Customer Engagement: Contemporary Issues and Challenges.

Book

Author : BRODIE Roderick J. (Edited by) ; HOLLEBEEK Linda D. (Edited by) ; CONDUIT Jodie (Edited by)

Publisher : ROUTLEDGE

Publication date : 2015

Pages : 296

Call number : 122.94-BRODI

Keywords : CONSUMER BEHAVIOR ; CUSTOMER RELATIONSHIP MANAGEMENT

Number of copies : 1

No.	Call n°	Bar code	Commentary
1			[available]

ISBN 13 : 978-1138847385

Contents : Contributors: Roderick J. Brodie, Linda D. Hollebeek, Jodie Conduit, Matthew Alexander, Elina Jaakkola, Sander F. M. Beckers, Jenny van Doorn, Peter C. Verhoef, Shiri D. Vivek, Vivek Dalela, Sharon E. Beatty, Linda D. Hollebeek, Edward C. Malthouse, Bobby J. Calder, Mark Vandenbosch, Rebecca Dolan, John Fahy, Christoph F. Breidbach, Katrien Verleye , Arne De Keyser, Antonio Hyder and Enrique Bigné, Christopher Roberts, Frank Alpert, Carissa Roberts, , Sylvia Ng, Carolin Plewa, Jillian C. Sweeney, Kamer Yuksel, David Ballantyne, Sergio Biggemann, Kevin Kam Fung So, Ceridywn King, Beverley Sparks, , Jana Lay-Hwa Bowden, Vilma Luoma-Aho, Kay Naumann, Biljana Juric, Sandra D. Smith, George Wilks

Part 1: Engagement Conceptualisations

1. Customer Engagement and Value Co-creation
2. Economic Outcomes of Customer Engagement: Emerging findings, contemporary theoretical perspectives, and future challenges
3. Partner Engagement: A perspective on B2B engagement
4. Exploring Customer Engagement: A multi-stakeholder perspective

Part 2: Engagement, Interactivity, Social Media and Technology

5. Creating Brand Engagement on Digital, Social and Mobile Media
6. Social Media Engagement: A construct of positively and negatively valenced engagement behaviours
7. Nature and Purpose of Engagement Platforms
8. Customer Engagement in Technology-Based and High-Contact Interfaces
9. Website Engagement

Part 3: Managerial Applications of Engagement

10. Strategic Drivers of Customer and Employee Engagement: Practical applications
11. Customer Engagement with a Service Offering: A framework for complex services
12. Brand Co-creation Through Social Actor Engagement
13. Extending the Tourism Experience: The role of customer engagement

Part 4: Emerging Customer Engagement Contexts

14. Developing a Spectrum of Positive to Negative Citizen Engagement
15. Negative Customer Brand Engagement: An overview of conceptual and blog-based findings