Determinants of customer engagement behaviour in hospitality industry: evidence from Vietnam

IF 1.1 Q4 BUSINESS

International Journal of Business Environment Pub Date : 2023-01-01 DOI:10.1504/ijbe.2023.127695

Vo Thi Thu Hong, Gamal Sayed Ahmed Khalifa, Md. Sazzad Hossain, Nguyen Vu Hieu Trung, Safaa Abdelaleem Mohammad El Aidie, Mahmoud M. Hewedi, Elhussein M.S. Ali

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引用次数: 1

Abstract

The present study's purpose is to examine the relationships between customer-employee interaction (CEI), optimal distinctiveness (OD), perceived fairness (PF), functional quality (FQ), and customer engagement behaviour (CEB) in the hotel industry in Vietnam. This present study applied a quantitative design and surveyed questionnaires to the hotel. A total of 500 questionnaires were distributed and 389 questionnaires were received as valid responses from the hotel customers. The partial least square-structural equation modelling (PLS-SEM) was used for hypothesis testing as a unique tool for analysis. The results of the study identified that CEI, PF, and OD significantly impact FQ and CEB, and finally, FQ significantly impacts CEB. The salient research outcomes may help the hotel industry to identify the role of CEB as an organisational goal and a success factor. The role of customer engagement represents a new understanding and an insight into the hotel and customer relationships.

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酒店行业顾客参与行为的决定因素:来自越南的证据

本研究的目的是考察越南酒店业客户-员工互动(CEI)、最优独特性(OD)、感知公平(PF)、功能质量(FQ)和客户参与行为(CEB)之间的关系。本研究采用定量设计方法，对酒店进行问卷调查。共发放问卷500份，收到酒店顾客有效回复问卷389份。偏最小二乘结构方程模型(PLS-SEM)作为一种独特的分析工具用于假设检验。研究结果表明，CEI、PF和OD显著影响FQ和CEB，最后，FQ显著影响CEB。突出的研究成果可能有助于酒店业确定首席执行官作为组织目标和成功因素的作用。客户参与的作用代表了对酒店和客户关系的一种新的理解和洞察。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

International Journal of Business Environment BUSINESS-

CiteScore

2.00

自引率

23.10%

发文量

期刊介绍： Environmental dynamism is a widely-explored construct in organisation theory/strategic management literature. It has growing importance according to the degree of instability/turbulence of such key operating concerns as market/industry conditions as well as more general technological, economic, social, political forces. An organisation''s ability to adapt to changing environmental circumstances is key to survival. IJBE examines how firms behave under different types of environment and the external influences on businesses. It addresses a wide variety of business decisions/processes/activities within the business environment.