Handbook of research on customer engagement / edited by Linda D. Hollebeek, David E. Sprott

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Resource type: Ressourcentyp: Buch (Online)Book (Online)Language: English Series: Research handbooks in business and management series | Edward Elgar E-Book ArchivePublisher: Cheltenham, UK ; Northampton, MA, USA : Edward Elgar Publishing, 2019Copyright date: © 2019Description: 1 Online-Ressource (XXIII, 506 Seiten) : IllustrationenISBN:

9781788114899

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Additional physical formats: 9781788114882 | Erscheint auch als: Handbook of research on customer engagement. Druck-Ausgabe. Cheltenham, UK : Edward Elgar Publishing, 2019. xxiii, 506 SeitenDDC classification:

658.812

LOC classification:

HF5415.5

DOI: DOI: 10.4337/9781788114899Online resources:

Summary: 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.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"--PPN: PPN: 168577993XPackage identifier: Produktsigel: ZDB-1-EEM | ZDB-1-EWE | ZDB-77-ECB | ZDB-77-EEC

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