Cited by 1,365Customer Service Quality and LoyaltyConsumer Behavior in Brand Consumption and IdentificationDigital Marketing and Social Media

The DOI matches its Crossref record; 73 of the 74 references it cites were found in a registry or an index.

The Process of Customer Engagement: A Conceptual Framework

Bowden, Jana Lay-Hwa·2009·Journal of Marketing Theory and Practice

DOI 10.2753/mtp1069-6679170105

Open this paper in CoChat — free account

Abstract

Traditional measures of customer satisfaction have been criticized for failing to capture the depth of customer responses to service performance. This study seeks to redirect satisfaction research toward an approach that encompasses an understanding of the role of commitment, involvement, and trust in the creation of engaged and loyal customers. A conceptual framework for segmenting customer-brand relationships based on the extent to which customers are either new or repeat purchase customers of a specific service brand is proposed. The approach provides a deeper and more complete understanding of the nature of customer-brand relationships and the processes by which engagement may be developed and fostered among differing customer segments.

Integrity signals

Registry

Crossref · 10.2753/mtp1069-6679170105

Cites

73 of 73 references verified0 citation errors · 0 not checkable

Statistics

Recomputing p-values needs the paper’s full text.

Claims the paper makes

This paper’s full text isn’t openly available, so its claims and self-check weren’t run. The registry and citation checks still apply.

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
PSYCHOLOGICAL CONDITIONS OF PERSONAL ENGAGEMENT AND DISENGAGEMENT AT WORK.
Kahn, W. A. (1990) · Academy of Management Journal · doi:10.2307/256287 · Cited by 10,975
The measurement of engagement and burnout: a two sample confirmatory factor analytic approach.
Schaufeli, W. B., Salanova, M., González-romá, V., & Bakker, A. B. (2002) · Journal of Happiness Studies · doi:10.1023/a:1015630930326 · Cited by 10,014
Consumers and Their Brands: Developing Relationship Theory in Consumer Research
Fournier, S. (1998) · Journal of Consumer Research · doi:10.1086/209515 · Cited by 7,542
Customer Loyalty: Toward an Integrated Conceptual Framework
Dick, A. S., & Basu, K. (1994) · Journal of the Academy of Marketing Science · doi:10.1177/0092070394222001 · Cited by 7,137
Satisfaction: a behavioral perspective on the consumer
Oliver, R. L. (2010) · Choice Reviews Online · doi:10.5860/choice.47-6963 · Cited by 6,042
Antecedents and consequences of employee engagement
Saks, A. M. (2006) · Journal of Managerial Psychology · doi:10.1108/02683940610690169 · Cited by 5,577
The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships
Garbarino, E., & Johnson, M. S. (1999) · Journal of Marketing · doi:10.1177/002224299906300205 · Cited by 4,899
Whence Consumer Loyalty?
Oliver, R. L. (1999) · Journal of Marketing · doi:10.1177/00222429990634s105 · Cited by 4,898
Business-unit-level relationship between employee satisfaction, employee engagement, and business outcomes: a meta-analysis.
Harter, J. K., Schmidt, F. L., & Hayes, T. L. (2002) · Journal of Applied Psychology · doi:10.1037/0021-9010.87.2.268 · Cited by 4,623

Flagged first, then by citations

Show all 74 references

1 of the 74 references couldn’t be matched to a known paper.

Sorted by citations

Customer Engagement
Brodie, R. J., Hollebeek, L. D., Jurić, B., & Ilić, A. (2011) · Journal of Service Research · doi:10.1177/1094670511411703 · Cited by 4,505
Consumer engagement in a virtual brand community: An exploratory analysis
Brodie, R. J., Ilić, A., Jurić, B., & Hollebeek, L. D. (2011) · Journal of Business Research · doi:10.1016/j.jbusres.2011.07.029 · Cited by 3,706
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
Customer 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
Customer engagement: the construct, antecedents, and consequences
Pansari, A., & Kumar, V. (2016) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-016-0485-6 · Cited by 1,861
Demystifying customer brand engagement: Exploring the loyalty nexus
Hollebeek, L. D. (2010) · Journal of Marketing Management · doi:10.1080/0267257x.2010.500132 · Cited by 1,638
Customer engagement, buyer‐seller relationships, and social media
Sashi, C. M. (2012) · Management Decision · doi:10.1108/00251741211203551 · Cited by 1,440
Exploring customer brand engagement: definition and themes
Hollebeek, L. D. (2011) · Journal of Strategic Marketing · doi:10.1080/0965254x.2011.599493 · Cited by 1,519
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
Consumer engagement in online brand communities: a social media perspective
Dessart, L., Veloutsou, C. A., & Morgan‐Thomas, A. (2015) · Journal of Product & Brand Management · doi:10.1108/jpbm-06-2014-0635 · Cited by 1,516
Competitive Advantage through Engagement
Kumar, V., & Pansari, A. (2016) · Journal of Marketing Research · doi:10.1509/jmr.15.0044 · Cited by 1,182
Toward a theory of customer engagement marketing
Harmeling, C. M., Moffett, J. W., Arnold, M. J., & Carlson, B. D. (2016) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-016-0509-2 · Cited by 1,198
S-D logic–informed customer engagement: integrative framework, revised fundamental propositions, and application to CRM
Hollebeek, L. D., Srivastava, R. K., & Chen, T. (2016) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-016-0494-5 · Cited by 1,127
How live streaming influences purchase intentions in social commerce: an IT affordance perspective.
Sun, Y., Shao, X., Li, X., Guo, Y., & Nie, K. (2019) · Electronic Commerce Research and Applications · doi:10.1016/j.elerap.2019.100886 · Cited by 1,038
Customer engagement in a Facebook brand community
Gummerus, J. K., Liljander, V., Weman, E. A., & Pihlström, M. (2012) · Management Research Review · doi:10.1108/01409171211256578 · Cited by 1,057
Customer engagement with tourism social media brands
Harrigan, P., Evers, U., Miles, M., & Daly, T. (2017) · Tourism Management · doi:10.1016/j.tourman.2016.09.015 · Cited by 813
Online engagement factors on Facebook brand pages
Cvijikj, I. P., & Michahelles, F. (2013) · Social Network Analysis and Mining · doi:10.1007/s13278-013-0098-8 · Cited by 906
Towards a Better Measure of Customer Experience
Klaus, P., & Maklan, S. (2013) · International Journal of Market Research · doi:10.2501/ijmr-2013-021 · Cited by 799
The Role of Customer Engagement in Building Consumer Loyalty to Tourism Brands
So, K. K. F., King, C., Sparks, B., & Wang, Y. (2014) · Journal of Travel Research · doi:10.1177/0047287514541008 · Cited by 758
Customer loyalty: a review and future directions with a special focus on the hospitality industry
Kandampully, J. A., Zhang, T. C., & Bilgihan, A. (2015) · International Journal of Contemporary Hospitality Management · doi:10.1108/ijchm-03-2014-0151 · Cited by 744
Customer Engagement With Tourism Brands
So, K. K. F., King, C., & Sparks, B. (2012) · Journal of Hospitality & Tourism Research · doi:10.1177/1096348012451456 · Cited by 729
Capturing consumer engagement: duality, dimensionality and measurement
Dessart, L., Veloutsou, C. A., & Morgan‐Thomas, A. (2016) · Journal of Marketing Management · doi:10.1080/0267257x.2015.1130738 · Cited by 704
Past, present, and future of customer engagement
Lim, W. M., Rasul, T., Kumar, S., & Ala, M. (2021) · Journal of Business Research · doi:10.1016/j.jbusres.2021.11.014 · Cited by 640
Social media engagement behavior
Dolan, R. M., Conduit, J., Frethey‐Bentham, C., Fahy, J., & Goodman, S. (2019) · European Journal of Marketing · doi:10.1108/ejm-03-2017-0182 · Cited by 564
Customer engagement and the relationship between involvement, engagement, self-brand connection and brand usage intent
Harrigan, P., Evers, U., Miles, M. P., & Daly, T. (2017) · Journal of Business Research · doi:10.1016/j.jbusres.2017.11.046 · Cited by 558
The impact of online brand community characteristics on customer engagement: An application of Stimulus-Organism-Response paradigm
Islam, J. U., & Rahman, Z. (2017) · Telematics and Informatics · doi:10.1016/j.tele.2017.01.004 · Cited by 606
Customer engagement in service
Kumar, V., Rajan, B., Gupta, S., & Pozza, I. D. (2017) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-017-0565-2 · Cited by 609
Exploring positively- versus negatively-valenced brand engagement: a conceptual model
Hollebeek, L. D., & Chen, T. (2014) · Journal of Product & Brand Management · doi:10.1108/jpbm-06-2013-0332 · Cited by 584
Influence of customer engagement with company social networks on stickiness: Mediating effect of customer value creation
Zhang, M., Guo, L., Hu, M., & Liu, W. (2016) · International Journal of Information Management · doi:10.1016/j.ijinfomgt.2016.04.010 · Cited by 555
Customer engagement in social media: a framework and meta-analysis
de Oliveira Santini, F., Ladeira, W. J., Pinto, D. C., Herter, M. M., Sampaio, C. H., & Babin, B. J. (2020) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-020-00731-5 · Cited by 523
Brand value co-creation in a digitalized world: An integrative framework and research implications
Ramaswamy, V., & Ozcan, K. (2015) · International Journal of Research in Marketing · doi:10.1016/j.ijresmar.2015.07.001 · Cited by 571
The influence of perceived social media marketing elements on consumer–brand engagement and brand knowledge
Cheung, M. L., Pires, G. D., & Rosenberger, P. J. (2020) · Asia Pacific Journal of Marketing and Logistics · doi:10.1108/apjml-04-2019-0262 · Cited by 519
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
The four pillars of tertiary student engagement and success: a holistic measurement approach
Bowden, J., Tickle, L., & Naumann, K. (2019) · Studies in Higher Education · doi:10.1080/03075079.2019.1672647 · Cited by 471
Self-citation
The impact of service quality, customer engagement and selected marketing constructs on airline passenger loyalty
Hapsari, R. D. V., Clemes, M. D., & Dean, D. (2017) · International Journal of Quality and Service Sciences · doi:10.1108/ijqss-07-2016-0048 · Cited by 501
Customer engagement and social media: Revisiting the past to inform the future
Lim, W. M., & Rasul, T. (2022) · Journal of Business Research · doi:10.1016/j.jbusres.2022.04.068 · Cited by 427
The role of wishful identification, emotional engagement, and parasocial relationships in repeated viewing of live-streaming games: A social cognitive theory perspective
Lim, J. S., Choe, M., Zhang, J., & Noh, G. (2020) · Computers in Human Behavior · doi:10.1016/j.chb.2020.106327 · Cited by 377
Consumer engagement in online brand communities: a solicitation of congruity theory
Islam, J. U., Rahman, Z., & Hollebeek, L. D. (2017) · Internet Research · doi:10.1108/intr-09-2016-0279 · Cited by 423
Social media engagement: a model of antecedents and relational outcomes
Dessart, L. (2017) · Journal of Marketing Management · doi:10.1080/0267257x.2017.1302975 · Cited by 441
Social media's slippery slope: challenges, opportunities and future research directions
Schultz, D. E., & Peltier, J. W. (2013) · Journal of Research in Interactive Marketing · doi:10.1108/jrim-12-2012-0054 · Cited by 377
Customer engagement in the service context: An empirical investigation of the construct, its antecedents and consequences
Islam, J. U., Hollebeek, L. D., Rahman, Z., Khan, I., & Rasool, A. (2019) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2019.05.018 · Cited by 406
Design and performance attributes driving mobile travel application engagement
Fang, J., Zhao, Z., Wen, C., & Wang, R. (2017) · International Journal of Information Management · doi:10.1016/j.ijinfomgt.2017.03.003 · Cited by 367
Customer engagement and online reviews
Thakur, R. (2017) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2017.11.002 · Cited by 413
Interactivity, Inspiration, and Perceived Usefulness! How retailers’ AR-apps improve consumer engagement through flow
Arghashi, V., & Yüksel, C. (2021) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2021.102756 · Cited by 392
Actor Engagement in Networks: Defining the Conceptual Domain
Brodie, R. J., Fehrer, J. A., Jaakkola, E., & Conduit, J. (2019) · Journal of Service Research · doi:10.1177/1094670519827385 · Cited by 398
Social media and sports: driving fan engagement with football clubs on Facebook
Vale, L., & Fernandes, T. (2017) · Journal of Strategic Marketing · doi:10.1080/0965254x.2017.1359655 · Cited by 355
Co-creation and higher order customer engagement in hospitality and tourism services
Chathoth, P. K., Ungson, G. R., Harrington, R. J., & Chan, E. S. W. (2016) · International Journal of Contemporary Hospitality Management · doi:10.1108/ijchm-10-2014-0526 · Cited by 383
The role of brand community identification and reward on consumer brand engagement and brand loyalty in virtual brand communities
Kaur, H., Paruthi, M., Islam, J. U., & Hollebeek, L. D. (2019) · Telematics and Informatics · doi:10.1016/j.tele.2019.101321 · Cited by 332
Value get, value give: The relationships among perceived value, relationship quality, customer engagement, and value consciousness
Itani, O. S., El-Kassar, A.-N., & Loureiro, S. M. C. (2019) · International Journal of Hospitality Management · doi:10.1016/j.ijhm.2019.01.014 · Cited by 367
Linking AI quality performance and customer engagement: The moderating effect of AI preference
Prentice, C., Weaven, S. K., & Wong, I. A. (2020) · International Journal of Hospitality Management · doi:10.1016/j.ijhm.2020.102629 · Cited by 327
Customer engagement behaviors: The role of service convenience, fairness and quality
Roy, S. K., Shekhar, V., Lassar, W. M., & Chen, T. (2018) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2018.07.018 · Cited by 313
Bringing “Social” Into Sales: The Impact of Salespeople’S Social Media Use on Service Behaviors and Value Creation
Agnihotri, R., Kothandaraman, P., Kashyap, R. K., & Singh, R. P. (2012) · Journal of Personal Selling and Sales Management · doi:10.2753/pss0885-3134320304 · Cited by 342
AI-powered chatbot communication with customers: Dialogic interactions, satisfaction, engagement, and customer behavior
Jiang, H., Cheng, Y., Yang, J., & Gao, S. (2022) · Computers in Human Behavior · doi:10.1016/j.chb.2022.107329 · Cited by 362
A meta‐analysis of customer engagement behaviour
Barari, M. M., Ross, M., Quach, S., & Surachartkumtonkun, J. (2020) · International Journal of Consumer Studies · doi:10.1111/ijcs.12609 · Cited by 305
Beyond virtuality: from engagement platforms to engagement ecosystems
Breidbach, C. F., Brodie, R. J., & Hollebeek, L. D. (2014) · Managing Service Quality · doi:10.1108/msq-08-2013-0158 · Cited by 325
Building brand loyalty through user engagement in online brand communities in social networking sites
Zheng, X., Cheung, C. M. K., Lee, M., & Liang, L. (2015) · Information Technology and People · doi:10.1108/itp-08-2013-0144 · Cited by 328
How social media engagement leads to sports channel loyalty: Mediating roles of social presence and channel commitment
Lim, J. S., Hwang, Y., Kim, S., & Biocca, F. A. (2015) · Computers in Human Behavior · doi:10.1016/j.chb.2015.01.013 · Cited by 292
Understanding Customer Engagement and Loyalty: A Case of Mobile Devices for Shopping
Thakur, R. (2016) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2016.06.004 · Cited by 290
The effect of telepresence, social presence and involvement on consumer brand engagement: An empirical study of non-profit organizations
Algharabat, R., Rana, N. P., Dwivedi, Y. K., Alalwan, A. A., & Qasem, Z. (2017) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2017.09.011 · Cited by 297
The Customer Engagement/Value Interface: An Exploratory Investigation
Hollebeek, L. D. (2012) · Australasian Marketing Journal (AMJ) · doi:10.1016/j.ausmj.2012.08.006 · Cited by 303
Consumer brand engagement, satisfaction and brand loyalty: a comparative study between functional and emotional brand relationships
Fernandes, T., & Moreira, M. (2019) · Journal of Product & Brand Management · doi:10.1108/jpbm-08-2017-1545 · Cited by 329
Conceptualising and measuring social media engagement: A systematic literature review
Trunfio, M., & Rossi, S. (2021) · Italian Journal of Marketing · doi:10.1007/s43039-021-00035-8 · Cited by 270
Social media affordances: Enabling customer engagement
Cabiddu, F., Carlo, M. D., & Piccoli, G. (2014) · Annals of Tourism Research · doi:10.1016/j.annals.2014.06.003 · Cited by 292
Trust transfer in social media brand communities: The role of consumer engagement
Liu, L., Lee, M., Liu, R., & Chen, J. (2018) · International Journal of Information Management · doi:10.1016/j.ijinfomgt.2018.02.006 · Cited by 288
The impact of destination brand authenticity and destination brand self-congruence on tourist loyalty: The mediating role of destination brand engagement
Chen, R., Zhou, Z., Zhan, G., & Zhou, N. (2019) · Journal of Destination Marketing & Management · doi:10.1016/j.jdmm.2019.100402 · Cited by 259
An integrated model of customer-brand engagement: Drivers and consequences
France, C., Merrilees, B., & Miller, D. (2016) · Journal of Brand Management · doi:10.1057/bm.2016.4 · Cited by 256
Engaging customers in value co-creation or co-destruction online
Zhang, T. C., Lu, C., Torres, E. N., & Chen, P. (2018) · Journal of Services Marketing · doi:10.1108/jsm-01-2017-0027 · Cited by 270
Social media in higher education: understanding how colleges and universities use Facebook
Peruta, A., & Shields, A. B. (2016) · Journal of Marketing for HIGHER EDUCATION · doi:10.1080/08841241.2016.1212451 · Cited by 250
The effect of atmosphere on customer engagement in upscale hotels: an application of S-O-R paradigm
Choi, H., & Kandampully, J. (2019) · International Journal of Hospitality Management · doi:10.1016/j.ijhm.2018.06.012 · Cited by 257
A mixed-method approach to examining brand-consumer interactions driven by social media
Rohm, A. J., Kaltcheva, V. D., & Milne, G. R. (2013) · Journal of Research in Interactive Marketing · doi:10.1108/jrim-01-2013-0009 · Cited by 247
Customer engagement and purchase intention in live-streaming digital marketing platforms
Addo, P. C., Fang, J., Asare, A. O., & Kulbo, N. B. (2021) · Service Industries Journal · doi:10.1080/02642069.2021.1905798 · Cited by 247
The Grounded Theory Approach to Consumer-brand Engagement: The Practitioner's Standpoint
Gambetti, R. C., Graffigna, G., & Biraghi, S. (2012) · International Journal of Market Research · doi:10.2501/ijmr-54-5-659-687 · Cited by 283
Engaging consumers online through websites and social media: A gender study of Italian Generation Y clothing consumers
Nadeem, W., Andreini, D., Salo, J., & Laukkanen, T. (2015) · International Journal of Information Management · doi:10.1016/j.ijinfomgt.2015.04.008 · Cited by 239
Mobile money as a driver of digital financial inclusion
Shaikh, A. A., Glavee-Geo, R., Karjaluoto, H., & Hinson, R. E. (2022) · Technological Forecasting and Social Change · doi:10.1016/j.techfore.2022.122158 · Cited by 258
Strategic drivers, anticipated and unanticipated outcomes of customer engagement
Hollebeek, L. D., Conduit, J., & Brodie, R. J. (2016) · Journal of Marketing Management · doi:10.1080/0267257x.2016.1144360 · Cited by 238
Antecedents and consequences of customer brand engagement in integrated resorts
Ahn, J., & Back, K. (2018) · International Journal of Hospitality Management · doi:10.1016/j.ijhm.2018.05.020 · Cited by 247
Virtual brand community engagement practices: a refined typology and model
Hollebeek, L. D., Jurić, B., & Tang, W. (2017) · Journal of Services Marketing · doi:10.1108/jsm-01-2016-0006 · Cited by 258
Engagement valence duality and spillover effects in online brand communities
Bowden, J., Conduit, J., Hollebeek, L. D., Luoma‐aho, V., & Solem, B. A. A. (2017) · Journal of Service Theory and Practice · doi:10.1108/jstp-04-2016-0072 · Cited by 259
Self-citation
Mobile application driven consumer engagement
Tarutė, A., Nikou, S., & Gatautis, R. (2017) · Telematics and Informatics · doi:10.1016/j.tele.2017.01.006 · Cited by 229
Customer engagement in a Big Data world
Kunz, W. H., Aksoy, L., Bart, Y., Heinonen, K., Kabadayi, S., Ordenes, F. J. V., Σιγάλα, Μ., Díaz, D., & Theodoulidis, B. (2017) · Journal of Services Marketing · doi:10.1108/jsm-10-2016-0352 · Cited by 247
Promoting sales of online games through customer engagement
Cheung, C. M. K., Shen, X., Lee, Z. W. Y., & Chan, T. K. H. (2015) · Electronic Commerce Research and Applications · doi:10.1016/j.elerap.2015.03.001 · Cited by 241
Role of content strategy in social media brand communities: a case of higher education institutes in India
Chauhan, K., & Pillai, A. (2013) · Journal of Product & Brand Management · doi:10.1108/10610421311298687 · Cited by 222
Brand engagement and experience in online services
Khan, I. M., Hollebeek, L. D., Fatma, M., Islam, J. U., & Rahman, Z. (2019) · Journal of Services Marketing · doi:10.1108/jsm-03-2019-0106 · Cited by 255
The customer engagement ecosystem
Masłowska, E., Malthouse, E. C., & Collinger, T. (2016) · Journal of Marketing Management · doi:10.1080/0267257x.2015.1134628 · Cited by 220
How stories generate consumer engagement: An exploratory study
Dessart, L., & Pitardi, V. (2019) · Journal of Business Research · doi:10.1016/j.jbusres.2019.06.045 · Cited by 234
Antecedents of brand love in online network-based communities. A social identity perspective
Vernuccio, M., Pagani, M., Barbarossa, C., & Pastore, A. (2015) · Journal of Product & Brand Management · doi:10.1108/jpbm-12-2014-0772 · Cited by 229
Investigating the effects of tourist engagement on satisfaction and loyalty
Rasoolimanesh, S. M., Noor, S. M., Schuberth, F., & Jaafar, M. (2019) · Service Industries Journal · doi:10.1080/02642069.2019.1570152 · Cited by 221
UNDERSTANDING CUSTOMER BRAND ENGAGEMENT WITH VIRTUAL SOCIAL COMMUNITIES: A COMPREHENSIVE MODEL OF DRIVERS, OUTCOMES AND MODERATORS
Carvalho, M. A. M., & Fernandes, T. (2018) · The Journal of Marketing Theory and Practice · doi:10.1080/10696679.2017.1389241 · Cited by 208
The transpiring journey of customer engagement research in marketing
Islam, J. U., & Rahman, Z. (2016) · Management Decision · doi:10.1108/md-01-2016-0028 · Cited by 238
Building bridges in higher education: Student-faculty relationship quality, student engagement, and student loyalty
Snijders, I., Wijnia, L., Rikers, R. M. J. P., & Loyens, S. M. M. (2020) · International Journal of Educational Research · doi:10.1016/j.ijer.2020.101538 · Cited by 207
The Concept and Components of Engagement in Different Domains Applied to eHealth: A Systematic Scoping Review
Kelders, S. M., van Zyl, L. E., & Ludden, G. (2020) · Frontiers in Psychology · doi:10.3389/fpsyg.2020.00926 · Cited by 207
Examining the antecedents and consequences of mobile app engagement
Kim, S., & Baek, T. H. (2018) · Telematics and Informatics · doi:10.1016/j.tele.2017.10.008 · Cited by 203
Longitudinal Effects of Corporate Social Responsibility on Customer Relationships
Lacey, R., & Kennett‐Hensel, P. A. (2010) · Journal of Business Ethics · doi:10.1007/s10551-010-0526-x · Cited by 216
The effect of sensory brand experience and involvement on brand equity directly and indirectly through consumer brand engagement
Hepola, J., Karjaluoto, H., & Hintikka, A. (2017) · Journal of Product & Brand Management · doi:10.1108/jpbm-10-2016-1348 · Cited by 221
The role of brand interactivity and involvement in driving social media consumer brand engagement and brand loyalty: the mediating effect of brand trust
Samarah, T. A., Bayram, P., Aljuhmani, H. Y., & Elrehail, H. (2021) · Journal of Research in Interactive Marketing · doi:10.1108/jrim-03-2021-0072 · Cited by 230
Consequences of Consumer Engagement in Service Marketing: An Empirical Exploration
Rather, R. A. (2018) · Journal of Global Marketing · doi:10.1080/08911762.2018.1454995 · Cited by 224
Antecedent consumer factors, consequential branding outcomes and measures of online consumer engagement: current research and future directions
Schee, B. A. V., Peltier, J. W., & Dahl, A. J. (2020) · Journal of Research in Interactive Marketing · doi:10.1108/jrim-01-2020-0010 · Cited by 201
The role of consumer-consumer interaction and consumer-brand interaction in driving consumer-brand engagement and behavioral intentions
Cheung, M. L., Pires, G. D., Rosenberger, P. J., Leung, W. K. S., & Sharipudin, M.-N. S. (2021) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2021.102574 · Cited by 200
Antecedent factors that affect restaurant brand trust and brand loyalty: focusing on US and Korean consumers
Kwon, J.-H., Jung, S.-H., Choi, H.-J., & Kim, J. (2020) · Journal of Product & Brand Management · doi:10.1108/jpbm-02-2020-2763 · Cited by 231
FsQCA versus regression: The context of customer engagement
Gligor, D. M., & Bozkurt, S. (2019) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2019.101929 · Cited by 198

Authors: Bowden, J. L.-H.
Affiliations: Macquarie University (AU)
Corresponding author: Bowden, Jana Lay-Hwa
ORCID: Bowden, Jana Lay-Hwa
Venue: Journal of Marketing Theory and Practice
Publisher: Informa UK Limited
Published: 2009-01
Volume: 17
Issue: 1
Pages: 63-74
ISSN: 1069-6679 (ISSN-L)
1944-7175
DOI: 10.2753/mtp1069-6679170105
OpenAlex: W2059918681
Cited by: 1,365
References: 74
Citations by year: 2026: 42 · 2025: 71 · 2024: 95 · 2023: 105 · 2022: 130 · 2021: 160 · 2020: 155 · 2019: 137 · 2018: 96 · 2017: 102 · 2016: 78 · 2015: 72 · 2014: 44 · 2013: 28 · 2012: 20
FWCI: 19.57
Type: journal article
Language: en
Open access: closed
Locations: The Journal of Marketing Theory and Practice (publishedVersion)
Topics: Social Sciences › Business, Management and Accounting › Marketing › Customer Service Quality and Loyalty
Social Sciences › Business, Management and Accounting › Marketing › Consumer Behavior in Brand Consumption and Identification
Social Sciences › Business, Management and Accounting › Marketing › Digital Marketing and Social Media
Keywords: customer engagement, customer satisfaction, customer-brand relationship, customer loyalty, customer commitment, customer involvement, consumer trust, new customers, customer segmentation, service performance

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

The Process of Customer Engagement: A Conceptual Framework

Abstract

Overview

Integrity signals

Verification

Claims the paper makes

Citations

Cites

Cited by

Related

Metadata

Record

About these checks