Customer engagement in the service context: An empirical investigation of the construct, its antecedents and consequences
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Brand loyalty and trust stem from positive consumer experiences.
“Brand loyalty and trust stem from positive consumer experiences (Islam et al., 2019).”
From Exploring the influence of flagship store experience and consumer interactions on purchase behaviour (2025) · cites this paper as Islam et al., 2019
Cites
Podsakoff, P. M., MacKenzie, S. B., Lee, J.-Y., & Podsakoff, N. P. (2003) · Journal of Applied Psychology · doi:10.1037/0021-9010.88.5.879 · Cited by 82,194 · see citing works
SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality
Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1988) · Zenodo · doi:10.5281/zenodo.14579729 · Cited by 21,118 · see citing works
A theory of social comparison processes
Festinger, L. (1954) · Human Relations · doi:10.1177/001872675400700202 · Cited by 20,926 · see citing works
Understanding customer experience throughout the customer journey
Lemon, K. N., & Verhoef, P. C. (2016) · Journal of Marketing · doi:10.1509/jm.15.0420 · Cited by 5,765 · see citing works
Customer engagement behavior: Theoretical foundations and research directions
van Doorn, J., Lemon, K. N., Mittal, V., Nass, S., Pick, D., Pirner, P., & Verhoef, P. C. (2010) · Journal of Service Research · doi:10.1177/1094670510375599 · Cited by 3,536 · see citing works
Consumer Brand Engagement in Social Media: Conceptualization, Scale Development and Validation
Hollebeek, L. D., Glynn, M. S., & Brodie, R. J. (2014) · Journal of Interactive Marketing · doi:10.1016/j.intmar.2013.12.002 · Cited by 3,276 · see citing works
Self-citationCustomer engagement: exploring customer relationships beyond purchase.
Vivek, S. D., Beatty, S. E., & Morgan, R. M. (2012) · Journal of Marketing Theory and Practice · doi:10.2753/mtp1069-6679200201 · Cited by 2,089 · see citing works
Undervalued or overvalued customers: Capturing total customer engagement value
Kumar, V., Aksoy, L., Donkers, B., Venkatesan, R., Wiesel, T., & Tillmanns, S. (2010) · Journal of Service Research · doi:10.1177/1094670510375602 · Cited by 1,382 · see citing works
The Process of Customer Engagement: A Conceptual Framework
Bowden, J. L.-H. (2009) · Journal of Marketing Theory and Practice · doi:10.2753/mtp1069-6679170105 · Cited by 1,365 · see citing works
The Role of Customer Engagement Behavior in Value Co-Creation: A Service System Perspective
Jaakkola, E., & Alexander, M. (2014) · Journal of Service Research · doi:10.1177/1094670514529187 · Cited by 1,219 · see citing works
A stage to engage: Social media use and corporate reputation
Dijkmans, C., Kerkhof, P., & Beukeboom, C. J. (2015) · Tourism Management · doi:10.1016/j.tourman.2014.09.005 · Cited by 515 · see citing works
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Yu, J., Baah, N. G., Kim, S. (., Moon, H., Chua, B.-L., & Han, H. (2024) · International Journal of Contemporary Hospitality Management · doi:10.1108/ijchm-02-2023-0194 · Cited by 62 · see citing works
Exploring the influence of flagship store experience and consumer interactions on purchase behaviour
Lourenco, C. E., Madeira, J. C., & Santos, V. M. (2025) · ReMark - Revista Brasileira de Marketing · doi:10.5585/2025.27409 · Cited by 1 · see citing works
- Authors
- Islam, J. U., Hollebeek, L. D., Rahman, Z., Khan, I., & Rasool, A.
- Venue
- Journal of Retailing and Consumer Services
- Publisher
- Elsevier BV
- Published
- 2019-09
- Volume
- 50
- Pages
- 277-285
- ISSN
- 0969-6989
- Cited by
- 283
- References
- 11
- Language
- en
- Funders
- Prince Sultan University
About these checks
Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.
Statistics and arithmetic are recomputed, not judged.
Confidence bands are shown only for fields calibrated on our annotated test set. None is calibrated yet, so no band is shown.
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