ABSTRACT

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 tourism management literature. This article discusses CE research by identifying temporal scope, country of origin distributions, theoretical perspectives and conceptualizations. Research streams of CE are also discussed from the perspective of context, mode and process, antecedents and consequences. The current study suggests that CE is an important research topic in the hospitality and tourism field. There has been a shift from “customer” to “tourist” and “visitor”. CE in hospitality and tourism has been explored both in the context of offline and online. This study provides specific theoretical implications and suggestions for future research.

摘要

本文基于系统文献 (SLR) 和内容分析，对中英文酒店和旅游管理文献中的客户参与 (CE) 研究进行了批判性回顾。本文通过确定时间范围、原产国分布、理论观点和概念来讨论 CE 研究。还从背景、模式和过程、前因和后果的角度讨论了 CE 的研究流。目前的研究表明，CE 是酒店和旅游领域的一个重要研究课题。已经从“顾客”转变为“游客”和“游客”。酒店和旅游业的 CE 已经在离线和在线的背景下进行了探索。本研究为未来的研究提供了具体的理论意义和建议。