Customer engagement in the service context: An empirical investigation of the construct, its antecedents and consequences

摘要

Scholars and practitioners have long acknowledged the importance of offering superior service quality in creating long-term bonds between customers and their brands. However, the importance of service quality as a tool to enhance customer engagement remains under-explored, as addressed in this study. Survey data collected from 395 luxury hotel guests were analyzed using structural equation modeling. The results reveal a positive effect of service quality on customer engagement, which consequently exerts a favorable impact on brand experience and repatronage intent. Our moderation analysis results reveal a stronger effect of the proposed relationships for women than men, thereby suggesting gender's moderating role in the association between service quality, brand experience, and customer engagement. The paper concludes by outlining key theoretical and practical implications that arise from this research.