The DOI matches its Crossref record; 6 of the 6 references it cites were found in a registry or an index.
Customer Engagement as a New Perspective in Customer Management
Open accessAbstract
Since 2000, customer management (CM) research has evolved and has had a significant impact on the marketing discipline. In an increasingly networked society where customers can interact easily with other customers and firms through social networks and other new media, the authors propose that customer engagement is an important new development in CM. Customer engagement is considered as a behavioral manifestation toward the brand or firm that goes beyond transactions. The authors propose a conceptual model of the antecedents, impediments, and firm consequences of customer engagement and relate this model to seven articles appearing in the special issue on customer engagement.
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Understanding customer experience throughout the customer journey
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“These strategies aim to increase immediate customer engagement, the desire to buy more, lead generations, or conversions (Hughes, Swaminathan, and Brooks 2019; Verhoef, Reinartz, and Krafft 2010).”
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Metadata
- Authors
- Verhoef, P. C., Reinartz, W. J., & Krafft, M.
- Venue
- Journal of Service Research
- Publisher
- SAGE Publications
- Published
- 2010-08
- Volume
- 13
- Issue
- 3
- Pages
- 247-252
- ISSN
- 1094-6705 (ISSN-L)
- 1552-7379
- OpenAlex
- W2134104271
- Cited by
- 1,033
- References
- 6
- FWCI
- 80.34
- Type
- journal article
- Language
- en
- Open access
- green
- Licence
- journals.sagepub.com/page/policies/text-and-data-mining-license (tdm)
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