Exploring customer engagement behavior: construct proposal and its antecedents

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Romero, Jaime and Okazaki, Shintaro (2015) Exploring customer engagement behavior: construct proposal and its antecedents. In: 2nd International Symposium on Partial Least Squares Path Modeling - The Conference for PLS Users., 16 June 2015 - 19 June 2015, Seville, Spain .

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Event: 2nd International Symposium on Partial Least Squares Path Modeling - The Conference for PLS Users., 16 June 2015 - 19 June 2015, Seville, Spain
Abstract:Customer engagement behavior (CEB) receives increasing attention from both academics and practitioners, as it represents one of the key customer profitability determinants. This study attempts to provide a holistic view of CEB by (1) proposing an instrument to measure CEB, and (2) its antecedents. Based on the existent literature, we conceptualize CEB as a formative construct consisting of word-of-mouth (WOM), loyalty program participation, customer interaction, and co-creation, which are determined by relationship quality, rewards, self-enhancement, learning, social integration, and company identification. In attempt to test these propositions, an online survey is conducted with 466 respondents. Our results provide empirical support for our proposed CEB construct, while corroborating five out of the six hypothesized antecedents. In closing, theoretical as well as managerial implications are discussed, while important limitations are recognized and future research directions are proposed.
Item Type:Conference or Workshop Item (Paper)
Uncontrolled Keywords:Co-creation, Customer engagement behavior, Customer interaction, Loyalty program, Word-of-mouth
Link to this item:http://dx.doi.org/10.3990/2.339
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