Handbook of Research on Customer Engagement最新文献

Online reviews as customers’ dialogues with and about brands 在线评论是客户与品牌之间的对话

Handbook of Research on Customer Engagement Pub Date : 2019-11-11 DOI: 10.4337/9781788114899.00010

E. Maslowska, S. Kim, E. Malthouse, Vijay Viswanathan

引用次数: 3

The role of consumer engagement in recovering online service failures: an application of service-dominant logic 消费者参与在恢复在线服务故障中的作用:服务主导逻辑的应用

Handbook of Research on Customer Engagement Pub Date : 2019-11-11 DOI: 10.4337/9781788114899.00030

J. Islam, Z. Rahman, L. Hollebeek

引用次数: 14

Conceptualizing health consumer engagement: an extended framework of resource integration, co-creation and engagement 健康消费者参与的概念化:资源整合、共同创造和参与的扩展框架

Handbook of Research on Customer Engagement Pub Date : 2019-11-11 DOI: 10.4337/9781788114899.00031

K. Burns, S. Tuzovic

{"title":"Conceptualizing health consumer engagement: an extended framework of resource integration, co-creation and engagement","authors":"K. Burns, S. Tuzovic","doi":"10.4337/9781788114899.00031","DOIUrl":"https://doi.org/10.4337/9781788114899.00031","url":null,"abstract":"The term ‘engagement’ is increasingly used in healthcare and medical practice (Bright et al. 2015) and has become a key priority for policy makers (Fumagalli et al. 2014). While patient engagement has received increasing attention in the healthcare literature, there is “little consensus on what engagement is, what leads to a patient being perceived as engaged or disengaged or indeed, how engagement occurs” (Bright et al. 2015, p. 643). Indeed, an ontological framework for describing and measuring patient engagement is still absent in extant literature (Prey et al. 2014). Furthermore, research has not addressed the expanding role of the self-monitoring patient or viewed the data from the perspective of the consumer. In this context “medical self-photography” has emerged as a patient resource that can promote co-creation and patient engagement (McColl-Kennedy et al. 2012; Washington 2014). By generating medical data, patients are increasingly expanding their role, supporting medical treatment in the service network. This paper proposes a theoretical model of “health consumer engagement” based on the involvement and activation of patients and their peer network to collect and provide medical photos and health data within the service ecosystem. Results of two qualitative studies demonstrate that medical self-photography can engage and empower patients, offering health providers an opportunity to co-create the delivery of healthcare services with consumers improving credence service satisfaction and perceptions of reliability.","PeriodicalId":409948,"journal":{"name":"Handbook of Research on Customer Engagement","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2019-11-11","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"129298245","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 2

The impact of customer engagement behaviors and majority/minority information on the use of online reviews 顾客参与行为和多数/少数信息对在线评论使用的影响

Handbook of Research on Customer Engagement Pub Date : 2019-11-11 DOI: 10.4337/9781788114899.00027

T. Baker, Paul Fombelle, Clay M. Voorhees, Kristina Hall, Blake Runnalls

引用次数: 0

How in-store retail and service atmosphere create customer engagement 店内零售和服务氛围如何创造顾客参与

Handbook of Research on Customer Engagement Pub Date : 2019-11-11 DOI: 10.4337/9781788114899.00013

Elisa B. Schweiger, Anne L. Roggeveen, Dhruv Grewal, Nancy M. Puccinelli

引用次数: 2

Leveraging user-generated content: a visual case analysis of Contiki’s brand co-creation campaign 利用用户生成的内容:康迪奇品牌共同创造活动的视觉案例分析

Handbook of Research on Customer Engagement Pub Date : 2019-11-11 DOI: 10.4337/9781788114899.00023

R. Ouschan, Jay Turkington, J. Napoli

引用次数: 1

Boosting customer engagement through gamification: a customer engagement marketing approach 通过游戏化提升客户参与度:一种客户参与度营销方法

Handbook of Research on Customer Engagement Pub Date : 2019-11-11 DOI: 10.4337/9781788114899.00008

Sandra Streukens, Allard C. R. van Riel, D. Novikova, Sara Leroi-Werelds

引用次数: 3

Story-based consumer engagement: a conceptual framework 基于故事的消费者粘性:一个概念框架

Handbook of Research on Customer Engagement Pub Date : 2019-11-11 DOI: 10.4337/9781788114899.00016

Laurence Dessart, V. Pitardi

引用次数: 2

Positively and negatively valenced customer engagement: the constructs and their organizational consequences 积极和消极价值的客户参与:结构和他们的组织后果

Handbook of Research on Customer Engagement Pub Date : 2019-11-11 DOI: 10.4337/9781788114899.00021

J. Marbach, N. Razavi, Cristiana Raquel Lages, L. Hollebeek

{"title":"Positively and negatively valenced customer engagement: the constructs and their organizational consequences","authors":"J. Marbach, N. Razavi, Cristiana Raquel Lages, L. Hollebeek","doi":"10.4337/9781788114899.00021","DOIUrl":"https://doi.org/10.4337/9781788114899.00021","url":null,"abstract":"Until recently, the majority of academic research on customer engagement (CE) has \u0000focused on the concept’s positive valence that reflects consumers’ favorable brand-related \u0000cognitions, emotions, and behaviors, which typically contribute positively to brand performance. \u0000While the existence of negative CE manifestations has been recognized, little is known regarding \u0000their particular expressions, characteristics, and position in the broader nomological network, as \u0000explored in this chapter. While the antecedents and consequences of unidimensional and \u0000multidimensional negatively valenced CE (NVCE) have been explored in the literature, the \u0000consequences of multidimensional NVCE, particularly those at the organizational level, remain \u0000nebulous, as explored in this chapter. In addition, we examine organizational-level consequences \u0000of positively valenced CE (PVCE) that are contrasted to those of NVCE. To achieve these \u0000objectives, we first conceptualize positively and negatively valenced CE, followed by an \u0000exploration of their respective consequences. We conclude by offering specific managerial \u0000recommendations to increase positive CE whilst halting the concept’s negative expressions.","PeriodicalId":409948,"journal":{"name":"Handbook of Research on Customer Engagement","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2019-11-11","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"130800888","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 1

Connections and interactions: an engagement perspective on customer networks 连接与互动:客户网络的参与视角

Handbook of Research on Customer Engagement Pub Date : 2019-11-11 DOI: 10.4337/9781788114899.00029

Kim A. Johnston, A. Lane

{"title":"Connections and interactions: an engagement perspective on customer networks","authors":"Kim A. Johnston, A. Lane","doi":"10.4337/9781788114899.00029","DOIUrl":"https://doi.org/10.4337/9781788114899.00029","url":null,"abstract":"Customer environments are characterised by networks of relationships and interactions that give value beyond the exchange of goods and services. This chapter synthesises these networks with traditional approaches to community engagement to present a three-part schema of consumer engagement. The three forms of consumer proposed are based on the provision of information by an organisation; consulting with consumers to seek their opinions; and allowing consumers to participate in organisational decision-making. Operationalising consumer engagement via customer networks shows they present unparalleled mechanisms to enhance organisation-customer relationships, as well as challenges to those relationships. Customer networks provide rich sources of information and relational capital on which organisations can draw. They also facilitate entry to organisational decision-making by those beyond the immediate interface with an organisation, including dissenting and dissonant voices. Engagement through customer networks therefore enables interaction and exchange out of which value can be co-created and shared within and beyond customer-organisational relationships. The challenge for organisations is how far they are prepared to go with prioritising the care and nurture of relationships with customers through engagement—maybe even putting long-term relational concerns ahead of short-term marketing objectives.","PeriodicalId":409948,"journal":{"name":"Handbook of Research on Customer Engagement","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2019-11-11","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"126656220","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0