Books+ Search Results
Handbook of research on customer engagement
Title
Handbook of research on customer engagement / edited by Linda D. Hollebeek (Senior Associate Professor, Montpellier Business School (Montpellier Research in Management), France and Full Professor, Tallinn University of Technology, Estonia) and David E. Sprott (Professor of Marketing and Dean, College of Business, University of Wyoming, US).
ISBN
9781788114899 (e-book)
Publication
Northampton : Edward Elgar Publishing, 2019.
Physical Description
1 online resource (544 pages).
Local Notes
Access is available to the Yale community.
Notes
Includes index.
Description based on print record.
Access and use
Access restricted by licensing agreement.
Summary
"Customer engagement is now a critical research priority in contemporary marketing. In this Handbook, a cadre of international scholars offer an overview of current research on this rapidly growing field of study. Providing vital insights into current theoretical and practical treatments of customer engagement, chapters engage with a broad cross-section of state-of-the-art research. Covering the importance of customer engagement in broader marketing practices, conceptual relationships, organizational performance and networks, this Handbook grapples with both conceptual and empirical research to offer insight into current and rapidly emerging research issues. Featuring a broad theoretical scope, this Handbook attends to a rapidly growing international community of researchers in customer engagement. Scholars from related fields, including management, economics and sociology will also benefit from the range of applications of customer engagement research. This book is also crucial for marketing managers looking to improve and refine marketing environments"-- Provided by publisher.
Variant and related titles
Elgaronline.
Format
Books / Online
Language
English
Added to Catalog
December 03, 2019
Series
Research handbooks in business and management series
Contents
Contents: Introduction to the handbook of research on customer engagement
1: Linda D. Hollebeek and David E. Sprott
Part I: Customer engagement and marketing practice
Introduction: Customer engagement and marketing practice / V. Kumar
1 engagement-to-value (e2v): An empirical case study / Debbie Isobel Keeling, Ko de Ruyter and David Cox
2: Boosting customer engagement through gamification: A customer engagement marketing approach / Sandra Streukens, Allard van Riel, Daria Novikova and Sara Leroi-Werelds
3: Applying design thinking to innovate, validate, and implement new digital services / Nj.l Sivertst.l and Annita Fjuk
4: Online reviews as customers' dialogues with and about brands / Ewa Maslowska, Su Jung Kim, Edward C. Malthouse and Vijay Viswanathan
5: Engagement and technology as key enablers for a circular economy / Nicholas Vijverman, Bieke Henkens and Katrien Verleye
Part II: Customer engagement conceptualization and conceptual relationships
Introduction: The evolution of conceptual work on customer engagement / Ruth N. Bolton
6: How in-store retail and service atmosphere create customer engagement / Elisa B. Schweiger, Anne L. Roggeveen, Dhruv Grewal and Nancy M. Puccinelli
7: Customer engagement: The role of gamification / Wafa Hammedi, Thomas Leclercq and Ingrid Poncin
8: Giving or receiving in social media: Can content marketing simultaneously drive productive and consumptive engagement? / Welf H. Weiger, Maik Hammerschmidt and Thomas P. Scholdra
9: Story-based consumer engagement: A conceptual framework / Laurence Dessart and Valentina Pitardi
10 personality-based consumer engagement styles: Conceptualization, research propositions and implications / Linda D. Hollebeek, Jamid Ul Islam, Keith Macky, Takashi Taguchi, Carolyn Costley and Dale Smith
11: Practices, engagement, and service systems as a holistic perspective on technological actors / Jennifer Chandler
Part III: Customer engagement and organizational performance
Introduction: Customer engagement and organizational performance: A financial perspective / Bobby J. Calder
12: Review of engagement drivers for an instrument to measure customer engagement marketing strategy / Shiri Vivek, Cynthia Kazanis and Ingita Jain
13: Positively and negatively valenced customer engagement: The constructs and their organizational consequences / Julia Marbach, Niloofar Borghei Razavi, Cristiana R. Lages and Linda D. Hollebeek
14: Customer engagement and organizational performance: A service-dominant logic perspective / Civilai Leckie, Munyaradzi W. Nyadzayo and Lester W. Johnson
15: Leveraging user-generated content: A visual case analysis of contiki's brand co-creation campaign / Robyn Ouschan, Jay Turkington and Julie Napoli
16: A web site engagement measurement for digital marketers / Antonio Hyder and Otto Regalado-Pez.a
17: Temporality of customer engagement in service innovation: A theoretical model / Amela Karahasanović, Linda D. Hollebeek, Dimitra Chasanidou and Calin Gurau
Part IV: Customer engagement and networked environments Introduction: Value creation and co-creation within networks / Sharon E. Beatty
18: The impact of customer engagement behaviors and majority/minority information on the use of online reviews / Thomas L. Baker, Paul Fombelle, Clay Voorhees, Kristina K. Lindsey Hall and Blake Runnalls
19: Sharing uncertainty across organizations: service capital and customer engagement for realizing nonownership value / Michael Ehret and Jochen Wirtz
20: Connections and interactions: An engagement perspective on customer networks / Kim A. Johnston and Anne B. Lane
21: The role of consumer engagement in recovering online service failures: An application of service-dominant logic / Jamid Ul Islam, Zillur Rahman and Linda D. Hollebeek
22: Conceptualizing health consumer engagement: An extended framework of resource integration, co-creation and engagement / Kara Burns and Sven Tuzovic Index.
Genre/Form
Electronic books.
Also listed under
Bookmark As
Citation
