Barriers affecting organisational adoption of higher order customer engagement in tourism service interactions

Prakash K. Chathoth, Gerardo R. Ungson, Levent Altinay, Eric Siu Wa Chan, Robert Harrington, Fevzi Okumus

Research output: Journal article publicationJournal articleAcademic researchpeer-review

85 Citations (Scopus)


In this study, consumer engagement was examined from a service-dominant logic perspective in tourism service interactions. Extensive field interviews and focus groups in the context of three upscale hotels in Hong Kong identified numerous barriers towards successfully engaging consumers, extending from consumer, technological, and strategic cases to organisational cases. In all, a firm's overall strategy, organisational structure and culture are the most important barriers determining whether consumer engagement as depicted in the literature can be successfully deployed within hotel organisations. Implications call for a more intensive study of engaging consumers from an organisational context with a reassessment of progressive stages that include leadership interventions and the incorporation of consumer feedback at all stages of the firm's value-creating network.
Original languageEnglish
Pages (from-to)181-193
Number of pages13
JournalTourism Management
Publication statusPublished - 1 Jun 2014


  • Co-creation
  • Consumer engagement
  • Organisational barriers
  • Service-dominant logic
  • Value-creating network

ASJC Scopus subject areas

  • Development
  • Transportation
  • Tourism, Leisure and Hospitality Management
  • Strategy and Management

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