顾客融入行为对旅游移动平台忠诚度的影响研究——以携程App为例

doi:10.13959/j.issn.1003-2398.2019.05.016

Abstract
Figure/Table
References (0)
Related Citation (15)

Download: PDF (1586 KB) HTML (1 KB)
Export: BibTeX | EndNote (RIS)

Abstract Recently, the academic and business circles have been discussing the consequences of customer engagement. The tourism and hospitality industries have also begun to enhance customer-brand (enterprise) relationships and build a loyal relationship by managing and using customer engagement behaviors, but empirical surveys of customer engagement behaviors are still relatively scarce. Platform is not only the place, channel and medium for customer engagement, but also the object of customer engagement. However, the empirical research on customer engagement is mostly carried out in the context of social media or virtual communities, and lacks empirical research in the context of tourism mobile platforms. Therefore, the article uses the hierarchical regression method to study the relationship between customer engagement behavior and platform loyalty in the context of tourism mobile platform, and explores the impact process of customer engagement behavior on platform loyalty, and moderately compensates customer engagement research in tourism field. The research results show that customer engagement behavior is a multi-dimensional second-order construct, including three dimensions of consumer engagement behavior, contribution engagement behavior and social engagement behavior; customer engagement behavior can enhance customer satisfaction and platform loyalty, indicating platform loyalty can be enhanced through customer engagement behaviors of non-trading behavior.

Key words： customer engagement behavior platform loyalty satisfaction tourism mobile platform

Received: 13 November 2018

PACS:

K901.2

	Service

	E-mail this article
	Add to my bookshelf
	Add to citation manager
	E-mail Alert
	RSS
	Articles by authors
	WU Wen-xiu
	ZHANG Hong-mei
	CHEN Wei
	ZHANG Ye-chen

Cite this article:

WU Wen-xiu,ZHANG Hong-mei,CHEN Wei等. RESEARCH ON THE INFLUENCE OF CUSTOMER ENGAGEMENT BEHAVIOR ON TOURISM MOBILE PLATFORM LOYALTY: A CASE STUDY OF CTRIP APP[J]. HUMAN GEOGRAPHY, 2019, 34(5): 126-134.

URL:

http://rwdl.xisu.edu.cn/EN/10.13959/j.issn.1003-2398.2019.05.016 OR http://rwdl.xisu.edu.cn/EN/Y2019/V34/I5/126

[1]	Cova B, Dalli D. Working consumers:The next step in marketing theory?[J]. Marketing Theory, 2009,9(3):315-339.
[2]	Van Doorn J, Lemon K N, Mittal V, et al. Customer engagement behavior:Theoretical foundations and research directions[J]. Journal of Service Research, 2010,13(3):253-266.
[3]	Hollebeek L. Exploring customer brand engagement:Definition and themes[J]. Journal of Strategic Marketing, 2011,19(7):555-573.
[4]	So K K F, King C, Sparks B A, et al. The role of customer engagement in building consumer loyalty to tourism brands[J]. Journal of Travel Research, 2016,55(1):64-78.
[5]	Verhoef P C, Reinartz W J, Krafft M. Customer engagement as a new perspective in customer management[J]. Journal of Service Research, 2010,13(3):247-252.
[6]	Breidbach C, Brodie R, Hollebeek L. Beyond virtuality:From engagement platforms to engagement ecosystems[J]. Managing Service Quality, 2014,24(6):592-611.
[7]	Yoo M, Bai B. Customer loyalty marketing research:A comparative approach between hospitality and business journals[J]. International Journal of Hospitality Management, 2013,33:166-177.
[8]	Hollebeek L D. Demystifying customer brand engagement:Exploring the loyalty nexus[J]. Journal of Marketing Management, 2011,27(7/8):785-807.
[9]	Harrigan P, Evers U, Miles M, et al. Customer engagement with tourism social media brands[J]. Tourism Management, 2017,59:597-609.
[10]	Sashi C M. Customer engagement, buyer-seller relationships, and social media[J]. Management Decision, 2012,50(2):253-272.
[11]	Dessart L, Veloutsou C, Morgan-Thomas A. Consumer engagement in online brand communities:A social media perspective[J]. Journal of Product & Brand Management, 2015,24(1):28-42.
[12]	Hollebeek L D, Glynn M S, Brodie R J. Consumer brand engagement in social media:Conceptualization, scale development and validation[J]. Journal of Interactive Marketing, 2014,28(2):149-165.
[13]	Brodie R J, Hollebeek L D, Juri? B, et al. Customer engagement:Conceptual domain, fundamental propositions, and implications for research[J]. Journal of Service Research, 2011,14(3):252-271.
[14]	Kumar V, Aksoy L, Donkers B, et al. Undervalued or overvalued customers:Capturing total customer engagement value[J]. Journal of Service Research, 2010,13(3):297-310.
[15]	Islam J U, Rahman Z. The transpiring journey of customer engagement research in marketing:A systematic review of the past decade[J]. Management Decision, 2016,54(8):2008-2034.
[16]	Cheung C M K, Lee M K O, Jin X L. Customer engagement in an online social platform:A conceptual model and scale development[C]. Shanghai:The 32nd International Conference on Information Systems, 2011:1-8.
[17]	Wirtz J, Den Ambtman A, Bloemer J, et al. Managing brands and customer engagement in online brand communities[J]. Journal of Service Management, 2013,24(3):223-244.
[18]	Baldus B J, Voorhees C, Calantone R. Online brand community engagement:Scale development and validation[J]. Journal of Business Research, 2015,68(5):978-985.
[19]	Bowden J L H. The process of customer engagement:A conceptual framework[J]. Journal of Marketing Theory and Practice, 2009,17(1):63-74.
[20]	MSI-Marketing Science Institute. 2010-2012 Research Priorities[EB/OL].(2010-09-08)[2018-11-13]. http://www.msi.org/research/index.cfm?id1/4271.
[21]	Bijmolt T H A, Leeflang P S H, Block F, et al. Analytics for customer engagement[J]. Journal of Service Research, 2010,13(3):341-356.
[22]	Bitter S, Grabner-Kräuter S, Breitenecker R J. Customer engagement behaviour in online social networks-the Facebook perspective[J]. International Journal of Networking and Virtual Organisations, 2014,14(1/2):197-220.
[23]	Bitter S, Grabner-Kräuter S. Consequences of customer engagement behavior:When negative Facebook posts have positive effects[J]. Electronic Markets, 2016,26(3):219-231.
[24]	Kim E, Drumwright M. Engaging consumers and building relationships in social media:How social relatedness influences intrinsic vs. extrinsic consumer motivation[J]. Computers in Human Behavior, 2016,63:970-979.
[25]	吴文秀,张宏梅.人口统计和行为特征对旅游移动平台顾客融入的影响[J].旅游导刊,2018,2(1):37-55.[Wu Wenxiu, Zhang Hongmei. The impact of demographic and behavioral characteristics on customer engagement in tourism mobile platforms[J]. Tourism and Hospitality Prospects, 2018,2(1):37-55.]
[26]	Libai B, Bolton R, Bügel M S, et al. Customer-to-customer interactions:Broadening the scope of word of mouth research[J]. Journal of Service Research, 2010,13(3):267-282.
[27]	Ramaswamy V. Co-creating value through customers' experiences:The Nike case[J]. Strategy & Leadership, 2008,36(5):9-14.
[28]	Jaakkola E, Alexander M. The role of customer engagement behavior in value co-creation a service system perspective[J]. Journal of Service Research, 2014,17(3):247-261.
[29]	Sussan F. Consumer interaction as intellectual capital[J]. Journal of Intellectual Capital, 2012,13(1):81-105.
[30]	Anderson, Rolph E, Srini S, et al. E-satisfaction and e-loyalty:A contingency framework[J]. Psychology & Marketing, 2003,20(2):123-138.
[31]	France C, Merrilees B, Miller D. An integrated model of customerbrand engagement:Drivers and consequences[J]. Journal of Brand Management, 2016,23(2):119-136.
[32]	Vivek S D, Beatty S E, Morgan R M. Customer engagement:Exploring customer relationships beyond purchase[J]. Journal of Marketing Theory and Practice, 2012,20(2):122-146.
[33]	So K K F, King C, Sparks B. Customer engagement with tourism brands:Scale development and validation[J]. Journal of Hospitality & Tourism Research, 2014,38(3):304-329.
[34]	Hollebeek L D, Brodie R J. Wine service marketing, value co-creation and involvement:Research issues[J]. International Journal of Wine Business Research, 2009,21(4):339-353.
[35]	Patterson P, Yu T, De Ruyter K. Understanding customer engagement in services[C]. Aliy, van Dessel M. Advancing Theory, Maintaining Relevance. Brisbane:Proceedings of ANZMAC 2006 Conference, 2006:4-6.
[36]	张红娜.旅游虚拟社区顾客契合的前置因素以及对顾客忠诚的影响研究[D].郑州:郑州大学,2018.[Zhang Hongna. Study on the Former Factors of Customer Engagement in Tourism Virtual Community and Its Influence on Customer Loyalty[D]. Zhenzhou:Zhengzhou University, 2018.]
[37]	韩小芸,余策政.顾客契合:个人心理影响因素及对顾客忠诚感的影响[J].营销科学学报,2013,9(2):99-110.[Han Xiaoyun, Yu Cezheng. Customer engagement:Psychological antecedents and its effect on customer loyalty[J]. Journal of Marketing Scicence, 2013,9(2):99-110.]
[38]	Parasuraman A. Reflections on gaining competitive advantage through customer value[J]. Journal of the Academy of Marketing Science, 1997,25(2):154.
[39]	Gummerus J, Liljander V, Weman E, et al. Customer engagement in a Facebook brand community[J]. Management Research Review, 2012,35(9):857-877.
[40]	Ramseook-Munhurrun P, Seebaluck V N, Naidoo P. Examining the structural relationships of destination image, perceived value, tourist satisfaction and loyalty:Case of Mauritius[J]. Procedia-Social and Behavioral Sciences, 2015,175:252-259.
[41]	Eid R. Integrating Muslim customer perceived value, satisfaction, loyalty and retention in the tourism industry:An empirical study[J]. International Journal of Tourism Research, 2015,17(3):249-260.
[42]	McDougall G H G, Levesque T. Customer satisfaction with services:Putting perceived value into the equation[J]. Journal of Services Marketing, 2000,14(5):392-410.
[43]	Cronin Jr J J, Brady M K, Hult G T M. Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments[J]. Journal of Retailing, 2000,76(2):193-218.
[44]	张承伟,郭一蓉,何奇兵.第三方电子商务平台忠诚实证研究——基于改进的期望确认模型[J]. 信息系统学报,2017(1):1-12.[Zhang Chengwei, Guo Yirong, He Qibing. The empirical research of the third party e-commerce platform's loyalty based on the expectation confirmation theroy[J]. China Journal of Information Systems, 2017(2):1-12.]
[45]	Kurtcu F. An analyze of high school web interface designs in terms of graphic design[J]. Procedia-Social and Behavioral Sciences, 2012,46:5661-5665.
[46]	Lin H F. The impact of website quality dimensions on customer satisfaction in the B2C e-commerce context[J]. Total Quality Management and Business Excellence, 2007,18(4):363-378.
[47]	Ranaweera C, Prabhu J. The influence of satisfaction, trust and switching barriers on customer retention in a continuous purchasing setting[J]. International Journal of Service Industry Management, 2003,14(4):374-395.
[48]	Back K J, Parks S C. A brand loyalty model involving cognitive, affective, and conative brand loyalty and customer satisfaction[J]. Journal of Hospitality & Tourism Research, 2003,27(4):419-435.
[49]	张宏梅,刘少湃,于鹏,等.消费者创新性和使用动机对移动旅游服务融入意向的影响[J].旅游学刊,2015,30(8):13-25.[Zhang Hongmei, Liu Shaopai, Yu Peng, et al. Impact of consumer innovativeness and user motivation on engagement intention in mobile tourism services[J]. Tourism Tribune, 2015,30(8):13-25.]
[50]	Fornell C, Larcker D F. Evaluating structural equation models with unobservable variables and measurement error[J]. Journal of Marketing Research, 1981,18(1):39-50.
[51]	Rich B L, Lepine J A, Crawford E R. Job engagement:Antecedents and effects on job performance[J]. Academy of Management Journal, 2010,53(3):617-635.
[52]	So K K F, King C, Sparks B A, et al. The role of customer engagement in building consumer loyalty to tourism brands[J]. Journal of Travel Research, 2016,55(1):64-78.
[53]	张辉,陈晔.品牌契合对品牌关系质量和重购意向的影响[J].旅游学刊,2017,32(4):43-53.[Zhang Hui, Chen Ye. The Influence of brand engagement on brand relationship quality and repurchase intention[J]. Tourism Tribune, 2017,32(4):43-53.]
[54]	Islam J U, Rahman Z, Hollebeek L D. Consumer engagement in online brand communities:A solicitation of congruity theory[J]. Internet Research, 2018,28(1):23-45.