Access the full text.
Sign up today, get DeepDyve free for 14 days.
Loading next page...
/lp/sage/customer-engagement-ZhC5AkTtYE
References (106)
-
J. Noland, R. Phillips (2010)
Stakeholder Engagement, Discourse Ethics and Strategic ManagementERN: Culture & Leadership (Topic)
-
R. Morgan, S. Hunt (1994)
The Commitment-Trust Theory of Relationship MarketingJournal of Marketing, 58
-
J. Burgoon, J. Bonito, Bjorn Bengtsson, Artemio Ramirez, Norah Dunbar, Nathan Miczo (1999)
Testing the Interactivity Model: Communication Processes, Partner Assessments, and the Quality of Collaborative WorkJ. Manag. Inf. Syst., 16
-
B. Calder, E. Malthouse, Ute Schaedel (2009)
An Experimental Study of the Relationship between Online Engagement and Advertising EffectivenessJournal of Interactive Marketing, 23
-
F. Luthans, S. Peterson (2002)
Employee engagement and manager self‐efficacyJournal of Management Development, 21
-
Eean Crawford, J. Lepine, B. Rich (2010)
Linking job demands and resources to employee engagement and burnout: a theoretical extension and meta-analytic test.The Journal of applied psychology, 95 5
-
L. Guest (1944)
A study of brand loyalty.Journal of Applied Psychology, 28
-
J. Downer, S. Rimm-Kaufman, R. Pianta (2007)
How Do Classroom Conditions and Children's Risk for School Problems Contribute to Children's Behavioral Engagement in Learning?School Psychology Review, 36
-
Norleen Pomerantz (2006)
Student Engagement: A New Paradigm for Student AffairsThe College Student Affairs Journal, 25
-
C. Moorman, Rohit Deshpandé, G. Zaltman (1993)
Factors affecting trust in market research relationships.Journal of Marketing, 57
-
A. Vibert, Carolyn Sheilds (2003)
APPROACHES TO STUDENT ENGAGEMENT: DOES IDEOLOGY MATTER?, 38
-
Jennifer Escalas, J. Bettman (2005)
Self‐Construal, Reference Groups, and Brand MeaningJournal of Consumer Research, 32
-
A. Payne, K. Storbacka, Pennie Frow (2008)
Managing the co-creation of valueJournal of the Academy of Marketing Science, 36
-
Wayne Hoyer, Rajesh Chandy, M. Dorotic, M. Krafft, Siddharth Singh (2010)
Consumer Cocreation in New Product DevelopmentJournal of Service Research, 13
-
B. Calder, E. Malthouse (2005)
Managing Media and Advertising Change with Integrated MarketingJournal of Advertising Research, 45
-
P. Verhoef, W. Reinartz, M. Krafft (2010)
Customer Engagement as a New Perspective in Customer ManagementJournal of Service Research, 13
-
E. Arnould, Craig Thompson (2005)
Reflections and Reviews Consumer Culture Theory (CCT): Twenty Years of Research -
Cheryl Jarvis, Scott MacKenzie, P. Podsakoff (2003)
A Critical Review of Construct Indicators and Measurement Model Misspecification in Marketing and Consumer ResearchJournal of Consumer Research, 30
-
Frank Catteeuw, E. Flynn, James Vonderhorst (2007)
Employee Engagement: Boosting Productivity in Turbulent TimesOrganization Development Journal, 25
-
M. Sawhney, Gianmario Verona, Emanuela Prandelli (2005)
Collaborating to create: The Internet as a platform for customer engagement in product innovationJournal of Interactive Marketing, 19
-
Bernd Schmitt, L. Zarantonello, J. Brakus (2009)
Brand Experience: What is It? How is it Measured? Does it Affect Loyalty?Journal of Marketing, 73
-
H. Schau, A. Muñiz, E. Arnould (2009)
How Brand Community Practices Create ValueJournal of Marketing, 73
-
Joseph Plummer (2005)
Editorial: Why Look into Media Planning?Journal of Advertising Research, 45
-
M. Jennings, Vicki Zeitner (2003)
Internet Use and Civic Engagement: A Longitudinal AnalysisPublic Opinion Quarterly, 67
-
Michael Johnson, C. Fornell (1991)
A Framework for Comparing Customer Satisfaction across Individuals and Product CategoriesJournal of Economic Psychology, 12
-
D. Peppers, M. Rogers (2005)
Return on customer : creating maximum value from your scarcest resource -
S. Schembri (2006)
Rationalizing service logic, or understanding services as experience?Marketing Theory, 6
-
L. Hollebeek (2011)
Demystifying customer brand engagement: Exploring the loyalty nexusJournal of Marketing Management, 27
-
Nancy Grudens‐Schuck (2000)
Conflict and engagement: An empirical study of a farmer-extension partnership in a sustainable agriculture programJournal of Agricultural and Environmental Ethics, 13
-
J. Bowden (2009)
The Process of Customer Engagement: A Conceptual FrameworkJournal of Marketing Theory and Practice, 17
-
Bob Woodard (2006)
Editorial: Building “Engagement,” One Brick at a TimeJournal of Advertising Research, 46
-
Yuen Huo, Kevin Binning, Ludwin Molina (2010)
Testing an Integrative Model of Respect: Implications for Social Engagement and Well-BeingPersonality and Social Psychology Bulletin, 36
-
J. Zaichkowsky (1994)
The Personal Involvement Inventory: Reduction, Revision, and Application to AdvertisingJournal of Advertising, 23
-
W. Achterberg, A. Pot, A. Kerkstra, M. Ooms, M. Muller, M. Ribbe (2003)
The effect of depression on social engagement in newly admitted Dutch nursing home residents.The Gerontologist, 43 2
-
J. Saczynski, Lisa Pfeifer, K. Masaki, E. Korf, D. Laurin, L. White, L. Launer (2006)
The effect of social engagement on incident dementia: the Honolulu-Asia Aging Study.American journal of epidemiology, 163 5
-
A. Saks (2006)
Antecedents and consequences of employee engagementJournal of Managerial Psychology, 21
-
M. Bitner (1992)
Servicescapes: The Impact of Physical Surroundings on Customers and Employees:Journal of Marketing, 56
-
E. Higgins, Abigail Scholer (2009)
Engaging the Consumer: The Science and Art of the Value Creation Process -
P. Blumenfeld, J. Meece (1988)
Task Factors, Teacher Behavior, and Students' Involvement and Use of Learning Strategies in ScienceThe Elementary School Journal, 88
-
Philip Dunham, Jadwiga Kl1mczak, P. Logue, Dunham (1993)
Swelling activation of K-Cl cotransport in LK sheep erythrocytes: a three-state processThe Journal of General Physiology, 101
-
Brian Massey, M. Levy (1999)
Interactivity, Online Journalism, and English-Language Web Newspapers in AsiaJournalism & Mass Communication Quarterly, 76
-
Brian Kane (2008)
Comprehensive Engagement: A Winning Strategy -
H. Marks (2000)
Student Engagement in Instructional Activity: Patterns in the Elementary, Middle, and High School YearsAmerican Educational Research Journal, 37
-
S. Haeckel (1998)
About the Nature and Future of Interactive MarketingJournal of Interactive Marketing, 12
-
René Algesheimer, U. Dholakia, A. Herrmann (2005)
The Social Influence of Brand Community: Evidence from European Car ClubsJournal of Marketing, 69
-
Bonita London, G. Downey, Shauna Mace (2007)
Psychological Theories of Educational Engagement: A Multi-Method Approach to Studying Individual Engagement and Institutional ChangeVanderbilt Law Review, 60
-
Ruth Bolton, Shruti Saxena-Iyer (2009)
Interactive Services: A Framework, Synthesis and Research DirectionsJournal of Interactive Marketing, 23
-
Douglas May, R. Gilson, L. Harter (2004)
The psychological conditions of meaningfulness, safety and availability and the engagement of the human spirit at work, 77
-
J. Munuera-Alemán, E. Delgado-Ballester, Maria Yague-Guillen (2003)
Development and Validation of a Brand Trust ScaleInternational Journal of Market Research, 45
-
J. Rasmussen (1986)
Information Processing and Human-Machine Interaction: An Approach to Cognitive Engineering -
A. Rindfleisch, A. Malter, Shankar Ganesan, C. Moorman (2008)
Cross-Sectional versus Longitudinal Survey Research: Concepts, Findings, and GuidelinesJournal of Marketing Research, 45
-
J. Guthrie, Kathleen Cox (2001)
Classroom Conditions for Motivation and Engagement in ReadingEducational Psychology Review, 13
-
Vikas Kumar, Lerzan Aksoy, B. Donkers, R. Venkatesan, T. Wiesel, Sebastian Tillmanns (2010)
Undervalued or Overvalued Customers: Capturing Total Customer Engagement ValueJournal of Service Research, 13
-
Banwari Mittal (1995)
A comparative analysis of four scales of consumer involvementPsychology & Marketing, 12
-
M. Christopher, A. Payne, D. Ballantyne, L. Pelton (1993)
Relationship Marketing: Bringing Quality, Customer Service and Marketing Together -
G. Day (1976)
A Two-Dimensional Concept of Brand Loyalty -
Scott MacKenzie, P. Podsakoff, Cheryl Jarvis (2005)
The problem of measurement model misspecification in behavioral and organizational research and some recommended solutions.The Journal of applied psychology, 90 4
-
Jeffery Mondak, Matthew Hibbing, D. Canache, M. Seligson, Mary Anderson (2010)
Personality and Civic Engagement: An Integrative Framework for the Study of Trait Effects on Political BehaviorAmerican Political Science Review, 104
-
W. Macey, B. Schneider (2008)
The Meaning of Employee EngagementIndustrial and Organizational Psychology, 1
-
R. Brodie, A. Ilić, Biljana Juric, L. Hollebeek (2013)
Consumer engagement in a virtual brand community: An exploratory analysisJournal of Business Research, 66
-
Jenny Doorn, Katherine Lemon, Vikas Mittal, Stephan Nass, Doreén Pick, Peter Pirner, P. Verhoef (2010)
Customer Engagement Behavior: Theoretical Foundations and Research DirectionsJournal of Service Research, 13
-
Blake Ashforth, R. Humphrey (1993)
Emotional Labor in Service Roles: The Influence of IdentityAcademy of Management Review, 18
-
S. Nambisan, P. Nambisan (2008)
How to Profit From a Better ¿Virtual Customer Environment¿MIT Sloan Management Review, 49
-
S. Vargo, R. Lusch (2004)
Evolving to a New Dominant Logic for MarketingJournal of Marketing, 68
-
M. Koyuncu, R. Burke, L. Fiksenbaum (2006)
Work engagement among women managers and professionals in a Turkish bankEquality, Diversity and Inclusion, 25
-
J. Rotter (1967)
A new scale for the measurement of interpersonal trust.Journal of personality, 35 4
-
B. Pine, J. Gilmore (1999)
The Experience Economy -
G. Matthews, J. Warm, L. Reinerman-Jones, Lisa Langheim, D. Washburn, L. Tripp (2010)
Task engagement, cerebral blood flow velocity, and diagnostic monitoring for sustained attention.Journal of experimental psychology. Applied, 16 2
-
J. Guthrie (2001)
Contexts for Engagement and Motivation in Reading., 4
-
S. Vargo (2009)
Toward a transcending conceptualization of relationship: a service‐dominant logic perspectiveJournal of Business & Industrial Marketing, 24
-
Jennifer Escalas (2004)
Narrative Processing: Building Consumer Connections to BrandsJournal of Consumer Psychology, 14
-
C. Grönroos (2011)
A service perspective on business relationships: The value creation, interaction and marketing interfaceIndustrial Marketing Management, 40
-
J. Bowden (2009)
Customer Engagement: A Framework for Assessing Customer-Brand Relationships: The Case of the Restaurant IndustryJournal of Hospitality Marketing & Management, 18
-
Shiri Vivek (2009)
A SCALE OF CONSUMER ENGAGEMENT -
P. Kothandaraman, David Wilson (2001)
The Future of CompetitionIndustrial Marketing Management, 30
-
Shiri Vivek, S. Beatty, R. Morgan (2012)
Customer Engagement: Exploring Customer Relationships Beyond PurchaseJournal of Marketing Theory and Practice, 20
-
D. McConnell (2006)
E-Learning Groups and Communities -
M. Jennings, L. Stoker (2004)
Social Trust and Civic Engagement across Time and GenerationsActa Politica, 39
-
M. Greenwood (2007)
Stakeholder Engagement: Beyond the Myth of Corporate ResponsibilityJournal of Business Ethics, 74
-
Jennifer Fredricks, P. Blumenfeld, Alison Paris (2004)
School Engagement: Potential of the Concept, State of the EvidenceReview of Educational Research, 74
-
Alex Wang (2006)
Advertising Engagement: A Driver of Message Involvement on Message EffectsJournal of Advertising Research, 46
-
Ulrika Bejerholm, M. Eklund (2007)
Occupational engagement in persons with schizophrenia: relationships to self-related variables, psychopathology, and quality of life.The American journal of occupational therapy : official publication of the American Occupational Therapy Association, 61 1
-
A. Payne, K. Storbacka, Pennie Frow, S. Knox (2009)
Co-creating brands : Diagnosing and designing the relationship experienceJournal of Business Research, 62
-
David Sprott, S. Czellár, Eric Spangenberg (2009)
The Importance of a General Measure of Brand Engagement on Market Behavior: Development and Validation of a ScaleJournal of Marketing Research, 46
-
V. Ramaswamy (2004)
Co-creation experiences: The next practice in value creationJournal of Interactive Marketing, 18
-
Tammo Bijmolt, P. Leeflang, Frank Block, Maik Eisenbeiss, Bruce Hardie, A. Lemmens, Peter Saffert (2010)
Analytics for Customer EngagementJournal of Service Research, 13
-
Michel Pham, T. Avnet (2009)
Rethinking Regulatory Engagement Theory -
D. Roberts, Thomas Davenport (2002)
Job engagement: Why it's important and how to improve ItEmployment Relations Today, 29
-
William Kahn (1990)
Psychological Conditions of Personal Engagement and Disengagement at WorkAcademy of Management Journal, 33
-
C. Bryson, L. Hand (2007)
The role of engagement in inspiring teaching and learningInnovations in Education and Teaching International, 44
-
Yaoqi Zhou, C. Hall, M. Karplus (1999)
The calorimetric criterion for a two‐state process revisitedProtein Science, 8
-
Shouping Hu (2010)
Scholarship Awards, College Choice, and Student Engagement in College Activities: A Study of High-Achieving Low-Income Students of ColorJournal of College Student Development, 51
-
S. Vargo, R. Lusch (2008)
Service-dominant logic: continuing the evolutionJournal of the Academy of Marketing Science, 36
-
Alexa Bezjian-Avery, B. Calder, D. Iacobucci (1998)
New media interactive advertising vs. traditional advertisingJournal of Advertising Research, 38
-
P. Verhoef, Katherine Lemon, A. Parasuraman, Anne Roggeveen, Michael Tsiros, L. Schlesinger (2009)
Customer Experience Creation: Determinants, Dynamics and Management StrategiesJournal of Retailing, 85
-
R. May, L. Richard, M. Harter (2004)
THE PSYCHOLOGICAL CONDITIONS OF MEANINGFULNESS, 77
-
A. Balsano (2005)
Youth Civic Engagement in the United States: Understanding and Addressing the Impact of Social Impediments on Positive Youth and Community DevelopmentApplied Developmental Science, 9
-
F. Frank, Richard Finnegan, Craig Taylor (2004)
The Race for Talent: Retaining and Engaging Workers in the 21st Century, 27
-
V. Ramaswamy (2009)
Leading the transformation to co‐creation of valueStrategy & Leadership, 37
-
Matthew Thomson, D. Macinnis, C. Park (2005)
The Ties That Bind: Measuring the Strength of Consumers’ Emotional Attachments to BrandsJournal of Consumer Psychology, 15
-
R. Heath (2007)
How do we predict advertising attention and engagement -
M. Csíkszentmihályi (1990)
Flow: The Psychology of Optimal Experience -
B. Cova, R. Salle (2008)
Marketing solutions in accordance with the S-D logic: Co-creating value with customer network actorsIndustrial Marketing Management, 37
-
E. Gummesson (1994)
Broadening and Specifying Relationship MarketingAustralasian Marketing Journal, 2
-
Anne Mollen, Hugh Wilson (2010)
Engagement, telepresence and interactivity in online consumer experience: Reconciling scholastic and managerial perspectivesJournal of Business Research, 63
-
H. Marks, S. Printy (2003)
Principal Leadership and School Performance: An Integration of Transformational and Instructional LeadershipEducational Administration Quarterly, 39
- Publisher
- SAGE
- Copyright
- © SAGE Publications 2011
- ISSN
- 1094-6705
- eISSN
- 1552-7379
- DOI
- 10.1177/1094670511411703
- Publisher site
- See Article on Publisher Site
Abstract
In today’s highly dynamic and interactive business environment, the role of “customer engagement” (CE) in cocreating customer experience and value is receiving increasing attention from business practitioners and academics alike. Despite this interest, systematic scholarly inquiry into the concept and its conceptual distinctiveness from other, associated relational concepts has been limited to date. This article explores the theoretical foundations of CE by drawing on relationship marketing theory and the service-dominant (S-D) logic. The analysis also examines the use of the term “engagement” in the social science, management, and marketing academic literatures, as well as in specific business practice applications. Five fundamental propositions (FPs) derived from this analysis are used to develop a general definition of CE, and distinguish the concept from other relational concepts, including “participation” and “involvement.” The five propositions are used in the development of a framework for future research, the undertaking of which would facilitate the subsequent refinement of the conceptual domain of CE. Overall, CE, based on its relational foundations of interactive experience and the cocreation of value, is shown to represent an important concept for research in marketing and service management.
Journal
Journal of Service Research – SAGE
Published: Aug 1, 2011