S-D logic–informed customer engagement: integrative framework, revised fundamental propositions, and application to CRM
Sign Up to like & getrecommendations! Published in 2019 at "Journal of the Academy of Marketing Science"
DOI: 10.1007/s11747-016-0494-5
Abstract: Research addressing the micro-foundational theoretical entity of customer engagement (CE) has proliferated in recent years. In parallel, the macro-foundational theory of service-dominant (S-D) logic is thriving. While the fit of CE/S-D logic has been recognized,… read more here.
Keywords: logic informed; customer engagement; customer; fundamental propositions ... See more keywords
Customer engagement in social media: a framework and meta-analysis
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DOI: 10.1007/s11747-020-00731-5
Abstract: This research examines customer engagement in social media (CESM) using a meta-analytic model of 814 effect sizes across 97 studies involving 161,059 respondents. Findings reveal that customer engagement is driven by satisfaction, positive emotions, and… read more here.
Keywords: social media; customer engagement; customer; engagement social ... See more keywords
Examining the impact of luxury brand's social media marketing on customer engagement​: Using big data analytics and natural language processing
Sign Up to like & getrecommendations! Published in 2019 at "Journal of Business Research"
DOI: 10.1016/j.jbusres.2019.04.042
Abstract: Abstract This research utilizes big data in investigating the impact of a luxury brand's social media marketing activities on customer engagement. In particular, applying the dual perspective of customer engagement, this research examines the influence… read more here.
Keywords: brand; customer engagement; social media; luxury ... See more keywords
Customer engagement in the service context: An empirical investigation of the construct, its antecedents and consequences
Sign Up to like & getrecommendations! Published in 2019 at "Journal of Retailing and Consumer Services"
DOI: 10.1016/j.jretconser.2019.05.018
Abstract: Abstract Scholars and practitioners have long acknowledged the importance of offering superior service quality in creating long-term bonds between customers and their brands. However, the importance of service quality as a tool to enhance customer… read more here.
Keywords: service quality; customer engagement; service;
Examining customer engagement and brand intimacy in social media context
Sign Up to like & getrecommendations! Published in 2020 at "Journal of Retailing and Consumer Services"
DOI: 10.1016/j.jretconser.2020.102035
Abstract: Customer engagement (CE) is critical for firms to cultivate and improve customer brand experience in the customer journey. However, few studies are available on the effects of customer-based driving forces on CE in a defined… read more here.
Keywords: context; customer engagement; customer; brand ... See more keywords
Your receipt is in the bag: Service and temporal effects as factors of customer engagement formation during acquisition
Sign Up to like & getrecommendations! Published in 2021 at "Journal of Retailing and Consumer Services"
DOI: 10.1016/j.jretconser.2021.102603
Abstract: Abstract The current study examines how customer engagement initially develops during customer acquisition. The study utilizes a factorial design with videos to represent positive/negative experiences over the course of a potential acquisition. Findings suggest a… read more here.
Keywords: customer engagement; acquisition; customer; receipt bag ... See more keywords
The impact of smart connectivity features on customer engagement in electric vehicles
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DOI: 10.1016/j.spc.2020.10.004
Abstract: Abstract Sustainable transportation is one of the solutions to global warming because road transport is responsible for a considerable part of the total carbon emissions. Electric vehicle (EV) technology is still developing, and most of… read more here.
Keywords: customer engagement; customer; electric vehicles; connectivity features ... See more keywords
A Multi-Valenced Perspective on Consumer Engagement Within a Social Service
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DOI: 10.1080/10696679.2016.1270772
Abstract: The literature on customer engagement has focused on its positive valence at the expense of its negative manifestations. This study seeks to address this gap by exploring how positive, disengaged, and negative valences of engagement… read more here.
Keywords: multi valenced; within social; customer engagement; service ... See more keywords
Understanding CSR and Customer Loyalty: The Role of Customer Engagement
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DOI: 10.1080/15228916.2021.1962154
Abstract: This study investigates the effect of corporate social responsibility (CSR) on customer loyalty and explores the role of customer engagement. The moderating role of gender is also examined. A total... read more here.
Keywords: csr customer; customer engagement; customer; role customer ... See more keywords
The impact of perceived corporate social responsibility on value-in-use through customer engagement in non-profit sports clubs: the moderating role of co-production
Sign Up to like & getrecommendations! Published in 2021 at "European Sport Management Quarterly"
DOI: 10.1080/16184742.2021.1929375
Abstract: Despite the increasing importance of customer engagement (CE) as a significant facet to facilitate increased profitability for organisations, little sport management research has examined anteceden... read more here.
Keywords: customer engagement; perceived corporate; customer; impact perceived ... See more keywords
The effects of perceived luxury value on customer engagement and purchase intention in live streaming shopping
Sign Up to like & getrecommendations! Published in 2021 at "Asia Pacific Journal of Marketing and Logistics"
DOI: 10.1108/apjml-08-2021-0564
Abstract: PurposeNowadays, more and more Chinese consumers purchase luxury goods on live streaming platforms. However, the existing literature rarely focuses on this emerging phenomenon. This article attempts to construct a theoretical model based on the perceived… read more here.
Keywords: customer engagement; perceived luxury; value; luxury ... See more keywords