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Cited by 3,622

The DOI matches its Crossref record; 19 of the 19 references it cites were found in a registry or an index.

Customer Engagement: Conceptual Domain, Fundamental Propositions, and Implications for Research

Brodie, Roderick J., Hollebeek, Linda D., Jurić, Biljana, Ilić, Ana·2011·Journal of Service Research
DOI 10.1177/1094670511411703
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Abstract

In today’s highly dynamic and interactive business environment, the role of “customer engagement” (CE) in cocreating customer experience and value is receiving increasing attention from business practitioners and academics alike. Despite this interest, systematic scholarly inquiry into the concept and its conceptual distinctiveness from other, associated relational concepts has been limited to date. This article explores the theoretical foundations of CE by drawing on relationship marketing theory and the service-dominant (S-D) logic. The analysis also examines the use of the term “engagement” in the social science, management, and marketing academic literatures, as well as in specific business practice applications. Five fundamental propositions (FPs) derived from this analysis are used to develop a general definition of CE, and distinguish the concept from other relational concepts, including “participation” and “involvement.” The five propositions are used in the development of a framework for future research, the undertaking of which would facilitate the subsequent refinement of the conceptual domain of CE. Overall, CE, based on its relational foundations of interactive experience and the cocreation of value, is shown to represent an important concept for research in marketing and service management.

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Cited by

Metadata

Authors
Brodie, R. J., Hollebeek, L. D., Jurić, B., & Ilić, A.
Venue
Journal of Service Research
Publisher
SAGE Publications
Published
2011-07-06
Volume
14
Issue
3
Pages
252-271
ISSN
  • 1094-6705 (ISSN-L)
  • 1552-7379
DOI
10.1177/1094670511411703
OpenAlex
W2132652356
Cited by
3,622
References
19
FWCI
153.77
Type
journal article
Language
en
Open access
closed
Licence
journals.sagepub.com/page/policies/text-and-data-mining-license (tdm)

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