Customer engagement and employee engagement, two sides of a coin: intellectual structures using bibliometric analysis
Rehman, Mohsin Abdur; Abbas, Zuhair; Ahmad Rather, Raouf; Khalil, Maroof; Muhammad, Shoaib (2023-10-17)
Edward Elgar
17.10.2023
Abdur Rehman, M., Abbas, Z., Ahmad Rather, R., Khalil, M., & Muhammad, S. (2023). "Chapter 10: Customer engagement and employee engagement, two sides of a coin: intellectual structures using bibliometric analysis". In Handbook of Customer Engagement in Tourism Marketing. Cheltenham, UK: Edward Elgar Publishing. Retrieved Dec 11, 2023, from https://doi.org/10.4337/9781802203943.00019
https://rightsstatements.org/vocab/InC/1.0/
© Raouf Ahmad Rather and Haywantee Ramkissoon 2023. This is a draft chapter/article. The final version is available in Handbook of Customer Engagement in Tourism Marketing edited by Raouf A. Rather and Haywantee Ramkissoon, published in 2023, Edward Elgar Publishing Ltd https://doi.org/10.4337/9781802203943.00019
https://rightsstatements.org/vocab/InC/1.0/
© Raouf Ahmad Rather and Haywantee Ramkissoon 2023. This is a draft chapter/article. The final version is available in Handbook of Customer Engagement in Tourism Marketing edited by Raouf A. Rather and Haywantee Ramkissoon, published in 2023, Edward Elgar Publishing Ltd https://doi.org/10.4337/9781802203943.00019
https://rightsstatements.org/vocab/InC/1.0/
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:oulu-202312113645
https://urn.fi/URN:NBN:fi:oulu-202312113645
Tiivistelmä
Abstract
Customer engagement (CE) and employee engagement (EE) are discussed in a fragmented manner in the hospitality and tourism literature. Given the growth in hospitality and tourism research, it is quite valuable to explore how these constructs are progressing and future research agenda. Therefore, the current chapter aims to understand how customer and employee engagement are studied historically using bibliometric analysis. We extracted bibliometric data from the Web of Science (WoS). As per the initial high-level summary, there were 174 articles for CE, 67 for EE, and only three combining both were published in the hospitality and tourism area. This chapter offers bibliometric insights of CE and EE research in the hospitality and tourism, set future research directions along with specific theoretical and practical implications.
Customer engagement (CE) and employee engagement (EE) are discussed in a fragmented manner in the hospitality and tourism literature. Given the growth in hospitality and tourism research, it is quite valuable to explore how these constructs are progressing and future research agenda. Therefore, the current chapter aims to understand how customer and employee engagement are studied historically using bibliometric analysis. We extracted bibliometric data from the Web of Science (WoS). As per the initial high-level summary, there were 174 articles for CE, 67 for EE, and only three combining both were published in the hospitality and tourism area. This chapter offers bibliometric insights of CE and EE research in the hospitality and tourism, set future research directions along with specific theoretical and practical implications.
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