Comment: Customer Engagement

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Bijmolt Tammo H. A. Leeflang Peter S. H. Block Frank Eisenbeiss Maik Hardie Bruce G. S. Lemmens Aurelie Staffert Peter (2010), ‘‘Analytics for Customer Engagement,’’ Journal of Service Research, 13 (3), 341–356.

Brodie Roderick J. Hollebeek Linda D. Juric Biljana Ilic Ana (2011), “Customer Engagement: Conceptual Domain, Fundamental Propositions and Implications for Research,” Journal of Service Research, forthcoming.

Calder Bobby J. Malthouse Edward C. (2008), “Media Engagement and Advertising Effectiveness,” in Kellogg on Advertising and Media, Bobby J. Calder, ed. , NJ: John Wiley, 1–36.

Economist Intelligence Unit (2007), “Beyond Loyalty: Meeting the Challenge of Customer Engagement Part I,” The Economist Intelligence Unit 2007, (accessed May 17, 2011), [available at http://www.adobe.com/engagement/pdfs/partI.pdf].

Gallup (2011), “Customer Engagement: Unleashing the Potential for Growth,” (accessed May 21, 2011), [available at http://www.gallup.com/consulting/49/customer-engagement.aspx].

Gregoire Yany Tripp Thomas M. Legoux Renaud (2009), “When Customer Love Turns into Lasting Hate: The Effects of Relationship Strength and Time on Customer Revenge and Avoidance,” Journal of Marketing, 73 (November), 18–32.

Hennig-Thurau Thorsten Gwinner Kevin P. Walsh Gianfranco Gremler Dwayne D. (2004), “Electronic Word-of-Mouth Via Consumer-Opinion Platforms: What Motivates Consumers to Articulate Themselves on the Internet?” Journal of Interactive Marketing, 18 (Winter), 38–52.

Kahn William A. (1990), “Psychological Conditions of Personal Engagement and Disengagement at Work,” Academy of Management Journal, 33 (4), 692–724.

Kumar V. Akzoy Lerzan Donkers Bas Wiesel Thorsten Venkatesan Rajkumar Tillmanns Sebastian (2010), “Undervalued or Overvalued Customers: Capturing Total Customer Engagement Value,” Journal of Service Research, 13 (3), 297–310.

Libai Barak Bolton Ruth N. Bügel Marnix S. Ko de Ruyter Götz Oliver Risselada Hans Stephen Andrew T. (2010), “Customer to Customer Interactions: Broadening the Scope of Word of Mouth Research,” Journal of Service Research, 13 (3), 267–282.

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Palmatier Robert W. Dant Rajiv P. Grewal Dhruv Evans Kenneth R. (2006), “Factors Influencing the Effectiveness of Relationship Marketing: A Meta-Analysis,” Journal of Marketing, 70 (October), 136–153.

Peter J. Paul (1981), “Construct Validity: A Review of Basic Issues and Marketing Practices,” Journal of Marketing Research, 18 (May), 133–145.

Sundaram D. S. Mitra Kaushik Webster Cynthia (1998), “Word-of-Mouth Communications: A Motivational Analysis,” in Advances in Consumer Research, Vol. 25, Alba Joseph W. Wesley Hutchinson J. , eds. Provo, UT: Association for Consumer Research, 527–531.

Van Doorn Jenny Lemon Katherine N. Mittal Vikas Nass Stephan Pick Doreén Pirner Peter Verhoef Peter C. (2010), “Customer Engagement Behavior: Theoretical Foundations and Research Directions,” Journal of Service Research, 13 (3), 253–266.

Vargo Stephen L. Lusch Robert F. (2004), “Evolving to a New Dominant Logic for Marketing,” Journal of Marketing, 68 (January), 1–17.

Vargo Stephen L. Lusch Robert F. (2008), “Service-Dominant Logic: Continuing the Evolution,” Journal of the Academy of Marketing Science, 36 (1), 1–10.

Verhoef Peter C. Reinartz Werner J. Krafft Manfred (2010), “Customer Engagement as a New Perspective in Customer Management,” Journal of Service Research, 13 (3), 247–252.