Toward a theory of customer engagement marketing

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The role of consumer-consumer interaction and consumer-brand interaction in driving consumer-brand engagement and behavioral intentions (2021, neutral): “Multiple studies have acknowledged the importance of CP in the construction of CBE and its subsequent behavioral outcomes, such as consumer loyalty and purchase intention (Dessart et al., 2015; France et al., 2015; Harmeling et al., 2017; Mustak et al., 2016).”
The role of climate: implications for service employee engagement and customer service performance (2017, background): “Considering the consequences of engagement (Harmeling et al. 2016; Kumar and Pansari 2016), the pervasiveness of such highly disengaged service employees is troublesome.”
Using Message Strategy to Drive Consumer Behavioral Engagement on Social Media (2018, background): “The authors claim, “experiential engagement initiatives often generate long-lasting memories and shifts in beliefs and attitudes […] fostering emotional attachment to the firm” (Harmeling et al., 2016, p. 9).”
CSR and Customer Outcomes: The Mediating Role of Customer Engagement (2018, background): “Scholars have widely recognized that engaged customers are more willing to give feedback [12,43].”