Customer engagement (CE) is an emerging perspective that provides a holistic view of the
ways in which customers' interactive experiences with organizations create value for both …

In a marketplace characterised by more demanding and more active customers, both
academics and practitioners have become increasingly drawn to the concept of customer …

Considerable managerial and academic interest has made engagement a key priority in
marketing and service research, spurring a rapidly increasing body of literature on this topic …

Purpose The purpose of this paper is to consider a broadened suite of paradigmatic lenses
to help better understand customer engagement during and beyond COVID-19. During this …

Customer engagement has emerged as a central concept in marketing. Despite extensive
scholarly investigations and managerial interest though, considerations of customer …

Purpose Combining institutional work and actor engagement (AE) literature, this paper aims
to elucidate how the collective action of market shaping occurs through the interplay …

Service-dominant (SD) logic, introduced by Vargo and Lusch (2004), set in motion a
potential paradigm shift (Brodie, Lobler, & Ferher, 2019) in marketing in which the focus is …

Purpose While businesses seek to engage customers, their efforts are often met with varied
results, as some customers are more predisposed to engage than others. Understanding …

Purpose Service managers increasingly strive to achieve sustainability through strategies
centered on circularity. With a focus on saving, extending and (re) generating resources and …

Purpose This paper highlights the suitability, application and fruitful opportunities for
ethnographic methodologies in contemporary B2B service research. Design/methodology …