Change search
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf
Measuring the value of customer engagement metrics
Jönköping University, Jönköping International Business School, JIBS, Business Administration. Jönköping University, Jönköping International Business School, JIBS, Centre for Family Entrepreneurship and Ownership (CeFEO). Jönköping University, Jönköping International Business School, JIBS, Media, Management and Transformation Centre (MMTC).ORCID iD: 0000-0002-6633-632X
University of Reading, United Kingdom.
2023 (English)In: Handbook of Customer Engagement in Tourism Marketing / [ed] R. A. Rather, H. Ramkissoon, Edward Elgar Publishing, 2023, p. 73-85Chapter in book (Other academic)
Abstract [en]

Customer engagement is an important topic for organisations, providing a range of outcomes, including contributing to their financial performance. For tourism establishments and destinations, having engagement tourisms can result in repeat visits and positive comments. The importance of engagement means that it needs to be measured. The purpose of this chapter is to examine diverse metrics that can be used to measure online and offline engagement and how they can be used by tourism establishments. It includes behaviour and perceptions which are measured using a range of metrics. It is proposed that customer engagement value comprises several metrics across a range of transactional and non-transactional behaviours, including referrals. Each of these metrics and their associated measurement techniques are presented and their application to the hospitality industry is indicated.

Place, publisher, year, edition, pages
Edward Elgar Publishing, 2023. p. 73-85
Keywords [en]
Customer influence value, Customer knowledge value, Customer lifetime value, Customer referral value, Value
National Category
Business Administration
Identifiers
URN: urn:nbn:se:hj:diva-63082DOI: 10.4337/9781802203943.00014Scopus ID: 2-s2.0-85178977899ISBN: 9781802203936 (print)ISBN: 9781802203943 (electronic)OAI: oai:DiVA.org:hj-63082DiVA, id: diva2:1821146
Available from: 2023-12-19 Created: 2023-12-19 Last updated: 2023-12-19Bibliographically approved

Open Access in DiVA

No full text in DiVA

Other links

Publisher's full textScopus

Authority records

Berndt, Adele

Search in DiVA

By author/editor
Berndt, Adele
By organisation
JIBS, Business AdministrationJIBS, Centre for Family Entrepreneurship and Ownership (CeFEO)JIBS, Media, Management and Transformation Centre (MMTC)
Business Administration

Search outside of DiVA

GoogleGoogle Scholar

doi
isbn
urn-nbn

Altmetric score

doi
isbn
urn-nbn
Total: 103 hits
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf