Intergenerational differences in customer engagement behaviours: An analysis of social tourism websites

This paper explores differences among Generations X, Y, and Z in customer engagement behaviours. Specifically, it analyses differences in customer behaviours in social tourism websites and the effects of self-efficacy and satisfaction on these behaviours. On the basis of an empirical study with a sample of 346 social tourism websites users, the results show that, in Generation X, self-efficacy exerts a higher effect on word of mouth than in the other generations. In Generation Y, satisfaction influences information searches and hotel bookings more than for the others. Generation Z is more prone to give referrals than are the other two generations.