Handbook of Research on Customer Engagement

Edited by Linda D. Hollebeek, Montpellier Business School, University of Montpellier, Montpellier Research in Management, Montpellier, France and Department of Business Administration, Tallinn University of Technology, Tallinn, Estonia and David E. Sprott, Henry Y. Hwang Dean and Professor of Marketing, Peter F. Drucker and Masatoshi Ito Graduate School of Management, Claremont Graduate University, US

'This is an excellent compilation of perspectives and empirical insight on customer engagement from a global list of scholars. The chapters provide insight into the psychological and sociological theories underlying consumer engagement. They are relevant to both practicing managers as they design effect customer engagement marketing initiatives and academic researchers as they work to understand this new and emerging phenomenon. It is an interesting read on a topic that continues to gain importance in marketing strategy.'--Colleen M. Harmeling, Florida State University, US'In the Handbook of Research on Customer Engagement, researchers from around the globe come together to examine a variety of emerging and innovative topics on customer engagement. Cutting across issues related to marketing practice, theory development, firm performance, and networked environments, the set of collated papers will be useful not only to academics who study engagement, but also to business practitioners who aim to better engage their customers.'--Robert W. Palmatier, University of Washington, US'The Handbook of Research on Customer Engagement addresses cutting-edge customer engagement (CE) issues and offers insight into its applications across different contexts. It includes contributions from globally renowned academics in the field and as such, should not be missed by any scholar or manager wishing to better understand or leverage CE. This title comes highly recommended.'--Moira Clark, Henley Business School, University of Reading, UK

• Contents:Introduction to the Handbook of Research on CustomerEngagement 1Linda D. Hollebeek and David E. SprottPART I CUSTOMER ENGAGEMENT AND MARKETINGPRACTICEIntroduction: customer engagement and marketing practice 4V. Kumar1 Engagement-to-value (E2V): an empirical case study 20Debbie Isobel Keeling, Ko de Ruyter and David Cox2 Boosting customer engagement through gamification: acustomer engagement marketing approach 35Sandra Streukens, Allard van Riel, Daria Novikova andSara Leroi-Werelds3 Applying design thinking to innovate, validate, and implementnew digital services 55Nj.l Sivertst.l and Annita Fjuk4 Online reviews as customers’ dialogues with and about brands 76Ewa Maslowska, Su Jung Kim, Edward C. Malthouse andVijay Viswanathan5 Engagement and technology as key enablers for a circulareconomy 97Nicholas Vijverman, Bieke Henkens and Katrien VerleyePART II CUSTOMER ENGAGEMENT CONCEPTUALIZATIONAND CONCEPTUAL RELATIONSHIPSIntroduction: the evolution of conceptual work on customerengagement 114Ruth N. Bolton6 How in-store retail and service atmosphere create customerengagement 126Elisa B. Schweiger, Anne L. Roggeveen, Dhruv Grewal andNancy M. Puccinelli7 Customer engagement: the role of gamification 164Wafa Hammedi, Thomas Leclercq and Ingrid Poncin8 Giving or receiving in social media: can content marketingsimultaneously drive productive and consumptiveengagement? 186Welf H. Weiger, Maik Hammerschmidt and Thomas P. Scholdra9 Story-based consumer engagement: a conceptual framework 204Laurence Dessart and Valentina Pitardi10 Personality-based consumer engagement styles:conceptualization, research propositions and implications 224Linda D. Hollebeek, Jamid Ul Islam, Keith Macky,Takashi Taguchi, Carolyn Costley and Dale Smith11 Practices, engagement, and service systems as a holisticperspective on technological actors 245Jennifer ChandlerPART III CUSTOMER ENGAGEMENT ANDORGANIZATIONAL PERFORMANCEIntroduction: customer engagement and organizationalperformance: a financial perspective 259Bobby J. Calder12 Review of engagement drivers for an instrument to measurecustomer engagement marketing strategy 271Shiri Vivek, Cynthia Kazanis and Ingita Jain13 Positively and negatively valenced customer engagement: theconstructs and their organizational consequences 291Julia Marbach, Niloofar Borghei Razavi, Cristiana R. Lages andLinda D. Hollebeek14 Customer engagement and organizational performance: aservice-dominant logic perspective 311Civilai Leckie, Munyaradzi W. Nyadzayo and Lester W. Johnson15 Leveraging user-generated content: a visual case analysis ofContiki’s brand co-creation campaign 329Robyn Ouschan, Jay Turkington and Julie Napoli16 A web site engagement measurement for digital marketers 358Antonio Hyder and Otto Regalado-Pez.a17 Temporality of customer engagement in service innovation: atheoretical model 376Amela Karahasanović, Linda D. Hollebeek, Dimitra Chasanidouand Calin GurauPART IV CUSTOMER ENGAGEMENT AND NETWORKEDENVIRONMENTSIntroduction: value creation and co-creation within networks 391Sharon E. Beatty18 The impact of customer engagement behaviors andmajority/minority information on the use of online reviews 402Thomas L. Baker, Paul Fombelle, Clay Voorhees,Kristina K. Lindsey Hall and Blake Runnalls19 Sharing uncertainty across organizations: service capital andcustomer engagement for realizing nonownership value 423Michael Ehret and Jochen Wirtz20 Connections and interactions: an engagement perspective oncustomer networks 441Kim A. Johnston and Anne B. Lane21 The role of consumer engagement in recovering online servicefailures: an application of service-dominant logic 456Jamid Ul Islam, Zillur Rahman and Linda D. Hollebeek22 Conceptualizing health consumer engagement: an extendedframework of resource integration, co-creation and engagement 470Kara Burns and Sven TuzovicIndex 493