A Current Approach to Understand Customers: A Literature Review on Customer Engagement (Müşteriyi Anlamada Güncel Bir Yaklaşım: Müşteri İlginliği Üzerine Bir Literatür Taraması)

Nilsah Cavdar Aksoy, Ebru Tumer Kabadayı, Alev Kocak Alan and Coskun Ermehan
Additional contact information
Nilsah Cavdar Aksoy: Gebze Technical University
Ebru Tumer Kabadayı: Gebze Technical University
Alev Kocak Alan: Albeka Consulting
Coskun Ermehan: Gebze Technical University

Business and Economics Research Journal, 2021, vol. 12, issue 1, 197-217

Abstract: In today’s business world, customers do not only behave in a consequence-oriented way in their communication with the company or the brand such as purchasing. They are active participants in the “customer relationships” process. As a reflection of this, customer engagement represents the changing focus of marketing. Customer engagement, which draws attention as a timely approach both in the business world and academia, was investigated in this study through a literature review. 397 articles were classified via content analysis in terms of their approach to customer engagement, the topics they examined, their theoretical backgrounds, the antecedents and consequences they handled and explained. A bibliometric analysis was also conducted based on the publication year of the articles and the journal they were published in. Our literature review shows that the focus is on the application areas of customer engagement mostly, common topics in the studies are online brand communities and social media application areas, and the service dominant logic is often used as theoretical background. While the most common antecedents of customer engagement are experience, benefits and motives, and trust, its most common consequences are customer loyalty, social presence, and commitment. Based on the study findings, an analysis for the current situation of customer engagement for the business world and research suggestions for the academia are presented.

Keywords: Engagement; Customer Engagement; Consumer Engagement (search for similar items in EconPapers)
JEL-codes: M30 M31 (search for similar items in EconPapers)
Date: 2021
References: Add references at CitEc
Citations:

Downloads: (external link)
https://www.berjournal.com/a-current-approach-to-u ... -customer-engagement Full text (application/pdf)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:ris:buecrj:0538

Access Statistics for this article

Business and Economics Research Journal is currently edited by Adem Anbar

More articles in Business and Economics Research Journal from Uludag University, Faculty of Economics and Administrative Sciences Contact information at EDIRC.
Bibliographic data for series maintained by Adem Anbar ().