Antecedents and Consequences of Customer Engagement Behaviour in the Hospitality Industry: A Moderated Mediation

Titus Chukwuemezie Okeke

A chapter in A New Era of Consumer Behavior - In and Beyond the Pandemic from IntechOpen

Abstract: This chapter dwells on antecedents and consequences of customer engagement behaviour in the hospitality sector. It is a moderated mediation with customer involvement, enthusiasm, attention and absorption as the antecedents, and electronic word of mouth and behavioural intentions to loyalty as the consequences or outcomes, while customer engagement behaviour and customer relationship management were used as mediating and moderating variables, respectively. Data were collected from 350 respondents from southern Nigeria and were analysed with the aid of WarpPLS version7. Findings show that customer relationship management largely moderates the direct and indirect effects of the antecedents on the consequences. Implications of the findings were discussed among others that operators in the hospitality sector, an industry that is drastically affected by the COVID-19 pandemic, need to apply key customer engagement behaviour concepts in designing and managing of service experiences.

Keywords: customer engagement; customer loyalty; behavioural intentions to loyalty (BIL); customer relationship management; involvement; enthusiasm; attention; absorption; e-WOM; hospitality sector and COVID-19 (search for similar items in EconPapers)
JEL-codes: M31 (search for similar items in EconPapers)
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Persistent link: https://EconPapers.repec.org/RePEc:ito:pchaps:264802

DOI: 10.5772/intechopen.107139

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