... empirically support the positive SVDR hypotheses for the four consumer shopping-service orientations and WTPM for online services. ACAM results: Nearly all cases (i.e. respondents) filtered for high versus scores for both customer brand engagement and general online customer experience have high scores...

.... However, research on mechanisms which harness these specific customer engagement behaviours (CEB) in branded social media platforms is limited. Based on the stimulus–organism–response paradigm, this study investigates how specific online-service design characteristics in social media brand pages induce...

... gender identity of their services as well as cues that suggest gender relating to consumers and front-line employees. Automated and online services also must be positioned to give correct gender cues, particularly to male markets. Originality/value – This is one of the few studies to explore...