Customer engagement in the service context: An empirical investigation of the construct, its antecedents and consequences

Scholars and practitioners have long acknowledged the importance of offering superior service quality in creating long-term bonds between customers and their brands. However, the importance of service quality as a tool to enhance customer engagement remains under-explored, as addressed in this study. Survey data collected from 395 luxury hotel guests were analyzed using structural equation modeling. The results reveal a positive effect of...