Edited by Raouf Ahmad Rather, IRC for Finance and Digital Economy, KFUPM Business School, King Fahd University of Petroleum and Minerals, Dhahran, Saudi Arabia and Haywantee Ramkissoon, Fellow of the Peer Review College, British Academy of Management, UK; Fellow of the Royal Geographical Society, UK; Professor, School of Management, College of Business & Law, Adelaide University, Australia; Distinguished Visiting Professor, School of Tourism and Hospitality, College of Business and Economics, University of Johannesburg, South Africa and Visiting Professor, Centre for Sustainable Societies, Taylor’s University, Malaysia

‘This is a “must read” source for researchers, teachers and practitioners in the field of customer engagement. It includes strong chapters on important topics related to customer engagement co-authored by leading scholars globally.’

• Contents:Preface xxiIntroduction to the Handbook of Customer Engagement in Tourism Marketing xxv1 Customer engagement in tourism and hospitality research 1Raouf Ahmad Rather, Haywantee Ramkissoon, Linda D. Hollebeek,and Sandra Maria Correia Loureiro2 Positive and negative customer engagement in the tourismindustry: should these constructs be studied separately? 25Jenely Dayana Villamediana-Pedrosa, Natalia Vila-López, InésKüster-Boluda, and Diana Kolbe3 Negative customer engagement behavior in online socialnetworks: understanding the nuance 43Matthew Alexander and Jaylan Azer4 Customer engagement conceptualization and conceptual links 56Shuyue Huang5 Measuring the value of customer engagement metrics 73Adele D. Berndt and Daniel J. Petzer6 Promotion of urban tourism: an analysis of customerengagement on Instagram in two Spanish cities 86Juan Tugores-Ques, María Bonilla-Quijada and Joan Ripoll-i-Alcon7 Connecting the dots between customer-perceived value oftravel vlogs and Generation Z travel intention: the mediatingrole of online customer engagement 99Yangyang Jiang, Xiya Zhang, M. S. Balaji and Tenghao Wang8 The influence of customer engagement on destination loyaltyfrom a destination marketing organisation perspective 115Catarina Calisto de Freitas, Ricardo Godinho Bilro, and SusanaHenriques Marques9 Tourists’ affective, cognitive, and behavioral engagementthrough destination brand reputation 129Raouf Ahmad Rather and Farhat Amin10 Customer engagement and employee engagement, two sides ofa coin: intellectual structures using bibliometric analysis 142Mohsin Abdur Rehman, Zuhair Abbas, Raouf Ahmad Rather, MaroofKhalil, and Shoaib Muhammad11 Customer engagement and trust: the moderating role of ageand gender 158Imran Khan and Mobin Fatma12 The impact of virtual reality on customer engagement intourism marketing: do age, gender and buyer readiness matter? 170Kim Willems and Malaika Brengman13 Customer engagement in evolving technological environments 187Carlos Flavián and Sergio Barta14 Consumer engagement in tourism-based images on socialnetworking sites and behavioral intention to visit a destination 201Khalil Hussain, Amir Zaib Abbasi, Muddasar Ghani Khwaja, andTing Ding Hooi15 Cross-cultural co-creation of a tourist site: the emic and etic makings 218Young-Sook Lee, Line Mathisen and Siri Ulfsdatter Søreng16 Customer experience and revisit intention: implicationsof redesigning hospitality services through technologicalinnovations and servicescape reorganisation 231Erisher Woyo17 Eliciting tourists’ commitment through tourist engagement:evidence from the tourism destination industry 246Raouf Ahmad Rather and Farhat Amin18 Impact of COVID-19 on tourism customer engagement:a cross-destination comparison 261Jesús Cambra-Fierro, María Fuentes-Blasco, Lily (Xuehui) Gao,María Eugenia López-Pérez and Iguácel Melero-Polo19 Customer engagement in the tourism industry at the time ofCOVID-19: an exploratory study 278Francesca Cabiddu, Ludovica Moi, and Gianluca Pusceddu20 From communication to customer engagement: insights froma tourist destination before and during COVID-19 291Jesús Cambra-Fierro, María Fuentes-Blasco, Lily (Xuehui) Gao andIguácel Melero-Polo21 Post-COVID-19-based customer engagement creation andcontributions in tourism and hospitality social media: anintegrative framework and future research directions 312Raouf Ahmad Rather, Khalid Mehmood, Tareq Rasul, Lisa Cain, andHuda Khan22 Conclusion: revisiting customer engagement and scope forfuture research 330Raouf Ahmad RatherIndex

Edited by Raouf Ahmad Rather, IRC for Finance and Digital Economy, KFUPM Business School, King Fahd University of Petroleum and Minerals, Dhahran, Saudi Arabia and Haywantee Ramkissoon, Fellow of the Peer Review College, British Academy of Management, UK; Fellow of the Royal Geographical Society, UK; Professor, School of Management, College of Business & Law, Adelaide University, Australia; Distinguished Visiting Professor, School of Tourism and Hospitality, College of Business and Economics, University of Johannesburg, South Africa and Visiting Professor, Centre for Sustainable Societies, Taylor’s University, Malaysia

‘This is a “must read” source for researchers, teachers and practitioners in the field of customer engagement. It includes strong chapters on important topics related to customer engagement co-authored by leading scholars globally.’

• Contents:Preface xxiIntroduction to the Handbook of Customer Engagement in Tourism Marketing xxv1 Customer engagement in tourism and hospitality research 1Raouf Ahmad Rather, Haywantee Ramkissoon, Linda D. Hollebeek,and Sandra Maria Correia Loureiro2 Positive and negative customer engagement in the tourismindustry: should these constructs be studied separately? 25Jenely Dayana Villamediana-Pedrosa, Natalia Vila-López, InésKüster-Boluda, and Diana Kolbe3 Negative customer engagement behavior in online socialnetworks: understanding the nuance 43Matthew Alexander and Jaylan Azer4 Customer engagement conceptualization and conceptual links 56Shuyue Huang5 Measuring the value of customer engagement metrics 73Adele D. Berndt and Daniel J. Petzer6 Promotion of urban tourism: an analysis of customerengagement on Instagram in two Spanish cities 86Juan Tugores-Ques, María Bonilla-Quijada and Joan Ripoll-i-Alcon7 Connecting the dots between customer-perceived value oftravel vlogs and Generation Z travel intention: the mediatingrole of online customer engagement 99Yangyang Jiang, Xiya Zhang, M. S. Balaji and Tenghao Wang8 The influence of customer engagement on destination loyaltyfrom a destination marketing organisation perspective 115Catarina Calisto de Freitas, Ricardo Godinho Bilro, and SusanaHenriques Marques9 Tourists’ affective, cognitive, and behavioral engagementthrough destination brand reputation 129Raouf Ahmad Rather and Farhat Amin10 Customer engagement and employee engagement, two sides ofa coin: intellectual structures using bibliometric analysis 142Mohsin Abdur Rehman, Zuhair Abbas, Raouf Ahmad Rather, MaroofKhalil, and Shoaib Muhammad11 Customer engagement and trust: the moderating role of ageand gender 158Imran Khan and Mobin Fatma12 The impact of virtual reality on customer engagement intourism marketing: do age, gender and buyer readiness matter? 170Kim Willems and Malaika Brengman13 Customer engagement in evolving technological environments 187Carlos Flavián and Sergio Barta14 Consumer engagement in tourism-based images on socialnetworking sites and behavioral intention to visit a destination 201Khalil Hussain, Amir Zaib Abbasi, Muddasar Ghani Khwaja, andTing Ding Hooi15 Cross-cultural co-creation of a tourist site: the emic and etic makings 218Young-Sook Lee, Line Mathisen and Siri Ulfsdatter Søreng16 Customer experience and revisit intention: implicationsof redesigning hospitality services through technologicalinnovations and servicescape reorganisation 231Erisher Woyo17 Eliciting tourists’ commitment through tourist engagement:evidence from the tourism destination industry 246Raouf Ahmad Rather and Farhat Amin18 Impact of COVID-19 on tourism customer engagement:a cross-destination comparison 261Jesús Cambra-Fierro, María Fuentes-Blasco, Lily (Xuehui) Gao,María Eugenia López-Pérez and Iguácel Melero-Polo19 Customer engagement in the tourism industry at the time ofCOVID-19: an exploratory study 278Francesca Cabiddu, Ludovica Moi, and Gianluca Pusceddu20 From communication to customer engagement: insights froma tourist destination before and during COVID-19 291Jesús Cambra-Fierro, María Fuentes-Blasco, Lily (Xuehui) Gao andIguácel Melero-Polo21 Post-COVID-19-based customer engagement creation andcontributions in tourism and hospitality social media: anintegrative framework and future research directions 312Raouf Ahmad Rather, Khalid Mehmood, Tareq Rasul, Lisa Cain, andHuda Khan22 Conclusion: revisiting customer engagement and scope forfuture research 330Raouf Ahmad RatherIndex

Edited by Raouf Ahmad Rather, IRC for Finance and Digital Economy, KFUPM Business School, King Fahd University of Petroleum and Minerals, Dhahran, Saudi Arabia and Haywantee Ramkissoon, Fellow of the Peer Review College, British Academy of Management, UK; Fellow of the Royal Geographical Society, UK; Professor, School of Management, College of Business & Law, Adelaide University, Australia; Distinguished Visiting Professor, School of Tourism and Hospitality, College of Business and Economics, University of Johannesburg, South Africa and Visiting Professor, Centre for Sustainable Societies, Taylor’s University, Malaysia

‘This is a “must read” source for researchers, teachers and practitioners in the field of customer engagement. It includes strong chapters on important topics related to customer engagement co-authored by leading scholars globally.’

• Contents:Preface xxiIntroduction to the Handbook of Customer Engagement in Tourism Marketing xxv1 Customer engagement in tourism and hospitality research 1Raouf Ahmad Rather, Haywantee Ramkissoon, Linda D. Hollebeek,and Sandra Maria Correia Loureiro2 Positive and negative customer engagement in the tourismindustry: should these constructs be studied separately? 25Jenely Dayana Villamediana-Pedrosa, Natalia Vila-López, InésKüster-Boluda, and Diana Kolbe3 Negative customer engagement behavior in online socialnetworks: understanding the nuance 43Matthew Alexander and Jaylan Azer4 Customer engagement conceptualization and conceptual links 56Shuyue Huang5 Measuring the value of customer engagement metrics 73Adele D. Berndt and Daniel J. Petzer6 Promotion of urban tourism: an analysis of customerengagement on Instagram in two Spanish cities 86Juan Tugores-Ques, María Bonilla-Quijada and Joan Ripoll-i-Alcon7 Connecting the dots between customer-perceived value oftravel vlogs and Generation Z travel intention: the mediatingrole of online customer engagement 99Yangyang Jiang, Xiya Zhang, M. S. Balaji and Tenghao Wang8 The influence of customer engagement on destination loyaltyfrom a destination marketing organisation perspective 115Catarina Calisto de Freitas, Ricardo Godinho Bilro, and SusanaHenriques Marques9 Tourists’ affective, cognitive, and behavioral engagementthrough destination brand reputation 129Raouf Ahmad Rather and Farhat Amin10 Customer engagement and employee engagement, two sides ofa coin: intellectual structures using bibliometric analysis 142Mohsin Abdur Rehman, Zuhair Abbas, Raouf Ahmad Rather, MaroofKhalil, and Shoaib Muhammad11 Customer engagement and trust: the moderating role of ageand gender 158Imran Khan and Mobin Fatma12 The impact of virtual reality on customer engagement intourism marketing: do age, gender and buyer readiness matter? 170Kim Willems and Malaika Brengman13 Customer engagement in evolving technological environments 187Carlos Flavián and Sergio Barta14 Consumer engagement in tourism-based images on socialnetworking sites and behavioral intention to visit a destination 201Khalil Hussain, Amir Zaib Abbasi, Muddasar Ghani Khwaja, andTing Ding Hooi15 Cross-cultural co-creation of a tourist site: the emic and etic makings 218Young-Sook Lee, Line Mathisen and Siri Ulfsdatter Søreng16 Customer experience and revisit intention: implicationsof redesigning hospitality services through technologicalinnovations and servicescape reorganisation 231Erisher Woyo17 Eliciting tourists’ commitment through tourist engagement:evidence from the tourism destination industry 246Raouf Ahmad Rather and Farhat Amin18 Impact of COVID-19 on tourism customer engagement:a cross-destination comparison 261Jesús Cambra-Fierro, María Fuentes-Blasco, Lily (Xuehui) Gao,María Eugenia López-Pérez and Iguácel Melero-Polo19 Customer engagement in the tourism industry at the time ofCOVID-19: an exploratory study 278Francesca Cabiddu, Ludovica Moi, and Gianluca Pusceddu20 From communication to customer engagement: insights froma tourist destination before and during COVID-19 291Jesús Cambra-Fierro, María Fuentes-Blasco, Lily (Xuehui) Gao andIguácel Melero-Polo21 Post-COVID-19-based customer engagement creation andcontributions in tourism and hospitality social media: anintegrative framework and future research directions 312Raouf Ahmad Rather, Khalid Mehmood, Tareq Rasul, Lisa Cain, andHuda Khan22 Conclusion: revisiting customer engagement and scope forfuture research 330Raouf Ahmad RatherIndex