Ausgabe 3/2017
Special Issue: Understanding and Managing Customer Engagement Using Customer Relationship Management
Inhalt (8 Artikel)
Conceptual/Theoretical Paper
Customer engagement: the construct, antecedents, and consequences
Anita Pansari, V. Kumar
Conceptual/Theoretical PAPER
Toward a theory of customer engagement marketing
Colleen M. Harmeling, Jordan W. Moffett, Mark J. Arnold, Brad D. Carlson
Open Access
Original Empirical Research
The effects of customer equity drivers on loyalty across services industries and firms
Yi-Chun Ou, Peter C. Verhoef, Thorsten Wiesel
Original Empirical Research
Seeing relationships through the lens of psychological contracts: the structure of consumer service relationships
Lin Guo, Thomas W. Gruen, Chuanyi Tang
Original Empirical Research
Customer experience management: toward implementing an evolving marketing concept
Christian Homburg, Danijel Jozić, Christina Kuehnl
Open Access
Original Empirical Research
B2B relationship calculus: quantifying resource effects in service-dominant logic
Anthony J. deLeon, Sharmila C. Chatterjee
Original Empirical Research
The role of climate: implications for service employee engagement and customer service performance
Bulent Menguc, Seigyoung Auh, Volkan Yeniaras, Constantine S. Katsikeas