Handbook of Research on Customer Engagement最新文献

英文中文

Online reviews as customers’ dialogues with and about brands 在线评论是客户与品牌之间的对话

Handbook of Research on Customer Engagement

Pub Date : 2019-11-11 DOI: 10.4337/9781788114899.00010

E. Maslowska, S. Kim, E. Malthouse, Vijay Viswanathan

引用次数: 3

The role of consumer engagement in recovering online service failures: an application of service-dominant logic 消费者参与在恢复在线服务故障中的作用:服务主导逻辑的应用

Handbook of Research on Customer Engagement

Pub Date : 2019-11-11 DOI: 10.4337/9781788114899.00030

J. Islam, Z. Rahman, L. Hollebeek

引用次数: 14

Conceptualizing health consumer engagement: an extended framework of resource integration, co-creation and engagement 健康消费者参与的概念化:资源整合、共同创造和参与的扩展框架

Handbook of Research on Customer Engagement

Pub Date : 2019-11-11 DOI: 10.4337/9781788114899.00031

K. Burns, S. Tuzovic

The term ‘engagement’ is increasingly used in healthcare and medical practice (Bright et al. 2015) and has become a key priority for policy makers (Fumagalli et al. 2014). While patient engagement has received increasing attention in the healthcare literature, there is “little consensus on what engagement is, what leads to a patient being perceived as engaged or disengaged or indeed, how engagement occurs” (Bright et al. 2015, p. 643). Indeed, an ontological framework for describing and measuring patient engagement is still absent in extant literature (Prey et al. 2014). Furthermore, research has not addressed the expanding role of the self-monitoring patient or viewed the data from the perspective of the consumer. In this context “medical self-photography” has emerged as a patient resource that can promote co-creation and patient engagement (McColl-Kennedy et al. 2012; Washington 2014). By generating medical data, patients are increasingly expanding their role, supporting medical treatment in the service network. This paper proposes a theoretical model of “health consumer engagement” based on the involvement and activation of patients and their peer network to collect and provide medical photos and health data within the service ecosystem. Results of two qualitative studies demonstrate that medical self-photography can engage and empower patients, offering health providers an opportunity to co-create the delivery of healthcare services with consumers improving credence service satisfaction and perceptions of reliability.

“参与”一词越来越多地用于医疗保健和医疗实践(Bright et al. 2015)，并已成为政策制定者的关键优先事项(Fumagalli et al. 2014)。虽然患者参与在医疗保健文献中受到越来越多的关注，但“对于什么是参与，是什么导致患者被认为参与或不参与，或者参与度是如何发生的，几乎没有共识”(Bright et al. 2015, p. 643)。事实上，在现有文献中仍然缺乏描述和测量患者参与的本体论框架(Prey et al. 2014)。此外，研究还没有解决自我监测患者的作用日益扩大，也没有从消费者的角度看待数据。在这种背景下，“医疗自拍”已经成为一种患者资源，可以促进共同创造和患者参与(McColl-Kennedy et al. 2012;华盛顿2014年)。通过生成医疗数据，患者的作用日益扩大，在服务网络中支持医疗。本文提出了“健康消费者参与”的理论模型，该模型基于患者及其对等网络参与和激活，在服务生态系统内收集和提供医疗照片和健康数据。两项定性研究的结果表明，医疗自拍可以吸引并赋予患者权力，为医疗服务提供者提供了一个与消费者共同创造医疗服务的机会，从而提高了消费者的信任度、服务满意度和对可靠性的认知。

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引用次数: 2

The impact of customer engagement behaviors and majority/minority information on the use of online reviews 顾客参与行为和多数/少数信息对在线评论使用的影响

Handbook of Research on Customer Engagement

Pub Date : 2019-11-11 DOI: 10.4337/9781788114899.00027

T. Baker, Paul Fombelle, Clay M. Voorhees, Kristina Hall, Blake Runnalls

引用次数: 0

How in-store retail and service atmosphere create customer engagement 店内零售和服务氛围如何创造顾客参与

Handbook of Research on Customer Engagement

Pub Date : 2019-11-11 DOI: 10.4337/9781788114899.00013

Elisa B. Schweiger, Anne L. Roggeveen, Dhruv Grewal, Nancy M. Puccinelli

引用次数: 2

Leveraging user-generated content: a visual case analysis of Contiki’s brand co-creation campaign 利用用户生成的内容:康迪奇品牌共同创造活动的视觉案例分析

Handbook of Research on Customer Engagement

Pub Date : 2019-11-11 DOI: 10.4337/9781788114899.00023

R. Ouschan, Jay Turkington, J. Napoli

引用次数: 1

Boosting customer engagement through gamification: a customer engagement marketing approach 通过游戏化提升客户参与度:一种客户参与度营销方法

Handbook of Research on Customer Engagement

Pub Date : 2019-11-11 DOI: 10.4337/9781788114899.00008

Sandra Streukens, Allard C. R. van Riel, D. Novikova, Sara Leroi-Werelds

引用次数: 3

Story-based consumer engagement: a conceptual framework 基于故事的消费者粘性:一个概念框架

Handbook of Research on Customer Engagement

Pub Date : 2019-11-11 DOI: 10.4337/9781788114899.00016

Laurence Dessart, V. Pitardi

引用次数: 2

Positively and negatively valenced customer engagement: the constructs and their organizational consequences 积极和消极价值的客户参与:结构和他们的组织后果

Handbook of Research on Customer Engagement

Pub Date : 2019-11-11 DOI: 10.4337/9781788114899.00021

J. Marbach, N. Razavi, Cristiana Raquel Lages, L. Hollebeek

Until recently, the majority of academic research on customer engagement (CE) has focused on the concept’s positive valence that reflects consumers’ favorable brand-related cognitions, emotions, and behaviors, which typically contribute positively to brand performance. While the existence of negative CE manifestations has been recognized, little is known regarding their particular expressions, characteristics, and position in the broader nomological network, as explored in this chapter. While the antecedents and consequences of unidimensional and multidimensional negatively valenced CE (NVCE) have been explored in the literature, the consequences of multidimensional NVCE, particularly those at the organizational level, remain nebulous, as explored in this chapter. In addition, we examine organizational-level consequences of positively valenced CE (PVCE) that are contrasted to those of NVCE. To achieve these objectives, we first conceptualize positively and negatively valenced CE, followed by an exploration of their respective consequences. We conclude by offering specific managerial recommendations to increase positive CE whilst halting the concept’s negative expressions.

直到最近，大多数关于顾客参与(CE)的学术研究都集中在这个概念的积极效价上，它反映了消费者对品牌相关的良好认知、情绪和行为，这些通常对品牌绩效有积极的贡献。虽然负性CE表现的存在已经被认识到，但正如本章所探讨的，关于它们的特定表达、特征和在更广泛的法理学网络中的地位，我们知之甚少。虽然在文献中已经探讨了一维和多维负价CE (NVCE)的前因后果，但多维NVCE的后果，特别是在组织层面的后果，仍然是模糊的，正如本章所探讨的那样。此外，我们还研究了与NVCE相比，积极评估CE (PVCE)的组织层面后果。为了实现这些目标，我们首先对积极和消极价值的CE进行了概念化，然后探讨了它们各自的后果。最后，我们提供了具体的管理建议，以增加积极的CE，同时停止概念的消极表达。

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引用次数: 1

Connections and interactions: an engagement perspective on customer networks 连接与互动:客户网络的参与视角

Handbook of Research on Customer Engagement

Pub Date : 2019-11-11 DOI: 10.4337/9781788114899.00029

Kim A. Johnston, A. Lane

Customer environments are characterised by networks of relationships and interactions that give value beyond the exchange of goods and services. This chapter synthesises these networks with traditional approaches to community engagement to present a three-part schema of consumer engagement. The three forms of consumer proposed are based on the provision of information by an organisation; consulting with consumers to seek their opinions; and allowing consumers to participate in organisational decision-making. Operationalising consumer engagement via customer networks shows they present unparalleled mechanisms to enhance organisation-customer relationships, as well as challenges to those relationships. Customer networks provide rich sources of information and relational capital on which organisations can draw. They also facilitate entry to organisational decision-making by those beyond the immediate interface with an organisation, including dissenting and dissonant voices. Engagement through customer networks therefore enables interaction and exchange out of which value can be co-created and shared within and beyond customer-organisational relationships. The challenge for organisations is how far they are prepared to go with prioritising the care and nurture of relationships with customers through engagement—maybe even putting long-term relational concerns ahead of short-term marketing objectives.

客户环境的特点是关系和互动网络，其价值超越了商品和服务的交换。本章将这些网络与传统的社区参与方法综合起来，提出了一个由三部分组成的消费者参与模式。建议的三种消费者形式是基于组织提供的信息;与消费者协商，征求消费者意见;并允许消费者参与组织决策。通过客户网络操作消费者参与表明，他们提供了无与伦比的机制来加强组织-客户关系，以及对这些关系的挑战。客户网络为组织提供了丰富的信息来源和关系资本。它们还有助于那些与组织没有直接接触的人参与组织决策，包括持不同意见和不和谐的声音。因此，通过客户网络的参与可以实现互动和交换，从而在客户-组织关系内外共同创造和共享价值。组织面临的挑战是，他们准备在多大程度上通过参与来优先照顾和培养与客户的关系——甚至可能将长期关系问题置于短期营销目标之前。

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引用次数: 0

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