Digital customer engagement: A systematic literature review and research agenda

IF 2 4区管理学 Q3 BUSINESS

Australian Journal of Management Pub Date : 2023-06-05 DOI:10.1177/03128962231177096

Ritu Srivastava, P. Gupta, H. Kumar, Nikhita Tuli

引用次数: 2

Abstract

Digital technologies have become critical to businesses for their engagement, sales, and other marketing-related activities. However, despite massive attention over the last few years, managers still lack an understanding of users’ engagement behavior toward these digital technologies. The paper aims to synthesize the state-of-the-art literature on digital consumer engagement by reviewing 139 relevant articles. The study reports on the theoretical lenses, methods, contexts, antecedents, drivers, and outcomes of digital customer engagement. In addition, the study lists top authors, journals, articles, and countries. Finally, the authors develop a comprehensive framework to better understand digital customer engagement and provide critical avenues for future research. JEL Classification: M31

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数字客户参与：系统的文献综述和研究议程

数字技术已经成为企业参与、销售和其他营销相关活动的关键。然而，尽管在过去几年里受到了广泛关注，但管理者仍然缺乏对用户对这些数字技术的参与行为的了解。本文旨在通过回顾139篇相关文章，综合有关数字消费者参与的最新文献。该研究报告了数字客户参与的理论视角、方法、背景、前因、驱动因素和结果。此外，该研究还列出了顶尖作者、期刊、文章和国家。最后，作者开发了一个全面的框架，以更好地理解数字客户参与，并为未来的研究提供关键途径。JEL分类：M31

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Australian Journal of Management Multiple-

CiteScore

10.60

自引率

4.20%

发文量

期刊介绍： The objectives of the Australian Journal of Management are to encourage and publish research in the field of management. The terms management and research are both broadly defined. The former includes the management of firms, groups, industries, regulatory bodies, government, and other institutions. The latter encompasses both discipline- and problem-based research. Consistent with the policy, the Australian Journal of Management publishes research in accounting, applied economics, finance, industrial relations, political science, psychology, statistics, and other disciplines, provided the application is to management, as well as research in areas such as marketing, corporate strategy, operations management, organisation development, decision analysis, and other problem-focuses paradigms.