Customer engagement and employee engagement: systematic review and future directions

Shumaila Chandni and Zillur Rahman

The Service Industries Journal, 2020, vol. 40, issue 13-14, 932-959

Abstract: An extensive literature review and analysis of 74 articles spanning over more than 11 years and 39 journals has been carried out so as to present the current state of research in the domains of customer engagement and employee engagement and to identify a common ground for future research in these areas. By providing sets of favourable outcomes of customer/employee engagement, scales to measure them and their process mechanisms in a single picture, the study can help organizations in designing and implementing future strategies. This is the first simultaneous systematic review of customer engagement and employee engagement that provides a detailed understanding of extant literature and comprehensive research avenues.

Date: 2020
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DOI: 10.1080/02642069.2020.1733534

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The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

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