Customer Engagement: Contemporary Issues and Challenges

ISBN-13: 9780815350736 / Angielski / Miękka / 2017

Opis

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.

Spis treści

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