Customer engagement
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Understanding Customer Engagement: Key Insights and Future Directions
Introduction to Customer Engagement
In today's dynamic business environment, "customer engagement" (CE) has emerged as a critical concept for creating value and enhancing customer experience. CE is rooted in relationship marketing and service-dominant logic, emphasizing interactive experiences and value co-creation1. Despite its importance, the concept remains fragmented with varying definitions and conceptualizations3 4.
Theoretical Foundations and Definitions
Customer engagement is a multi-dimensional construct encompassing cognitive, emotional, behavioral, and social dimensions6. It is distinct from related concepts like participation and involvement, focusing on the depth of the customer's interactive experience with a brand or firm1. CE is driven by satisfaction, positive emotions, and trust, but not necessarily by commitment2.
Customer Engagement in Social Media
Social media platforms play a significant role in fostering customer engagement. Research indicates that satisfaction and positive emotions are stronger predictors of CE on platforms like Twitter compared to Facebook and blogs2. Engaging customers through social media can directly impact firm performance, behavioral intentions, and word-of-mouth, although the latter does not always translate to improved firm performance2.
Antecedents and Consequences of Customer Engagement
The antecedents of CE include satisfaction, emotional connectedness, and the nature of the firm (B2B vs. B2C)7. The consequences of CE are both tangible and intangible, affecting firm performance and customer loyalty7. Hedonic consumption, in particular, has a stronger impact on firm performance compared to utilitarian consumption2.
Customer Engagement Behaviors
Customer engagement behaviors (CEBs) extend beyond transactions to include activities like word-of-mouth, recommendations, and helping other customers8. These behaviors are influenced by motivational drivers and can be managed by firms to enhance their impact over time8.
Customer Engagement in Brand Communities
In brand communities, customer engagement can be categorized into community engagement behaviors (CEB) and transactional engagement behaviors (TEB). These behaviors influence perceived relationship benefits such as social, entertainment, and economic benefits, which in turn affect customer satisfaction and loyalty9.
The Customer Engagement Ecosystem
The customer engagement ecosystem is a conceptual model that includes brand actions, customer brand experience, shopping behaviors, and brand-dialogue behaviors. This model highlights the non-linear and reactive nature of interactions within the marketing environment, emphasizing the interconnectedness of today's market dynamics10.
Future Research Directions
Future research should focus on refining the conceptual domain of CE, exploring its various dimensions, and understanding its impact across different industries and geographies4. There is also a need to develop more integrative approaches to manage CEBs and to investigate the role of social media in enhancing customer engagement8 9.
Conclusion
Customer engagement is a vital concept in modern marketing, encompassing a range of behaviors and interactions that go beyond mere transactions. By understanding and leveraging the antecedents and consequences of CE, firms can enhance customer satisfaction, loyalty, and overall performance. Future research should continue to explore the complexities of CE to provide deeper insights and practical strategies for businesses.
Sources and full results
Most relevant research papers on this topic
Customer Engagement
Customer engagement (CE) is a key concept in cocreating value and interactive experiences in business, distinguishing it from other relational concepts like participation and involvement.
Highly CitedCustomer engagement in social media: a framework and meta-analysis
Customer engagement in social media is driven by satisfaction, positive emotions, and trust, with Twitter showing the strongest impact on engagement and firm performance.
Meta-AnalysisHighly CitedCustomer Engagement: A Systematic Review and Future Research Priorities
This paper provides a systematic review of customer engagement literature from 2009-2018, providing guidance for scholars and identifying future research priorities.
Systematic ReviewHighly CitedThe growing complexity of customer engagement: a systematic review
Customer engagement is a multidimensional concept with diverse definitions and sub-forms, and this study presents 8 major paths for future research in the field.
Systematic ReviewHighly CitedCustomer Engagement as a New Perspective in Customer Management
Customer engagement is a new concept in customer management, a behavioral manifestation beyond transactions that is influenced by antecedents, impediments, and firm consequences in a networked society.
Highly CitedThe transpiring journey of customer engagement research in marketing
Customer engagement is a multi-dimensional concept in marketing, with research gaining pace in the last six years, but most articles come from developed countries.
Systematic ReviewHighly CitedCustomer engagement: the construct, antecedents, and consequences
Customer engagement (CE) is a relationship between satisfied customers and emotional connectedness, resulting in tangible and intangible outcomes.
Literature ReviewHighly CitedCustomer Engagement Behavior: Theoretical Foundations and Research Directions
Customer engagement behaviors (CEBs) include word-of-mouth, recommendations, blogging, writing reviews, and engaging in legal action, and can be managed by a comprehensive, integrative approach.
Highly CitedCustomer engagement in a Facebook brand community
Customer engagement behaviors in Facebook brand communities can enhance satisfaction and loyalty by offering social, entertainment, and economic benefits.
Observational StudyHighly CitedThe customer engagement ecosystem
The customer engagement ecosystem model outlines the interconnected nature of marketing in today's environment, highlighting the importance of empowered consumers and non-purchase-focused behaviors.
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