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Cited by 427Digital Marketing and Social MediaCustomer Service Quality and LoyaltyMarketing and Advertising Strategies

Customer engagement and social media: Revisiting the past to inform the future

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Lim, Weng Marc, Rasul, Tareq·2022·Journal of Business Research
DOI 10.1016/j.jbusres.2022.04.068
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Abstract

Customer engagement (CE) is a marketing concept of great importance and the rise of social media has further amplified the importance of this concept. Yet, our understanding of the progress of CE research remains limited due to the absence of a one-stop state-of-the-art overview of the concept that considers its manifestation on social media. To address this gap, we review CE research on social media since the beginning of the present millennium using the PRISMA protocol for systematic reviews. The outcome of our review reveals the antecedents, decisions, and outcomes; the theories, contexts, and methods; and the ways forward for advancing knowledge, improving representation, and enhancing rigor with respect to future research on CE and social media.

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  143. Weng Marc Lim is an Adjunct Professor at Swinburne University of Technology's home campus in Australia and a Full Professor and the Dean of the Faculty of Business, Design and Arts at Swinburne University of Technology's international branch campus in Malaysia. His research interests include business, consumer, and government (BCG) research. He has authored ± 100 manuscripts in journals ranked 'A*' and 'A' such as European Journal of Marketing, Industrial Marketing Management, Journal of Advertising, Journal of Advertising Research, Journal of Business Research, Journal of Business and In- dustrial Marketing, Journal of International Marketing, Journal of Consumer Behaviour, In- ternational Journal of Consumer Studies, Journal of Product and Brand Management, Journal of Retailing and Consumer Services, Journal of Strategic Marketing, Marketing Theory, Marketing Intelligence and Planning, and Psychology & Marketing, among others. He has also presented his work and led high-level policy discussions at the United Nations Educational, Scientific and Cultural Organization and the World Economic Forum. Contact: @limwengmarc on Instagram and Twitter or his personal homepage at https://www.wengmarc.com.
  144. Tareq Rasul is a Senior Lecturer at the Australian Institute of Business (AIB), Australia. He holds a doctorate in marketing from the University of South Australia, Australia and an MBA from the University of East London, United Kingdom. To date, he has published around 55 peer-reviewed journal articles, conference papers and book chapters. His research has been published in high-ranked journals such as Australasian Journal of In- formation Systems, International Journal of Bank Marketing, Journal of Business Research, Journal of Islamic Marketing, Journal of Knowledge Management, Journal of Strategic Mar- keting, and Tourism Recreation Research, among others. He has obtained a total of around AUD 25000 in internal and external research grants and successfully produced the out- comes required. He is also a Certified Practising Marketer (CPM) and a member of Australian Marketing Institute (AMI) and Action Learning Action Research Association (ALARA). He can be contacted at tareq.rasul@aib.edu.au or tfrasul@gmail.com.

Cited by

Sorted by citations

Authors
Lim, W. M., & Rasul, T.
Affiliations
  • Swinburne University of Technology (AU)
  • Australian Institute of Business (AU)
Corresponding author
Rasul, Tareq
ORCID
Venue
Journal of Business Research
Publisher
Elsevier BV
Published
2022-09
Volume
148
Pages
325-342
ISSN
0148-2963 (ISSN-L)
DOI
10.1016/j.jbusres.2022.04.068
OpenAlex
W4280513939
Cited by
427
References
15
Citations by year
2026: 99 · 2025: 122 · 2024: 111 · 2023: 75 · 2022: 20
FWCI
118.00
Type
journal article
Language
en
Open access
Licence
Locations
  • Journal of Business Research (publishedVersion, cc-by)
  • RePEc: Research Papers in Economics (submittedVersion)
Topics
  • Social Sciences › Sociology and Political Science › Digital Marketing and Social Media
  • Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Customer Service Quality and Loyalty
  • Social Sciences › Business, Management and Accounting › Marketing › Marketing and Advertising Strategies
Keywords
customer engagement, social media, research gaps, future research directions

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