We develop a framework to facilitate customer engagement in service (CES) based on the
service-dominant (SD) logic. A novel feature of this framework is its applicability and …

The purpose of this study is to examine the differential impact of service quality, service
fairness and service convenience on customer engagement behaviors. The study also …

Customer engagement (CE) is a key research priority of the Marketing Science Institute
(MSI) due to its importance to marketers, the need for more research-based knowledge on …

In today's highly dynamic and interactive business environment, the role of “customer
engagement”(CE) in cocreating customer experience and value is receiving increasing …

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 …

Purpose This research aims to better understand customer experience, as it relates to
customer commitment and provides a framework for future research into the intersection of …

Purpose The purpose of the study is to investigate the role of service convenience in the
relationship between organizational characteristics (such as brand equity, store ambiance …

Purpose–The purpose of this paper is to examine why employee‐level customer orientation
(CO) influences the customer experience in a service setting. Design/methodology/approach …

As firms work tod engage customers better, researchers have attempted to understand
customer engagement (CE) empirically. CE goes beyond purchase and is the level of the …

Purpose–The study is motivated by business' mixed response to increasing demand for
customer service, leaving the question as to its impact on performance open. The study is …