Customer engagement in the service context: An empirical investigation of the construct, its antecedents and consequences

By Jamid Ul Islam, Linda D. Hollebeek, Zillur Rahman, Imran Khan, Aaleya Rasool. Journal of Retailing and Consumer Services, 2019

301 citations recorded by the source corpus.

Abstract Scholars and practitioners have long acknowledged the importance of offering superior service quality in creating long-term bonds between customers and their brands. However, the importance of service quality as a tool to enhance customer engagement remains under-explored, as addressed in this study. Survey data collected from 395 luxury hotel guests were analyzed using structural equation modeling. The results reveal a positive effect of service quality on customer engagement, which consequently exerts a favorable impact on brand experience and repatronage intent. Our moderation analysis results reveal a stronger effect of the proposed relationships for women than men, thereby suggesting gender's moderating role in the association between service quality, brand experience, and customer engagement. The paper concludes by outlining key theoretical and practical implications that arise from this research.

Subfields: Marketing, Organizational Behavior and Human Resource Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/046cd2c2e0e4e3ccb0eba4ed9fa96502373d4ef2

Citations in the corpus

• The role of consumer-consumer interaction and consumer-brand interaction in driving consumer-brand engagement and behavioral intentions (2021, unknown): “Further empirical research is needed to strengthen the theoretical framework underpinning CBE, focusing on how the two forms of CP, namely CBI and CCI, drive CBE dimensions; including cognitive, affective, and behavioral engagement with a brand (Hollebeek et al., 2014, 2016; Islam et al., 2019).”
• Sharing of fake news on social media: Application of the honeycomb framework and the third-person effect hypothesis (2020, unknown): “For instance, poor reviews on SMPs can have severe implications for a brand or serve as a source of advertising, particularly in an increasingly connected society, characterised by the rising importance of customer engagement (Islam et al., 2019a, 2019b; Zhou and Duan, 2016).”