How to cite this paper
Leong, M., Osman, S., Paim, L & Fazli, S. (2019). Enhancing consumer online engagement through consumer involvement: A case of airline and hospitality services in Malaysia.Management Science Letters , 9(6), 795-808.
Refrences
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Amiruddin, N. H. (2013). Price service quality and customer loyalty: A case of Air Asia. South East Asia Journal of Contemporary Business, Economics and Law, 2(1), 34-40.
Apenes Solem, B.A. (2016). Influences of customer participation and customer brand engagement on brand loyalty. Journal of Consumer Marketing, 33(5), 332-342.
Arapakis, I., Lalmas, M., Cambazoglu, B.B., Marcos, M., & Jose, J.M. (2014). User engagement in online news: Under the scope of sentiment, interest, affect, and gaze. Journal of the Association for Information Science and Technology, 65(10), 1988-2005.
Blasco-Arcas, L., Hernandez-Ortega, B.I., & Jimenez-Martinez, J. (2016). Engagement platforms: The role of emotions in fostering customer engagement and brand image in interactive media. Journal of Service Theory and Practice, 26(5), 559-589.
Brodie, R.J., Ilic, A., Juric, B., & Hollebeek, L. (2013). Consumer engagement in virtual brand com-munity: An exploratory analysis. Journal of Business Research, 66, 105-114.
Bowden, J. L. H. (2009). The process of customer engagement: A conceptual framework. Journal of Marketing Theory and Practice, 17(1), 63-74.
Cabiddu, F., De Carlo, M., & Piccoli, G. (2014). Social media affordances: Enabling customer engage-ment. Annals of Tourism Research, 48(September), 175-192.
Cases, A.S. (2002). Perceived risk and risk-reduction strategies in internet shopping. The International Review of Retail, Distribution and Consumer Research, 12(4), 375-394.
Celuch, K.G., Longfellow, T.A., & Slama, M.E. (2014). Antecedents of involvement and perceived purchase risk: Better understanding the consumer involvement profile. In: Crittenden V.L. (eds) Pro-ceedings of the 1992 Academy of Marketing Science (AMS) Annual Conference. Developments in Marketing Science: Proceedings of the Academy of Marketing Science. Springer, Cham, available at: https://link.springer.com/chapter/10.1007/978-3-319-13248-8_5
Chalil, R.D. & Dharmmesta, B.S. (2015). The role of consumer involvement as a moderating variable: The relationship between consumer satisfaction and corporate image on service loyalty. Journal of Asian Scientific Research, 5(6), 303-319.
Chaudhuri, A. & Holbrook, M.B. (2001). The chain of effects from brand trust and brand affect to brand performance: The role of brand loyalty. Journal of Marketing, 65(2), 81-93.
Chen, A. & Darst, P.W. (2001). Situational interest in physical education: A function of learning task design. Research Quarterly for Exercise and Sport, 72, 150-164.
Chen, L.S., Wang, M.C., Cheng, J.M., & Kuntjara, H. (2008). Consumer involvement and brand loyalty in services: Evidence from the commercial airline industry in Taiwan. International Journal of Ser-vices and Standards, 4(4), 437-452.
Cheung, C., Lee, M., & Jin, X. (2011). Customer engagement in an online social platform: A conceptual model and scale development.
Choubtarash, N., Mahdieh, O., & Marnani, A.B. (2013). The study of the relationship between con-sumer involvement and purchase decision (Case study: Cell phone). Interdisciplinary Journal of Contemporary Research in Business, 4(12), 276-296.
Department of Statistics Malaysia (2011), Population distribution and basic demographic characteris-tics report 2010. Retrieved at: https://www.dosm.gov.my/v1/index.php?r=column/cthemeByCat&cat=117&bul_id=MDMxdHZjWTk1SjFzTzNkRXYzcVZjdz09&menu_id=L0pheU43NWJwRWVSZklWdzQ4TlhUUT09#
Dessart, L., Veloutsou, C., & Morgan-Thomas, A. (2015). Consumer engagement in online brand com-munities: a social media perspective. Journal of Product & Brand Management, 24(1), 28-42.
Donovan, A.W. (2005). Yield management in the airline industry. Journal of Aviation/ Aerospace Education & Research, 14(3), 11-19.
Dovaliene, A., Piligrimiene, Z., & Masiulyte, A. (2016). Factors influencing customer engagement in mobile applications. Engineering Economics, 27(2), 205-212.
Farook, F.S. & Abeysekara, N. (2016). Influence of social media marketing on customer engagement. International Journal of Business Management Invention, 5(12), 115-125.
Fernandes, T. & Esteves, F. (2016). Customer engagement and loyalty: A comparative study between service contexts. Service Marketing Quarterly, 37(2), 125-139.
Firat, A., Kutucuoglu, K.Y., Saltik, I.A., & Tuncel, O. (2013). Consumption, consumer culture and consumer society. Journal of Community Positive Practices, 13(1), 182-203.
Floreddu, P.B & Cabiddu, F. (2016). Social media communication strategies. Journal of Services Marketing, 30(5), 490-503.
Fornell, C. & Larcker, D.F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39-50.
Gerber, C., Ward, S., & Goedhals-Gerber, L. (2014). The impact of perceived risk on on-line purchase behaviour. Risk Governance of Control: Financial Markets & Institutions, 4(4), 99-106.
Greve, G. (2014). The moderating effect of customer engagement on the brand image–brand loyalty re-lationship. Procedia-Social and Behavioral Sciences, 148, 203-210.
Guha, S., Harrigan, P., & Soutar, G. (2018). Linking social media to customer relationship management (CRM): A qualitative study on SMEs. Journal of Small Business & Entrepreneurship, 30(3), 193-214.
Guthrie, M.F. & Kim, H. (2009). The relationship between consumer involvement and brand percep-tions of female cosmetic consumers. Journal of Brand Management, 17(2), 114- 133.
Harrigan, P., Evers, U., Miles, M., & Daly, T. (2017). Customer engagement with tourism social media brands. Tourism Management, 59, 597-609.
Harwood, T. & Garry, T. (2015). An investigation into gamification as a customer engagement experi-ence environment. Journal of Services Marketing, 29 (6/7), 533-546.
Hochgraefe, C., Faulk, S., & Vieregge, M. (2012). Links between Swiss hotel guests’ product involve-ment and brand loyalty. Journal of Hospitality Marketing & Management, 21(1), 20-39.
Hollebeek, L. D., Glynn, M. S., & Brodie, R. J. (2014). Consumer brand engagement in social media: Conceptualization, scale development and validation. Journal of interactive marketing, 28(2), 149-165.
Hu, Y. (2012). Explore significant factors to affect customer involvement. Journal of Social Sciences, 8(4), 485-489.
IATA Economics. (2018). Airlines financial monitor. Retrieved from: https://www.iata.org/publications/economics/Reports/afm/Airlines-Financial-Monitor-Ap r-18.pdf
Internet World Stats (2017), Usage and population statistics. Retrieved at: http://www.internetworldstats.com/asia.htm#my
Ion, D.C. (2011). Impact of globalization on airport industry. Paper presented at International Confer-ence of Scientific Paper AFASES 2011, 26-28 May 2011, Germany, available at: http://www.afahc.ro/ro/afases/2011/manag/Ion.pdf
Kapiki, S. (2012). Current and future trends in tourism and hospitality: The case of Greece. Internation-al Journal of Economic Practices and Theories, 2(1), 1-12.
Kapferer, J. N., & Laurent, G. (1985). Consumer involvement profiles: a new and practical approach to consumer involvement (No. hal-00786782).
Wirtz, J., Ambtman, A., Bloemer, J., Horvath, C., Rameseshan, B., Klundert, J., Canli, Z.G., & Kan-dampully, J, (2013). Managing brands and customer engagement in online brand communi-ties.Journal of Service Management, 24(3), 223-244.
Jung, S., & Jin, B. (2016). Sustainable development of slow fashion business: Customer value approach. Sustainability, 8(6), 540.
Kim, H. (2005). Consumer profiles of apparel product involvement and values. Journal of Fashion Marketing and Management: An International Journal, 9(2), 207-220.
Leckie, C., Nyadzayo, M. W., & Johnson, L. W. (2016). Antecedents of consumer brand engagement and brand loyalty. Journal of Marketing Management, 32(5-6), 558-578.
Lee, S., Workman, J.E., & Jung, K. (2016). Brand relationships and risk: Influence of risk avoidance and gender on brand consumption. Journal of Open Innovation: Technology, Market, and Complexi-ty, 2(4). Retrieved from: https://link.springer.com/content/pdf/10.1186%2Fs40852-016-0041-0.pdf
Lerrthaitrakul, W. & Panjakajornsak, V. (2014). The airline service quality affecting post purchase be-havioral intention: Empirical evidence from the low cost airline industry. International Journal of Trade, Economics and Finance, 5(2), 155-158.
Li, X. & Sun, C. (2015). A study on the core values of the brand. Journal of Services Science and Management, 8, 868-873.
Liang, Y. (2012). The relationship between consumer product involvement, product knowledge and impulsive buying behaviour. Procedia Social and Behavioral Sciences, 57, 325-330.
Lowrance, W.W. (1976). Of acceptable risk: Science and the determination of safety. Los Altos: US.
Masoud, E.Y. (2013). The effect of perceived risk on online shopping in Jordon. European Journal of Business and Management, 5(6), 76-87.
Mukherjee, A. & Nath, O. (2007). Role of electronic trust in online retailing: A re-examination of the commitment-trust theory. European Journal of Marketing, 4(9/10), 1173-1202.
Nasution, H.N. & Mavondo, F.T. (2005). The impact of service quality on customer value in the hotel industry. Paper presented at: ANZMAC Conference: Tourism Marketing. Retrieved from: http://anzmac.org/conference_archive/2005/cd-site/pdfs/19-Tourism/19-Nasution.pdf
O’cass, A., & Fenech, T. (2003). Web retailing adoption: exploring the nature of internet users Web re-tailing behaviour. Journal of Retailing and Consumer services, 10(2), 81-94.
Ohajionu, U.C. & Mathews, S. (2015). Advertising on social media and benefits to brands. Journal of Social Sciences and Humanities, 10(2), 335-351.
Ong, W.L., & Tan, A.K.G. (2010). A note on the determinants of airline choice: The case of Air Asia and Malaysia airlines. Journal of Air Transport Management, 16, 209-212.
Oyewole, P., Sankaran, M., & Choudhury, P. (2008). Consumer choice of airlines in Malaysia: A Syn-thesis of perspectives from participants in the air travel market. Journal of International Consumer Marketing, 20(1), 19-31.
Parker, C.J. & Wang, H. (2016). Examining hedonic and utilitarian motivations for m-commerce fash-ion retail app engagement. Journal of Fashion Marketing and Management: An International Jour-nal, 20(4), 487-506.
Peterson, R. A., & Kim, Y. (2013). On the relationship between coefficient alpha and composite relia-bility. Journal of Applied Psychology, 98(1), 194.
Quester, P., & Lin Lim, A. (2003). Product involvement/brand loyalty: is there a link?. Journal of Prod-uct & Brand Management, 12(1), 22-38.
Rahbarian, H., & Meshkani, F. (2014). Consumer involvement profiles: An application of consumer in-volvement in mobile industry. Management Science Letters, 4(4), 617-620.
Roux, I.I. & Maree, T. (2016). Motivation, engagement, attitudes and buying intent of female Face-book users. Acta Commercii-Independent Research Journal in the Management Sciences, 16(1). Retrieved from: http://dx.doi.org/10.4102/ac.v16i1.340
Sawyer, R. (2011). The impact of new social media on intercultural adaptation. Senior Honors Projects, 242. Retrieved at: http://digitalcommons.uri.edu/cgi/viewcontent.cgi?article=1 230&context=srhonorsprog
Smith, J. (2004). Do airport hotels continue to be a growth opportunity, and which airports present the best opportunities. Journal of Retail & Leisure Property, 4(1), 9-17.
So, K.K.F., King, C., Sparks, B.A., & Wang, Y. (2016). The role of customer engagement in building consumer loyalty to tourism brands. Journal of Travel Research, 55(1), 64-78.
Sukati, I., Khiang, T.B., & Isnurhadi. (2015). Customer satisfaction level provided by Air Asia. Asian Social Science, 11 (13), 16-27.
Statista (2018). Number of social network users worldwide from 2010 to 2021 (in billions). Retrieved from: https://www.statista.com/statistics/278414/number-of-worldwide-social- network-users/
Statista (2018a). Social Media Statistics & Facts. Retrieved from: https://www.statista.com/topics/1164/social-networks/
Syaqirah, N.Z. & Faizurrahman, P.Z. (2014). Managing customer retention of hotel industry in Ma-laysia. Procedia- Social and Behavioral Sciences, 130, 379-389.
The Statistical Portal, (2017 April), Revenue of commercial airline worldwide from 2003 to 2017 (in US dollar), retrieved from: https://www.statista.com/statistics/278372/revenue-of-commercial-airlines-worldwide/
Thongthip, W. & Jaroenwanit, P. (2016). The influence of product involvement and perceived value on customer brand engagement of Thai and Lao consumer: A case of milk products. Paper presented at the Proceedings of 53rd ISERD International Conference Zurich, Switzerland, 30th-31st October 2016.
Truong, Y. (2010). Personal aspirations and the consumption of luxury goods. International Journal of Market Research, 52(5), 653-671.
Turner, R. (2018). Travel & tourism economic impact 2018 world. London, UK. Retrieved from: https://www.wttc.org/-/media/files/reports/economic-impact-research/regions-2018/world2018.pdf
Turner, R. (2018a). Travel & Tourism economic impact 2018 Malaysia. London, UK. Retrieved from:https://www.wttc.org/-/media/files/reports/economic-impact-research/countries2018/malaysia2018.pdf
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Żyminkowska, K., Żyminkowski, T., & Błaszczyk, R. (2017). Effects of customer engagement be-haviour. Journal of Economics and Management, 28(2), 133-154.
Amiruddin, N. H. (2013). Price service quality and customer loyalty: A case of Air Asia. South East Asia Journal of Contemporary Business, Economics and Law, 2(1), 34-40.
Apenes Solem, B.A. (2016). Influences of customer participation and customer brand engagement on brand loyalty. Journal of Consumer Marketing, 33(5), 332-342.
Arapakis, I., Lalmas, M., Cambazoglu, B.B., Marcos, M., & Jose, J.M. (2014). User engagement in online news: Under the scope of sentiment, interest, affect, and gaze. Journal of the Association for Information Science and Technology, 65(10), 1988-2005.
Blasco-Arcas, L., Hernandez-Ortega, B.I., & Jimenez-Martinez, J. (2016). Engagement platforms: The role of emotions in fostering customer engagement and brand image in interactive media. Journal of Service Theory and Practice, 26(5), 559-589.
Brodie, R.J., Ilic, A., Juric, B., & Hollebeek, L. (2013). Consumer engagement in virtual brand com-munity: An exploratory analysis. Journal of Business Research, 66, 105-114.
Bowden, J. L. H. (2009). The process of customer engagement: A conceptual framework. Journal of Marketing Theory and Practice, 17(1), 63-74.
Cabiddu, F., De Carlo, M., & Piccoli, G. (2014). Social media affordances: Enabling customer engage-ment. Annals of Tourism Research, 48(September), 175-192.
Cases, A.S. (2002). Perceived risk and risk-reduction strategies in internet shopping. The International Review of Retail, Distribution and Consumer Research, 12(4), 375-394.
Celuch, K.G., Longfellow, T.A., & Slama, M.E. (2014). Antecedents of involvement and perceived purchase risk: Better understanding the consumer involvement profile. In: Crittenden V.L. (eds) Pro-ceedings of the 1992 Academy of Marketing Science (AMS) Annual Conference. Developments in Marketing Science: Proceedings of the Academy of Marketing Science. Springer, Cham, available at: https://link.springer.com/chapter/10.1007/978-3-319-13248-8_5
Chalil, R.D. & Dharmmesta, B.S. (2015). The role of consumer involvement as a moderating variable: The relationship between consumer satisfaction and corporate image on service loyalty. Journal of Asian Scientific Research, 5(6), 303-319.
Chaudhuri, A. & Holbrook, M.B. (2001). The chain of effects from brand trust and brand affect to brand performance: The role of brand loyalty. Journal of Marketing, 65(2), 81-93.
Chen, A. & Darst, P.W. (2001). Situational interest in physical education: A function of learning task design. Research Quarterly for Exercise and Sport, 72, 150-164.
Chen, L.S., Wang, M.C., Cheng, J.M., & Kuntjara, H. (2008). Consumer involvement and brand loyalty in services: Evidence from the commercial airline industry in Taiwan. International Journal of Ser-vices and Standards, 4(4), 437-452.
Cheung, C., Lee, M., & Jin, X. (2011). Customer engagement in an online social platform: A conceptual model and scale development.
Choubtarash, N., Mahdieh, O., & Marnani, A.B. (2013). The study of the relationship between con-sumer involvement and purchase decision (Case study: Cell phone). Interdisciplinary Journal of Contemporary Research in Business, 4(12), 276-296.
Department of Statistics Malaysia (2011), Population distribution and basic demographic characteris-tics report 2010. Retrieved at: https://www.dosm.gov.my/v1/index.php?r=column/cthemeByCat&cat=117&bul_id=MDMxdHZjWTk1SjFzTzNkRXYzcVZjdz09&menu_id=L0pheU43NWJwRWVSZklWdzQ4TlhUUT09#
Dessart, L., Veloutsou, C., & Morgan-Thomas, A. (2015). Consumer engagement in online brand com-munities: a social media perspective. Journal of Product & Brand Management, 24(1), 28-42.
Donovan, A.W. (2005). Yield management in the airline industry. Journal of Aviation/ Aerospace Education & Research, 14(3), 11-19.
Dovaliene, A., Piligrimiene, Z., & Masiulyte, A. (2016). Factors influencing customer engagement in mobile applications. Engineering Economics, 27(2), 205-212.
Farook, F.S. & Abeysekara, N. (2016). Influence of social media marketing on customer engagement. International Journal of Business Management Invention, 5(12), 115-125.
Fernandes, T. & Esteves, F. (2016). Customer engagement and loyalty: A comparative study between service contexts. Service Marketing Quarterly, 37(2), 125-139.
Firat, A., Kutucuoglu, K.Y., Saltik, I.A., & Tuncel, O. (2013). Consumption, consumer culture and consumer society. Journal of Community Positive Practices, 13(1), 182-203.
Floreddu, P.B & Cabiddu, F. (2016). Social media communication strategies. Journal of Services Marketing, 30(5), 490-503.
Fornell, C. & Larcker, D.F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39-50.
Gerber, C., Ward, S., & Goedhals-Gerber, L. (2014). The impact of perceived risk on on-line purchase behaviour. Risk Governance of Control: Financial Markets & Institutions, 4(4), 99-106.
Greve, G. (2014). The moderating effect of customer engagement on the brand image–brand loyalty re-lationship. Procedia-Social and Behavioral Sciences, 148, 203-210.
Guha, S., Harrigan, P., & Soutar, G. (2018). Linking social media to customer relationship management (CRM): A qualitative study on SMEs. Journal of Small Business & Entrepreneurship, 30(3), 193-214.
Guthrie, M.F. & Kim, H. (2009). The relationship between consumer involvement and brand percep-tions of female cosmetic consumers. Journal of Brand Management, 17(2), 114- 133.
Harrigan, P., Evers, U., Miles, M., & Daly, T. (2017). Customer engagement with tourism social media brands. Tourism Management, 59, 597-609.
Harwood, T. & Garry, T. (2015). An investigation into gamification as a customer engagement experi-ence environment. Journal of Services Marketing, 29 (6/7), 533-546.
Hochgraefe, C., Faulk, S., & Vieregge, M. (2012). Links between Swiss hotel guests’ product involve-ment and brand loyalty. Journal of Hospitality Marketing & Management, 21(1), 20-39.
Hollebeek, L. D., Glynn, M. S., & Brodie, R. J. (2014). Consumer brand engagement in social media: Conceptualization, scale development and validation. Journal of interactive marketing, 28(2), 149-165.
Hu, Y. (2012). Explore significant factors to affect customer involvement. Journal of Social Sciences, 8(4), 485-489.
IATA Economics. (2018). Airlines financial monitor. Retrieved from: https://www.iata.org/publications/economics/Reports/afm/Airlines-Financial-Monitor-Ap r-18.pdf
Internet World Stats (2017), Usage and population statistics. Retrieved at: http://www.internetworldstats.com/asia.htm#my
Ion, D.C. (2011). Impact of globalization on airport industry. Paper presented at International Confer-ence of Scientific Paper AFASES 2011, 26-28 May 2011, Germany, available at: http://www.afahc.ro/ro/afases/2011/manag/Ion.pdf
Kapiki, S. (2012). Current and future trends in tourism and hospitality: The case of Greece. Internation-al Journal of Economic Practices and Theories, 2(1), 1-12.
Kapferer, J. N., & Laurent, G. (1985). Consumer involvement profiles: a new and practical approach to consumer involvement (No. hal-00786782).
Wirtz, J., Ambtman, A., Bloemer, J., Horvath, C., Rameseshan, B., Klundert, J., Canli, Z.G., & Kan-dampully, J, (2013). Managing brands and customer engagement in online brand communi-ties.Journal of Service Management, 24(3), 223-244.
Jung, S., & Jin, B. (2016). Sustainable development of slow fashion business: Customer value approach. Sustainability, 8(6), 540.
Kim, H. (2005). Consumer profiles of apparel product involvement and values. Journal of Fashion Marketing and Management: An International Journal, 9(2), 207-220.
Leckie, C., Nyadzayo, M. W., & Johnson, L. W. (2016). Antecedents of consumer brand engagement and brand loyalty. Journal of Marketing Management, 32(5-6), 558-578.
Lee, S., Workman, J.E., & Jung, K. (2016). Brand relationships and risk: Influence of risk avoidance and gender on brand consumption. Journal of Open Innovation: Technology, Market, and Complexi-ty, 2(4). Retrieved from: https://link.springer.com/content/pdf/10.1186%2Fs40852-016-0041-0.pdf
Lerrthaitrakul, W. & Panjakajornsak, V. (2014). The airline service quality affecting post purchase be-havioral intention: Empirical evidence from the low cost airline industry. International Journal of Trade, Economics and Finance, 5(2), 155-158.
Li, X. & Sun, C. (2015). A study on the core values of the brand. Journal of Services Science and Management, 8, 868-873.
Liang, Y. (2012). The relationship between consumer product involvement, product knowledge and impulsive buying behaviour. Procedia Social and Behavioral Sciences, 57, 325-330.
Lowrance, W.W. (1976). Of acceptable risk: Science and the determination of safety. Los Altos: US.
Masoud, E.Y. (2013). The effect of perceived risk on online shopping in Jordon. European Journal of Business and Management, 5(6), 76-87.
Mukherjee, A. & Nath, O. (2007). Role of electronic trust in online retailing: A re-examination of the commitment-trust theory. European Journal of Marketing, 4(9/10), 1173-1202.
Nasution, H.N. & Mavondo, F.T. (2005). The impact of service quality on customer value in the hotel industry. Paper presented at: ANZMAC Conference: Tourism Marketing. Retrieved from: http://anzmac.org/conference_archive/2005/cd-site/pdfs/19-Tourism/19-Nasution.pdf
O’cass, A., & Fenech, T. (2003). Web retailing adoption: exploring the nature of internet users Web re-tailing behaviour. Journal of Retailing and Consumer services, 10(2), 81-94.
Ohajionu, U.C. & Mathews, S. (2015). Advertising on social media and benefits to brands. Journal of Social Sciences and Humanities, 10(2), 335-351.
Ong, W.L., & Tan, A.K.G. (2010). A note on the determinants of airline choice: The case of Air Asia and Malaysia airlines. Journal of Air Transport Management, 16, 209-212.
Oyewole, P., Sankaran, M., & Choudhury, P. (2008). Consumer choice of airlines in Malaysia: A Syn-thesis of perspectives from participants in the air travel market. Journal of International Consumer Marketing, 20(1), 19-31.
Parker, C.J. & Wang, H. (2016). Examining hedonic and utilitarian motivations for m-commerce fash-ion retail app engagement. Journal of Fashion Marketing and Management: An International Jour-nal, 20(4), 487-506.
Peterson, R. A., & Kim, Y. (2013). On the relationship between coefficient alpha and composite relia-bility. Journal of Applied Psychology, 98(1), 194.
Quester, P., & Lin Lim, A. (2003). Product involvement/brand loyalty: is there a link?. Journal of Prod-uct & Brand Management, 12(1), 22-38.
Rahbarian, H., & Meshkani, F. (2014). Consumer involvement profiles: An application of consumer in-volvement in mobile industry. Management Science Letters, 4(4), 617-620.
Roux, I.I. & Maree, T. (2016). Motivation, engagement, attitudes and buying intent of female Face-book users. Acta Commercii-Independent Research Journal in the Management Sciences, 16(1). Retrieved from: http://dx.doi.org/10.4102/ac.v16i1.340
Sawyer, R. (2011). The impact of new social media on intercultural adaptation. Senior Honors Projects, 242. Retrieved at: http://digitalcommons.uri.edu/cgi/viewcontent.cgi?article=1 230&context=srhonorsprog
Smith, J. (2004). Do airport hotels continue to be a growth opportunity, and which airports present the best opportunities. Journal of Retail & Leisure Property, 4(1), 9-17.
So, K.K.F., King, C., Sparks, B.A., & Wang, Y. (2016). The role of customer engagement in building consumer loyalty to tourism brands. Journal of Travel Research, 55(1), 64-78.
Sukati, I., Khiang, T.B., & Isnurhadi. (2015). Customer satisfaction level provided by Air Asia. Asian Social Science, 11 (13), 16-27.
Statista (2018). Number of social network users worldwide from 2010 to 2021 (in billions). Retrieved from: https://www.statista.com/statistics/278414/number-of-worldwide-social- network-users/
Statista (2018a). Social Media Statistics & Facts. Retrieved from: https://www.statista.com/topics/1164/social-networks/
Syaqirah, N.Z. & Faizurrahman, P.Z. (2014). Managing customer retention of hotel industry in Ma-laysia. Procedia- Social and Behavioral Sciences, 130, 379-389.
The Statistical Portal, (2017 April), Revenue of commercial airline worldwide from 2003 to 2017 (in US dollar), retrieved from: https://www.statista.com/statistics/278372/revenue-of-commercial-airlines-worldwide/
Thongthip, W. & Jaroenwanit, P. (2016). The influence of product involvement and perceived value on customer brand engagement of Thai and Lao consumer: A case of milk products. Paper presented at the Proceedings of 53rd ISERD International Conference Zurich, Switzerland, 30th-31st October 2016.
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