- Title
- S-D logic – informed customer engagement: integrative framework, revised fundamental propositions, and application to CRM
- Creator
- Hollebeek, Linda D.; Srivastava, Rajendra K.; Chen, Tom
- Relation
- Journal of the Academy of Marketing Science Vol. 47, p. 161-185
- Publisher Link
- http://dx.doi.org/10.1007/s11747-016-0494-5
- Publisher
- Springer
- Resource Type
- journal article
- Date
- 2019
- Description
- Research addressing the micro-foundational theoretical entity of customer engagement (CE) has proliferated in recent years. In parallel, the macro-foundational theory of service-dominant (S-D) logic is thriving. While the fit of CE/S-D logic has been recognized, insight into this theoretical interface remains tenuous, as explored in this paper. We develop an integrative, S-D logic-informed framework of CE comprising three CE foundational processes, which are required (for customer resource integration), or conducive (for customer knowledge sharing/learning) CE antecedents. While customer resource integration, in some form, extends to coincide with CE, customer knowledge sharing/learning can also do so. We also identify three CE benefits (customer individual/interpersonal operant resource development, cocreation) as CE consequences, which can also coincide with CE. Deploying the framework, we revise Brodie et al.'s (Journal of Service Research, 14(3), 252-271, 2011) fundamental propositions of CE and apply these to customer relationship management. We conclude with theoretical and managerial implications, followed by future research avenues.
- Subject
- customer engagement; S-D logic; conceptual framework; revised FPs; CRM
- Identifier
- http://hdl.handle.net/1959.13/1422973
- Identifier
- uon:37888
- Identifier
- ISSN:0092-0703
- Language
- eng
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