...' involvement in tourism activities, perceived service experience quality, and satisfaction. By integrating person-environment (P-E) fit theory with Social Zeitgeber theory, the study conceptualizes jetlag as a boundary condition that constrains customer engagement with service environments. Design...

... assess the findings and provide avenues for future research. Findings Our review reveals that TSR research is organised around four key thematic conversations: (a) designing memorable service experience, (b) factors accentuating customer engagement, (c) systemic well-being orchestration and (d) TSR...

...Manuel Aires de Matos; Lia Patrício; Jorge Grenha Teixeira Purpose Citizen engagement plays a crucial role in transitioning to sustainable service ecosystems. While customer engagement has been extensively studied in service research, citizen engagement has received significantly less attention...

... contributes to a conceptual integration between gamification and customer journey. Additionally, it provides opportunities for future research from a customer journey perspective. Gamification Customer journey Customer experience Customer engagement Companies and brands are constantly looking...

...Fang Qin; Wei Le; Min Zhang; Yujia Deng Purpose The boom in livestreaming commerce (LSC) has brought significant changes to social interaction methods. Understanding customer engagement in LSC is critical for online sellers who try to enhance the social influence and improve marketing...

... rights only This paper uses practice theory to strengthen the theoretical relationship between customer engagement (CE) and value cocreation (VCC), thereby demonstrating how customers may become engaged and remain engaged through VCC practices. The study adopts a problematization approach...

...Gurjeet Kaur Sahi; Rita Devi; Satya Bhusan Dash Purpose The purpose of this paper is to examine the impact of a customer engagement-enabling platform on a value captured by the firm and value acquired by the customer. It explores the relevance of relational and expertise value for customers during...

... as the key drivers of employee engagement (EE). It also examines the effects of EE on customer engagement (CE) and, in turn, on relationship commitment and switching intention. Design/methodology/approach Data were collected through a structured survey of service employees and customers of 69 bank...

... of comments and their positive tone; an authoritative style has no effect on customer engagement. The functions associated with message content (spreading information, building community or promoting action) influence customer liking and sharing. Building community tends to engage more customers than...

... on customers who had been contacted or had contacted an organization by means of MIM. Based on literature analysis, relations between customer engagement dimensions, satisfaction and behavior-based CRM performance were studied by using structural equation modeling. Findings The cognitive engagement...

... an interactive approach between the customer and the organization (cf. Vivek et al., 2012 ; Brodie et al., 2013). © Emerald Publishing Limited 2018 Emerald Publishing Limited Licensed re-use rights only Customer-dominant logic Customer engagement Valence Consumer engagement...

...Max Sim; Carolin Plewa Purpose Customer engagement is of critical interest to both academics and practitioners. Extant literature focusses primarily on customer engagement with a single focal object, usually brands; this study takes another view to consider customer engagement with multiple focal...

... organizations? This research proposes that understanding how value is created and co-created through organization-customer engagement activity in cause brands’ social media communities might assist other cause organizations to more easily meet their service delivery missions in a digital age. The notion...

...Wade Jarvis; Robyn Ouschan; Henry J. Burton; Geoffrey Soutar; Ingrid M. O’Brien Purpose Both customer engagement (CE) and corporate social responsibility (CSR) have been linked to customer loyalty. Past studies use service dominant logic and customer value co-creation to explain this relationship...

...Lorena Blasco-Arcas; Blanca Isabel Hernandez-Ortega; Julio Jimenez-Martinez Purpose The purpose of this paper is to explore the role of emotions in developing customer engagement and brand image during virtual service interactions. The authors explore the concept of engagement platforms (EPs...