Intergenerational differences in customer engagement behaviours: An analysis of social tourism websites

Bravo, Rafael; Catalán, Sara; Pérez, José Miguel Pina

doi:10.1002/jtr.2327

Cited by 45 publications

(51 citation statements)

References 35 publications

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“…With regard to loyalty behavior, different results have been reported with respect to it. While several authors [91][92][93] reported that there are significant differences among generational cohorts, the findings of other studies such as [94] did not support the hypothesis regarding the existence of a significant difference between generations in their loyalty behavior. In this sense, the author in [91] indicated that the effects of green satisfaction and green trust on guest loyalty measured through word of mouth intention were higher for Millennials in comparison to the non-Millennials group, whose age is older.…”

Section: Generational Cohortmentioning

confidence: 80%

Implications of Value Co-Creation in Green Hotels: The Moderating Effect of Trip Purpose and Generational Cohort

2020

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Recently, great interest in value co-creation has been revealed among both academics and practitioners in the hotel sector. However, few studies are analyzing the consequences of co-creation behavior from the customer perspective in “green” (environmentally-friendly) hotels. This study explores the relationships between value co-creation and guest trust, satisfaction, and loyalty in the context of green hotels. Moreover, the role of trip purpose and generational cohort as moderating variables in these relationships is tested. The data are collected through a personal survey from 309 Spanish hotel guests, and the partial least square structural equation model (PLS-SEM) is employed to test the research hypotheses. The results of this study reveal that guest participation in the hotel’s process of value co-creation positively affects guests’ trust, satisfaction, and loyalty. Additionally, both trust and satisfaction are positively linked with customer loyalty. The findings here also suggest that only customers’ age moderates some of the relationships considered (i.e., trust–loyalty and satisfaction–loyalty). To practice, this study provides managerial implications to help hoteliers use value co-creation to develop competitive strategies that will generate more value for tourists due to the positive effects of these strategies on tourist trust, satisfaction, and loyalty.

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Section: Generational Cohortmentioning

confidence: 80%

Implications of Value Co-Creation in Green Hotels: The Moderating Effect of Trip Purpose and Generational Cohort

2020

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“…Generation Z customers-the generational cohort selected to study customer assessment of robots as a means of preventing COVID-19-are usually described as digital natives, fully connected virtually, technology open and savvy, and willing to accept innovative products and services (Băltescu, 2019;Bravo et al, 2020;Dimitriou and Abouelgheit, 2019). Research focusing on robots' acceptance by Generation Z is scarce.…”

Section: Literature Reviewmentioning

confidence: 99%

“…Generation Z constitutes an interesting group to study for several reasons. First, despite being an attractive market segment for hospitality firms as potential or actual high spenders (Dimitriou and Abouelgheit, 2019), they have seldom been researched in hospitality from a consumer perspective (e.g., Bravo et al, 2020;Haddouche and Salomone, 2018) and not regarding to service robot acceptance. Second, Generation Z members are technology savvy and use social media extensively (Turner, 2015), which makes them potential facilitators of robot diffusion.…”

Section: Service Robots and Covid-19: Exploring Perceptions Of Prevention Efficacy At Hotels In Generation Z 1 Introductionmentioning

confidence: 99%

Service robots and COVID-19: exploring perceptions of prevention efficacy at hotels in generation Z

Romero

Lado

2021

IJCHM

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Purpose COVID-19 is expected to enhance hospitality robotization because frontline robots facilitate social distancing, lowering contagion risk. Investing in frontline robots emerges as a solution to recover customer trust and encourage demand. However, we ignore how customers perceive these initiatives and, therefore, their efficacy. Focusing on robot employment at hotels and on Generation Z customers, this study aims to analyze guests’ perceptions about robots’ COVID-19 prevention efficacy and their impact on booking intentions. Design/methodology/approach This study tests its hypotheses combining an experimental design methodology with partial least squares. Survey data from 711 Generation Z individuals in Spain were collected in 2 periods of time. Findings Generation Z customers consider that robots reduce contagion risk at hotels. Robot anthropomorphism increases perceived COVID-19 prevention efficacy, regardless of the context where the robots are used. Robots’ COVID-19 prevention efficacy provokes better attitudes and higher booking intentions. Research limitations/implications The sampling method used in this research impedes this study’s results generalization. Further research could replicate this study using random sampling methods to ensure representativeness, even for other generational cohorts. Practical implications Employing robots as a COVID-19 prevention measure can enhance demand, especially if robots are human-like. Hoteliers need to communicate that robots can reduce contagion risk, particularly in markets more affected by COVID-19. Robots must be employed in low social presence contexts. Governments could encourage robotization by financially supporting hotels and publicly acknowledging its benefits regarding COVID-19 prevention. Originality/value This study combines preventive health, robotics and hospitality literature to study robot implementation during the COVID-19 pandemic, focusing on Generation Z guests – potential facilitators of robot diffusion.

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“…In the tourism industry, social media are favored not only by tourists but also by the tourism service providers as visitors may gather and exchange information instantly (Cabiddu et al, 2014;Leung et al, 2019;Kim and Chae, 2018). Currently, there is a proliferation of tourism studies that have defended the far-reaching effect of social media on customer engagement (Cabiddu et al, 2014;Sashi et al, 2019;Bravo et al, 2020). However, almost all current research fails to provide a thorough SMA analysis in the tourism context (Lee et al, 2018;Knoll, 2016).…”

Section: Introductionmentioning

confidence: 99%

How social media advertising features influence consumption and sharing intentions: the mediation of customer engagement

Mieiro

Huang

2021

JRIM

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PurposeSocial media advertising (SMA) has become overly critical in the interactive marketing research field. This paper aimed to construct a research architecture model and to investigate the mediating effect of customer engagement between SMA and consumer behavioral intention in the context of Macao's casino integrated resorts.Design/methodology/approachThe authors collected data from 300 Chinese-speaking visitors of Macao's casino integrated resorts through a face-to-face survey. The hypotheses derived from the conceptual model were tested through two-stage structural equation modeling. The authors considered age and gender as control variables.FindingsThis study found that entertainment and promotional rewards had significant direct effects on consumption intention. Social media dependency did affect directly not only consumption intention but also sharing intention. Customer engagement on SMA mediated the effects of two SMA features (entertainment and promotional rewards) and one feature of SMA viewers (social media dependency) on consumption intention. As to extraneous variables, neither age nor gender significantly influenced consumer behavioral intention.Practical implicationsThe casino integrated resort managers should enhance the entertainment elements and provide reasonable promotional rewards to increase SMA's effectiveness. Managers should also consider the social media usage habits of the targeted customers. Further academic research on casino integrated resorts in other regions may use this study as a basis for investigating the mediation of customer engagement on SMA.Originality/valueThis study contributed to understanding the mediating mechanism of customer engagement on SMA by conceptualizing customer engagement on SMA as a unique idea and provided a conceptual framework for further theoretical and empirical research in the interactive marketing research field.

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Intergenerational differences in customer engagement behaviours: An analysis of social tourism websites

Cited by 45 publications

References 35 publications

Implications of Value Co-Creation in Green Hotels: The Moderating Effect of Trip Purpose and Generational Cohort

Implications of Value Co-Creation in Green Hotels: The Moderating Effect of Trip Purpose and Generational Cohort

Service robots and COVID-19: exploring perceptions of prevention efficacy at hotels in generation Z

How social media advertising features influence consumption and sharing intentions: the mediation of customer engagement

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