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Linda Hollebeek
Visiting professor
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First-Time versus Repeat Tourism Customer Engagement, Experience, and Value Cocreation : An Empirical Investigation
Author
Summary, in English
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.
Publishing year
2022-03
Language
English
Pages
549-564
Publication/Series
Journal of Travel Research
Volume
61
Issue
3
Document type
Journal article
Publisher
SAGE Publications
Topic
- Business Administration
Keywords
- customer engagement
- customer experience
- Service-Dominant logic
- tourism marketing
- value cocreation
Status
Published
ISBN/ISSN/Other
- ISSN: 0047-2875