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Developing and validating a multidimensional tourist engagement scale (TES)

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  • Shuyue Huang
  • Hwan-Suk Chris Choi

Abstract

Customer engagement (CE) narrows the focus of experience to the interactive, value co-creative process between customers and company. Despite a few attempts measuring online engagement, we found no studies on fully operationalized engagement in the tourism destination. Considering the existing CE scales might not fully capture the scope of value co-creation process and its context-dependent nature, we proposed to develop a tourist engagement scale (TES) which incorporates more actors in value co-creation at the destination. Following the procedures of item generation, scale purification, and scale validation, we identified a 16-item, four-dimensional, second-order model of TES: social interaction, interaction with employees, relatedness, and activity-related tourist engagement (including immersed involvement and novelty-seeking). It provides various uses to DMOs and service providers, e.g. an assessment tool for tourist experience, a market segment tool, and a predictor to tourists’ behavioral intention. We contribute to the literature of tourist experience, value co-creation, and engagement study.

Suggested Citation

  • Shuyue Huang & Hwan-Suk Chris Choi, 2019. "Developing and validating a multidimensional tourist engagement scale (TES)," The Service Industries Journal, Taylor & Francis Journals, vol. 39(7-8), pages 469-497, June.
    • Handle: RePEc:taf:servic:v:39:y:2019:i:7-8:p:469-497
    DOI: 10.1080/02642069.2019.1576641
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    Citations

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    Cited by:

    1. Virginica Rusu & Cristian Rusu & Nicolás Matus & Federico Botella, 2023. "Tourist Experience Challenges: A Holistic Approach," Sustainability, MDPI, vol. 15(17), pages 1-32, August.
    2. Mai Thi My-Quyen & Le Nguyen Hau, 2021. "Transforming customer brand engagement to co-creation value through participation energy and effort," Service Business, Springer;Pan-Pacific Business Association, vol. 15(3), pages 493-514, September.
    3. Jiang, Jingxian & Ellis, Gary D. & Ettekal, Andrea V. & Nelson, Chad, 2022. "Situational engagement experiences: Measurement options and theory testing," Journal of Business Research, Elsevier, vol. 150(C), pages 223-236.
    4. Lee, Won Seok & Tang, Ruohan & Moon, Joonho & Song, Myungkeun, 2022. "The structural relationship between a low-cost carrier’s service experience, corporate social responsibility, brand love, and reuse intention: The case of Southwest Airlines," Journal of Air Transport Management, Elsevier, vol. 102(C).
    5. Mariana Carvalho & Elisabeth Kastenholz & Maria João Carneiro, 2021. "Interaction as a Central Element of Co-Creative Wine Tourism Experiences—Evidence from Bairrada , a Portuguese Wine-Producing Region," Sustainability, MDPI, vol. 13(16), pages 1-20, August.
    6. Han, Xiaoyun & Zheng, Yundan & Prentice, Catherine & Chen, Shuping, 2024. "Firm engagement: Scale development and verification," Journal of Retailing and Consumer Services, Elsevier, vol. 80(C).

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