... financial patronage. This article develops the concept of engagement journeys and discusses their implications on journey design and management. Design/methodology/approach This conceptual article synthesizes the customer journey and engagement literature to delineate the concept of engagement journeys...

...Wiebke Eberhardt; Thomas Post; Chantal Hoet; Elisabeth Brüggen The authors develop and validate a conceptual model, the retirement engagement model (REM), to understand the relationships between behavioral engagement (retirement information search), cognitive factors and engagement (e.g...

... to relationship and experience marketing. Brand purpose Brand communities Engagement Stakeholders Brand value One of the defining characteristics of service brands is an emphasis on customer interaction. Customer interactions are contacts between a brand and a customer that consist of joint...

...) and viewers, live-streaming platforms provide an environment for novel engagement behaviors and monetization structures. This research aims to examine communication foci and styles as levers of streaming success. In doing so, the authors analyze their impact on viewers' engagement with the stream. Design...

...Wei Wei Cheryl Leo; Cindy Yunhsin Chou; Tom Chen The results show significant effects of the psychological states of empowerment, engagement and entitlement on value cocreation. Of these three states, psychological empowerment had the strongest effect. The predictive strength of entitlement...

..., engagement and participation as prerequisites for co-creation. Relating to the different phases of the service process, the specific co-creation forms of co-ideation, co-valuation, co-design, co-testing and co-launching are classified as regenerative co-creation, while the specific co-creation forms of co...

...Julia M. Jonas; Julian Boha; David Sörhammar; Kathrin M. Moeslein Purpose To further extend the understanding of multidimensional engagement of stakeholders embedded in service systems, the purpose of this paper is to explore the antecedents that constitute stakeholder engagement in inter...

...Loic Pengtao Li; Biljana Juric; Roderick J. Brodie Purpose Valence is one of the key dimensions underlying actor engagement, yet there is limited research to provide a comprehensive understanding of the concept. The purpose of this paper is to conceptualise engagement valence in actor networks...

...Wafa Hammedi; Thomas Leclerq; Allard C.R. Van Riel Purpose Gamification introduces game-like properties into routine service processes to make them more engaging for service employees and users alike. The purpose of this paper is to investigate the effects of gamification mechanics, or game design...

... to service bundles. The results demonstrate that bundles play a powerful role in determining engagement behaviors critical to firms. Purchasing a service bundle vs a non-bundle influences how price value and functional value determine attitude and WOM intent in fundamentally different ways. Practical...

...Nwamaka A. Anaza; Brian Rutherford Purpose The purpose of this paper is to examine the impact of organizational and employee‐customer identification on job engagement. The paper also aims to explore the role of customer orientation in the model as a consequence of identification, in addition...

... relationship and what motivates users to participate. Design/methodology/approach For this a framework was developed based on classical concepts of use and gratification theory, customer engagement, and involvement theory. The model is tested using a multi‐step approach of qualitative and quantitative...