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

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

Tourism Management Perspectives, Volume: 54, Start page: 101313

Swansea University Author: Carl Cater Orcid Logo

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DOI (Published version): 10.1016/j.tmp.2024.101313

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 eng...

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Published in: Tourism Management Perspectives
ISSN: 2211-9736
Published: Elsevier BV 2024
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URI: https://cronfa.swan.ac.uk/Record/cronfa67709
first_indexed 2024-10-24T10:03:58Z
last_indexed 2025-01-20T14:38:01Z
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spelling 2025-01-20T11:55:12.9482787 v2 67709 2024-09-18 Engaging psychologically or behaviourally? A segmentation of the integrated resort customers c03e617775c3e446fe240c1380954004 0000-0002-6673-0677 Carl Cater Carl Cater true false 2024-09-18 CBAE 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. Journal Article Tourism Management Perspectives 54 101313 Elsevier BV 2211-9736 Customer engagement; Market segmentation; Integrated resort; Macau 1 11 2024 2024-11-01 10.1016/j.tmp.2024.101313 COLLEGE NANME Management School COLLEGE CODE CBAE Swansea University This work was supported by the Research Grant provided by the [University of Macau] under Grant [number MYRG2022–00109-FBA]. 2025-01-20T11:55:12.9482787 2024-09-18T10:23:06.2761239 Faculty of Humanities and Social Sciences School of Management - Business Management Tahir Albayrak 1 Lawrence Hoc Nang Fong 2 Meltem Caber 3 Carl Cater 0000-0002-6673-0677 4 67709__32862__2b6e96a1bef9442b9580ab4232572778.pdf TMP-D-24-00166_accepted.pdf 2024-11-06T13:28:48.0669331 Output 2419455 application/pdf Accepted Manuscript true Author accepted manuscript document released under the terms of a Creative Commons CC-BY licence using the Swansea University Research Publications Policy (rights retention). true eng https://creativecommons.org/licenses/by/4.0/deed.en
title Engaging psychologically or behaviourally? A segmentation of the integrated resort customers
spellingShingle Engaging psychologically or behaviourally? A segmentation of the integrated resort customers
Carl Cater
title_short Engaging psychologically or behaviourally? A segmentation of the integrated resort customers
title_full Engaging psychologically or behaviourally? A segmentation of the integrated resort customers
title_fullStr Engaging psychologically or behaviourally? A segmentation of the integrated resort customers
title_full_unstemmed Engaging psychologically or behaviourally? A segmentation of the integrated resort customers
title_sort Engaging psychologically or behaviourally? A segmentation of the integrated resort customers
author_id_str_mv c03e617775c3e446fe240c1380954004
author_id_fullname_str_mv c03e617775c3e446fe240c1380954004_***_Carl Cater
author Carl Cater
author2 Tahir Albayrak
Lawrence Hoc Nang Fong
Meltem Caber
Carl Cater
format Journal article
container_title Tourism Management Perspectives
container_volume 54
container_start_page 101313
publishDate 2024
institution Swansea University
issn 2211-9736
doi_str_mv 10.1016/j.tmp.2024.101313
publisher Elsevier BV
college_str Faculty of Humanities and Social Sciences
hierarchytype
hierarchy_top_id facultyofhumanitiesandsocialsciences
hierarchy_top_title Faculty of Humanities and Social Sciences
hierarchy_parent_id facultyofhumanitiesandsocialsciences
hierarchy_parent_title Faculty of Humanities and Social Sciences
department_str School of Management - Business Management{{{_:::_}}}Faculty of Humanities and Social Sciences{{{_:::_}}}School of Management - Business Management
document_store_str 1
active_str 0
description 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.
published_date 2024-11-01T02:49:10Z
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score 11.048453

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