Customer engagement (CE) is a marketing concept of great importance and the rise of
social media has further amplified the importance of this concept. Yet, our understanding of …

Purpose This study aims to provide an assessment of the existing literature on the role of
social media advertising in hospitality, tourism and travel (HTT) as well as an agenda for …

More than 4 billion unique users are now using different social media platforms. This
provides firms with a new avenue to connect and converse with their targeted customers in a …

Purpose The purpose of this study is to examine how customers' perceptions of brands'
social media interactivity impact customer engagement behaviors (CEBs)(eg customer …

Based on a systematic literature (SLR) and content analysis, this article offers a critical
review of customer engagement (CE) research in English and Chinese hospitality and …

Purpose The purpose of this study is to operationalise and measure the effects of negative
customer engagement (CE) in conjunction with positive CE. Both valences are explored …

Purpose This study aims to serve as an important resource for customer engagement (CE)
researchers by presenting a comprehensive, up-to-date and objective assessment of the …

Purpose Social customer relationship management (SCRM) is an evolving strategy gaining
prominence in the hotel industry by cultivating new, improved relationships through …

Purpose Many tourism-related industries, such as hotels, use social media as a marketing
tool for promotion and distribution. This paper aims to use a model that explores the impact …

Customer engagement (CE) is an emerging perspective that provides a holistic view of the
ways in which customers' interactive experiences with organizations create value for both …