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Handbook of Research on Customer Engagement
Research Handbooks in Business and Management series
Edited by
Linda D. Hollebeek
and
David E. Sprott
Restricted access
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.
Restricted access
Content
Front Matter
Copyright
Contents
Contributors
Introduction to the Handbook of Research on Customer Engagement
Part I: Customer Engagement and Marketing Practice
Chapter 1: Engagement-to-value (E2V): an empirical case study
Chapter 2: Boosting customer engagement through gamification: a customer engagement marketing approach
Chapter 3: Applying design thinking to innovate, validate, and implement new digital services
Chapter 4: Online reviews as customers’ dialogues with and about brands
Chapter 5: Engagement and technology as key enablers for a circular economy
Part II: Customer Engagement Conceptualization and Conceptual Relationships
Chapter 6: How in-store retail and service atmosphere create customer engagement
Chapter 7: Customer engagement: the role of gamification
Chapter 8: Giving or receiving in social media: can content marketing simultaneously drive productive and consumptive engagement?
Chapter 9: Story-based consumer engagement: a conceptual framework
Chapter 10: Personality-based consumer engagement styles: conceptualization, research propositions and implications
Chapter 11: Practices, engagement, and service systems as a holistic perspective on technological actors
Part III: Customer Engagement and Organizational Performance
Chapter 12: Review of engagement drivers for an instrument to measure customer engagement marketing strategy
Chapter 13: Positively and negatively valenced customer engagement: the constructs and their organizational consequences
Chapter 14: Customer engagement and organizational performance: a service-dominant logic perspective
Chapter 15: Leveraging user-generated content: a visual case analysis of Contiki’s brand co-creation campaign
Chapter 16: A web site engagement measurement for digital marketers
Chapter 17: Temporality of customer engagement in service innovation: a theoretical model
Part IV: Customer Engagement and Networked Environments
Chapter 18: The impact of customer engagement behaviors and majority/minority information on the use of online reviews
Chapter 19: Sharing uncertainty across organizations: service capital and customer engagement for realizing nonownership value
Chapter 20: Connections and interactions: an engagement perspective on customer networks
Chapter 21: The role of consumer engagement in recovering online service failures: an application of service-dominant logic
Chapter 22: Conceptualizing health consumer engagement: an extended framework of resource integration, co-creation and engagement
Index
Handbook
Published:
11 Nov 2019
Print ISBN:
9781788114882
eISBN:
9781788114899
DOI:
https://doi.org/10.4337/9781788114899
Pages:
c 544
Collection:
Business 2019
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Subjects
Business and Management
Marketing
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