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Cited by 452

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Analytics for Customer Engagement

Open access
Bijmolt, Tammo H. A., Leeflang, Peter S. H., Block, Frank, Eisenbeiss, Maik, Hardie, Bruce G. S., Lemmens, Aurélie, Saffert, Peter·2010·Journal of Service Research
DOI 10.1177/1094670510375603
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Abstract

In this article, we discuss the state of the art of models for customer engagement and the problems that are inherent to calibrating and implementing these models. The authors first provide an overview of the data available for customer analytics and discuss recent developments. Next, the authors discuss the models used for studying customer engagement, where they distinguish the following stages: customer acquisition, customer development, and customer retention. Finally, they discuss several organizational issues of analytics for customer engagement, which constitute barriers for introducing analytics for customer engagement.

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Metadata

Authors
Bijmolt, T. H. A., Leeflang, P. S. H., Block, F., Eisenbeiss, M., Hardie, B. G. S., Lemmens, A., & Saffert, P.
Venue
Journal of Service Research
Publisher
SAGE Publications
Published
2010-08
Volume
13
Issue
3
Pages
341-356
ISSN
  • 1094-6705 (ISSN-L)
  • 1552-7379
DOI
10.1177/1094670510375603
OpenAlex
W2125294213
Cited by
452
References
17
FWCI
33.10
Type
journal article
Language
en
Open access
green
Licence
journals.sagepub.com/page/policies/text-and-data-mining-license (tdm)

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CoChat. (2026). Citation check: Analytics for Customer Engagement. https://app.cochat.ai/papers/10.1177/1094670510375603
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Bijmolt, T. H. A., Leeflang, P. S. H., Block, F., Eisenbeiss, M., Hardie, B. G. S., Lemmens, A., & Saffert, P. (2010). Analytics for Customer Engagement. Journal of Service Research. https://doi.org/10.1177/1094670510375603

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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.