Customer Engagement and its Outcomes: The Cross-Level Effect of Service Environment and Brand Equity
Article
Article Title | Customer Engagement and its Outcomes: The Cross-Level Effect of Service Environment and Brand Equity |
---|---|
ERA Journal ID | 19671 |
Article Category | Article |
Authors | Ou, Juanjuan (Author), Wong, IpKin Anthony (Author), Prentice, Catherine (Author) and Liu, Matthew Tingchi (Author) |
Journal Title | Journal of Hospitality and Tourism Research |
Journal Citation | 44 (2), pp. 377-402 |
Number of Pages | 26 |
Year | 2020 |
Place of Publication | United States |
ISSN | 1096-3480 |
1557-7554 | |
Digital Object Identifier (DOI) | https://doi.org/10.1177/1096348019897360 |
Web Address (URL) | https://journals.sagepub.com/doi/full/10.1177/1096348019897360 |
Abstract | This research seeks to address a void in the literature by exploring both individual and organizational attributes that associate with customer engagement. At the individual level, it builds a chain of relationship leading from customer engagement to attitudinal and behavioral loyalties through impulsive behaviors; and at the organizational level, it purports a cross-level influence from the service environment and brand equity on this relationship chain. Drawing on two independent surveys, results reveal that the service environment emanates direct and moderating effects on customer engagement, while brand equity exerts moderating effects only on certain loyalty attributes. The proposed model thus offers new insights into how research could synthesize both individual and organizational factors, thus enabling better understanding of the role of customer engagement. |
Keywords | brand equity; casino; customer engagement; impulsive behavior; loyalty; service environment |
ANZSRC Field of Research 2020 | 350799. Strategy, management and organisational behaviour not elsewhere classified |
350699. Marketing not elsewhere classified | |
Public Notes | Files associated with this item cannot be displayed due to copyright restrictions. |
Byline Affiliations | Guangdong University of Foreign Studies, China |
Sun Yat-sen University, China | |
Griffith University | |
University of Macau, China | |
Institution of Origin | University of Southern Queensland |
https://research.usq.edu.au/item/q783v/customer-engagement-and-its-outcomes-the-cross-level-effect-of-service-environment-and-brand-equity
71
total views2
total downloads0
views this month0
downloads this month