You are on page 1of 5

DAFTAR PUSTAKA

Abdurrahman Hikmah Ramadhan., Suharyono., & Srikandi Kumadji. (2015). Pengaruh City
Branding Terhadap Minat Berkunjung Serta Dampaknya Pada Keputusan Berkunjung
(Survey Pada Wisatawan Kota Surabaya). Jurnal Administrasi Bisnis (JAB) Vol.28.
Abror, A., Patrisia, D., Engriani, Y., Evanita, S., Yasri, Y., & Dastgir, S. (2019). Service quality,
religiosity, customer satisfaction, customer engagement and Islamic bank’s customer
loyalty. Journal of Islamic Marketing, 11(6), 1691–1705. https://doi.org/10.1108/jima-03-
2019-0044
Abror, A., Patrisia, D., Trinanda, O., Omar, M. W., & Wardi, Y. (2020). Antecedents of word of
mouth in Muslim-friendly tourism marketing: the role of religiosity. Journal of Islamic
Marketing, ahead-of(ahead-of-print). https://doi.org/10.1108/jima-01-2020-0006
Adhikari, K., & Panda, R. K. (2019). The role of consumer-brand engagement towards driving
brand loyalty. Journal of Modelling in Management, 14(4), 987–1005.
https://doi.org/10.1108/jm2-03-2019-0067
Bergel, M., Frank, P., & Brock, C. (2019). The role of customer engagement facets on the
formation of attitude, loyalty and price perception. Journal of Services Marketing, 33(7),
890–903. https://doi.org/10.1108/jsm-01-2019-0024
Bijmolt, T. H. A., Leeflang, P. S. H., Block, F., Eisenbeiss, M., Hardie, B. G. S., Lemmens, A., &
Saffert, P. (2010). Analytics for Customer Engagement. Journal of Service Research, 13(3),
341–356. https://doi.org/10.1177/1094670510375603
Bijmolt, T., Leeflang, P., Block, F., Eisenbeiss, M., Hardie, B., Lemmens, A., & Saffert, P.
(2010). Analytics for customer engagement. Journal of Service Research, 13(3),
341–356
Bowden, J. (2009). The process of customer engagement: A conceptual framework.
Journal of Marketing Theory and Practice, 17(1), 63–74
Bowden, J. (2009a), “Customer engagement: a framework for assessing customer-brand
relationships: the case of the restaurant industry”, Journal of Hospitality Marketing &
Management, Vol. 18 No. 6, pp. 574-59
Bowden, J. L.-H. (2009). The process of customer engagement: A conceptual framework. The
Journal of Marketing Theory and Practice, 17(1), 63–74.
https://doi.org/10.2753/MTP1069-6679170105
Bravo, R., Catalán, S., & Pina, J. M. (2019). Intergenerational differences in customer
engagement behaviours: An analysis of social tourism websites. International Journal of
Tourism Research, 22(2), 182–191. https://doi.org/10.1002/jtr.2327
Brodie, R. J., Hollebeek, L. D., Juric, B., & Ilic, A. (2011). Customer engagement:
Conceptual domain, fundamental propositions, and implications for research. Journal
of Service Research, 14(3), 252–27
Brodie, R.J., Hollebeek, L.D., Juric, B. and Ilic, A. (2011), “Customer engagement: conceptual
domain, fundamental propositions, and implications for research”, Journal of Service
Research, Vol. 14 No. 3, pp. 252-271.
Brodie, R.J., Hollebeek, L.D., Juric´, B. and Ilic´, A. (2011), “Customer engagement”, Journal of
Service Research, Vol. 14 No. 3, pp. 252-271.
Bryce, D., Curran, R., O’Gorman, K., & Taheri, B. (2015). Visitors’ engagement and
authenticity:
Japanese heritage consumption. Tourism Management, 46, 571–581.
https://doi.org/10.1016/j.tourman.2014.08.01
Chathoth, P. K., Ungson, G. R., Harrington, R. J., & Chan, E. S. W. (2016). Co-creation and
higher order customer engagement in hospitality and tourism services. International
Journal of Contemporary Hospitality Management, 28(2), 222–245.
https://doi.org/10.1108/ijchm-10-2014-0526
Chathoth, P.K., Ungson, G.R., Altinay, L., Chan, E.S.W., Harrington, R. and Okumus, F. (2014),
“Barriers affecting organisational adoption of higher order customer engagement in
tourism service interactions”, Tourism Management, Vol. 42, pp. 181-193.
Fang, S., Zhang, C., & Li, Y. (2020). Physical attractiveness of service employees and customer
engagement in tourism industry. Annals of Tourism Research, 80, 102756.
https://doi.org/10.1016/j.annals.2019.102756
Goh, K.-Y., Heng, C.-S., & Lin, Z. (2013). Social media brand community and consumer
behavior: Quantifying the relative impact of user- and marketer-generated content.
Information Systems Research, 24(1), 88–107.
Hao, F. (2020). The landscape of customer engagement in hospitality and tourism: a systematic
review. International Journal of Contemporary Hospitality Management, 32(5), 1837–
1860. https://doi.org/10.1108/ijchm-09-2019-0765
Hapsari, R., Clemes, M. D., & Dean, D. (2017). The impact of service quality, customer
engagement and selected marketing constructs on airline passenger loyalty. International
Journal of Quality and Service Sciences, 9(1), 21–40. https://doi.org/10.1108/ijqss-07-
2016-0048
Harrigan, P., Evers, U., Miles, M. and Daly, T. (2017), “Customer engagement with tourism
social
media brands”, Tourism Management, Vol. 59, pp. 597-609.
Harrigan, P., Evers, U., Miles, M. P., & Daly, T. (2018). Customer engagement and the
relationship between involvement, engagement, self-brand connection and brand usage
intent. Journal of Business Research, 88, 388–396.
https://doi.org/10.1016/j.jbusres.2017.11.046
Harrigan, P., Evers, U., Miles, M., & Daly, T. (2017). Customer engagement with tourism social
media brands. Tourism Management, 59(Supplement C), 597–609. doi:10.1016/j.
tourman.2016.09.015
Harrigan, P., Evers, U., Miles, M., & Daly, T. (2017). Customer engagement with tourism social
media brands. Tourism Management, 59, 597–609.
https://doi.org/10.1016/j.tourman.2016.09.015
Harrigan, P., Evers, U., Miles, M.P., Daly, T., 2018. Customer engagement and the relationship
between involvement, engagement, self-brand connection and brand usage
intent. J. Bus. Res. 88, 388–396.
Hennig-Thurau, T., Malthouse, E. C., Friege, C., Gensler, S., Lobschat, L., Rangaswamy,
A., & Skiera, B. (2010). The impact of new media on customer relationships. Journal
of Service Research, 13(3), 311–330
Hollebeek, L. D., & Macky, K. (2019). Digital Content Marketing’s Role in Fostering Consumer
Engagement, Trust, and Value: Framework, Fundamental Propositions, and Implications.
Journal of Interactive Marketing, 45, 27–41. https://doi.org/10.1016/j.intmar.2018.07.003
Hollebeek, L. D., Glynn, M. S., & Brodie, R. J. (2014). Consumer brand engagement in
social media: Conceptualization, scale development and validation. Journal of
Interactive Marketing, 28(2), 149e165.
Hollebeek, L.D. (2011a), “Demystifying customer engagement: exploring the loyalty nexus”,
Journal of Marketing Management, Vol. 27, pp. 785-807.
Hollebeek, L.D. (2011b), “Exploring customer brand engagement: definition and themes”,
Journal of Strategic Marketing, Vol. 19, pp. 555-573.
Hollebeek, L.D. and Macky, K. (2019), “Digital content marketing’s role in fostering consumer
engagement, trust, and value: framework, fundamental propositions, and implications”,
Journal of Interactive Marketing, Vol. 45, pp. 27-41.
Hollebeek, L.D., Glynn, M.S. and Brodie, R.J. (2014), “Consumer brand engagement in social
media: Conceptualization, scale development and validation”, Journal of Interactive
Marketing, Vol. 28 No. 2, pp. 149-165.
Idrus, S., Musa, R., Naziman, Y., Aznan, N., Yaacob@Othman, A., & Pauzi, N. (2012). Medical
tourism destination brand positioning model. Current Issues in Hospitality and Tourism,
515–518. https://doi.org/10.1201/b12752-100
Kanje, P., Charles, G., Tumsifu, E., Mossberg, L., & Andersson, T. (2020). Customer
engagement and eWOM in tourism. Journal of Hospitality and Tourism Insights, 3(3),
273–289. https://doi.org/10.1108/jhti-04-2019-0074
Klaus, P.P. and Maklan, S. (2013), “Towards a better measure of customer experience”,
International Journal of Market Research, Vol. 55 No. 2, pp. 227-246
Kumar, V. and Pansari, A. (2016), “Competitive advantage through engagement”, Journal of
Marketing Research, Vol. 53 No. 4, pp. 497-514.
Kumar, V., Aksoy, L., Donkers, B., Venkatesan, R., Wiesel, T., & Tillmanns, S. (2010).
Undervalued or overvalued customers: Capturing total customer engagement value.
Journal of Service Research, 13(3), 297–310.
Kumar, V., Rajan, B., Gupta, S., Dalla Pozza, I., 2019. Customer engagement in service. J.
Acad. Mark. Sci. 47 (1), 138–160.
LaMalfa, K. 2008, “The positive economics of customer engagement”, available at:
www.allegiance.com/library. php
Lemon, K. N., & Verhoef, P. C. (2016). Understanding customer experience throughout
the customer journey. Journal of Marketing, 80(6), 69–96.
Leung, X.Y., Sun, J. and Bai, B. (2019), “Thematic framework of social media research: state of
the art”, Tourism Review, Vol. 74 No. 3, pp. 517-531
Lian, S. B., & Yoong, L. C. (2018). Customer Engagement in Social Media and Tourism Brand
Performance Implications. TURKISH ONLINE JOURNAL OF DESIGN ART AND
COMMUNICATION, 8(SEPT), 1186–1194. https://doi.org/10.7456/1080sse/160
Luo, N., Wang, Y., Jin, C., Ni, Y., & Zhang, M. (2019). Effects of socialization interactions on
customer engagement in online travel communities. Internet Research, 29(6), 1509–1525.
https://doi.org/10.1108/intr-08-2018-0354
Mariani, M., Di Fatta, G. and Di Felice, M. (2018), “Understanding customer satisfaction with
services by leveraging big-data: the role of services attributes and consumers’ cultural
background”, IEEE Access, Vol. 7, pp. 8195-8208.
Muñoz-Leiva, F., Liébana-Cabanillas, F., & Hernández-Méndez, J. (2018). Etourism advertising
effectiveness: banner type and engagement as moderators. Journal of Services Marketing,
32(4), 462–475. https://doi.org/10.1108/jsm-01-2017-0039
Nambisan, S., & Baron, R. A. (2007). Interactions in virtual customer environments:
Implications for product support and customer relationship management. Journal of
Interactive Marketing, 21(2), 42–62
Ostrom, A. L., Bitner, M. J., Brown, S. W., Burkhard, K. A., Goul, M., Smith-Daniels, V.,
et al. (2010). Moving forward and making a difference: Research priorities for the
science of service. Journal of Service Research, 13(1), 4–36.
Pansari, A., & Kumar, V. (2016). Customer engagement: The construct, antecedents and
consequences. Journal of the Academy of Marketing Science, 45(3), 294–311.
https://doi.org/10.1007/s11747‐016‐0485‐6
Patterson, P., Yu, T. and De Ruyter, K. (2006), “Understanding customer engagement in
services”,
paper presented December 4-6 at ANZMAC 2006 Conference: Advancing Theory,
Maintaining Relevance, Brisbane
Phang, C. W., Zhang, C., & Sutanto, J. (2013). The influence of user interaction and
participation in social media on the consumption intention of niche products.
Information & Management, 50, 661e672.
Phang, C.W., Zhang, C. and Sutanto, J. (2013), “The influence of user interaction and
participation in social media on the consumption intention of niche products”, Information
& Management, Vol. 50 No. 8, pp. 661-672
Preckel, A., & Weber, P. (2011). Social Customer Relationship Management (SCRM). Business
+ Innovation, 2(3), 45–53. https://doi.org/10.1365/s35789-011-0027-y
Rasoolimanesh, S. M., Md Noor, S., Schuberth, F., & Jaafar, M. (2019). Investigating the effects
of tourist engagement on satisfaction and loyalty. The Service Industries Journal, 39(7–8),
559–574. https://doi.org/10.1080/02642069.2019.1570152
Romero, J. (2017). Exploring customer engagement in tourism. Journal of Vacation Marketing,
24(4), 293–306. https://doi.org/10.1177/1356766717725561
Roy, S. K., Shekhar, V., Lassar, W. M. & Chen, T. (2018b). "Customer engagement behaviors:
The role of service convenience, fairness and quality". Journal of Retailing and Consumer
Services, 44, 293-304.
Sawhney, M., Verona, G., & Prandelli, E. (2005). Collaborating to create: The internet as a
platform for customer engagement in product innovation. Journal of Interactive
Marketing, 19(4), 4–17
Sharma, N., & Sarmah, B. (2019). Consumer engagement in village eco-tourism: A case of the
cleanest village in Asia – Mawlynnong. Journal of Global Scholars of Marketing Science,
29(2), 248–265. https://doi.org/10.1080/21639159.2019.1577692
So, K. K. F., & Li, X. R. (2020). Customer Engagement in Hospitality and Tourism Services.
Journal of Hospitality & Tourism Research, 44(2), 171–177.
https://doi.org/10.1177/1096348019900010
So, K. K. F., King, C., & Sparks, B. (2014). Customer engagement with tourism brands: Scale
development and validation. Journal of Hospitality & Tourism Research, 38(3), 304-
329.
So, K. K. F., King, C., Sparks, B. A., & Wang, Y. (2016). The role of customer engagement in
building consumer loyalty to tourism brands. Journal of Travel Research, 55(1), 64-78.
Taheri, B., Jafari, A., & O'Gorman, K. (2014). Keeping your audience: Presenting a visitor
engagement scale. Tourism Management, 42, 321-329.
So, K. K. F., Li, X. R., & Kim, H. (2019). A Decade of Customer Engagement Research in
Hospitality and Tourism: A Systematic Review and Research Agenda. Journal of
Hospitality & Tourism Research, 44(2), 178–200.
https://doi.org/10.1177/1096348019895562
So, K. K. F., Wei, W., & Martin, D. (2020). Understanding customer engagement and social
media activities in tourism: A latent profile analysis and cross-validation. Journal of
Business Research. https://doi.org/10.1016/j.jbusres.2020.05.054
Thakur, R. (2018). "Customer engagement and online reviews". Journal of Retailing and
Consumer Services, 41, 48-59
Thomas-Francois, K., Joppe, M., & von Massow, M. (2020). The impact of customer
engagement and service leadership on the local food value chain of hotels. Journal of
Hospitality and Tourism Insights, 4(1), 35–58. https://doi.org/10.1108/jhti-03-2020-0031
Ting, D. H., Abbasi, A. Z., & Ahmed, S. (2020). Examining the mediating role of social
interactivity between customer engagement and brand loyalty. Asia Pacific Journal of
Marketing and Logistics, ahead-of(ahead-of-print). https://doi.org/10.1108/apjml-10-2019-
0576
Van Doorn J, Lemon KN, Mittal V, et al. (2010) Customer engagement behavior: theoretical
foundations and research directions. Journal of Service Research 13(3): 253–266
Van Doorn, J., Lemon, K. N., Mittal, V., Nass, S., Pick, D., Pirner, P., & Verhoef, P. C. (2010).
Customer engagement behavior: theoretical foundations and research directions. Journal of
Service Research, 13(3), 253-266.
Van Doorn, J., Lemon, K.N., Mittal, V., Nass, S., Pick, D., Pirner, P. and Verhoef, P.C. (2010).
Customer Engagement Behavior: Theoretical Foundations and Research Directions. Journal
of Service Research, 13(3): 253-266.
Vargo, S.L. and Lusch, R.F. (2008), “Service-dominant logic: continuing the evolution”, Journal
of the Academy of Marketing Science, Vol. 36 No. 1, pp. 1-10.
Verhoef. Jenny van Doorn, and Matilda Dorotic (2007), ‘‘Customer Value Management: An
Overview,’’ Marketing: Journal of Research and Management, 2, 51-68
Vivek, S. D., Beatty, S. E., & Morgan, R. M. (2012). Customer engagement: Exploring customer
relationships beyond purchase. Journal of Marketing Theory and Practice, 20(2), 122–146
Vivek, S.D., Beatty, S.E. and Morgan, R.M. (2012). Customer Engagement: Exploring
Customer Relationships Beyond Purchase. Journal of Marketing Theory and
Practice, 20(2), pp.122–146
Vivek, S.D., Beatty, S.E., Morgan, R.M Consumer engagement: Exploring customer
relationships beyond purchase. Marketing Theory and Practice, forthcoming
Xu, F., & Wang, Y. (2020). Enhancing employee innovation through customer
engagement: The role of customer interactivity, employee affect and motivations. Journal
of Hospitality & Tourism Research, 44, 351-376. https://doi.
org/10.1177/1096348019893043
Yousaf, A., Amin, I., Jaziri, D., & Mishra, A. (2020). Effect of message orientation/vividness on
consumer engagement for travel brands on social networking sites. Journal of Product &
Brand Management, 30(1), 44–57. https://doi.org/10.1108/jpbm-08-2019-2546
Zaichkowsky, J. L. (1985). Measuring the involvement construct. Journal of Consumer
Research, 12(3), 341–352.

You might also like