Managing Engagement Behaviors in a Network of Customers and Stakeholders

By K. Verleye, Paul Gemmel, Deva Rangarajan. 2014

318 citations recorded by the source corpus.

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

View Paper: https://www.semanticscholar.org/paper/13dfb9fbb61b888c2aeebca9e27d7d52c8e93a5f

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Marketing

In Organizational Behavior and Human Resource Management

In Sociology and Political Science

Citations in the corpus

Experience Value Cocreation on Destination Online Platforms (2018, methodology): “Verleye, Gemmel, and Rangarajan (2014) proposed a consumer engagement behavior scale, including five behavioral aspects: cooperation, feedback, compliance, helping other customers, and spreading positive WOM behaviors.”
S-D logic–informed customer engagement: integrative framework, revised fundamental propositions, and application to CRM (2019, background): “2016b) Networked CE • How do customer resource integration, knowledge sharing/learning drive CE in institutions/service systems? (n = 8; Jaakkola and Alexander 2014) • How do the CE foundational processes manifest in networks of distinct size, purpose or reputation? (n = 4; Verleye et al. 2014; Hamm”
Do Employee Citizenship Behaviors Lead to Customer Citizenship Behaviors? The Roles of Dual Identification and Service Climate (2017, methodology): “…suggestions for service improvements, positive word of mouth, participation in the firm’s activities, display of relationship affiliation, being flexible, benevolent acts of service facilitation, and policing of other customers (Bettencourt 1997; Groth 2005; Verleye, Gemmel, and Rangarajan 2014).”
Expanding customer engagement: the role of negative engagement, dual valences and contexts (2020, methodology): “This finding is important, as recent literature considers WOM to be a more significant outcome of engagement in public and health services (van Doorn et al., 2010; Verleye et al., 2014).”
Who are you and what do you value? Investigating the role of personality traits and customer-perceived value in online customer engagement (2016, unknown): “Customer engagement behaviour comprises helping other customers, for example, in terms of word-of-mouth or through feedback (Verleye et al., 2013).”