Customer Engagement draws on the extensive knowledge of the authors who are pioneers in the field. The editors of this book have identified the weakness in the current knowledge and aim to address this gap by touching on a number of significant conceptual and empirical contributions to this emerging literature stream, providing readers with a comprehensive contemporary perspective of customer engagement. The book also endeavors to develop a deeper narrative around the notion of social media and customer engagement as well as the non-monetary notion of social media within new media-based social networks.…mehr
Customer Engagement draws on the extensive knowledge of the authors who are pioneers in the field. The editors of this book have identified the weakness in the current knowledge and aim to address this gap by touching on a number of significant conceptual and empirical contributions to this emerging literature stream, providing readers with a comprehensive contemporary perspective of customer engagement. The book also endeavors to develop a deeper narrative around the notion of social media and customer engagement as well as the non-monetary notion of social media within new media-based social networks.
Roderick J. Brodie is a Professor at the Department of Marketing University of Auckland, New Zealand. Linda D. Hollebeek is a Senior Lecturer at the Graduate School of Management, University of Auckland, New Zealand. She is also Associate Professor (Adjunct) at the NHH Norwegian School of Economics, Bergen, Norway. Jodie Conduit is a Senior Lecturer at the Adelaide Business School, University of Adelaide, Australia.
Inhaltsangabe
Editorial Roderick J. Brodie Linda D. Hollebeek and Jodie Conduit Part 1: Engagement Conceptualisations 1. Customer Engagement and Value Co-creation Matthew Alexander and Elina Jaakkola 2. Economic Outcomes of Customer Engagement: Emerging findings contemporary theoretical perspectives and future challenges Sander F. M. Beckers Jenny van Doorn and Peter C. Verhoef 3. Partner Engagement: A perspective on B2B engagement Shiri D. Vivek Vivek Dalela and Sharon E. Beatty4. Exploring Customer Engagement: A multi-stakeholder perspective Linda D. Hollebeek Part 2: Engagement Interactivity Social Media and Technology 5. Creating Brand Engagement on Digital Social and Mobile Media Edward C. Malthouse Bobby J. Calder and Mark Vandenbosch 6. Social Media Engagement: A construct of positively and negatively valenced engagement behaviours Rebecca Dolan Jodie Conduit and John Fahy 7. Nature and Purpose of Engagement Platforms Christoph F. Breidbach and Roderick J. Brodie 8. Customer Engagement in Technology-Based and High-Contact Interfaces Katrien Verleye and Arne De Keyser 9. Website Engagement Antonio Hyder and Enrique Bigné Part 3: Managerial Applications of Engagement 10. Strategic Drivers of Customer and Employee Engagement: Practical applications Christopher Roberts Frank Alpert and Carissa Roberts 11. Customer Engagement with a Service Offering: A framework for complex services Sylvia Ng Carolin Plewa and Jillian C. Sweeney 12. Brand Co-creation Through Social Actor Engagement Kamer Yuksel David Ballantyne and Sergio Biggemann 13. Extending the Tourism Experience: The role of customer engagement Kevin Kam Fung So Ceridywn King and Beverley Sparks Part 4: Emerging Customer Engagement Contexts 14. Developing a Spectrum of Positive to Negative Citizen Engagement Jana Lay-Hwa Bowden Vilma Luoma-Aho and Kay Naumann 15. Negative Customer Brand Engagement: An overview of conceptual and blog-based findings Biljana Juric Sandra D. Smith and George Wilks
Editorial Roderick J. Brodie Linda D. Hollebeek and Jodie Conduit Part 1: Engagement Conceptualisations 1. Customer Engagement and Value Co-creation Matthew Alexander and Elina Jaakkola 2. Economic Outcomes of Customer Engagement: Emerging findings contemporary theoretical perspectives and future challenges Sander F. M. Beckers Jenny van Doorn and Peter C. Verhoef 3. Partner Engagement: A perspective on B2B engagement Shiri D. Vivek Vivek Dalela and Sharon E. Beatty4. Exploring Customer Engagement: A multi-stakeholder perspective Linda D. Hollebeek Part 2: Engagement Interactivity Social Media and Technology 5. Creating Brand Engagement on Digital Social and Mobile Media Edward C. Malthouse Bobby J. Calder and Mark Vandenbosch 6. Social Media Engagement: A construct of positively and negatively valenced engagement behaviours Rebecca Dolan Jodie Conduit and John Fahy 7. Nature and Purpose of Engagement Platforms Christoph F. Breidbach and Roderick J. Brodie 8. Customer Engagement in Technology-Based and High-Contact Interfaces Katrien Verleye and Arne De Keyser 9. Website Engagement Antonio Hyder and Enrique Bigné Part 3: Managerial Applications of Engagement 10. Strategic Drivers of Customer and Employee Engagement: Practical applications Christopher Roberts Frank Alpert and Carissa Roberts 11. Customer Engagement with a Service Offering: A framework for complex services Sylvia Ng Carolin Plewa and Jillian C. Sweeney 12. Brand Co-creation Through Social Actor Engagement Kamer Yuksel David Ballantyne and Sergio Biggemann 13. Extending the Tourism Experience: The role of customer engagement Kevin Kam Fung So Ceridywn King and Beverley Sparks Part 4: Emerging Customer Engagement Contexts 14. Developing a Spectrum of Positive to Negative Citizen Engagement Jana Lay-Hwa Bowden Vilma Luoma-Aho and Kay Naumann 15. Negative Customer Brand Engagement: An overview of conceptual and blog-based findings Biljana Juric Sandra D. Smith and George Wilks
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