Engaging psychologically or behaviourally? A segmentation of the integrated resort customers

IF 7.3 2区管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM

Tourism Management Perspectives Pub Date : 2024-09-18 DOI:10.1016/j.tmp.2024.101313

Tahir Albayrak , Lawrence Hoc Nang Fong , Meltem Caber , Carl Cater

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引用次数: 0

Abstract

Academic studies that highlight the importance of customer engagement for sustaining organisational success have generally assumed that engaged customers are a homogenous market segment. This study provides an alternative scholarly perspective by reconsidering the multidimensionality of customer engagement and uses cognitive, affective, and behavioural elements to segment customers. A cluster analysis with data from 574 integrated resort customers in Macau, China supports the three-dimensional structure, and additional analyses show that customers can be segmented into totally-engaged, shallowly-engaged, potentially-engaged, and non-engaged groups based on their psychological investment (which consists of cognitive and affective engagements) and behavioural engagement. The findings both address the dimensional structure of customer engagement in the market segmentation context and provide some valuable theoretical and market segment-related managerial implications.

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心理吸引还是行为吸引？综合度假村客户细分

强调客户参与对企业持续成功的重要性的学术研究通常认为，参与的客户是一个同质的细分市场。本研究提供了另一种学术视角，重新考虑了客户参与的多维性，并使用认知、情感和行为要素对客户进行细分。通过对中国澳门 574 名综合度假村顾客的数据进行聚类分析，支持了三维结构。其他分析表明，根据顾客的心理投入（包括认知投入和情感投入）和行为投入，可以将顾客细分为完全投入、浅度投入、潜在投入和非投入群体。研究结果既探讨了市场细分背景下客户参与的维度结构，也提供了一些有价值的理论和市场细分相关的管理启示。

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

Tourism Management Perspectives Multiple-

CiteScore

15.60

自引率

3.40%

发文量

审稿时长

59 days

期刊介绍： Tourism Management Perspectives is an interdisciplinary journal that focuses on the planning and management of travel and tourism. It covers topics such as tourist experiences, their consequences for communities, economies, and environments, the creation of image, the shaping of tourist experiences and perceptions, and the management of tourist organizations and destinations. The journal's editorial board consists of experienced international professionals and it shares the board with Tourism Management. The journal covers socio-cultural, technological, planning, and policy aspects of international, national, and regional tourism, as well as specific management studies. It encourages papers that introduce new research methods and critique existing ones in the context of tourism research. The journal publishes empirical research articles and high-quality review articles on important topics and emerging themes that enhance the theoretical and conceptual understanding of key areas within travel and tourism management.