S-D logic–informed customer engagement: integrative framework, revised fundamental propositions, and application to CRM

Hollebeek, Linda D.; Srivastava, Rajendra K.; Chen, Tom

doi:10.1007/s11747-016-0494-5

Cited by 704 publications

(883 citation statements)

References 180 publications

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“…Relatedly, these analyses also corroborate engagement's context-dependent nature, as proposed in earlier literature (e.g. Hollebeek et al, 2016a). Consequently, there is a growing need to better understand networked or ecosystem-based, multi-actor engagement and its drivers, characteristics, and outcomes (Vargo and Lusch, 2016;Bednall et al, 2018;Groeger et al, 2016;Hollebeek and Brodie, 2016).…”

Section: Introductionsupporting

confidence: 79%

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Epilogue – service innovation actor engagement: an integrative model

Hollebeek

Andreassen

Smith

et al. 2018

JSM

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Purpose: While (customer) engagement has been proposed as a volitional concept, our structuration theory/S-D logic-informed analyses of actors' (e.g. employees') engagement in service innovation reveal engagement as a boundedly volitional theoretical entity. Engagement's boundedly volitional nature arises from actors' structural and agency-based characteristics and constraints that are addressed and further developed in a conceptual model of actor (i.e. customer, firm, employee) engagement with service innovation.Design/methodology/approach: Based on the observed gap, we propose an integrative S-D logic/structuration theoretical model that outlines three particular service innovation actors' (i.e. customers', the firm's, and employees') engagement, which comprises institution-driven (i.e. fixed) and agency-driven (i.e. variable) engagement facets. In addition, we integrate the key expected characteristics of positively (vs. negatively) valenced service innovation engagement for each of these actor groups in our analyses. Findings:We develop a 12-cell matrix (conceptual model) that outlines particular service innovation actors' institution-driven and agency-driven engagement facets, and outline their expected impact on actors' ensuing positively and negatively valenced engagement. Research limitations/implications:We discuss key theoretical implications arising from our analyses.Originality/value: Outlining service innovation actors' structure-and agency-driven engagement facets, our model can be used to explain or predict customers', the firm's, or employees' service innovation engagement-based activities.

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Section: Introductionsupporting

confidence: 79%

“…S-D logic's resource integration is a key antecedent of engagement (Hollebeek et al, 2016a). Like engagement, resource integration occurs within, and is governed by, particular sets of institutional (e.g.…”

Section: Theoretical Foundations: S-d Logic Structuration Theory and Ementioning

confidence: 99%

Epilogue – service innovation actor engagement: an integrative model

Hollebeek

Andreassen

Smith

et al. 2018

JSM

Self Cite

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“…Overview of the engagement ecosystem framework The theoretical underpinnings of engagement are embedded in the domains of relationship marketing and S-D logic (Hollebeek, Malthouse, and Block, 2016;Hollebeek, Srivastava, and Chen, 2016). These theoretical perspectives see consumer behavior as "centered on customers' and/or other stakeholders' interactive experiences taking place in complex, co-creative environments" (Brodie et al, 2013).…”

Section: Theoretical Underpinningsmentioning

confidence: 99%

Dynamics between social media engagement, firm-generated content, and live and time-shifted TV viewing

Viswanathan

Malthouse

Masłowska

et al. 2018

JOSM

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For AuthorsIf you would like to write for this, or any other Emerald publication, then please use our Emerald for Authors service information about how to choose which publication to write for and submission guidelines are available for all. Please visit www.emeraldinsight.com/authors for more information. About Emerald www.emeraldinsight.comEmerald is a global publisher linking research and practice to the benefit of society. The company manages a portfolio of more than 290 journals and over 2,350 books and book series volumes, as well as providing an extensive range of online products and additional customer resources and services.Emerald is both COUNTER 4 and TRANSFER compliant. The organization is a partner of the Committee on Publication Ethics (COPE) and also works with Portico and the LOCKSS initiative for digital archive preservation.*Related content and download information correct at time of download. Steven Hoornaert and Dirk Van den PoelDepartment of Marketing, Ghent University, Ghent, Belgium Abstract Purpose -The purpose of this paper is to study consumer engagement as a dynamic, iterative process in the context of TV shows. A theoretical framework involving the central constructs of brand actions, customer engagement behaviors (CEBs), and consumption is proposed. Brand actions of TV shows include advertising and firm-generated content (FGC) on social media. CEBs include volume, sentiment, and richness of user-generated content (UGC) on social media. Consumption comprises live and time-shifted TV viewing. Design/methodology/approach -The authors study 31 new TV shows introduced in 2015. Consistent with the ecosystem framework, a simultaneous system of equations approach is adopted to analyze data from a US Cable TV provider, Kantar Media, and Twitter. Findings -The findings show that advertising efforts initiated by the TV show have a positive effect on time-shifted viewing, but a negative effect on live viewing; tweets posted by the TV show (FGC) have a negative effect on time-shifted viewing, but no effect on live viewing; and negative sentiment from tweets posted by viewers (UGC) reduces time-shifted viewing, but increases live viewing. Originality/value -Content creators and TV networks are faced with the daunting challenge of retaining their audiences in a media-fragmented world. Whereas most studies on engagement have focused on static firm-customer relationships, this study examines engagement from a dynamic, multi-agent perspective by studying interrelationships among brand actions, CEBs, and consumption over time. Accordingly, this study can help brands to quantify the effectiveness of their engagement efforts in terms of encouraging CEBs and eliciting specific TV consumption behaviors.

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“…As the academic field is developing the concept of customer engagement and its nomological distinction from other concepts such as loyalty and service dominant logic (Hollebeek et al 2017), firms are experimenting with strategies that could develop relationships with their customers beyond just monetary transactions. Consider the company Amazon.com and its attempts to develop customer engagement, for instance by developing Amazon Dash, a device that can be paired with a product of a consumer's choice and allows the consumer to reorder these products at the push of a single button.…”

Section: Introductionmentioning

confidence: 99%