Construction and Validation of a Tool for Measuring the Antecedents of Customer Engagement Based on Dual Value Perspective
Subject Areas :
mitra mobini
1
(Ph.D. Student of Business Management, Management Department, Tabriz Branch, Islamic Azad University, Tabriz, Iran)
Samad Awli
2
(Associate Professor, Department of Management, Tabriz Branch, Islamic Azad University, Tabriz, Iran)
Alireza Bafandeh Zendeh
3
(Associate Professor, Department of Management, Tabriz Branch, Islamic Azad University, Tabriz, Iran)
hoshang taghizadeh
4
(Prof., Department of Industrial Management, Tabriz Branch, Islamic Azad University, Tabriz, Iran)
Keywords: Hotel Industry, Meta-synthesis, Customer Engagement, dual value perspective,
Abstract :
This research adopts a mixed-methods approach to develop and validate a tool for measuring the antecedents of customer engagement, focusing on a dual-value perspective. To achieve this, the researchers initially conducted a Meta-Synthesis analysis of studies conducted on this topic from 2000 to 2020, extracting the antecedents of customer engagement. Based on these findings, a questionnaire was formulated, and its validity and reliability were confirmed. The questionnaire was subsequently administered to customers of 5-star hotels in Mashhad and Tabriz. To validate the indicators, the researchers employed the structural equation method (SEM) and utilized PLS software. The research findings revealed the identification of two key components, namely customer resources and company resources, along with 26 specific indicators, comprising the foundational elements of the tool for measuring the antecedents of customer engagement in the hotel industry.
13.هاشمی، ر.، توکلی، غ.1392. ابر الگوی خلق مشترک در صنایع پیچیده دارای فناوری پیشرفته: فرصتی برای هم آفرینی ارزش(با تأکید بر صنایع دفاعی)، فصلنامه بهبود مدیریت، 7(4): 83-121
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