Work

Antecedents, outcomes, and contingencies of customer engagement: a meta-analytic review

Year: 2026

Type: article

Study designs: Systematic Review, Meta-Analysis

Abstract: • Clarifies the conceptual scope of customer engagement (CE) from psychological and behavioral perspectives. • Synthesizes findings from 349 papers (385 studies; 173,363 respondents) through meta -analysis. • Identifies seven key customer-related drivers and eight customer- and firm-related outcomes of CE. • Demonstrates how contextual and study-related factors moderate CE’s main effects. • Offers a unified theoretical framework with implications for advancing CE research and practice.

Source: Journal of Business Research

DOI: 10.1016/j.jbusres.2026.116335

Authors: Kumar Rakesh Ranjan, Sudeep Rohit, Martin Wetzels

Institutions: Ecole des Hautes Etudes Commerciales du Nord, Chandragupt Institute of Management

Language: English

Topic: Customer Service Quality and Loyalty

Subfield: Organizational Behavior and Human Resource Management

Field: Business, Management and Accounting

Domain: Social Sciences

Open Access status: hybrid

Estimated APC paid: $4,440

OpenAlex ID: W7162951362

FWCI: 10.17

Cites: 123

Cited by: 1

Related to: