Purpose To understand how customer engagement has been researched in the last decade,
the purpose of this paper is to provide a systematic review of customer engagement …

Purpose The topic of customer engagement has been growing in relevance and complexity
in the last decade. Therefore, the purpose of this paper is to systematically review and …

Scholars and practitioners have long acknowledged the importance of offering superior
service quality in creating long-term bonds between customers and their brands. However …

The advent of interactive digital platforms has led people to progressively interact on such
platforms, urging organizations to create online communities to engage customers with them …

Purpose The purpose of this paper is threefold: first, to study the influence of self-brand
image congruity and value congruity on consumer engagement in online brand communities …

Service failures represent temporary or permanent interruptions of the customer's regular
service experience. Although the literature identifies an extensive set of organizational …

The consolidation of Web 2.0 has modified the way people communicate and interact with
tourists. User-generated social media communication continues to increase: to the detriment …

Purpose The purpose of this paper is to analyze the impact of the customer engagement and
customer self-brand connection on customer advocacy and firms' financial performance. The …

Increasing customer loyalty through customer engagement in the retail banking industry |
Emerald Insight Books and journals Case studies Expert Briefings Open Access Publish with …

Social media such as forums, blogs and microblogs has been increasingly used for public
information sharing and opinions exchange nowadays. It has changed the way how online …