Barriers affecting organisational adoption of higher order customer engagement in tourism service interactions |
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| Institution: | 1. Department of Marketing, School of Business and Management, American University of Sharjah, Sharjah, United Arab Emirates;2. College of Business, San Francisco State University, San Francisco, USA;3. Oxford School of Hospitality Management, Oxford Brookes University, UK;4. School of Hotel and Tourism Management, The Hong Kong Polytechnic University, Hong Kong;5. Department of Foods, Human Nutrition, and Hospitality, School of Human Environmental Sciences, University of Arkansas, Fayetteville, USA;6. Department of Hospitality Services, Rosen College of Hospitality Management, University of Central Florida, Orlando, USA;1. School of Hotel and Tourism Management, The Hong Kong Polytechnic University, Hung Hom, Hong Kong;2. Rosen College of Hospitality Management, University of Central Florida, Orlando, FL, United States;1. Strathclyde Business School, University of Strathclyde, Glasgow, UK;2. School of Management and Languages, Heriot-Watt University, Edinburgh, UK;1. Hospitality Management and Marketing Department, Adnan Kassar School of Business, Lebanese American University, Beirut, Lebanon;2. Information Technology and Operations Management Department, Adnan Kassar School of Business, Lebanese American University, Beirut, Lebanon;3. Instituto Universitário de Lisboa (ISCTE-IUL), Business Research Unit (BRU/UNIDE), Av. Forças Armadas, 1649-026, Lisbon, Portugal;1. Institute for Research on Innovation and Services for Development, National Research Council (IRISS – CNR), Via Cardinale Guglielmo Sanfelice, 8, 80134 Napoli, Italy;2. University of Central Florida, Rosen College of Hospitality Management, 9907 Universal Blvd, Orlando, FL 32819, USA |
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| 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 the most important barriers determining whether consumer engagement as depicted in the literature can be successfully deployed within hotel organisations. Implications call for a more intensive study of engaging consumers from an organisational context with a reassessment of progressive stages that include leadership interventions and the incorporation of consumer feedback at all stages of the firm's value-creating network. |
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| Keywords: | Consumer engagement Organisational barriers Value-creating network Co-creation Service-dominant logic |
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