1016/j.tourman.2013.12.002
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    References listed on IDEAS

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    Cited by:

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    2. Fang, Shujie & Zhang, Chun & Li, Yaoqi, 2020. "Physical attractiveness of service employees and customer engagement in tourism industry," Annals of Tourism Research, Elsevier, vol. 80(C).
    3. Angeloni, Silvia, 2016. "A tourist kit ‘made in Italy’: An ‘intelligent’ system for implementing new generation destination cards," Tourism Management, Elsevier, vol. 52(C), pages 187-209.
    4. Deszczyński Bartosz, 2017. "Word-Of-Mouth in Social Media. The Case of Polish Tourist Industry," International Journal of Management and Economics, Warsaw School of Economics, Collegium of World Economy, vol. 53(4), pages 93-114, December.
    5. Altinay, Levent & Sigala, Marianna & Waligo, Victoria, 2016. "Social value creation through tourism enterprise," Tourism Management, Elsevier, vol. 54(C), pages 404-417.
    6. Buonincontri, P. & Morvillo, A. & Okumus, F. & van Niekerk, M., 2017. "Managing the experience co-creation process in tourism destinations: Empirical findings from Naples," Tourism Management, Elsevier, vol. 62(C), pages 264-277.
    7. Jiang, Jingxian & Ellis, Gary D. & Ettekal, Andrea V. & Nelson, Chad, 2022. "Situational engagement experiences: Measurement options and theory testing," Journal of Business Research, Elsevier, vol. 150(C), pages 223-236.
    8. Itani, Omar S. & El Haddad, Rania & Kalra, Ashish, 2020. "Exploring the role of extrovert-introvert customers’ personality prototype as a driver of customer engagement: Does relationship duration matter?," Journal of Retailing and Consumer Services, Elsevier, vol. 53(C).
    9. M. Sadiq Sohail, 2023. "Understanding consumer engagement in online brand communities: An application of self-expansion theory," Journal of Marketing Analytics, Palgrave Macmillan, vol. 11(1), pages 69-81, March.

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