Contents: Preface xxi Introduction to the Handbook of Customer Engagement in Tourism Marketing xxv 1 Customer engagement in tourism and hospitality research 1 Raouf Ahmad Rather, Haywantee Ramkissoon, Linda D. Hollebeek, and Sandra Maria Correia Loureiro 2 Positive and negative customer engagement in the tourism industry: should these constructs be studied separately? 25 Jenely Dayana Villamediana-Pedrosa, Natalia Vila-López, Inés Küster-Boluda, and Diana Kolbe 3 Negative customer engagement behavior in online social networks: understanding the nuance 43 Matthew Alexander and Jaylan Azer 4 Customer engagement conceptualization and conceptual links 56 Shuyue Huang 5 Measuring the value of customer engagement metrics 73 Adele D. Berndt and Daniel J. Petzer 6 Promotion of urban tourism: an analysis of customer engagement on Instagram in two Spanish cities 86 Juan Tugores-Ques, María Bonilla-Quijada and Joan Ripoll-i-Alcon 7 Connecting the dots between customer-perceived value of travel vlogs and Generation Z travel intention: the mediating role of online customer engagement 99 Yangyang Jiang, Xiya Zhang, M. S. Balaji and Tenghao Wang 8 The influence of customer engagement on destination loyalty from a destination marketing organisation perspective 115 Catarina Calisto de Freitas, Ricardo Godinho Bilro, and Susana Henriques Marques 9 Tourists’ affective, cognitive, and behavioral engagement through destination brand reputation 129 Raouf Ahmad Rather and Farhat Amin 10 Customer engagement and employee engagement, two sides of a coin: intellectual structures using bibliometric analysis 142 Mohsin Abdur Rehman, Zuhair Abbas, Raouf Ahmad Rather, Maroof Khalil, and Shoaib Muhammad 11 Customer engagement and trust: the moderating role of age and gender 158 Imran Khan and Mobin Fatma 12 The impact of virtual reality on customer engagement in tourism marketing: do age, gender and buyer readiness matter? 170 Kim Willems and Malaika Brengman 13 Customer engagement in evolving technological environments 187 Carlos Flavián and Sergio Barta 14 Consumer engagement in tourism-based images on social networking sites and behavioral intention to visit a destination 201 Khalil Hussain, Amir Zaib Abbasi, Muddasar Ghani Khwaja, and Ting Ding Hooi 15 Cross-cultural co-creation of a tourist site: the emic and etic makings 218 Young-Sook Lee, Line Mathisen and Siri Ulfsdatter Søreng 16 Customer experience and revisit intention: implications of redesigning hospitality services through technological innovations and servicescape reorganisation 231 Erisher Woyo 17 Eliciting tourists’ commitment through tourist engagement: evidence from the tourism destination industry 246 Raouf Ahmad Rather and Farhat Amin 18 Impact of COVID-19 on tourism customer engagement: a cross-destination comparison 261 Jesús Cambra-Fierro, María Fuentes-Blasco, Lily (Xuehui) Gao, María Eugenia López-Pérez and Iguácel Melero-Polo 19 Customer engagement in the tourism industry at the time of COVID-19: an exploratory study 278 Francesca Cabiddu, Ludovica Moi, and Gianluca Pusceddu 20 From communication to customer engagement: insights from a tourist destination before and during COVID-19 291 Jesús Cambra-Fierro, María Fuentes-Blasco, Lily (Xuehui) Gao and Iguácel Melero-Polo 21 Post-COVID-19-based customer engagement creation and contributions in tourism and hospitality social media: an integrative framework and future research directions 312 Raouf Ahmad Rather, Khalid Mehmood, Tareq Rasul, Lisa Cain, and Huda Khan 22 Conclusion: revisiting customer engagement and scope for future research 330 Raouf Ahmad Rather Index

‘This is a “must read” source for researchers, teachers and practitioners in the field of customer engagement. It includes strong chapters on important topics related to customer engagement co-authored by leading scholars globally.’