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Research Handbooks in Business and Management Ser.: Handbook of Research on Customer Engagement by David E. Sprott (2021, Trade Paperback)
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About this product
Product Identifiers
PublisherElgar Publishing, Incorporated, Edward
ISBN-101800886101
ISBN-139781800886100
eBay Product ID (ePID)8050414948
Product Key Features
Number of Pages544 Pages
Publication NameHandbook of Research on Customer Engagement
LanguageEnglish
SubjectMarketing / General, Customer Relations, Consumer Behavior, Commerce
Publication Year2021
TypeTextbook
Subject AreaBusiness & Economics
AuthorDavid E. Sprott
SeriesResearch Handbooks in Business and Management Ser.
FormatTrade Paperback
Dimensions
Item Height1.1 in
Item Weight28.4 Oz
Item Length9.6 in
Item Width6.2 in
Additional Product Features
Intended AudienceScholarly & Professional
Reviews'The Handbook of Research on Customer Engagement addresses cutting-edge customer engagement (CE) issues and offers insight into its applications across different contexts. It includes contributions from globally renowned academics in the field and as such, should not be missed by any scholar or manager wishing to better understand or leverage CE. This title comes highly recommended.', 'This is an excellent compilation of perspectives and empirical insight on customer engagement from a global list of scholars. The chapters provide insight into the psychological and sociological theories underlying consumer engagement. They are relevant to both practicing managers as they design effect customer engagement marketing initiatives and academic researchers as they work to understand this new and emerging phenomenon. It is an interesting read on a topic that continues to gain importance in marketing strategy.' --Colleen M. Harmeling, Florida State University, US 'In the Handbook of Research on Customer Engagement , researchers from around the globe come together to examine a variety of emerging and innovative topics on customer engagement. Cutting across issues related to marketing practice, theory development, firm performance, and networked environments, the set of collated papers will be useful not only to academics who study engagement, but also to business practitioners who aim to better engage their customers.' --Robert W. Palmatier, University of Washington, US 'The Handbook of Research on Customer Engagement addresses cutting-edge customer engagement (CE) issues and offers insight into its applications across different contexts. It includes contributions from globally renowned academics in the field and as such, should not be missed by any scholar or manager wishing to better understand or leverage CE. This title comes highly recommended.' --Moira Clark, Henley Business School, University of Reading, UK
Dewey Edition23
Dewey Decimal658.812
Table Of ContentContents:Introduction to the Handbook of Research on CustomerEngagement 1Linda D. Hollebeek and David E. SprottPART I CUSTOMER ENGAGEMENT AND MARKETINGPRACTICEIntroduction: customer engagement and marketing practice 4V. Kumar 1 Engagement-to-value (E2V): an empirical case study 20Debbie Isobel Keeling, Ko de Ruyter and David Cox 2 Boosting customer engagement through gamification: acustomer engagement marketing approach 35Sandra Streukens, Allard van Riel, Daria Novikova andSara Leroi-Werelds 3 Applying design thinking to innovate, validate, and implementnew digital services 55Nj.l Sivertst.l and Annita Fjuk 4 Online reviews as customers' dialogues with and about brands 76Ewa Maslowska, Su Jung Kim, Edward C. Malthouse andVijay Viswanathan 5 Engagement and technology as key enablers for a circulareconomy 97Nicholas Vijverman, Bieke Henkens and Katrien VerleyePART II CUSTOMER ENGAGEMENT CONCEPTUALIZATIONAND CONCEPTUAL RELATIONSHIPSIntroduction: the evolution of conceptual work on customerengagement 114Ruth N. Bolton 6 How in-store retail and service atmosphere create customerengagement 126Elisa B. Schweiger, Anne L. Roggeveen, Dhruv Grewal andNancy M. Puccinelli 7 Customer engagement: the role of gamification 164Wafa Hammedi, Thomas Leclercq and Ingrid Poncin 8 Giving or receiving in social media: can content marketingsimultaneously drive productive and consumptiveengagement? 186Welf H. Weiger, Maik Hammerschmidt and Thomas P. Scholdra 9 Story-based consumer engagement: a conceptual framework 204Laurence Dessart and Valentina Pitardi 10 Personality-based consumer engagement styles:conceptualization, research propositions and implications 224Linda D. Hollebeek, Jamid Ul Islam, Keith Macky,Takashi Taguchi, Carolyn Costley and Dale Smith 11 Practices, engagement, and service systems as a holisticperspective on technological actors 245Jennifer ChandlerPART III CUSTOMER ENGAGEMENT ANDORGANIZATIONAL PERFORMANCEIntroduction: customer engagement and organizationalperformance: a financial perspective 259Bobby J. Calder 12 Review of engagement drivers for an instrument to measurecustomer engagement marketing strategy 271Shiri Vivek, Cynthia Kazanis and Ingita Jain 13 Positively and negatively valenced customer engagement: theconstructs and their organizational consequences 291Julia Marbach, Niloofar Borghei Razavi, Cristiana R. Lages andLinda D. Hollebeek 14 Customer engagement and organizational performance: aservice-dominant logic perspective 311Civilai Leckie, Munyaradzi W. Nyadzayo and Lester W. Johnson 15 Leveraging user-generated content: a visual case analysis ofContiki's brand co-creation campaign 329Robyn Ouschan, Jay Turkington and Julie Napoli 16 A web site engagement measurement for digital marketers 358Antonio Hyder and Otto Regalado-Pez.a 17 Temporality of customer engagement in service innovation: atheoretical model 376Amela Karahasanovic, Linda D. Hollebeek, Dimitra Chasanidouand Calin GurauPART IV CUSTOMER ENGAGEMENT AND NETWORKEDENVIRONMENTSIntroduction: value creation and co-creation within networks 391Sharon E. Beatty 18 The impact of customer engagement behaviors andmajority/minority information on the use of online reviews 402Thomas L. Baker, Paul Fombelle, Clay Voorhees,Kristina K. Lindsey Hall and Blake Runnalls 19 Sharing uncertainty across organizations: service capital andcustomer engagement for realizing nonownership value 423Michael Ehret and Jochen Wirtz 20 Connections and interactions: an engagement perspective oncustomer networks 441Kim A. Johnston and Anne B. Lane 21 The role of consumer engagement in recovering online servicefailures: an application of service-dominant logic 456Jamid Ul Islam, Zillur Rahman and Linda D. Hollebeek 22 Conceptualizing health consumer engagement: an extendedframework of resource integration, co-creation and engagement 470Kara Burns and Sven TuzovicIndex 493
SynopsisCustomer 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. Contributors include: T.L. Baker, S.E. Beatty, R.N. Bolton, K. Burns, B.J. Calder, J.D. Chandler, D. Chasanidou, C. Costley, D. Cox, K. de Ruyter, L. Dessart, M. Ehret, A. Fjuk, P.W. Fombelle, D. Grewal, C. Gurau, K.L. Hall, W. Hammedi, M. Hammerschmidt, B. Henkens, L.D. Hollebeek, A. Hyder, J.U. Islam, I. Jain, L.W. Johnson, K. Johnston, A. Karahasanovi , C. Kazanis, D.I. Keeling, S.J. Kim, V. Kumar, C.R. Lages, A. Lane, C. Leckie, T. LeClercq, S. Leroi-Werelds, K. Macky, E.C. Malthouse, J. Marbach, E. Maslowska, J. Napoli, D. Novikova, M. Nyadzayo, R. Ouschan, V. Pitardi, I. Poncin, N. Puccinelli, Z. Rahman, N.B. Razavi, O. Regalado-Pezúa, A.L. Roggeveen, B. Runnalls, T.P. Scholdra, E.B. Schweiger, N. Sivertstol, D.E. Sprott, S. Streukens, T. Taguchi, J. Turkington, S. Tuzovic, A. van Riel, K. Verleye, N. Vijverman, V. Viswanathan, S.D. Vivek, C.M. Voorhees, W.H. Weiger, J. Wirtz, 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.
LC Classification NumberHF5415.5
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