The advent of the internet and in particular the interactive features of Web 2.0 in recent years
have led to an explosion of interest in customer engagement. The opportunities presented …

This research examines customer engagement in social media (CESM) using a meta-
analytic model of 814 effect sizes across 97 studies involving 161,059 respondents …

The rise of new media channels in the last few years has changed the ways customers
communicate and exchange information. Managing customer relationships through social …

Social media have become pervasive communication tools, creating connections and
opportunities for customer engagement. They have redefined simple dyadic interactions …

Past research has examined some possible customer engagement antecedents. However,
extant studies investigated the impact of these factors on customer engagement in isolation …

Highlights•A concise review of some recent publications on customer engagement (CE) in
the online domain is presented.•The review reveals that CE in the digital age is of …

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 …

Organizations continue to make investments in social media with the hope that it will help
their sales force in improving engagement with customers. The academic literature on social …

Purpose This paper aims to propose that the literature on customer engagement has
emphasized the benefits of customer engagement to the firm and, to a large extent, ignored …

Purpose In “Social media's slippery slope: challenges, opportunities and future research
directions”, Schultz and Peltier (2013) asked “whether or how social media can be used to …