From employee engagement to customer engagement: A multilevel dual-path model of engagement spillover effects in service ecosystems

Xiaoyun Han, Shuping Chen and Bing Chen

Journal of Retailing and Consumer Services, 2022, vol. 64, issue C

Abstract: Researchers have acknowledged that focusing only on single-actor engagement is insufficient to address the nature of multi-actor, value co-creation within a service ecosystem. This study aims to understand how multi-actor service ecosystems work. Given the spillover effects of multi-actor engagement, this study proposes a multilevel, dual-path model, through which employee job and organizational engagement influence customer engagement. Mplus 7.31 was adopted to analyze the multilevel model. The results identified two subtle influencing mechanisms from employee engagement to customer engagement, which demonstrated the existence of engagement spillover from employees to customers. The finding provides preliminarily confirmation of the value of using a beyond transaction path focus to improve service-profit chain outcomes. From a management perspective, the study offers insight into how firms can operate more effectively by integrating key actors in a collaborative manner.

Keywords: Actor engagement; Employee engagement; Customer engagement; Service ecosystem; Dual-path model (search for similar items in EconPapers)
Date: 2022
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Citations: View citations in EconPapers (4)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:joreco:v:64:y:2022:i:c:s0969698921003817

DOI: 10.1016/j.jretconser.2021.102815

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