A Decade of Customer Engagement Research in Hospitality and Tourism: A Systematic Review and Research Agenda

Abstract

Over the past decade, customer engagement has attracted significant interest from academics and practitioners. This article reviews and synthesizes customer engagement research published in seven leading hospitality and tourism journals between 2009 and 2019. It systematically analyzes publication outlets and trajectories, study sectors, methodological approaches, analytical techniques, conceptualizations of customer engagement, classifications of antecedents and consequences, and key mediators and moderators. This article also presents a model summarizing extant customer engagement research and identifies critical avenues for future scholarly inquiry into customer engagement. The comprehensive review and analysis offered in this article contribute to the literature by detailing the status of customer engagement research and the evolution of relevant literature over the past 11 years.

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