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Cited by 498

The DOI matches its Crossref record; 22 of the 22 references it cites were found in a registry or an index.

Past, present, and future of customer engagement

Open access
Lim, Weng Marc, Rasul, Tareq, Kumar, Satish, Ala, Mamun·2022·Journal of Business Research
DOI 10.1016/j.jbusres.2021.11.014
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Abstract

Customer engagement (CE) is a marketing concept that emerged after the new millennium. Despite flourishing interest on CE among marketing academics and professionals, no review, to date, has provided a comprehensive overview of the past, present, and future trends of CE. Instead, past reviews on CE are often limited to conceptual (e.g., construct) or contextual (e.g., hospitality and tourism) insights derived using traditional review methods (e.g., descriptive) with a relatively modest review sample (e.g., tens to low hundreds), which provide a limited understanding of the field in its entirety. To address this gap, this review conducted a combination of bibliometric and thematic analyses on 861 CE articles published in 377 Scopus-indexed journals between 2006 and 2020. As a result, this review reveals the major trends in article, author, country, and journal performance, as well as the past, present, and future thematic trends of CE research, and thus, provides a one stop, state-of-the-art overview of CE that marketing scholars can rely on to position and design future CE research.

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Metadata

Authors
Lim, W. M., Rasul, T., Kumar, S., & Ala, M.
Venue
Journal of Business Research
Publisher
Elsevier BV
Published
2022-02
Volume
140
Pages
439-458
ISSN
0148-2963 (ISSN-L)
DOI
10.1016/j.jbusres.2021.11.014
OpenAlex
W3215483346
Cited by
498
References
22
FWCI
100.00
Type
journal article
Language
en
Open access
hybrid

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CoChat. (2026). Citation check: Past, present, and future of customer engagement. https://app.cochat.ai/papers/10.1016/j.jbusres.2021.11.014
The paper
Lim, W. M., Rasul, T., Kumar, S., & Ala, M. (2022). Past, present, and future of customer engagement. Journal of Business Research. https://doi.org/10.1016/j.jbusres.2021.11.014

Data sources

Bibliographic data: Semantic Scholar, OpenAlex, Crossref.

Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).

Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.