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Glimpse Of Customer Engagament In Hospitality And Tourism: A Qualitative Content Analysis


  • Punit Moris Ekka

    (Indian Institute of Management)


The work synthesizes the extant literature of secondary research-work and the systematic reviews, by using qualitative content analysis. This research aims to provide an insightful knowledge on contemporary topic of customer engagement through the methodology of an umbrella review, in the context of hospitality and tourism. Current study provides a holistic macro-level understanding of the extant literature of customer engagement in hospitality and tourism. The contemporary literature under investigation were published during consecutive years of recent times by journals of high repute. This work encompasses the antecedents and consequences of customer engagement in hospitality and tourism domain. The two popular online databases namely, Scopus and Web of Science were used for data collection. By applying keywords search, a total of 32 and 927 articles respectively, were collected for the time-period of January 2019 to June 2022. This paper tries to offer insights regarding customer engagement through the content analysis within the hospitality and tourism context along with providing future directions for further research.

Suggested Citation

  • Punit Moris Ekka, 2022. "Glimpse Of Customer Engagament In Hospitality And Tourism: A Qualitative Content Analysis," Romanian Economic Business Review, Romanian-American University, vol. 17(3), pages 40-49, September.
  • Handle: RePEc:rau:journl:v:17:y:2022:i:3:p:40-49

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    References listed on IDEAS

    1. Bryce, Derek & Curran, Ross & O'Gorman, Kevin & Taheri, Babak, 2015. "Visitors' engagement and authenticity: Japanese heritage consumption," Tourism Management, Elsevier, vol. 46(C), pages 571-581.
    2. Babak Taheri & Sameer Hosany & Levent Altinay, 2019. "Consumer engagement in the tourism industry: new trends and implications for research," The Service Industries Journal, Taylor & Francis Journals, vol. 39(7-8), pages 463-468, June.
    3. Anita Pansari & V. Kumar, 2017. "Customer engagement: the construct, antecedents, and consequences," Journal of the Academy of Marketing Science, Springer, vol. 45(3), pages 294-311, May.
    4. Ram, Y. & Björk, P. & Weidenfeld, A., 2016. "Authenticity and place attachment of major visitor attractions," Tourism Management, Elsevier, vol. 52(C), pages 110-122.
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