Barriers affecting organisational adoption of higher order customer engagement in tourism service interactions
Abstract
In this study, consumer engagement was examined from a service-dominant logic perspective in tourism service interactions. Extensive field interviews and focus groups in the context of three upscale hotels in Hong Kong identified numerous barriers towards successfully engaging consumers, extending from consumer, technological, and strategic cases to organisational cases. In all, a firm's overall strategy, organisational structure and culture are...
Paper Details
Title
Barriers affecting organisational adoption of higher order customer engagement in tourism service interactions
Published Date
Jun 1, 2014
Journal
Volume
42
Pages
181 - 193
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