Customer engagement and the relationship between involvement, engagement, self-brand connection and brand usage intent

Paul Harrigan, Uwana Evers, Morgan P. Miles, Tim Daly

Research output: Contribution to journalArticle

32 Citations (Scopus)

Abstract

Consumers rely on social media to make travel decisions, and actively engage in relationships with tourism brands on social media. Our research contribution is threefold. First, we validate the consumer brand engagement (CBE) scale proposed by Hollebeek, Glynn, and Brodie (2014). Second, we use social exchange theory to replicate their proposed model to relate CBE to consumer involvement, self-brand connection, and brand usage. Third, we contribute to tourism marketing theory and practice. The CBE scale exhibited exceptional fit in the tourism context. The models confirmed that all three dimensions of CBE had significant effects on self-brand connection and brand usage intent. Tourism organizations may utilize these findings to foster stronger connections with consumers and increase the likelihood of consumers using their sites by focusing on strategies to develop CBE. © 2017 Elsevier Inc.
Original languageEnglish
Pages (from-to)388-396
JournalJournal of Business Research
Volume88
DOIs
Publication statusPublished - 2018

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Customer engagement
Tourism
Social media
Social exchange theory
Tourism marketing
Marketing practices
Marketing theory
Consumer involvement

Cite this

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abstract = "Consumers rely on social media to make travel decisions, and actively engage in relationships with tourism brands on social media. Our research contribution is threefold. First, we validate the consumer brand engagement (CBE) scale proposed by Hollebeek, Glynn, and Brodie (2014). Second, we use social exchange theory to replicate their proposed model to relate CBE to consumer involvement, self-brand connection, and brand usage. Third, we contribute to tourism marketing theory and practice. The CBE scale exhibited exceptional fit in the tourism context. The models confirmed that all three dimensions of CBE had significant effects on self-brand connection and brand usage intent. Tourism organizations may utilize these findings to foster stronger connections with consumers and increase the likelihood of consumers using their sites by focusing on strategies to develop CBE. {\circledC} 2017 Elsevier Inc.",
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Customer engagement and the relationship between involvement, engagement, self-brand connection and brand usage intent. / Harrigan, Paul; Evers, Uwana; Miles, Morgan P.; Daly, Tim.

In: Journal of Business Research, Vol. 88, 2018, p. 388-396.

Research output: Contribution to journalArticle

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