Customer Engagement Marketing

Robert W. Palmatier, V. Kumar, Colleen M. Harmeling (Herausgeber)

Buch | Hardcover

XVIII, 328 Seiten

2017 | 1st ed. 2018
Springer International Publishing (Verlag)
978-3-319-61984-2 (ISBN)

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This book provides a synthesis of research perspectives on customer engagement through a collection of chapters from thought leaders. It identifies cutting-edge metrics for capturing and measuring customer engagement and highlights best practices in implementing customer engagement marketing strategies. Responding to the rapidly changing business landscape where consumers are more connected, accessible, and informed than ever before, many firms are investing in customer engagement marketing. The book will appeal to academics, practitioners, consultants, and managers looking to improve customer engagement.

Robert W. Palmatier is Professor of Marketing at the University of Washington, USA. He is the Editor-in Chief of Journal of Academy of Marketing Science. V. Kumar (VK) is the Regents Professor, Richard and Susan Lenny Distinguished Chair, and Professor in Marketing at Georgia State University, USA. VK has published over 250 articles, 25 books and has received over 25 Research and Teaching Excellence Awards.Colleen Harmeling is Assistant Professor of Marketing and Dean’s Emerging Scholar at Florida State University, USA. Her research has appeared in Journal of Marketing, Journal of International Business Studies, Marketing Science Institute Working Paper Series, and has been presented at numerous marketing conferences.

1. Customer Engagement Marketing.- 2. If you build it right, they will engage: A study of antecedent conditions of customer engagement.- 3. Measuring and Managing Customer Engagement Value through the Customer Journey. 4. Customer Engagement through Personalization and Customization.- 5. Managing Product Returns within the Customer Value Framework.- 6. Multi-Tier Loyalty Programs to Stimulate Customer Engagement.- 7. Happy Users, Grumpy Bosses: Current Community Engagement Literature and the Impact of Support Engagement in a B2B Setting on User and Upper Management Satisfaction.- 8. Customer Engagement and Employee Engagement: A Research Review and Agenda.- 9. The Disruptive Impact of Customer Engagement on the Business-to-Consumer Sales Force.- 10. Creating Stronger Brands through Consumer Experience and Engagement.- 11. From Customer to Partner Engagement: A Conceptualization and Typology of Engagement in B2B.- 12. Engaging with Brands: The Influence of Dispositional and SituationalBrand Engagement on Customer Advocacy.- 13. The Emotional Engagement Paradox.- 14. Conclusion: Informing Customer Engagement Marketing and Future Research.

Erscheinungsdatum	15.09.2017
Zusatzinfo	XVIII, 328 p. 21 illus., 7 illus. in color.
Verlagsort	Cham
Sprache	englisch
Maße	148 x 210 mm
Gewicht	548 g
Themenwelt	Wirtschaft ► Betriebswirtschaft / Management ► Marketing / Vertrieb
Schlagworte	Business & Management • business and management • Business & Management • Consumer Behavior • Consumer Relations • Corporate Communication/Public Relations • Customer Engagement • Customer Relationship Management • Customer Services • Marketing • Market Research • Market Research/Competitive Intelligence • product innovation • Public Relations • Relationship Management • Strategy
ISBN-10	3-319-61984-5 / 3319619845
ISBN-13	978-3-319-61984-2 / 9783319619842
Zustand	Neuware