Customer delight, engagement, experience, value co-creation, place identity, and revisit intention: a new conceptual framework
Journal article
Muhammad Haroon Shoukat and Haywantee Ramkissoon 2022. Customer delight, engagement, experience, value co-creation, place identity, and revisit intention: a new conceptual framework. Journal of Hospitality Marketing & Management. 31 (6), pp. 757-775. https://doi.org/10.1080/19368623.2022.2062692
| Authors | Muhammad Haroon Shoukat and Haywantee Ramkissoon |
|---|---|
| Abstract | This research note explored the less-understood relationships between customer delights and revisit intention. We draw on extant literature to develop and propose a new conceptual framework underpinned by cognitive appraisal theory, theory of planned behavior, and attachment theory. This conceptual note proposed relationships between customer engagement (CE), customer experience (CX), place identity, and value co-creation between customer delight and revisits intention. This note offers insights on the essential role of customer delight in tourism, supporting effective interactions with CE, CX, place identity, and value co-creation for destination strategy development. This is one of the earliest initiatives to reinvent the wheel of customer delight in tourism to encourage tourist behavior intentions. |
| Keywords | customer delight; customer engagement ; customer experience ; place identity |
| Year | 2022 |
| Journal | Journal of Hospitality Marketing & Management |
| Journal citation | 31 (6), pp. 757-775 |
| Publisher | Taylor & Francis (Routledge) |
| ISSN | 1936-8631 |
| Digital Object Identifier (DOI) | https://doi.org/10.1080/19368623.2022.2062692 |
| Web address (URL) | https://doi.org/10.1080/19368623.2022.2062692 |
| Output status | Published |
| Publication dates | 12 Apr 2022 |
| Publication process dates | |
| Deposited | 15 Feb 2023 |
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