The thematic evolution of customer engagement research: a comparative systematic review and bibliometric analysis

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Kevin Kam Fung So ◽  
Hyunsu Kim ◽  
Ceridwyn King
Keyword(s):  
Systematic Review ◽  
State Of The Art ◽  
Objective Assessment ◽  
Customer Engagement ◽  
Future Research ◽  
Content Type ◽  
The Status ◽  
Art Analysis ◽  
Hospitality And Tourism ◽  
Marketing Service

Purpose This study aims to serve as an important resource for customer engagement (CE) researchers by presenting a comprehensive, up-to-date and objective assessment of the status and evolution of the CE literature. This purpose is achieved through simultaneous consideration and separate analyses of both the marketing/service and hospitality/tourism literature where CE research dominates. Design/methodology/approach This study integrated three review techniques, including a systematic review technique, evaluative technique and relational technique, to present a state-of-the-art analysis of 236 articles. It provides an updated picture of scientific research on CE, as well as the thematic evolution and structure of the CE literature across the two disciplines. Findings Through a comprehensive review of the CE literature in marketing/service and hospitality/tourism domains, the present study findings build a robust foundation to evaluate how this strand of literature has developed and evolved over time. More importantly, a comparative and quantitative analysis of marketing/service and hospitality/tourism journals delivers actionable insight for hospitality and tourism scholars. Research limitations/implications This study reframes the scientific knowledge regarding the evolution of CE literature, along with interrelation patterns, to advance relevant studies in hospitality and tourism. Findings offer a broadened perspective on the concept’s scholarly development and current research trends, thereby charting a new path for future research. Originality/value By adopting three review techniques, to the best of the authors’ knowledge, this state-of-the-art analysis is the first to compare and synthesize a large volume of marketing/service and hospitality/tourism research, assembling a springboard from which to evaluate how CE studies have developed.

Sport in business studies: a state-of-the-art literature review

2018 ◽  
Vol 8 (5) ◽  
pp. 529-546
Author(s):  
Christofer Laurell ◽  
Sten Soderman
Keyword(s):  
Systematic Review ◽  
Literature Review ◽  
Marketing Strategy ◽  
Design Methodology ◽  
State Of The Art ◽  
Future Research ◽  
Content Type ◽  
Business Studies ◽  
Current State ◽  
State Of Research

PurposeThe purpose of this paper is to provide a systematic review of articles on sport published in leading business studies journals within marketing, organisational studies and strategy.Design/methodology/approachBased on a review of 38 identified articles within the subfields of marketing, strategy and organisation studies published between 2000 and 2015, the articles’ topical, theoretical and methodological orientation within the studied subfields were analysed followed by a cross-subfield analysis.FindingsThe authors identify considerable differences in topical, theoretical and methodological orientation among the studied subfields’ associated articles. Overall, the authors also find that articles across all subfields tend to be focussed on contributing to mature theory, even though the subfield of marketing in particular exhibits contributions to nascent theory in contrast to organisation studies and strategy.Originality/valueThis paper contributes by illustrating the current state of research that is devoted or related to the phenomenon of sport within three subfields in business studies. Furthermore, the authors discuss the role played by leading business studies journalsvis-à-vissport sector-specific journals and offer avenues for future research.

A systematic review of research on innovation in hospitality and tourism

2016 ◽  
Vol 28 (3) ◽  
pp. 516-558 ◽  
Author(s):  
Doris Omerzel Gomezelj
Keyword(s):  
Systematic Review ◽  
Bibliometric Analysis ◽  
Quantitative Methods ◽  
Citation Index ◽  
The Body ◽  
Future Research ◽  
General Level ◽  
Content Type ◽  
Innovation Research ◽  
Hospitality And Tourism

Purpose The purpose of this paper is to identify the state of academic research on innovation in tourism. The authors present a systematic review of the literature, different research approaches and perspectives on tourism innovation; offer a synthesis of our findings and provide a discussion and proposals for future research. Design/methodology/approach Existing studies on innovation in hospitality and tourism (included in the Web of Knowledge database) were reviewed, and their limitations were identified. A procedure used in previous studies (Crossan and Apaydin, 2010; Tranfield et al., 2003; Becheikh et al., 2006) was applied. Moreover, aiming to reveal theoretical foundations of tourism innovation research and identify their structure, a bibliometric analysis was performed. Findings This paper identifies 152 published papers that represent the major efforts in expanding the body of research on innovation in hospitality and tourism. The importance of innovation for business and regional competitiveness and success has been recognised by both researchers and practitioners. In the papers included in the sample of this paper, the authors identified a general consensus that much remains to be done in the development of the theory of innovation in tourism. Through bibliometric analysis, nine co-citation networks, or clusters, were retrieved by applying co-citation relations among the most cited authors. The examination of these nine clusters revealed some dominant themes that characterise the field. Research limitations/implications The authors used three databases: Science Citation Index Expanded, Social Sciences Citation Index (SSCI) and Arts & Humanities Citation Index. While these databases may not include all relevant research, the authors, nonetheless, believe that by using a rigorous procedure in reviewing the literature systematically, they were able to reduce the probability of neglecting any information that would critically change the content of the present paper. Practical implications The aim of this paper was to bring together the prior research with presently existing models that may be used in further research. For the continuation of the research, the authors propose additional studies with the aim of theory development. By introducing new theoretical ideas and theoretical models, more qualitative and inductive research would help to stimulate further work. As stated above, researchers could go further by undertaking quantitative methods to empirically verify the theoretically proposed models. Originality/value Since the last review (Hjalager, 2010) of past studies in tourism innovation, mostly focusing on studies up to 2009, tourism innovation research has grown noticeably in terms of diverse topics. In this paper’s database, the year with the most publications was 2012 with 48 papers, followed by 2014 with 42 (by 19 September), 2010 and 2011 with 41 and 2009 with 29. To the authors’ knowledge, no updated reviews focusing on innovation in tourism have been published recently. This study, consisting of a systematic review of academic literature, includes analyses of the international context, the methodology used, the points of view, the level of analysis (micro-level, macro-level and general level) and the type of innovation discussed in the paper. Moreover, the authors did not find any studies that used bibliometric analysis to identify the structure of the theoretical foundation of research in the area of innovation in tourism.

The transpiring journey of customer engagement research in marketing

2016 ◽  
Vol 54 (8) ◽  
pp. 2008-2034 ◽  
Author(s):  
Jamid Ul Islam ◽  
Zillur Rahman
Keyword(s):  
Systematic Review ◽  
Developed Countries ◽  
Research Area ◽  
Customer Engagement ◽  
Future Research ◽  
Extensive Literature ◽  
Content Type ◽  
Customer Base ◽  
Current Scenario ◽  
Definition Of

Purpose To understand how customer engagement has been researched in the last decade, the purpose of this paper is to provide a systematic review of customer engagement research in the existing literature, derive a comprehensive definition of customer engagement and summarize few important and basic issues that future research should address. Design/methodology/approach An extensive literature review was carried out on customer engagement spread over 38 journals identified from online academic databases of Scopus, Emerald, EBSCOS and Science Direct. A total of 66 conceptual and empirical articles on customer engagement research spanning from 2005 to 2015 were analyzed based on different classification schemes. Findings Customer engagement is becoming a key concept in marketing. Customer engagement is a multi-dimensional concept comprising of cognitive, emotional, behavioral and social dimensions. The theoretical foundations of this concept predominantly lie with relationship marketing and service-dominant logic. Research on customer engagement has gained a significant pace in the last six years (2010-2015) but most of the articles on customer engagement have come from developed countries. Research limitations/implications By providing the distribution schema of customer engagement articles based on different criteria and by highlighting the future research avenues, this study is believed to serve as a valuable tool for researchers to understand the current scenario of customer engagement research in the marketing discipline and take this research area forward. This study acknowledges limitations with respect to its exclusive search criteria, which might affect its generalizability. Practical implications This study exhibits the favorable outcomes organizations can derive by building and managing an engaged customer base. The more an organization knows about how to engage its customers, the better adept it will be to enact so. Therefore, understanding customer engagement is imperative in that regard; this review will help organizations comprehend that better. Originality/value This is the first systematic review of customer engagement that provides a detailed understanding of the current state of customer engagement research on a single platform and also draws a comprehensive customer engagement conceptualization.

Environmental training: a systematic review of the state of the art of the theme

2019 ◽  
Vol 27 (7) ◽  
pp. 2048-2076 ◽  
Author(s):  
Nelson Oliveira Stefanelli ◽  
Adriano Alves Teixeira ◽  
Jorge Henrique Caldeira De Oliveira ◽  
Marco Antonio Ferreira ◽  
Simone Sehnem
Keyword(s):  
Systematic Review ◽  
Environmental Management ◽  
Research Agenda ◽  
Management Practices ◽  
State Of The Art ◽  
Developed Countries ◽  
The State ◽  
Future Research ◽  
Maturity Stage ◽  
Content Type

Purpose The purpose of this paper is to carry out a systematic review of the state of the art of the environmental training theme and to propose a research agenda to shed light on this subject by suggesting new research in the area. Design/methodology/approach This is a systematic review of the state of the art of the environmental training theme. Findings The authors’ main contribution is the proposal of a research agenda with 11 recommendations for future research, such as conducting research in developed countries; research focusing only on environmental training; qualitative research using case studies; research that explores the co-evolution of environmental training practices with environmental management practices and with the maturity stage of environmental management in organizations; and research that addresses all aspects of environmental training phases proposed by ISO 10015: 2001. Originality/value This is the most recent research which conducts a systematic review of the state of the art on environmental training and proposes a research agenda with several suggestions that can guide researchers in human resources, environmental management, sustainability and supply chain management.

Craft beer – a systematic literature review and research agenda

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Edgar Nave ◽  
Paulo Duarte ◽  
Ricardo Gouveia Rodrigues ◽  
Arminda Paço ◽  
Helena Alves ◽  
...  
Keyword(s):  
Systematic Review ◽  
Content Analysis ◽  
Future Research ◽  
Scientific Publications ◽  
Content Type ◽  
Craft Beer ◽  
Cluster Identification ◽  
The Status ◽  
Research Propositions ◽  
Practical Implications

Purpose In recent years, the craft beer (CB) industry has gained impetus and has experienced significant growth in scientific publications. This study aims to present a systematic review of the literature on CB in areas related to economic and business sciences. Design/methodology/approach Based on the data from Scopus, Web of Science and a set of articles not indexed to these databases until June 2021, a total of 132 articles were included for analysis, using bibliometric and content analysis techniques. Findings The study allowed us to identify that CB has four main clusters/themes of research, namely, CB industry and market, marketing and branding, consumer behavior and sustainability. Detailed information on the clusters is provided. In addition, the results showed that publications addressing CB have grown significantly from 2015 onwards and are dispersed across many journals, with none assuming a clear leadership. Quantitative approaches account for more than half of publications. Research limitations/implications This study is a useful guide for academics intending to develop studies with CB. It provides a framework to structure future research by identifying existing literature clusters and proposes several research propositions. Practical implications The findings from this study are useful for CB companies to get an overview of the main issues affecting the CB industry and market to be able to adapt their strategies and stay aligned with market tendencies in the four main clusters identified. Originality/value This is the first systematic review of CB. Therefore, it provides a significant contribution to frame and strengthening the literature on CB and serves as a reference for future research. Based on the content analysis and cluster identification, the findings portray the status of current research. Accordingly, a set of research opportunities are offered.

Data science for hospitality and tourism

2018 ◽  
Vol 10 (6) ◽  
pp. 717-725
Author(s):  
Paulo Rita ◽  
Nicole Rita ◽  
Cristina Oliveira
Keyword(s):  
Design Methodology ◽  
Data Science ◽  
Scientific Literature ◽  
State Of The Art ◽  
Academic Research ◽  
Future Research ◽  
Literature Analysis ◽  
Content Type ◽  
Hospitality And Tourism ◽  
Productive Authors

Purpose This paper aims to embrace the challenge of performing a state-of-the-art scientific literature analysis in data science for hospitality and tourism. This is important because relatively little contemporary analysis has been published. Design/methodology/approach Data on over 800 publications were collected from the Scopus database and analyzed by the differing types of publications, evolution of publications across time, top publishers and outlets, publications per area and per topic, top keywords used, most cited papers and most productive authors. Findings Conclusions are drawn and some suggestions are offered regarding topics that are likely to provide opportunities for future research. Originality/value This paper identifies the need for analysis on state-of-the-art academic research published to-date on the application of methods and techniques relating to data science in hospitality and tourism.

Sentiment analysis in hospitality and tourism: a thematic and methodological review

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Fuad Mehraliyev ◽  
Irene Cheng Chu Chan ◽  
Andrei Petrovich Kirilenko
Keyword(s):  
Systematic Review ◽  
Sentiment Analysis ◽  
Future Research ◽  
Solid Base ◽  
Major Theme ◽  
Methodological Review ◽  
Content Type ◽  
Prior Review ◽  
Thematic Review ◽  
Hospitality And Tourism

Purpose This study aims to conduct a systematic review and critically analyze the sentiment analysis literature in hospitality and tourism from methodological (data sets and analyzes) and thematic (topics, theories, key constructs and their relationships) perspectives. Design/methodology/approach Qualitative thematic review and quantitative systematic review were performed on 70 papers obtained from hospitality and tourism categories of two databases, namely, Web of Science and Scopus. Findings A total of 5 topics and 27 sub-topics were identified and the major theme is market intelligence. Sentiment variables were investigated not only as independent but also as dependent variables. The customer rating is the most investigated dependent variable, whereas moderators and mediators were rarely tested. Most reviewed studies did not use theory. The findings from the methodological review show that analysis of big data was rare. Moreover, testing the performance of sentiment analyzes was uncommon, and only one paper tested the performance of aspect/feature extraction. Research limitations/implications This study extends prior review studies by providing a comprehensive view of how knowledge and methodologies of sentiment analysis have developed. The identified themes and key constructs serve as a solid base for future knowledge advancement. Future research directions on sentiment analysis are also provided. Originality/value To the best of the authors’ knowledge, this study is the first comprehensive methodological and thematic review of sentiment analysis in hospitality and tourism. Based on the identified findings, the authors propose several directions for future research.

Systematic review on sustainable entrepreneurship education (SEE): a framework and analysis

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Sarika Sharma ◽  
D.P. Goyal ◽  
Archana Singh
Keyword(s):  
Systematic Review ◽  
Literature Review ◽  
Systematic Literature Review ◽  
Entrepreneurship Education ◽  
Research Field ◽  
Future Research ◽  
Research Papers ◽  
Sustainable Entrepreneurship ◽  
Content Type ◽  
The Status

PurposeSustainable entrepreneurship education (SEE) is a field, which mingles two imperative fields of research, sustainable entrepreneurship and entrepreneurship education. This emerging area has gained momentum in recent years, and various quantitative and qualitative studies are carried upon to explore its diverse dimensions, literature remains scattered. This paper aims to explore the holistic picture of SEE by compiling the research articles, through a systematic literature review of prior research studies.Design/methodology/approachTwo prominent databases are considered, and these databases then are searched with appropriately designed search strings. Based on an exclusion and inclusion criteria developed by the authors, 59 research papers are selected for further investigation. These research papers are then studied rigorously for review and qualitative content analysis.FindingsA conceptual framework comprising of the areas of these research contributions is proposed as an outcome. This framework provides insights about the existing state and areas of SEE research namely: (1) Institutional framework, (2) Teaching/learning approaches and (3) External interactions and provides further direction for research.Research limitations/implicationsThe present study makes a significant contribution both in theoretical and in practical sense. (1) Compiled the extant literature on sustainable entrepreneurship education; (2) Developed a protocol to conduct the systematic review of literature on sustainable entrepreneurship education; (3) Reported the status of research on sustainable entrepreneurship education, and proposed a framework on existing work; (4) Presented the emerging topics, issues and challenges that need to be addressed in future research.Originality/valueThis article seeks to present a systematic literature review of the research field on sustainable entrepreneurship education. A review of existing literature in this field would certainly help to advance future research efforts as it presents a comprehensive picture of the status quo of this research field.

The landscape of customer engagement in hospitality and tourism: a systematic review

2020 ◽  
Vol 32 (5) ◽  
pp. 1837-1860 ◽  
Author(s):  
Fei Hao
Keyword(s):  
Systematic Review ◽  
Design Methodology ◽  
Customer Engagement ◽  
Measurement Scales ◽  
Content Type ◽  
Brand Engagement ◽  
Original Definition ◽  
Hospitality And Tourism ◽  
Definition Of ◽  
Conceptual Nature

Purpose This paper aims to deliver a systematic review of customer engagement in hospitality and tourism by synthesising existing literature, thus presenting a state-of-art landscape of customer engagement research. Design/methodology/approach A total of 173 peer-reviewed articles were collected from seven databases, spanning from 2007 to 2020. A systematic review was conducted by analysing, categorizing and synthesising existing studies to examine the evolution, conceptual nature, typology and measurement of the existing literature on customer engagement in hospitality and tourism. Findings This study provides an overview of the temporal, spatial, sectoral and journal-wise distribution of customer engagement in hospitality and tourism. A comprehensive definition of customer engagement is proposed based on five fundamental propositions. Scrutiny of customer engagement studies in hospitality and tourism presents four sub-forms, including online customer engagement, tourist engagement, customer brand engagement and customer engagement behaviour. Additionally, the research methods, dimensionality and measurement scales of customer engagement are systematically reviewed. Originality/value This study is the first systematic review of customer engagement research in the field of hospitality and tourism. The original definition leads to an improved understanding of customer engagement. This study is also the first to propose a clear typology of customer engagement to enhance consistency in usage.

The growing complexity of customer engagement: a systematic review

2020 ◽  
Vol 15 (2) ◽  
pp. 167-203 ◽  
Author(s):  
Filipa Rosado-Pinto ◽  
Sandra Maria Correia Loureiro
Keyword(s):  
Systematic Review ◽  
Research Question ◽  
Empirical Studies ◽  
Marketing Research ◽  
Final Analysis ◽  
Past Research ◽  
Customer Engagement ◽  
Future Research ◽  
Content Type ◽  
Multidimensional Concept

PurposeThe topic of customer engagement has been growing in relevance and complexity in the last decade. Therefore, the purpose of this paper is to systematically review and critically analyse the research about customer engagement and address the research question: “What marketing research has been conducted on customer engagement until now and what could be future avenues for research?”Design/methodology/approachA systematic review of the existing literature is performed based on the Web of Science and Scopus electronic databases. A total of 144 articles are included in the final analysis.FindingsCustomer engagement is perceived as a multidimensional concept with different definitions and sub-forms associated. There is an increasing number of authors studying the concept in different industries and geographies, with empirical studies being widely used. The concept emerges from specific theoretical pillars. Different constructs are associated with customer engagement, being studied as antecedents and/or outcomes. This study presents 8 major paths for future research.Research limitations/implicationsThis type of approach has a certain level of subjectivity, associated to the methodological process for choosing the articles to be included in the final analysis and the applied filters.Originality/valueThrough this study, readers become aware of the state of the art on customer engagement and associated constructs, the gaps found in past research, the research contexts and also have a glimpse about what can be the future of this field of research, as well as research questions to be addressed.

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