Showing papers by "Linda D. Hollebeek published in 2021"
TL;DR: In this article, the authors develop and test a model that examines key drivers of visitors' COVID-19-induced social distancing behavior and its effect on their intent to use virtual reality-based (vs in-person) attraction site tours during and post-COVID19.
120 citations
TL;DR: In this article, the authors investigated the impact of customer engagement on experience and behavioral intent in the tourism context and found that the paths from affective/behavioral engagement to experience are significant across all age groups, while the association's strength rises with customer age.
100 citations
TL;DR: In this article, empirically derived insight into their association with tourism customers' ensuing value cocr... and customer engagement (CE) and customer experience (CX) are recognized as key research priorities.
Abstract: Though customer engagement (CE) and customer experience (CX) are recognized as key research priorities, empirically derived insight into their association with tourism customers’ ensuing value cocr...
98 citations
TL;DR: Artificial intelligence (AI) is likely to spawn revolutionary transformational effects on service organizations, including by impacting the ways in which firms engage with their customers as mentioned in this paper. But this is not the case for all service organizations.
Abstract: Artificial intelligence (AI) is likely to spawn revolutionary transformational effects on service organizations, including by impacting the ways in which firms engage with their customers. In paral...
68 citations
TL;DR: In this article, a pioneering bibliometric-and network analysis of the CE literature is presented, thus mapping the field of CE research and identifying important avenues for further CE research.
Abstract: Purpose - In recent years, customer engagement (CE) with brands, which has been shown to yield enhanced firm sales, competitive advantage, and stock returns, has risen to occupy a prominent position in brand management research and practice. Correspondingly, scholars have explored CE’s conceptualization, operationalization, and its nomological networks as informed by different theoretical perspectives. However, despite important advances, the intellectual structure of the overall corpus of CE research remains tenuous, as therefore explored in this paper.
Design/methodology/approach - Based on this gap, this study deploys bibliometric- and network analysis to map CE’s literature-based landscape. Using bibliometric analysis, important CE-publishing journals, authors, and influential CE articles (2005-2020) are uncovered. Using network analysis, prominent CE themes are also unearthed.
Findings - The results document key CE-publishing journals and authors, and their respective contributions to the literature. Five CE themes are also identified, including CE Measurement/Methods, Online CE, CE’s Value Co-creating Capacity, CE Conceptualization, and Customer/Consumer Brand Engagement. Further, an agenda for future CE research is provided based on the presented network analysis results.
Practical implications - The reported findings generate important implications for brand managers. For example, the identified critical role of online (vs. offline) CE offers a range of strategic opportunities, as outlined.
Originality/value - This paper offers a pioneering bibliometric- and network analysis of the CE literature, thus mapping the field. From the identified CE themes, important avenues for further CE research are also identified.
49 citations
TL;DR: In this article, a survey was conducted in the tangible sports goods (retail) and -club (i.e., service) contexts, and the authors found a positive effect of customer learning and knowledge sharing on customer engagement.
45 citations
TL;DR: In this article, the authors define CTFBE as a consumer's boundedly volitional resource investment in technology-mediated brand interactions, and propose a framework that incorporates TAM-informed consumer-perceived technology usefulness and ease-of-use, in addition to goal salience and network position.
39 citations
TL;DR: In this article, a model for predicting consumers' esports videogame engagement on their ensuing consumption behaviors is proposed, which shows that consumers' affective and behavioral esports videogames engagement positively affects their consumption behavior, including heightened community engagement, purchase intent, coproduction, word-of-mouth and new player recruitment.
Abstract: This study aims to propose a model for predicting consumers’ esports videogame engagement on their ensuing consumption behaviors, which remains nebulous to date.,After approaching esports consumers in different gaming zones in Pakistan, this paper collected data from 364 videogame-based esports consumers. This paper deployed SmartPLS 3.2.8 software to perform the partial least squares-structural equation modeling-based analyzes.,The structural model results show that consumers’ affective and behavioral esports videogame engagement positively affects their consumption behavior, including heightened community engagement, purchase intent, coproduction, word-of-mouth and new player recruitment. However, while consumers’ cognitive esports engagement was found to positively impact community engagement, new player recruitment and coproduction, it failed to predict consumers’ esports-related purchase intent or word-of-mouth behaviors.,The findings reveal that a strategic focus on consumers’ esports game engagement will enable practitioners to nurture desirable consumer behaviors, including enhanced purchase intent, coproduction, word-of-mouth and new player recruitment behaviors, thus warranting consumer engagement’s strategic value as a key esports gaming metric.,Empirical research into the role of consumers’ esports videogame engagement on their ensuing consumption behaviors remains scant to date. Based on this gap, this study offers a timely contribution by exploring and validating a model that gauges the effect of consumers’ cognitive, emotional and behavioral esports videogame engagement on their community engagement, purchase intention, coproduction, word-of-mouth and new player recruitment. It, thus, offers important insight into the rapidly advancing field of digital esports games.
36 citations
TL;DR: A self-determination theory-informed framework is developed that proposes members’ intrinsic/extrinsic motivation as major drivers of GLPE, which in turn impacts customer brand engagement value (CBEV) and major implications are discussed.
30 citations
TL;DR: In this paper, the authors explored the relationship between CPV, CX, and WoM behavior through structural equation modeling and found that CX plays a crucial role in the CPV-WoM relationship, thereby confirming the existence of a direct link between CV (social/hedonic/utilitarian value), CX and word-of-mouth (WoM) behavior.
Abstract:
Purpose
The customer experience (CX), as revealed in the literature-based debate, has been variously viewed as either a driver or an outcome of customer-perceived value (CPV). However, the association of CPV, CX and word-of-mouth (WoM) behavior remains nebulous to date, thereby generating an important research gap. In response and to bridge this gap, this study aims to explore CX’s role in the CPV–WoM behavior relationship, the role of WoM behavior arising from CX and whether CX acts as a core mediator (vs a moderator) in the association of CPV and subsequent consumer-behavior outcomes.
Design/methodology/approach
By conducting two studies spanning a broad range of services, this paper explores the relationship between CPV, CX, and WoM behavior through structural equation modeling.
Findings
The findings are that CX plays a crucial role in the CPV–WoM relationship, thereby confirming the existence of a direct link between CPV (social/hedonic/utilitarian value), CX and WoM. The results also highlight CX’s mediating role in the relationship between social and utilitarian (but not hedonic) values. Moreover, the results reveal that the EXQ scale, measuring CX, comprises distinct experiences perceived by high and low CX-based customer segments, respectively.
Practical implications
CPV (utilitarian, hedonic, social) not only affects consumers’ behavioral intentions but also, more importantly, their WoM behavior. Therefore, managers need to consider all three values. Moreover, managers should shift their focus from social value perceptions to CX. The results suggest that managers need to devote additional resources to the development of a suitable CX, which will help mitigate consumers’ online and/or offline brand-related WoM. This study indicates the context in which managers must emphasize the construct that produces positive outcomes.
Originality/value
By identifying a direct relationship between CPV, CX and the ensuing consumer-behavior outcomes, the study offers important theoretical insight into CX’s nomological network.
19 citations
01 Dec 2021
TL;DR: Consumer digital cocreated value (CDCV), which reflects the consumer-perceived value that arises by interacting, collaborating, or communicating with or through digital platforms (touch-points), is explored.
Abstract: While cocreation research proliferates, existing studies fail to isolate its manifestation through digital (vs non-digital) platforms. Moreover, extant research predominantly explores the cocreatio...
TL;DR: In this paper, the authors explore S-D logic-informed customer cocreated brand value (CCBV), which reflects a customer's assessment of the value derived from interactive, joint, or collaborative activities for or with brand-related actors.
Abstract: Though ample studies address the cocreation process, scholarly understanding of the outcome of such cocreative processes (i.e. cocreated value) lags behind, particularly with respect to brand-related cocreated value. Based on this gap, we explore S-D logic-informed customer cocreated brand value (CCBV), which reflects a customer’s assessment of the value derived from interactive, joint, or collaborative activities for or with brand-related actors. We also develop a model that identifies the CCBV antecedents of resource integration—which generates resource personalisation and institutionalisation—engagement, and sharing that combine to yield CCBV. In turn, CCBV generates modified tie-strength and modified network cohesion. Drawing on the model, we develop a set of propositions that consolidate CCBV-based insight, followed by an overview of implications that arise from our analyses.
TL;DR: In this article, the authors adopt and extend Ducoffe's advertising value model by incorporating the visual/audio aesthetic videogame components that are largely overlooked in prior research, and explore the effect of user-perceived pop-up ad value on their intent to install the advertised videogame.
Abstract:
Purpose
Though the videogame literature is thriving, little remains known regarding the effectiveness of pop-up ads that appear in videogames. Addressing this gap, this study, therefore, aims to explore pop-up ads as an important tool to prompt gamer-perceived advertisement value and their subsequent intent to install the advertised videogame.
Design/methodology/approach
To frame the analyses, the authors adopt and extend Ducoffe’s advertising value model by incorporating the visual/audio aesthetic videogame components that are largely overlooked in prior research. Using a self-administered survey, data were collected from 321 online gamers. The authors tested the model by using partial-least-squares-based structural equation modeling (PLS-SEM).
Findings
The results indicate that pop-up ad-related incentives, entertainment, credibility, personalization, audio aesthetics and irritation significantly affect user-perceived ad value. In turn, perceived ad value was found to affect players’ intent to install the advertised videogame.
Research limitations/implications
Though the findings corroborate the importance of pop-up ads being perceived as informative and/or entertaining, they also emphasize the value of personalized ads, ad-related incentives and audio aesthetic, which impact gamers’ intent to install the advertised videogame.
Practical implications
This study advances managerial understanding of videogame-based services, which is expected to be particularly useful for freemium-based videogame marketers and developers.
Originality/value
By extending Ducoffe’s model of advertising value, the authors apply the proposed framework in the online videogaming-based pop-up ad context, and explore the effect of user-perceived pop-up ad value on their intent to install the advertised videogame.