메뉴 건너뛰기




Volumn 38, Issue 3, 2014, Pages 304-329

Customer Engagement With Tourism Brands: Scale Development and Validation

Author keywords

airlines; brand loyalty; brands; customer engagement; hotels; scale development

Indexed keywords


EID: 84907195184     PISSN: 10963480     EISSN: 15577554     Source Type: Journal    
DOI: 10.1177/1096348012451456     Document Type: Article
Times cited : (501)

References (79)
  • 1
    • 22544454760 scopus 로고    scopus 로고
    • The social influence of brand community: Evidence from European car clubs
    • Algesheimer R.,Dholakia U. M.,Herrmann A.The social influence of brand community: Evidence from European car clubs.Journal of Marketing. 2005;69 (3): 19-34
    • (2005) Journal of Marketing , vol.69 , Issue.3 , pp. 19-34
    • Algesheimer, R.1    Dholakia, U.M.2    Herrmann, A.3
  • 4
    • 84858855959 scopus 로고    scopus 로고
    • Australian Bureau of Statistics
    • Australian Bureau of Statistics. (2010). Australian national accounts: Tourism satellite account, 2009-10. Retrieved from http://www.abs.gov.au/AUSSTATS/abs@.nsf/Latestproducts/5249.0Main%20Features99992009-10?opendocument&tabname=Summary&prodno=5249.0&issue=2009-10&num=&view=
    • (2010) Australian national accounts: Tourism satellite account, 2009-10
  • 5
    • 36549043750 scopus 로고    scopus 로고
    • The effects of image congruence on customers’ brand loyalty in the upper middle-class hotel industry
    • Back K. J.The effects of image congruence on customers’ brand loyalty in the upper middle-class hotel industry.Journal of Hospitality & Tourism Research. 2005;29:448-467
    • (2005) Journal of Hospitality & Tourism Research , vol.29 , pp. 448-467
    • Back, K.J.1
  • 6
    • 10144222437 scopus 로고    scopus 로고
    • A brand loyalty model involving cognitive, affective, and conative brand loyalty and customer satisfaction
    • Back K. J.,Parks S. C.A brand loyalty model involving cognitive, affective, and conative brand loyalty and customer satisfaction.Journal of Hospitality & Tourism Research. 2003;27:419-435
    • (2003) Journal of Hospitality & Tourism Research , vol.27 , pp. 419-435
    • Back, K.J.1    Parks, S.C.2
  • 7
    • 33644995871 scopus 로고    scopus 로고
    • Antecedents and purchase consequences of customer participation in small group brand communities
    • Bagozzi R. P.,Dholakia U. M.Antecedents and purchase consequences of customer participation in small group brand communities.International Journal of Research in Marketing. 2006;23:45-61
    • (2006) International Journal of Research in Marketing , vol.23 , pp. 45-61
    • Bagozzi, R.P.1    Dholakia, U.M.2
  • 8
    • 52149088511 scopus 로고    scopus 로고
    • Work engagement: An emerging concept in occupational health psychology
    • Bakker A. B.,Schaufeli W. B.,Leiter M. P.,Taris T. W.Work engagement: An emerging concept in occupational health psychology.Work & Stress. 2008;22:187-200
    • (2008) Work & Stress , vol.22 , pp. 187-200
    • Bakker, A.B.1    Schaufeli, W.B.2    Leiter, M.P.3    Taris, T.W.4
  • 9
    • 78649315843 scopus 로고    scopus 로고
    • How strong is the business-to-business brand in the workforce? An empirically-tested model of internal brand equityin a business-to-business setting
    • Baumgarth C.,Schmidt M.How strong is the business-to-business brand in the workforce? An empirically-tested model of internal brand equityin a business-to-business setting.Industrial Marketing Management. 2010;39:1250-1260
    • (2010) Industrial Marketing Management , vol.39 , pp. 1250-1260
    • Baumgarth, C.1    Schmidt, M.2
  • 10
    • 84986045048 scopus 로고
    • Understanding the bond of identification: An investigation of its correlates among art museum members
    • Bhattacharya C. B.,Rao H.,Glynn M. A.Understanding the bond of identification: An investigation of its correlates among art museum members.Journal of Marketing. 1995;59 (4): 46-57
    • (1995) Journal of Marketing , vol.59 , Issue.4 , pp. 46-57
    • Bhattacharya, C.B.1    Rao, H.2    Glynn, M.A.3
  • 11
    • 0037397355 scopus 로고    scopus 로고
    • Consumer-company identification: A framework for understanding consumers’ relationships with companies
    • Bhattacharya C. B.,Sen S.Consumer-company identification: A framework for understanding consumers’ relationships with companies.Journal of Marketing. 2003;67 (2): 76-88
    • (2003) Journal of Marketing , vol.67 , Issue.2 , pp. 76-88
    • Bhattacharya, C.B.1    Sen, S.2
  • 12
    • 0002148549 scopus 로고
    • It’s customer loyalty, stupid”: Nurturing and measuring what really matters
    • Bhote K. R.“It’s customer loyalty, stupid”: Nurturing and measuring what really matters.National Productivity Review. 1995;14 (3): 39-59
    • (1995) National Productivity Review , vol.14 , Issue.3 , pp. 39-59
    • Bhote, K.R.1
  • 14
    • 0041426996 scopus 로고
    • Product enthusiasm: Many questions, a few answers
    • Bloch P. H.Product enthusiasm: Many questions, a few answers.Advances in Consumer Research. 1986;13:534-544
    • (1986) Advances in Consumer Research , vol.13 , pp. 534-544
    • Bloch, P.H.1
  • 15
  • 16
    • 67649529335 scopus 로고    scopus 로고
    • The process of customer engagement: A conceptual framework
    • Bowden J. L. H.The process of customer engagement: A conceptual framework.Journal of Marketing Theory and Practice. 2009;17:63-74
    • (2009) Journal of Marketing Theory and Practice , vol.17 , pp. 63-74
    • Bowden, J.L.H.1
  • 17
    • 80055028206 scopus 로고    scopus 로고
    • Customer engagement: Conceptual domain, fundamental propositions, and implications for research
    • Brodie R. J.,Hollebeek L. D.,Juric B.,Ilic A.Customer engagement: Conceptual domain, fundamental propositions, and implications for research.Journal of Service Research. 2011;14:252-271
    • (2011) Journal of Service Research , vol.14 , pp. 252-271
    • Brodie, R.J.1    Hollebeek, L.D.2    Juric, B.3    Ilic, A.4
  • 19
  • 20
    • 0000272896 scopus 로고
    • The role of involvement in attention and comprehension processes
    • Celsi R. L.,Olson J. C.The role of involvement in attention and comprehension processes.Journal of Consumer Research. 1988;15:210-224
    • (1988) Journal of Consumer Research , vol.15 , pp. 210-224
    • Celsi, R.L.1    Olson, J.C.2
  • 21
    • 18144377688 scopus 로고    scopus 로고
    • Measuring residents’ attitude toward sustainable tourism: Development of sustainable tourism attitude scale
    • Choi H. S. C.,Sirakaya E.Measuring residents’ attitude toward sustainable tourism: Development of sustainable tourism attitude scale.Journal of Travel Research. 2005;43:380-394
    • (2005) Journal of Travel Research , vol.43 , pp. 380-394
    • Choi, H.S.C.1    Sirakaya, E.2
  • 22
    • 0001878819 scopus 로고
    • A paradigm for developing better measures of marketing constructs
    • Churchill G. A.A paradigm for developing better measures of marketing constructs.Journal of Marketing Research. 1979;16:64-73
    • (1979) Journal of Marketing Research , vol.16 , pp. 64-73
    • Churchill, G.A.1
  • 23
    • 80053590923 scopus 로고    scopus 로고
    • Synthesizing the effects of service quality, value, and customer satisfaction on behavioral intentions in the motel industry: An empirical analysis
    • Clemes M. D.,Gan C.,Ren M.Synthesizing the effects of service quality, value, and customer satisfaction on behavioral intentions in the motel industry: An empirical analysis.Journal of Hospitality & Tourism Research. 2010;35:530-568
    • (2010) Journal of Hospitality & Tourism Research , vol.35 , pp. 530-568
    • Clemes, M.D.1    Gan, C.2    Ren, M.3
  • 24
    • 0001858973 scopus 로고    scopus 로고
    • Mansfield Y.Pizam A., ed. Binghamton, NY: Haworth Press
    • Crotts J. C.Consumer behavior in travel and tourism. Mansfield Y.Pizam A., ed. Binghamton, NY: Haworth Press; 1999:149-168.
    • (1999) Consumer behavior in travel and tourism , pp. 149-168
    • Crotts, J.C.1
  • 28
    • 0000009769 scopus 로고
    • Evaluating structural equation models with unobservable variables and measurement error
    • Fornell C.,Larcker D. F.Evaluating structural equation models with unobservable variables and measurement error.Journal of Marketing Research. 1981;18:39-50
    • (1981) Journal of Marketing Research , vol.18 , pp. 39-50
    • Fornell, C.1    Larcker, D.F.2
  • 29
    • 1342287107 scopus 로고    scopus 로고
    • The psychological continuum model: A conceptual framework for understanding an individual’s psychological connection to sport
    • Funk D. C.,James J.The psychological continuum model: A conceptual framework for understanding an individual’s psychological connection to sport.Sport Management Review. 2001;4:119-150
    • (2001) Sport Management Review , vol.4 , pp. 119-150
    • Funk, D.C.1    James, J.2
  • 31
    • 0003610254 scopus 로고    scopus 로고
    • (2006). Multivariate data analysis (6th ed.). Upper Saddle River, NJ: Pearson/Prentice Hall.Upper Saddle River, NJ: ; :, Pearson/Prentice Hall
    • Hair J. F.,Black W. C.,Babin B. J.,Anderson R. E.,Tatham R. L.Multivariate data analysis. (2006). Multivariate data analysis (6th ed.). Upper Saddle River, NJ: Pearson/Prentice Hall.Upper Saddle River, NJ: Pearson/Prentice Hall; 2006:
    • (2006) Multivariate data analysis
    • Hair, J.F.1    Black, W.C.2    Babin, B.J.3    Anderson, R.E.4    Tatham, R.L.5
  • 32
    • 52149119822 scopus 로고    scopus 로고
    • The job demands-resources model: A three-year cross-lagged study of burnout, depression, commitment, and work engagement
    • Hakanen J. J.,Schaufeli W. B.,Ahola K.The job demands-resources model: A three-year cross-lagged study of burnout, depression, commitment, and work engagement.Work & Stress. 2008;22:224-241
    • (2008) Work & Stress , vol.22 , pp. 224-241
    • Hakanen, J.J.1    Schaufeli, W.B.2    Ahola, K.3
  • 33
    • 0036339914 scopus 로고    scopus 로고
    • Business-unit-level relationship between employee satisfaction, employee engagement, and business outcomes: A meta-analysis
    • Harter J. K.,Schmidt F. L.,Hayes T. L.Business-unit-level relationship between employee satisfaction, employee engagement, and business outcomes: A meta-analysis.Journal of Applied Psychology. 2002;87:268-279
    • (2002) Journal of Applied Psychology , vol.87 , pp. 268-279
    • Harter, J.K.1    Schmidt, F.L.2    Hayes, T.L.3
  • 35
    • 79960871038 scopus 로고    scopus 로고
    • Demystifying customer brand engagement: Exploring the loyalty nexus
    • Hollebeek L. D.Demystifying customer brand engagement: Exploring the loyalty nexus.Journal of Marketing Management. 2011;27 (7/8): 1-23
    • (2011) Journal of Marketing Management , vol.27 , Issue.7-8 , pp. 1-23
    • Hollebeek, L.D.1
  • 37
    • 0000678266 scopus 로고
    • A framework for comparing customer satisfaction across individuals and product categories
    • Johnson M. D.,Fornell C.A framework for comparing customer satisfaction across individuals and product categories.Journal of Economic Psychology. 1991;12:267-286
    • (1991) Journal of Economic Psychology , vol.12 , pp. 267-286
    • Johnson, M.D.1    Fornell, C.2
  • 38
    • 84975491692 scopus 로고
    • Psychological conditions of personal engagement and disengagement at work
    • Kahn W. A.Psychological conditions of personal engagement and disengagement at work.Academy of Management Journal. 1990;33:692-724
    • (1990) Academy of Management Journal , vol.33 , pp. 692-724
    • Kahn, W.A.1
  • 39
    • 84973779159 scopus 로고
    • To be fully there: Psychological presence at work
    • Kahn W. A.To be fully there: Psychological presence at work.Human Relations. 1992;45:321-349
    • (1992) Human Relations , vol.45 , pp. 321-349
    • Kahn, W.A.1
  • 40
    • 84870793595 scopus 로고    scopus 로고
    • Development of a scale to measure memorable tourism experiences
    • Kim J. H.,Ritchie J.,McCormick B.Development of a scale to measure memorable tourism experiences.Journal of Travel Research. 2010;49 (4): 1-14
    • (2010) Journal of Travel Research , vol.49 , Issue.4 , pp. 1-14
    • Kim, J.H.1    Ritchie, J.2    McCormick, B.3
  • 41
    • 67349262205 scopus 로고    scopus 로고
    • Multidimensional customer-based brand equity and its consequences in midpriced hotels
    • Kim W. G.,Jin-Sun B.,Kim H. J.Multidimensional customer-based brand equity and its consequences in midpriced hotels.Journal of Hospitality & Tourism Research. 2008;32:235-254
    • (2008) Journal of Hospitality & Tourism Research , vol.32 , pp. 235-254
    • Kim, W.G.1    Jin-Sun, B.2    Kim, H.J.3
  • 42
    • 77952718883 scopus 로고    scopus 로고
    • One size doesn’t fit all: Tourism and hospitality employees’ response to internal brand management
    • King C.One size doesn’t fit all: Tourism and hospitality employees’ response to internal brand management.International Journal of Contemporary Hospitality Management. 2010;22:517-534
    • (2010) International Journal of Contemporary Hospitality Management , vol.22 , pp. 517-534
    • King, C.1
  • 44
    • 56749179004 scopus 로고    scopus 로고
    • Developing a scale to measure the enjoyment of Web experiences
    • Lin A.,Gregor S.,Ewing M.Developing a scale to measure the enjoyment of Web experiences.Journal of Interactive Marketing. 2008;22 (4): 40-57
    • (2008) Journal of Interactive Marketing , vol.22 , Issue.4 , pp. 40-57
    • Lin, A.1    Gregor, S.2    Ewing, M.3
  • 45
    • 38849145587 scopus 로고    scopus 로고
    • Electronic word-of-mouth in hospitality and tourism management
    • Litvin S. W.,Goldsmith R. E.,Pan B.Electronic word-of-mouth in hospitality and tourism management.Tourism Management. 2008;29:458-468
    • (2008) Tourism Management , vol.29 , pp. 458-468
    • Litvin, S.W.1    Goldsmith, R.E.2    Pan, B.3
  • 47
    • 84986681253 scopus 로고
    • Alumni and their alma mater: A partial test of the reformulated model of organizational identification
    • Mael F.,Ashforth B. E.Alumni and their alma mater: A partial test of the reformulated model of organizational identification.Journal of Organizational Behavior. 1992;13:103-123
    • (1992) Journal of Organizational Behavior , vol.13 , pp. 103-123
    • Mael, F.1    Ashforth, B.E.2
  • 48
    • 77956625285 scopus 로고    scopus 로고
    • Boston, MA: ; :, Author
    • Research priorities. Boston, MA: Author; 2010:
    • (2010) Research priorities
  • 49
    • 84986097849 scopus 로고    scopus 로고
    • The effectiveness of service recovery in a multi-industry setting
    • Mattila A. S.The effectiveness of service recovery in a multi-industry setting.Journal of Services Marketing. 2001;15:583-596
    • (2001) Journal of Services Marketing , vol.15 , pp. 583-596
    • Mattila, A.S.1
  • 50
    • 84986860993 scopus 로고
    • A comparative analysis of four scales of consumer involvement
    • Mittal B.A comparative analysis of four scales of consumer involvement.Psychology and Marketing. 1995;12:663-682
    • (1995) Psychology and Marketing , vol.12 , pp. 663-682
    • Mittal, B.1
  • 51
    • 77955266464 scopus 로고    scopus 로고
    • Engagement, telepresence and interactivity in online consumer experience: Reconciling scholastic and managerial perspectives
    • Mollen A.,Wilson H.Engagement, telepresence and interactivity in online consumer experience: Reconciling scholastic and managerial perspectives.Journal of Business Research. 2009;63:919-925
    • (2009) Journal of Business Research , vol.63 , pp. 919-925
    • Mollen, A.1    Wilson, H.2
  • 56
    • 0035541706 scopus 로고    scopus 로고
    • Enriching or depleting? The dynamics of engagement in work and family roles
    • Rothbard N. P.Enriching or depleting? The dynamics of engagement in work and family roles.Administrative Science Quarterly. 2001;46:655-684
    • (2001) Administrative Science Quarterly , vol.46 , pp. 655-684
    • Rothbard, N.P.1
  • 57
    • 29444454899 scopus 로고    scopus 로고
    • Linking organizational resources and work engagement to employee performance and customer loyalty: The mediation of service climate
    • Salanova M.,Agut S.,Peiro J. M.Linking organizational resources and work engagement to employee performance and customer loyalty: The mediation of service climate.Journal of Applied Psychology. 2005;90:1217-1227
    • (2005) Journal of Applied Psychology , vol.90 , pp. 1217-1227
    • Salanova, M.1    Agut, S.2    Peiro, J.M.3
  • 58
    • 30544449147 scopus 로고    scopus 로고
    • Collaborating to create: The Internet as a platform for customer engagement in product innovation
    • Sawhney M.,Verona G.,Prandelli E.Collaborating to create: The Internet as a platform for customer engagement in product innovation.Journal of Interactive Marketing. 2005;19 (4): 4-17
    • (2005) Journal of Interactive Marketing , vol.19 , Issue.4 , pp. 4-17
    • Sawhney, M.1    Verona, G.2    Prandelli, E.3
  • 59
    • 10944269300 scopus 로고    scopus 로고
    • Job demands, job resources, and their relationship with burnout and engagement: A multi-sample study
    • Schaufeli W. B.,Bakker A. B.Job demands, job resources, and their relationship with burnout and engagement: A multi-sample study.Journal of Organizational Behavior. 2004;25:293-315
    • (2004) Journal of Organizational Behavior , vol.25 , pp. 293-315
    • Schaufeli, W.B.1    Bakker, A.B.2
  • 62
    • 0037486508 scopus 로고    scopus 로고
    • The measurement of engagement and burnout: A two sample confirmatory factor analytic approach
    • Schaufeli W. B.,Salanova M.,González-Romá V.,Bakker A. B.The measurement of engagement and burnout: A two sample confirmatory factor analytic approach.Journal of Happiness Studies. 2002;3 (1): 71-92
    • (2002) Journal of Happiness Studies , vol.3 , Issue.1 , pp. 71-92
    • Schaufeli, W.B.1    Salanova, M.2    González-Romá, V.3    Bakker, A.B.4
  • 63
    • 67349260438 scopus 로고    scopus 로고
    • Exploring the complexities of value creation: The role of engagement strength
    • Scholer A. A.,Higgins E. T.Exploring the complexities of value creation: The role of engagement strength.Journal of Consumer Psychology. 2009;19:137-143
    • (2009) Journal of Consumer Psychology , vol.19 , pp. 137-143
    • Scholer, A.A.1    Higgins, E.T.2
  • 65
    • 77954653296 scopus 로고    scopus 로고
    • When experience matters: Building and measuring hotel brand equity: The customers’ perspective
    • So K. K. F.,King C.When experience matters: Building and measuring hotel brand equity: The customers’ perspective.International Journal of Contemporary Hospitality Management. 2010;22:589-608
    • (2010) International Journal of Contemporary Hospitality Management , vol.22 , pp. 589-608
    • So, K.K.F.1    King, C.2
  • 66
    • 56949101282 scopus 로고    scopus 로고
    • Providing an explanation for service failure: Context, content, and customer responses
    • Sparks B.,Fredline L.Providing an explanation for service failure: Context, content, and customer responses.Journal of Hospitality & Tourism Research. 2007;31:241-260
    • (2007) Journal of Hospitality & Tourism Research , vol.31 , pp. 241-260
    • Sparks, B.1    Fredline, L.2
  • 67
    • 79960306518 scopus 로고    scopus 로고
    • The impact of online reviews on hotel booking intentions and perception of trust
    • Sparks B. A.,Browning V.The impact of online reviews on hotel booking intentions and perception of trust.Tourism Management. 2011;32:1310-1323
    • (2011) Tourism Management , vol.32 , pp. 1310-1323
    • Sparks, B.A.1    Browning, V.2
  • 68
    • 60349085129 scopus 로고    scopus 로고
    • The importance of a general measure of brand engagement on market behavior: Development and validation of a scale
    • Sprott D.,Czellar S.,Spangenberg E.The importance of a general measure of brand engagement on market behavior: Development and validation of a scale.Journal of Marketing Research. 2009;46:92-104
    • (2009) Journal of Marketing Research , vol.46 , pp. 92-104
    • Sprott, D.1    Czellar, S.2    Spangenberg, E.3
  • 72
    • 77955591755 scopus 로고    scopus 로고
    • Customer engagement as a new perspective in customer management
    • Verhoef P. C.,Reinartz W.,Krafft M.Customer engagement as a new perspective in customer management.Journal of Service Research. 2010;13:247-252
    • (2010) Journal of Service Research , vol.13 , pp. 247-252
    • Verhoef, P.C.1    Reinartz, W.2    Krafft, M.3
  • 75
    • 17244380812 scopus 로고    scopus 로고
    • Towards understanding members’ general participation in and active contribution to an online travel community
    • Wang Y.,Fesenmaier D. R.Towards understanding members’ general participation in and active contribution to an online travel community.Tourism Management. 2004;25:709-722
    • (2004) Tourism Management , vol.25 , pp. 709-722
    • Wang, Y.1    Fesenmaier, D.R.2
  • 76
    • 33947245546 scopus 로고    scopus 로고
    • Beyond the call of duty: Why customers contribute to firm-hosted commercial online communities
    • Wiertz C.,de Ruyter K.Beyond the call of duty: Why customers contribute to firm-hosted commercial online communities.Organization Studies. 2007;28:347-376
    • (2007) Organization Studies , vol.28 , pp. 347-376
    • Wiertz, C.1    de Ruyter, K.2
  • 79


* 이 정보는 Elsevier사의 SCOPUS DB에서 KISTI가 분석하여 추출한 것입니다.