Customer Engagement Behavior: A New Perspective in CRM

Chun-yu Gao () and Ming-liang Chen
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Chun-yu Gao: University of Zhejiang
Ming-liang Chen: University of Zhejiang

Chapter Chapter 65 in The 19th International Conference on Industrial Engineering and Engineering Management, 2013, pp 617-624 from Springer

Abstract: Abstract Customer engagement behavior (CEB) is a new research domain of customer relationship management, which receives increasing attention from academics and business practitioners. Based on existing researches, we give an overview look of CEB by introducing several dimensions of CEB including definition, form and classification. A conceptual model of CEB which consists of antecedents, consequences and moderators is proposed in the paper. Finally, we suggest a virtuous circle in the conceptual model of CEB for firms.

Keywords: Co-creation; Customer engagement behavior; Customer relationship management; Word-of-mouth (search for similar items in EconPapers)
Date: 2013
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-642-38442-4_65

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DOI: 10.1007/978-3-642-38442-4_65

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