In a marketplace characterised by more demanding and more active customers, both
academics and practitioners have become increasingly drawn to the concept of customer …

An extensive literature review and analysis of 74 articles spanning over more than 11 years
and 39 journals has been carried out so as to present the current state of research in the …

The purpose of this study is to examine the differential impact of service quality, service
fairness and service convenience on customer engagement behaviors. The study also …

Artificial intelligence (AI) is radically transforming frontline service encounters, with AI
increasingly playing the role of employee or customer. Programmed to speak or write like a …

Purpose This study aims to analyse a proposed model depicting the direct and indirect
relationship between consumer perceptions of corporate social responsibility (CSR) and …

Managing customer engagement behavior (CEB) is a strategic priority for firms to build and
sustain long-term customer-firm relationships. This research examines the different types of …

This research investigates the role of interactivity and service quality toward customer
engagement (ie, co-develo**, influencing, augmenting, mobilizing) in the context of …

Grounded in social exchange theory and service logic, this study investigates how
customers' evaluations of service experiences and interactions with employees and the …

Purpose Engagement is a construct that varies according to the subject, object and context;
this has been used to justify the coexistence of a variety of construct definitions and scales …

This paper revisits conceptual and operational consumer brand engagement (CBE)
definitions from the consumer behavior and marketing literature, with the objective of …