Category Archives: consumer brand identification

May 14, 2020 · 10:20 am

Call for Chapters: Consumer Engagement in Tourism and Hospitality (pre, during and post covid-19)

This academic book will be published by Goodfellow Publishers (Oxford, UK)

consumer interactive engagement in tourism and hospitality

Editors
Prof. Dr. Mark Anthony Camilleri
University of Malta, Malta.
Email: mark.a.camilleri@um.edu.mt

Dr. Rather Raouf
University of Jammu, India.

Prof. Dr. Dimitrios Buhalis
Bournemouth University, UK.

Important Dates
Abstract submission: 31st July 2020
Full chapters due: 31st January 2021
Final submission date: 15th March 2021

Introduction
The customer engagement concept has received lots of attention in different academic disciplines including: organisational behaviour (and employee engagement), psychology (and task engagement), sociology (and civic engagement) as well as in marketing (and branding) (Brodie, Hollebeek, Jurić, & Ilić, 2011; Chu & Kim, 2011; Taheri, Jafari, & O’Gorman, 2014; Buhalis & Foerste, 2015). In a similar vein, the tourism industry practitioners are also recognising the importance of customer engagement as they are increasingly delivering enjoyable, transformative activities that improve the customers’ experiences (Walls, Okumus, Wang, & Kwun, 2011; So, King & Sparks, 2014; Ali, Ryu & Hussain, 2016; Harrigan, Evers, Miles & Daly, 2017; Camilleri, 2019a, 2019b). The latest trends comprise the adaptation of new technologies, interactive service delivery and offerings, and service personalisation (e.g. Hollebeek, Shrivastava, & Chen, 2019; Rather & Camilleri, 2019; Rather, Hollebeek, Islam, 2019; Hollebeek & Rather, 2019).

In tourism research, there are different drivers, antecedents, and/or determinants of customer engagement (So et al., 2014). These may comprise: the customers’ perceptions of authenticity, prior knowledge, mood regulation, brand sincerity, cultural capital, perceived intimacy, and desire for social interaction, among others (Taheri et al., 2014; Ram, Björk & Weidenfeld, 2016; Camilleri, 2018; Liang, Choi & Joppe, 2018; Rather et al., 2019; Fan, Buhalis & Lin, 2019). Existing research has also indicated that there are positive consequences if tourism service providers or destination management organisations engage with their customers, including; loyalty, satisfaction, self-brand connection, co-creation, commitment, positive word-of-mouth and online reviews, as well as purchase intentions (Litvin, Goldsmith & Pan, 2008; Bilgihan, Okumus & Cobanoglu, 2013; Harrigan et al., 2017; Rasoolimanesh, Noor, Schuberth & Jaafar, 2019; Buhalis & Sinarta, 2019; Buhalis, Andreu & Gnoth, 2020). In recent years, there has been a growing focus on the topics of customer engagement and customer experience, as academics started to investigate how customer interact with the businesses through different marketing channels and touch-points (Walls et al., 2011; Lemon & Verhoef, 2016). These stimuli can have an effect on the customers’ purchase decision (Fang, Ye, Kucukusta & Law, 2016). Similarly, the tourism practitioners are using the digital media and mobile technologies to engage with customers to improve their experience (Sigala, Christou & Gretzel, 2012; Camilleri, 2018; Buhalis, 2020). For example, tourism service providers are increasingly using high-fidelity, interactive channels (e.g. virtual reality, social media, online and mobile booking systems) in an attempt to enhance their customers’ experience (Sigala et al., 2012).

However, despite the concepts of customer engagement and customer experience have received significant attention from the industry practitioners, there are gaps in academic knowledge, as there are still limited theoretical and empirical studies that have explored these topics in the tourism context, including; tourist destinations, airlines, cruises, tour operators, travel agencies, accommodation service providers, like hotels, Airbnb operators, timeshare, etc. Moreover, there are even fewer contributions that have explored the effect of the 2019-2020 corona virus pandemic (COVID19) on these sectors. The closure of the international borders as well as the latest travel ban and lock down conditions have inevitably led to grounded air planes, docked cruise ships, idle tour buses, shuttered tourism businesses and tourist attractions. This dramatic situation has resulted in a sudden downward spiral in international tourism arrivals and receipts. In this light, this timely publication will feature high impact research on consumer engagement within the tourism and hospitality: pre, during and post COVID-19.

Detailed Synopsis
This prospective title shall offer a thorough understanding about why there is scope for the tourism service providers and destination management organisations to successfully create, manage, and market tourism experiences. It will also provide theoretical and practical evidence of how, where and when they can seize the opportunities and address the challenges for effective consumer engagement in the tourism arena. Therefore, this book will include conceptual and empirical chapters covering the themes of Tourism Customer Engagement: Dimensions, Theories, and Frameworks; Tourism Customer Engagement: Key Antecedents and Consequences; Tourism Customer Experience: Theories, Structure and Frameworks; Customer Engagement in Evolving Technological Environments; Open innovation Technologies, Co-creation Experiences and Customer Engagement Approaches; and Emerging Issues. It is very likely that the tourism and hospitality businesses will be operating in the context of a “new normal” in a post COVID19 era. The editors are committed to enrich the existing body of academic literature on “Customer
Engagement and Experience in Tourism: pre, during and post COVID-19” by consolidating the marketing topics in the form of a comprehensive volume. Hence, this book will be accepting contributions that are related to the following themes:

• Customer Engagement in Tourism: Dimensionality, Theories and Frameworks
• Tourism engagement conceptualisations
• Dynamic framework of consumer engagement
• Dimensionality (cognitive, emotional, behavioural, and social dimensions) of consumer engagement)
• Typology of consumer engagement
• Employee engagement (emotional, cognitive and behavioural)
• Customer Engagement: Key Antecedents and Consequence
• Key antecedents and/or drivers of consumer engagement
• Customer engagement behaviours in tourism, travel and hospitality
• Key consequences of consumer engagement in tourism
• Tourist engagement and its impact on their satisfaction and behaviours
• Tourism Customer Experience: Theories and Conceptual Frameworks
• Conceptualisations of tourism experience
• Evolution of tourism experience research
• Dynamic framework of the tourist experience
• Key drivers of tourism experience
• Key consequences of tourism experience
• Cognitive, emotional, sensory, social and spiritual dimensions of customer experiences
• Role and measurement of emotions in tourism experiences
• Typology of tourism experience
• The essence of memorable experience
• Service employees and customer experience
• Tourism experiences in the light of global trends
• Issues and opportunities in customer journey mapping in tourism & hospitality experiences
• Open Innovation Technologies, Co-creation Experiences and Customer Engagement
• The role of technology in engagement and service experience
• Virtual reality, augmented reality in tourism engagement and experience
• Games and gamification in tourism, travel and hospitality
• Social media, online brand communities, and mobile applications in tourism engagement and experience
• Co-construction of the tourist engagement and experience in social networking sites
• Role of themes and stories about tourist engagement and experiences
• Role of customer touch points in smart tourism destinations and experiences.
• Open innovation and co-creation approaches
• Co-creation of tourism experience
• Key drivers of co-creation
• Key consequences of co-creation
• Co-creation through service dominant logic (SDL)
• Role of tourists and visitors in service experience for innovation
• Service innovation and value co-creation processes
Emerging Issues
• The socio-economic effects of COVID-19 on tourism and/or hospitality services
• Diversification of tourism and/or hospitality services during/after COVID-19
• The use of digital media during/after COVID-19
• The consumer engagement in a post COVID-19 era

Aims and Objectives
This academic book differentiates itself as it covers consumer engagement and experience in the realms of tourism, Moreover, it will include both theory and practical cases from around the globe.
• This academic book aims to explore and critically investigate the current debates, questions and controversies in the rapidly growing disciplines of Consumer Engagement and Experience in Tourism.
• It brings together leading specialists, including experienced academic researchers from various disciplinary backgrounds and geographical regions, to offer state-of-the-art theoretical reflection and empirical research on contemporary issues and debates in these timely topics.
• It also encourages constructive dialogue among academia across marketing-related fields of study.
• It will be international in its focus, as it transcends national boundaries.

Target Audience
• The book shall be a comprehensive reference point and source for academics who are interested on contemporary concepts, ideas and debates relating to consumer engagement and experience in tourism.
• The target audience of the book will be composed of experienced academic researchers, Ph.D. candidates, post-graduate researchers and advanced under-graduates in the field of consumer engagement, consumer experience and relationship marketing in various disciplines including tourism, hospitality, leisure, festivals and events.
• Furthermore, the book will offer good insights to prospective tourism industry practitioners including managers, executives and other employees who are willing to broaden their knowledge to better engage with consumers.

Submission Details
Academics and researchers are invited to submit a 300-word abstract before the 31st July 2020. Submissions should be sent to Mark.A.Camilleri@um.edu.mt. Authors will be notified about the editorial decision in August 2020. The accepted chapters should be submitted before the 31st January 2021. Their length should be around 7,000 words (excluding references, figures and tables). The manuscripts have to be typed double spaced in Times New Roman, font size 12, in an A4 paper. The contributions should feature the text, in the following sequence: title, abstract, keywords, introduction, literature review, methods, data analysis or interpretation of the findings, conclusions and implications, recommendations for future research, acknowledgements, references and a figure/table captions list in the same Word document. The references should be presented in APA style (Version 6). All submitted chapters will be
critically reviewed on a double-blind review basis. All authors will be requested to serve as reviewers for this book. They will receive a notification of acceptance, rejection or suggested modifications –before the 15th March 2021.

References
Ali, F., Ryu, K., & Hussain, K. (2016). Influence of experiences on memories, satisfaction and behavioral intentions: A study of creative tourism. Journal of Travel & Tourism Marketing, 33(1), 85-100.

Bilgihan, A., Okumus, F., & Cobanoglu, C. (2013). Generation Y travelers’ commitment to online social network websites. Tourism Management, 35, 13-22.

Brodie, R. J., Hollebeek, L. D., Jurić, B., & Ilić, A. (2011). Customer engagement: Conceptual domain, fundamental propositions, and implications for research. Journal of Service Research, 14(3), 252-271.

Buhalis, D. & Foerste, M. (2015). SoCoMo marketing for travel and tourism: Empowering co-creation of value. Journal of Destination Marketing & Management, 4(3), 151-161. https://doi.org/10.1016/j.jdmm.2015.04.001

Buhalis, D. & Sinarta, Y. (2019). Real-time co-creation and nowness service: lessons from tourism and hospitality. Journal of Travel & Tourism Marketing, 36(5), 563-582. https://doi.org/10.1080/10548408.2019.1592059

Fan, D., Buhalis, D. & Lin, B. (2019). A tourist typology of online and face-to-face social contact: Destination immersion and tourism encapsulation/decapsulation, Annals of Tourism Research, 78, https://doi.org/10.1016/j.annals.2019.102757

Buhalis, D. (2020), Technology in tourism-from information communication technologies to eTourism and smart tourism towards ambient intelligence tourism: a perspective article, Tourism Review 75(1), 267-272.

Buhalis D, Andreu L. & Gnoth J. (2020). The dark side of the sharing economy: Balancing value co‐creation and value co‐destruction. Psychology and Marketing. Vol. 37(5), pp.689–704..https://doi.org/10.1002/mar.21344 or https://www.academia.edu/42133651

Camilleri, M.A. (2018). Travel marketing, tourism economics and the airline product. Cham: Springer.

Camilleri, M.A. (Ed.) (2019a). Tourism planning and destination marketing. Bingley: Emerald Publishing.

Camilleri, M. A. (Ed.). (2019b). The Branding of Tourist Destinations: Theoretical and Empirical Insights. Bingley: Emerald Publishing.

Chu, S. C., & Kim, Y. (2011). Determinants of consumer engagement in electronic word-of-mouth (eWOM) in social networking sites. International journal of Advertising, 30(1), 47-75.

Fang, B., Ye, Q., Kucukusta, D., & Law, R. (2016). Analysis of the perceived value of online tourism reviews: Influence of readability and reviewer characteristics. Tourism Management, 52, 498-506.

Harrigan, P., Evers, U., Miles, M., & Daly, T. (2017). Customer engagement with tourism social media brands. Tourism Management, 59, 597-609.

Hollebeek, L. D., Srivastava, R. K., & Chen, T. (2019). SD logic–informed customer engagement: integrative framework, revised fundamental propositions, and application to CRM. Journal of the Academy of Marketing Science, 47(1), 161-185.

Lemon, K. N., & Verhoef, P. C. (2016). Understanding customer experience throughout the customer journey. Journal of Marketing, 80(6), 69-96.

Litvin, S. W., Goldsmith, R. E., & Pan, B. (2008). Electronic word-of-mouth in hospitality and tourism management. Tourism Management, 29(3), 458-468.

Rasoolimanesh, S. M., Md Noor, S., Schuberth, F., & Jaafar, M. (2019). Investigating the effects of tourist engagement on satisfaction and loyalty. The Service Industries Journal, 39(7-8), 559- 574.

Ram, Y., Björk, P., & Weidenfeld, A. (2016). Authenticity and place attachment of major visitor attractions. Tourism Management, 52, 110-122.

Rather, R. A., & Camilleri, M. A. (2019a). The effects of service quality and consumer-brand value congruity on hospitality brand loyalty. Anatolia, 30(4), 547-559.

Rather, R. A., & Hollebeek, L. D. (2019). Exploring and validating social identification and social exchange-based drivers of hospitality customer loyalty. International Journal of Contemporary Hospitality Management. 31(3), 1432-1451.

Rather, R. A., Hollebeek, L. D., & Islam, J. U. (2019). Tourism-based customer engagement: the construct, antecedents, and consequences. The Service Industries Journal, 39(7-8), 519-540.

Sigala, M., Christou, E., & Gretzel, U. (Eds.). (2012). Social media in travel, tourism and hospitality: Theory, practice and cases. Farnham, UK: Ashgate Publishing.

So, K. K. F., King, C., & Sparks, B. (2014). Customer engagement with tourism brands: Scale development and validation. Journal of Hospitality & Tourism Research, 38(3), 304-329.

Taheri, B., Jafari, A., & O’Gorman, K. (2014). Keeping your audience: Presenting a visitor engagement scale. Tourism Management, 42, 321-329.

Walls, A. R., Okumus, F., Wang, Y. R., & Kwun, D. J. W. (2011). An epistemological view of consumer experiences. International Journal of Hospitality Management, 30(1), 10-21.

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February 27, 2019 · 6:27 pm

The Customers’ Brand Identification with Luxury Hotels: A Social Identity Perspective

This is an excerpt from one of my latest papers.

How to Cite: Rather, R.A. & Camilleri, M.A. (2019). The Customers’ Brand Identification with Luxury Hotels: A Social Identity Perspective. In Harrison, T. & Brennan, M. (Eds.) 2019 AMS World Marketing Congress. University of Edinburgh, Scotland (July 2019). Academy of Marketing Science (Download Now).

 

Relevant theoretical underpinnings on the social identity theory (SIT) suggests that the consumers’ self-expressions are somewhat associated with their relationships with firms and brands (Rather & Hollebeek, 2019; Fujita, Harrigan & Soutar, 2018; Elbedweihy, Jayawardhena, Elsharnouby & Elsharnouby, 2016; So, King & Sparkes, 2014; So, King, Sparks & Wang, 2013; Bhattacharya & Sen, 2003). For this reason, this paper relied on the SIT perspective to explore the consumer-brand relationships (Elbedweihy et al., 2016; Lam, Ahearne, Mullins, Hayati, & Schillewaert, 2013; Ahearne, Bhattacharya & Gruen 2005).

The individual consumers form part of a social group who regularly experience the delivery of services (Fujita et al., 2018; Huang, Cheng, & Chen, 2017; Elbedweihet al., 2016; So et al., 2013; Kuenzel & Halliday, 2008; Bhattacharya & Sen, 2003). Hence, the service brands can be considered as the facilitators of the consumers’ social identity and expression as individuals can identify with brands if they perceive that they match their self-concept (Stokburger-Sauer, Ratneshwar, & Sen, 2012; Homburg, Wieseke & Hoyer, 2009). In a similar vein, the customer-brand identification (CBI) concept describes the relationships between the brands and their customers, as it explicates how the brands relate to the individuals’ self-concept (Martinez & Rodriguez del Bosque, 2013). Many brands are increasingly looking after their existing customers by satisfying their various needs, wants and desires (Chaudhuri & Holbrook, 2001; Martinez & Rodriguez del Bosque, 2014). They do so to retain their existing customers. The loyal customers are usually willing to pay more, spend more and recommend more than new prospects (Martinez & Rodriguez del Bosque, 2014; Harris & Goode, 2004).

The subject of brand loyalty has been explored extensively in the marketing literature. Past studies have often focused on the antecedents of loyalty, including;  customer satisfaction (Popp & Woratschek, 2017), trust (Martinez & Rodriguez del Bosque, 2014; So et al., 2013), perceived service quality (So et al., 2013), commitment (Narteh, Agbemabiese, Kodua, & Braimah, 2013; Su, Swanson, Chinchanachokchai, Hsu, & Chen, 2016), customer engagement (Rather, Hollebeek & Islam, 2019; So et al., 2014), as well as perceived value (So et al., 2013), among other constructs. Notwithstanding, CBI has been investigated in different research contexts, and has often yielded contradictory results. For instance, Su et al. (2016) indicated that brand identification was not significant in predicting customer loyalty. While other studies suggested that the relationship between customer retention, word-of-mouth and loyalty were positive and significant (Kuenzel & Halliday, 2008); other research reported that there is a correlation between CBI and customer loyalty (Rather & Hollebeek, 2019; Martinez & Rodriguez del Bosque, 2013; 2014). However, the literature did not devote sufficient attention to discover the antecedents of CBI, albeit a few exceptions (Su et al., 2016; So et al., 2013; Keh & Xie, 2009).

 

Research Question

Previous theoretical underpinnings and empirical studies have contributed to advancing our knowledge on brand loyalty and customer-brand relationships (Ahearne et al., 2005; Bhattacharya & Sen, 2003; Fujita et al., 2018; He, Li, & Harris, 2012; So et al., 2013). However, there is still a gap in the extent literature that explores CBI by using the social identity perspective (Ahearne, et al., 2005; Choo, Park, & Petrick, 2011; Elbedweihy et al., 2016; He et al., 2012; Martinez and Rodriguez del Bosque, 2014; Popp & Woratschek, 2017; So et al., 2013; Su et al., 2016). Hence, this paper addresses this lacuna in academic literature. The aim of this study is to provide further empirical evidence on the CBI construct (Keh & Xie, 2009; Su et al., 2016). To the best of our knowledge, few studies have combined the social identity theory with social exchange factors to explain the determinants of hotel brand loyalty. Many researchers maintain that by incorporating the social identity (Rindfleisch, Burroughs, & Wong, 2009; Homburg et al., 2009; Tajfel & Turner, 1986) and the service dynamics (Harris & Goode, 2004; Martinez & Rodriguez del Bosque, 2014) they would better understand the psychological processes that are linked to brand loyalty. Prior empirical studies in the hospitality context did not incorporate certain aspects of brand loyalty, including the mediating effects of commitment, satisfaction and trust. Hence, this research differentiates itself from other contributions; by building on the foundations of previous research on the social identity perspective of customer-brand loyalty. However, it considers the direct and indirect effects of social exchange variables from the marketing science literature, to explore the causal path from CBI to brand loyalty. In sum, this study addresses the following research questions: (i) How is CBI related to customer satisfaction? (ii) How is CBI related to trust? (iii) Is CBI different from customer commitment? (iv) Are CBI, customer satisfaction and commitment influencing brand loyalty?

 

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Bowden, J. L. H. (2009). The process of customer engagement: A conceptual framework. Journal of marketing theory and practice, 17(1), 63-74.

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Camilleri, M. A. (2017). Understanding customer needs and wants. In Camilleri, M.A. (Ed.) Travel marketing, tourism economics and the airline product (pp. 29-50). Cham, Switzerland: Springer Nature.

Camilleri, M.A. (2018). The Marketing Environment of Tourist Destinations. In Camilleri, M.A. (Ed.) The Branding of Tourist Destinations: Theoretical and Empirical Insights. Bingley, UK: Emerald Publishing Limited.

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He, H., Li, Y., & Harris, L. (2012). Social identity perspective on brand loyalty. Journal of Business Research, 65, 648-657.

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Huang, M. H., Cheng, Z. H., & Chen, I. C. (2017). The importance of CSR in forming customer-company identification and long-term loyalty. Journal of Services Marketing, 31(1), 63-72.

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