Student or educator? Sign up with your school email and get 6 months of Pro free.
CoChat
Sign Up
Cited by 279

The DOI matches its Crossref record; 27 of the 27 references it cites were found in a registry or an index.

A meta‐analysis of customer engagement behaviour

Open access
Barari, Mojtaba, Ross, Mitchell, Thaichon, Sara, Surachartkumtonkun, Jiraporn·2021·International Journal of Consumer Studies
DOI 10.1111/ijcs.12609
Open this paper in CoChat — free account

Abstract

Customer engagement behaviour has emerged as an influential concept in marketing and refers to customers' behavioural manifestation towards a firm originating from motivational drivers. To provide a comprehensive and generalisable picture of this concept, this study provides a meta‐analysis integrating data of 196 effect sizes of 184 publications with a sample of 146,380. The findings reveal engagement through two pathways: organic pathway as relationship‐oriented (perceived quality, perceived value and relationship quality) and promoted pathway as firm‐initiated (functional and experiential initiatives). Moderator analysis indicates that the influence of the two pathways on engagement depends on engagement context (online vs. offline), industry type (service vs. manufacturing) and product type (hedonic vs. utilitarian) and cultural context. Findings support attitudinal engagement–loyalty and behavioural engagement–firm performance linkage. Study results provide new insight into various engagement approaches and their relationship to each other. The authors offer recommendations to help marketers manage their customer engagement process more effectively.

Overview

The claims and statistics of this paper haven’t been checked yet.

Run the check — free, no account needed. It reads the open-access text and checks the sources it cites.

A few free checks a day · papers already verified open instantly · results are public

Integrity signals

Registry

Crossref · 10.1111/ijcs.12609

Cites

27 of 27 references verified0 citation errors · 0 not checkable

Statistics

Verification

Claims the paper makes

The claims and statistics of this paper haven’t been checked yet.

Run the check — free, no account needed. It reads the open-access text and checks the sources it cites.

A few free checks a day · papers already verified open instantly · results are public

Self-check

Percentages, sums and reported differences re-computed from the paper’s own numbers.

The self-check needs the paper’s full text.

Citations

Cites

Show all 27 references

Research works printed but not linked: 80

  1. 10.2307/1252310 · DOI
  2. 10.1509/jmkg.68.4.172.42723 · DOI · Paper page
  3. 10.1007/s11747-009-0163-z · DOI · Paper page
  4. 10.1108/JOSM-12-2016-0326 · DOI
  5. 10.1108/JSM-08-2019-0296 · DOI
  6. 10.1080/0267257X.2020.1735488 · DOI
  7. 10.1016/j.jretconser.2019.101985 · DOI · Paper page
  8. 10.1007/s11747-017-0539-4 · DOI · Paper page
  9. 10.1287/mksc.20.1.82.10195 · DOI · Paper page
  10. 10.1108/09564231311327003 · DOI · Paper page
  11. Blut M., 2019, Technology readiness: A meta‐analysis of conceptualizations of the construct and its impact on technology usage, Journal of the Academy of Marketing Science, 48, 1
  12. 10.1108/JSTP-04-2016-0072 · DOI · Paper page
  13. 10.1080/0267257X.2014.983143 · DOI
  14. 10.1007/BF02729761 · doi:10.1007/bf02729761 · Paper page
  15. 10.1108/JSTP-04-2016-0071 · DOI · Paper page
  16. 10.1177/1094670519827385 · DOI · Paper page
  17. 10.1177/1094670511411703 · DOI · Paper page
  18. 10.1016/j.jbusres.2011.07.029 · DOI · Paper page
  19. 10.1080/096525498346658 · DOI · Paper page
  20. 10.1016/j.ibusrev.2008.01.003 · DOI · Paper page
  21. 10.1016/j.jbusres.2020.03.013 · DOI · Paper page
  22. 10.1509/jmkr.37.1.60.18718 · DOI · Paper page
  23. 10.1108/EJM-03-2017-0182 · DOI · Paper page
  24. 10.1111/ijcs.12570 · DOI
  25. 10.1016/S0022-4359(99)00021-4 · DOI · Paper page
  26. 10.1016/j.emj.2018.10.004 · DOI · Paper page
  27. 10.1007/s11747-017-0570-5 · DOI · Paper page
  28. 10.1108/01409171211256578 · DOI · Paper page
  29. 10.1007/s11747-015-0462-5 · DOI
  30. 10.1509/jim.17.0091 · DOI
  31. 10.1287/mksc.1060.0221 · DOI · Paper page
  32. 10.1108/IJQSS-07-2016-0048 · DOI · Paper page
  33. 10.1007/s11747-016-0509-2 · DOI · Paper page
  34. 10.1016/j.jbusres.2017.11.046 · DOI · Paper page
  35. 10.1002/(SICI)1520-6793(199712)14:8<737::AID-MAR2>3.0.CO;2-F · DOI · Paper page
  36. Hofstede G., 2001, Culture's consequences: Comparing values, behaviors, institutions and organizations across nations
  37. 10.1080/0267257X.2010.500132 · DOI · Paper page
  38. 10.1016/j.ausmj.2012.08.006 · DOI · Paper page
  39. 10.1080/02642060802292932 · DOI · Paper page
  40. 10.1007/s11747-019-00670-w · DOI · Paper page
  41. 10.1016/j.ibusrev.2018.04.008 · DOI · Paper page
  42. 10.1509/jmr.15.0044 · DOI · Paper page
  43. 10.1007/s11747-017-0565-2 · DOI · Paper page
  44. 10.1177/1094670519865609 · DOI
  45. 10.1111/ijcs.12516 · DOI · Paper page
  46. 10.1177/002224299305700106 · DOI · Paper page
  47. 10.1002/smj.4250150205 · DOI · Paper page
  48. 10.1108/APJML-08-2016-0144 · DOI
  49. 10.1108/EJM-07-2017-0464 · DOI
  50. 10.1111/ijcs.12566 · DOI
  51. 10.1108/08876040610646581 · DOI · Paper page
  52. 10.1509/jmkg.71.4.172 · DOI · Paper page
  53. 10.1509/jmkg.70.4.136 · DOI · Paper page
  54. Palmatier R. W., 2017, Customer engagement marketing
  55. 10.1007/s11747-016-0485-6 · DOI · Paper page
  56. 10.1108/IJOEM-04-2017-0130 · DOI · Paper page
  57. 10.1080/13602381.2017.1357316 · DOI · Paper page
  58. 10.1080/0965254X.2019.1569111 · DOI · Paper page
  59. 10.1016/j.jwb.2017.01.003 · DOI · Paper page
  60. 10.1108/IMR-10-2018-0280 · DOI · Paper page
  61. 10.1111/twec.12502 · DOI · Paper page
  62. 10.1016/j.indmarman.2007.11.001 · DOI
  63. 10.1111/ijcs.12556 · DOI · Paper page
  64. 10.1111/jpim.12312 · DOI · Paper page
  65. 10.1509/jmkg.71.1.84 · doi:10.1509/jmkg.71.1.84 · Paper page
  66. 10.1509/jm.13.0185 · DOI · Paper page
  67. 10.1108/00251741211203551 · DOI · Paper page
  68. 10.1177/1534484309353560 · DOI · Paper page
  69. 10.1108/JOSM-05-2015-0176 · DOI · Paper page
  70. 10.1007/s11747-018-0621-6 · DOI · Paper page
  71. 10.1016/j.jbusres.2016.02.034 · DOI · Paper page
  72. 10.1108/JPBM-05-2015-0879 · DOI · Paper page
  73. 10.1177/1094670510375461 · DOI · Paper page
  74. 10.1177/1094670513494015 · DOI · Paper page
  75. 10.1007/s11747-015-0429-6 · DOI · Paper page
  76. 10.1108/09564231311326978 · DOI · Paper page
  77. 10.1108/EJM-10-2017-0756 · DOI
  78. 10.1111/ijcs.12514 · DOI
  79. 10.1177/002224298805200302 · DOI · Paper page
  80. 10.1177/002224299606000203 · DOI · Paper page

Cited by

See all 279

Metadata

Authors
Barari, M., Ross, M., Thaichon, S., & Surachartkumtonkun, J.
Venue
International Journal of Consumer Studies
Publisher
Wiley
Published
2020-08-19
Volume
45
Issue
4
Pages
457-477
ISSN
  • 1470-6423 (ISSN-L)
  • 1470-6431
DOI
10.1111/ijcs.12609
OpenAlex
W3080473452
Cited by
279
References
27
FWCI
36.71
Type
journal article
Language
en
Open access
bronze
Licence
onlinelibrary.wiley.com/termsAndConditions#vor (vor)

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.

What counts as a claim ›How we measure confidence ›How we check this ›

Are you an author, or do you see a problem with this page? Request a review

How to cite

Cite CoChat for the checks on this page, and the paper for its own findings.

This page
CoChat. (2026). Citation check: A meta‐analysis of customer engagement behaviour. https://app.cochat.ai/papers/10.1111/ijcs.12609
The paper
Barari, M., Ross, M., Thaichon, S., & Surachartkumtonkun, J. (2021). A meta‐analysis of customer engagement behaviour. International Journal of Consumer Studies. https://doi.org/10.1111/ijcs.12609

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.