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研究生: 左佳恩
Hartono, Jessica Maria
論文名稱: The Effect of Antecedents and Consequences of Customer Engagement in the Tourism Website
The Effect of Antecedents and Consequences of Customer Engagement in the Tourism Website
指導教授: 王鈿
Wang, Tien
學位類別: 碩士
Master
系所名稱: 管理學院 - 國際經營管理研究所
Institute of International Management
論文出版年: 2019
畢業學年度: 107
語文別: 英文
論文頁數: 66
外文關鍵詞: Customer engagement, Perception-based antecedents, Consequences of customer engagement, Tourism-website
相關次數: 點閱:54下載:1
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  • Derived from service-dominant logic, customer engagement gained its popularity for the past years. Previous research tries to understand the multidimensionality of customer engagement, therefore this also try to prove the multidimensionality of customer engagement with new dimension, social dimension, empirically. This study use perception-based antecedents and destination familiarity as the antecedents and website advocacy, intention to visit destinations and perceived authenticity as the consequences of customer engagement in tourism website. This study used 467 participants in the study and bring some theoretical and managerial implications.

    TABLE OF CONTENTS ABSTRACT I ACKNOWLEDGEMENTS II TABLE OF CONTENTS III LIST OF TABLES V LIST OF FIGURES VII CHAPTER ONE INTRODUCTION 1 1.1 Research Background. 1 1.2 Research Gap and Research Objective. 2 1.3 Research Contribution. 4 CHAPTER TWO LITERATURE REVIEW 6 2.1 Customer Engagement. 6 2.1.1 Definitions of Customer Engagement. 10 2.1.2 Multidimensionality of Customer Engagement. 14 2.2 Antecedents of Customer Engagement. 17 2.2.1 Exploration Potential. 18 2.2.2 Sense-making Potential. 20 2.2.3 Destination Familiarity. 21 2.3 Consequences of Customer Engagement. 22 2.3.1 Website Advocacy. 22 2.3.2 Intention to Visit Destination. 23 2.3.3 Perceived Authenticity. 23 2.4 Tourism and Tourism Website. 24 CHAPTER THREE RESEARCH DESIGN AND METHODOLOGY 27 3.1 Research Framework. 27 3.2 Measurement of Website Features and Destination Familiarity. 28 3.3 Measurements of Customer Engagement. 30 3.4 Measurement of Consequences of Customer Engagement. 33 3.5 Research Procedures. 35 3.6 Data Analysis Procedure. 35 CHAPTER FOUR RESEARCH RESULTS 37 4.1 Participants Characteristics. 37 4.2 Analysis of Descriptive Statistics. 40 4.3 Factor Analysis and Reliability Test. 42 4.4 Discriminant Validity. 46 4.5 Structural Equation Modelling. 49 CHAPTER FIVE CONCLUSION AND SUGGESTIONS 52 5.1 Research Discussion. 52 5.2 Research Implications. 55 5.3 Managerial Implications. 56 5.3 Research Limitations and Future Research Suggestions. 57 REFERENCES 58

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