Work

Customer Engagement as a New Perspective in Customer Management

Year: 2010

Type: article

Abstract: 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.

Source: Journal of Service Research

DOI: 10.1177/1094670510375461

Authors: Peter C. Verhoef, Werner J. Reinartz, Manfred Krafft

Institutions: University of Groningen, University of Cologne, University of Münster

Language: English

Topic: Digital Marketing and Social Media

Subfield: Sociology and Political Science

Field: Social Sciences

Domain: Social Sciences

Open Access status: green

OpenAlex ID: W2134104271

FWCI: 80.04

Cites: 38

Cited by: 1,037

Related to: 10