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Customer engagement patterns and new venture outcomes
AbstractWe investigate how different value creation processes affect the early-stage performance of new ventures. Specifically, we focus on...
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Valuing Customer Engagement Strategies to Measure and Maximize Profitability
In recent years, the concept of customer engagement has evolved as a powerful tool in the managerial toolkit of firms to incorporate a profitable...
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Building theoretical sand castles: the case of customer brand engagement
The goal of building a theory of customer brand engagement can be recognized in the sustained research efforts in this area. Three studies were...
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Overview of Customer Engagement
This chapter begins with the introduction of the concept of customer engagement. It provides the background and context necessary to understand...
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Customer Engagement Value
This chapter discusses the customer engagement value concept and metric. This is a comprehensive, quantifiable, and forward-looking framework that...
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Promoting or hindering? Understanding the effects of multicommunicating on customer engagement into e-commerce livestreaming
E-commerce livestreaming innovatively transforms interactions between sellers and consumers. Customers can participate into multiple conversations by...
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The promotional effect of interpersonal attraction of service employees on customer engagement in the S-D logic
Encouragement of customer engagement and positive customer behavior is one of the keys to recovery for hospitality companies in the post-epidemic...
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Investigating the impact of psychological customer engagement on customer engagement behaviors: the moderating role of customer commitment
We aim to differentiate psychological customer engagement from behavioral customer engagement formally. Thus, we examine the impact of psychological...
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B2B Customer Engagement Strategy An Introduction to Managing Customer Experience
Business to business (B2B) transactions account for 60-70% of all transactions globally. Considering this, many supplier firms aspire to create high...
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A resource-based perspective on customer engagement behaviors: A typology, conceptual framework, and research avenues
Numerous forms of customer engagement behaviors (CEBs) have surfaced, highlighting the need for finding common conceptual ground to explore different...
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Perceived retailer innovativeness and its impact on customer engagement behavior in smart retailing
Retailers are constantly innovating to gain competitive advantages in smart retailing. As the final judges of innovations, how customers perceive...
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Supervising or assisting? The influence of virtual anchor driven by AI–human collaboration on customer engagement in live streaming e-commerce
Digital technologies such as artificial intelligence (AI) are driving the growth of live-streaming e-commerce. As a result, a rising number of...
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Doing good for good: how does corporate social responsibility drive customer citizenship behavior? The mediation of engagement, trust, and identification
How firms’ doing “good” inspires customers to do “good” is rarely investigated. Drawing upon social exchange, social identity, and signaling...
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Configuring managerial factors to enhance omnichannel experience and customer engagement behaviors for a solid loyalty loop
This study expounds a strategic framework of omnichannel integration to enhance the customer experience in the inner circle of loyalty loop....
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The effect of subscription relational bond on customer engagement and stickiness in podcast: the moderating role of social connectedness
This study examines how the different subscription relational bonds influence customer engagement and stickiness outcomes in podcasts from a...
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Electronic word-of-mouth (eWOM) and customer brand engagement (CBE): Do they really go hand-in-hand?
Positive electronic word-of-mouth (eWOM) is critical for ensuring brand engagement. Customer brand engagement (CBE) leads to eWOM creating a...
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Customer engagement in firm-initiated and consumer-initiated online brand communities: an exploratory study
This study examines the difference between Facebook-based firm-initiated online brand communities (FIOBCs) and consumer-initiated online brand...
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What Is Customer Engagement?
This chapter introduces the idea of customer engagement (CE) and sets the scene for the book. CE centres on the customer’s interactions with multiple...
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Online customer engagement in the post-pandemic scenario: a hybrid thematic analysis of the luxury fashion industry
The COVID-19 pandemic had a strong impact on all businesses, and especially the luxury sector. As an adaptation strategy, businesses are engaging in...
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Quantifying the link between employee engagement, and customer satisfaction and retention in the car rental industry
In the retail service industry, employee engagement may play an important role in customer satisfaction and retention, as employees often interact...
