Purpose

This study aims to serve as an important resource for customer engagement (CE) researchers by presenting a comprehensive, up-to-date and objective assessment of the status and evolution of the CE literature. This purpose is achieved through simultaneous consideration and separate analyses of both the marketing/service and hospitality/tourism literature where CE research dominates.

Design/methodology/approach

This study integrated three review techniques, including a systematic review technique, evaluative technique and relational technique, to present a state-of-the-art analysis of 236 articles. It provides an updated picture of scientific research on CE, as well as the thematic evolution and structure of the CE literature across the two disciplines.

Findings

Through a comprehensive review of the CE literature in marketing/service and hospitality/tourism domains, the present study findings build a robust foundation to evaluate how this strand of literature has developed and evolved over time. More importantly, a comparative and quantitative analysis of marketing/service and hospitality/tourism journals delivers actionable insight for hospitality and tourism scholars.

Research limitations/implications

This study reframes the scientific knowledge regarding the evolution of CE literature, along with interrelation patterns, to advance relevant studies in hospitality and tourism. Findings offer a broadened perspective on the concept’s scholarly development and current research trends, thereby charting a new path for future research.

Originality/value

By adopting three review techniques, to the best of the authors’ knowledge, this state-of-the-art analysis is the first to compare and synthesize a large volume of marketing/service and hospitality/tourism research, assembling a springboard from which to evaluate how CE studies have developed.

中文翻译：

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客户参与研究的主题演变：比较系统回顾和文献计量分析

目的

本研究旨在通过对 CE 文献的状态和演变进行全面、最新和客观的评估，作为客户参与 (CE) 研究人员的重要资源。这一目的是通过同时考虑和单独分析 CE 研究占主导地位的营销/服务和酒店/旅游文献来实现的。

设计/方法/方法

本研究整合了三种评论技术，包括系统评论技术、评估技术和关系技术，对 236 篇文章进行了最先进的分析。它提供了 CE 科学研究的最新图景，以及 CE 文献在两个学科之间的主题演变和结构。

发现

通过对营销/服务和酒店/旅游领域的 CE 文献的全面审查，本研究结果为评估这一类文献如何随着时间的推移而发展和演变奠定了坚实的基础。更重要的是，对营销/服务和酒店/旅游期刊的比较和定量分析为酒店和旅游学者提供了可操作的见解。

研究限制/影响

本研究重新构建了关于 CE 文献演变的科学知识，以及相互关系模式，以推进酒店和旅游业的相关研究。研究结果为该概念的学术发展和当前研究趋势提供了更广阔的视角，从而为未来的研究开辟了新的道路。

原创性/价值

通过采用三种审查技术，据作者所知，这种最先进的分析是第一个比较和综合大量营销/服务和酒店/旅游研究的跳板，从中可以评估 CE 研究的发展情况。