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Статті в журналах з теми "Customer engagement behaviour":
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Rather, Raouf Ahmad, and Jyoti Sharma. "Customer engagement for evaluating customer relationships in hotel industry." European Journal of Tourism, Hospitality and Recreation 8, no. 1 (May 1, 2017): 1–13. http://dx.doi.org/10.1515/ejthr-2017-0001.
AbstractCustomer engagement can be used as a proxy in customer behaviour research for evaluating customer relationships towards a company and/or brand. Companies are increasingly recognizing the value of establishing close customer relationships. The objective of the research was to explore the associations among customer engagement dimensions and loyalty for evaluating customer relationships in hotel industry. Furthermore, the study evaluated the level and influence of new customers and repeat customer segments. The questionnaires were completed by 240 customers from five star hotels (30% customers) and four star hotels (70% customers) in Jammu and Kashmir, India. Descriptive, exploratory factor analysis, confirmatory factor analysis and regression analysis were used to test the constructs. The results suggested that customer engagement (CE) makes a substantial contribution to the prediction of loyalty in building customer relationships. The findings proposed that hoteliers can actively incorporate strategies to enhance CE, which eventually develops a sustainable loyal customer relationship. The results could be effective to hoteliers in engaging customers while marketing, branding, differentiating and segmenting its products and services in building loyal customer relationships. Moreover, segmenting the customers offers a deeper and more inclusive knowledge of nature of customer relationships and how engagement can be fostered and developed among diverse customer segments.
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Mohd Ridzuan, Nur Amira, Rasidah Hamid, Mohd Hanafi Azman Ong, and Ilma Andriasri Pratiwi. "Exploring the influence of e-Service Quality toward Customer Engagement Behavior via PLS-SEM: Findings from a hotel’s customer perspective." Environment-Behaviour Proceedings Journal 7, no. 21 (September 30, 2022): 263–69. http://dx.doi.org/10.21834/ebpj.v7i21.3748.
Shaheen, Musarrat, Farrah Zeba, Vaibhav Sekhar, and Raveesh Krishnankutty. "Linking home–work interface, work engagement and psychological capital to customer advocacy." Journal of Global Operations and Strategic Sourcing 12, no. 2 (June 17, 2019): 268–87. http://dx.doi.org/10.1108/jgoss-08-2017-0033.
Purpose This paper aims to examine the influence of the work–family interface on both work engagement and the psychological capital (PsyCap) of the liquid workforce. Also, drawing from the literature on consumer behaviour, the second objective of this paper is to investigate the impact of work engagement and PsyCap on customer advocacy. Design/methodology A dyadic study was conducted, comprising 200 nurses and 200 patients from different healthcare service providers of India. Structural equation modelling was used to analyse the responses collected from nurses and the patients whom they served. Findings The results confirm that the home–work interface has a positive impact on work engagement and PsyCap. The findings also confirm a positive impact of PsyCap on customer advocacy, but the effect of work engagement on customer advocacy was not significant. Research implications This study confirms that to keep liquid workers engaged in their work and to enhance their personal PsyCap, an organisation should provide the opportunity to maintain a balance between work and home needs. The findings also confirm that personal psychological resources (PsyCap) facilitate prosocial helping behaviour, which keeps customers closer and maintains them as true representatives of the organisation. Originality/value The present study is one of only a few preliminary studies examining the predictors of work engagement of liquid workers. Also, an inter-disciplinary approach was taken to understand the link between employee-level variables (home–work interface, work engagement and PsyCap) and a customer-level variable (customer advocacy).
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Ramadhanti, Alya Rysda, Rafa Syafiq Bastikarana, Andry Alamsyah, and Sri Widiyanesti. "Determining Customer Relationship Management Strategy With Customer Personality Analysis Using Ontology Model Approach." Jurnal Manajemen Indonesia 20, no. 2 (August 30, 2020): 83. http://dx.doi.org/10.25124/jmi.v20i2.3196.
Indonesia is a market with attractive e-commerce growth in the past four years. The tight competition made the company try to find ways to maintain customer loyalty, including making improvements to the Customer Relationship Management (CRM) strategy. The way to establish a good CRM strategy is driven by a good approach from the company to customers. Through the process of understanding customer personality, major companies able to understand their customer behaviour, therefore, companies driven by their marketers can perform product marketing activities that are tailored to the tendency of the customer's personality. This research was conducted to determine the personality of the customer by utilizing data obtained from online reviews of several products using the ontology model approach. Personality is measured based on words and phrases given by customers through their online reviews with the help of the Big Five Personality theory in the classification process. The results of this study indicate that the measurement of personality using an ontology model reconstructed with the n-gram algorithm shows that customers on several products have different personalities. These personalities can be used as a foundation in determining and establishing CRM strategies in order to gain higher customer engagement.
Keywords—Customer Relationship Management; Online Review; Ontology Model; Personality Measurement
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Rabbanee, Fazlul K., Mohammad Moinul Haque, Shanta Banik, and Mohammad Majedul Islam. "Managing engagement in an emerging economy service." Journal of Service Theory and Practice 29, no. 5/6 (December 9, 2019): 610–38. http://dx.doi.org/10.1108/jstp-12-2018-0276.
Purpose The purpose of this paper is to offer a better understanding of managing engagement in an emerging economy service. It explores the role of organisational climates for initiative and psychological safety as the key drivers of employee engagement (EE). It also examines the effects of EE on customer engagement (CE) and, in turn, on relationship commitment and switching intention. Design/methodology/approach Data were collected through a structured survey of service employees and customers of 69 bank branches in Bangladesh using two survey instruments. Responses were collected from 156 employees and 316 customers. A dyadic data set was created by matching customer data with the corresponding employee data collected from each bank branch. Structural equation modelling using AMOS (version 22.0) was employed for data analysis. Findings Organisational climates for initiative and psychological safety positively influence EE. In turn, EE significantly influences CE which has a significant impact on customer relationship commitment and switching intention. Research limitations/implications Future research could consider actual customer behaviour, such as repeat purchase, as the key outcome variable. Practical implications The findings emphasise that investment by service managers in organisational resources to facilitate favourable climates for initiative and psychological safety would engage employees at work, which would ultimately help to attain CE and commitment, and reduce switching intention. Originality/value This research extends the existing engagement literature with empirical evidence supporting two new EE drivers and two new CE outcomes. It offers a better understanding of managing engagement in the financial services industry of an emerging economy, focussing on the relationship chain from organisational climate to EE, CE and customer-based outcomes.
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Hao, Fei. "The landscape of customer engagement in hospitality and tourism: a systematic review." International Journal of Contemporary Hospitality Management 32, no. 5 (May 6, 2020): 1837–60. http://dx.doi.org/10.1108/ijchm-09-2019-0765.
Purpose This paper aims to deliver a systematic review of customer engagement in hospitality and tourism by synthesising existing literature, thus presenting a state-of-art landscape of customer engagement research. Design/methodology/approach A total of 173 peer-reviewed articles were collected from seven databases, spanning from 2007 to 2020. A systematic review was conducted by analysing, categorizing and synthesising existing studies to examine the evolution, conceptual nature, typology and measurement of the existing literature on customer engagement in hospitality and tourism. Findings This study provides an overview of the temporal, spatial, sectoral and journal-wise distribution of customer engagement in hospitality and tourism. A comprehensive definition of customer engagement is proposed based on five fundamental propositions. Scrutiny of customer engagement studies in hospitality and tourism presents four sub-forms, including online customer engagement, tourist engagement, customer brand engagement and customer engagement behaviour. Additionally, the research methods, dimensionality and measurement scales of customer engagement are systematically reviewed. Originality/value This study is the first systematic review of customer engagement research in the field of hospitality and tourism. The original definition leads to an improved understanding of customer engagement. This study is also the first to propose a clear typology of customer engagement to enhance consistency in usage.
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Theocharis, Dimitrios, and Georgios Tsekouropoulos. "Customer engagement model and consumer behaviour within omnichannel retailing." International Journal of Technology Marketing 16, no. 1/2 (2022): 131. http://dx.doi.org/10.1504/ijtmkt.2022.122456.
Dimitrios, Theocharis, and Georgios Tsekouropoulos. "Customer engagement model and consumer behaviour within omnichannel retailing." International Journal of Technology Marketing 16, no. 1/2 (2022): 1. http://dx.doi.org/10.1504/ijtmkt.2022.10044468.
Nayak Kini, Archana, and Savitha Basri. "An empirical examination of customer advocacy influenced by engagement behaviour and predispositions of FinTech customers in India." F1000Research 11 (May 23, 2022): 27. http://dx.doi.org/10.12688/f1000research.74928.2.
Background: The extensive adoption and usage of emerging technologies furthered by the global coronavirus disease 2019 (COVID-19) pandemic, has reduced direct face to face communications. New FinTech (financial technology) apps and technologies are flooding the Indian digital payments market and competitors are striving hard to attract and retain their customers. Especially when customer engagement behaviours (CEBs) are digital in nature, it is essential to gauge the intrinsically driven customer motivations which drive a positive CEB. The objective of this paper was to empirically test the influence of customer-based antecedents such as emotions, moral identity, self-concept, communal focus, perceived cost and perceived benefits on non-transactional experiential customer engagement behaviours (CEBs) and CEB’s effect on customer advocacy in the FinTech industry. Methods: Data from 380 financial app users in south India were gathered by administering a survey that captured customer predispositions, CEBs, and customer advocacy. Structural equation modelling (SEM) using smart PLS (partial least squares) 3.0 was applied to test the theoretical model. Results: Results indicate that CEB fully mediates the relationship between self-concept and customer advocacy. The positive CEBs get formed through customer predispositions leading to referral/advocacy behaviours. Conclusions: This paper provides directions for FinTech practitioners, marketers, technologists, and academicians to devise marketing strategies customized to customer needs and factors. This is one of the first research studies to demonstrate and empirically validate the CEB model for the FinTech industry during the COVID-19 pandemic.
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Nayak Kini, Archana, and Savitha Basri. "An empirical examination of customer advocacy influenced by engagement behaviour and predispositions of FinTech customers in India." F1000Research 11 (January 11, 2022): 27. http://dx.doi.org/10.12688/f1000research.74928.1.
Background: The extensive adoption and usage of emerging technologies furthered by the global coronavirus disease 2019 (COVID-19) pandemic, has reduced direct face to face communications. New FinTech (financial technology) apps and technologies are flooding the Indian digital payments market and competitors are striving hard to attract and retain their customers. Especially when customer engagement behaviours (CEBs) are digital in nature, it is essential to gauge the intrinsically driven customer motivations which drive a positive CEB. The objective of this paper was to empirically test the influence of customer-based antecedents such as emotions, moral identity, self-concept, communal focus, perceived cost and perceived benefits on non-transactional experiential customer engagement behaviours (CEBs) and CEB’s effect on customer advocacy in the FinTech industry. Methods: Data from 380 financial app users in south India were gathered by administering a survey that captured customer predispositions, CEBs, and customer advocacy. Structural equation modelling (SEM) using smart PLS (partial least squares) 3.0 was applied to test the theoretical model. Results: Results indicate that CEB fully mediates the relationship between self-concept and customer advocacy. The positive CEBs get formed through customer predispositions leading to referral/advocacy behaviours. Conclusions: This paper provides directions for FinTech practitioners, marketers, technologists, and academicians to devise marketing strategies customized to customer needs and factors. This is one of the first research studies to demonstrate and empirically validate the CEB model for the FinTech industry during the COVID-19 pandemic.
Дисертації з теми "Customer engagement behaviour":
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Frech, Bernadette. "Uncovering the drivers of customer engagement behaviours : investigating key mediating mechanisms underlying the link between customer satisfaction and customer engagement behaviours in a higher education context." Thesis, Aston University, 2018. http://publications.aston.ac.uk/33405/.
This study aims to explore cognitive and affective mediating mechanisms between Customer Satisfaction (CS) and positive Customer Engagement Behaviours (CEBs) that are of direct benefit to a firm (i.e. Participation, Word-of-Mouth, Monetary Giving) or indirect benefit (, i.e. Human Capital Performance). Two studies were carried out, in England and Austria, in a higher education context. Study 1 comprised of: 8 focus groups with 48 undergraduate business students from England and Austria, 21 semi-structured interviews with alumni of undergraduate business studies from England and Austria, and 9 background expert interviews. Study 2 encompassed a mail survey with 209 multi-source cases from undergraduate business students, who had conducted a placement year, and their immediate managers or supervisors, in England. Findings reveal that the relationships between CS and CEBs are not direct as assumed in literature. Perceived Employability was found as a central cognitive mediator between CS and CEBs of direct and indirect benefit to a service provider. In addition, Gratitude and Love are of importance as affective mediators between CS and CEBs that are of direct benefit to a firm. This study contributes to the service field by developing and empirically testing a conceptual framework on CEBs, including often neglected CEBs; for instance, CEBs of indirect benefit to an organisation and monetary CEBs. The study also provides the first empirical evaluation of the serial mediation effects of two distinct positive emotions, Gratitude and Love, between CS and CEBs of direct benefit to a service provider. Finally, while most studies have focused on affective mediation effects and CEBs of direct benefit to a service provider, this study has found Perceived Employability to have a simple cognitive mediation effect between CS and CEBs of indirect benefit to a service provider.
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Cummings, Maria N. "Consumer engagement perspectives : a tool for ensuring advertising's impact? /." Online version of thesis, 2007. http://hdl.handle.net/1850/4804.
Kapetanakis, Anna, and Johan Eriksson. "Lojalitet genom bonusprogram, en framgångsrik strategi? : En studie av servicenäringen." Thesis, Högskolan i Gävle, Avdelningen för ekonomi, 2014. http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-16886.
Syfte: Syftet med denna studie är att undersöka vilka värden som på längre sikt har avgörande betydelse för att engagera en kund med avseende på lojalitetsprogram. Metod: I studien användes en kvantitativ metod där en enkät med stängda svarsalternativ skickades ut till ca 30 000 respondenter. Till enkäten användes ordinal- och nominalskala för att möjliggöra Spearman’s rho korrelationsanalys med hjälp av statistiska mjukvaran IBM SPSS. Analyserna användes sedan för acceptera eller förkasta de hypoteser som deducerats från teorin. Resultat: Resultatet visade att trots en pågående negativ trend för lojalitetsprogram så skapar de engagemang och är betydande för kunden. Det värde som visade sig ha signifikant betydelse för engagemanget var kundens mervärde. Kundens mervärde leder till upprepade köp och har en direkt påverkan på kundens lojalitet och kundens uppfattning av programmet som påverkar engagemanget. Resultatet av studien kan därför ses som en pågående interaktionsprocess där företagets aktiviteter påverkar kundens engagemang både i och utanför lojalitetsprogrammet. Ett ökat mervärde i interaktionsprocessen till följd av företagets aktiviteter och kundens värdering av varumärket, ökar kundens engagemang, vilket möjliggör att lojalitet kan skapas genom program på längre sikt. Förslag till fortsatta studier: Syftet med studien är att öka förståelsen för de värden som engagerar kunden med avseende på lojalitetsprogram. Författarnas ambition är att vidare forskning ska ta avstamp i studiens resultat och den modell som utvecklats. Förhoppningen är att studien ska ligga till grund för empirisk tillämpning inom servicenäringen samt utgöra underlag vid strategiska beslut och marknadsundersökningar.
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Tlailane, Lesego. "Comparing the relationships of employee and customer focused leadership behaviours on employee engagement." Diss., University of Pretoria, 2020. http://hdl.handle.net/2263/79665.
Positive levels of employee engagement can be an organisation's sustainable competitive advantage. Engaged employees not only save the organisation money in terms of recruitment costs, but make the organisation money through increased productivity, sales, and quality of product. While much research has been conducted on the positive relationship between transformational leadership and employee engagement, this research goes further to understand whether there are merits to contextual leadership behaviours.
The study aimed to test if significant relationships exist between employee engagement and perceived transformational and service leadership behaviours. Furthermore, the contextual nature of these relationships would be unpacked to better help organisations target specific training interventions for managers to develop relevant leadership behaviour.
Quantitative research methods were used to test the hypotheses. A cross-sectional self-questionnaire was used to collect data. A final sample size of 165 participants was utilised for the analysis. The hypotheses were tested using correlation and regression analysis.
The study found that significant positive relationships exist between employee engagement and perceived transformational and service leadership. Furthermore, the employee engagement relationship with perceived transformational leadership was found to be consistent across sectors, whereas service leadership was found to be contextual. This study thus contributes to the literature in the fields of employee engagement and leadership. Mini Dissertation (MBA)--University of Pretoria, 2020. pt2021 Gordon Institute of Business Science (GIBS) MBA Unrestricted
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Sjöqvist, Sarah. "Customer engagement behavior on social media brand communities : A quantitative study regarding engagement behavior, perceived benefits, and relationship outcome on different social media platforms." Thesis, Linnéuniversitetet, Institutionen för marknadsföring (MF), 2015. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-43889.
Social media has provided both companies and customer with new opportunities. Customers are increasingly integrating social media into their daily lives and companies has noticed these new traditional medias and started to take advantage of them through brand communities. The new behavior occurring on brand communities is what research call customer engagement behavior and goes beyond transactional behavior. However, customer engagement has not been fully researched on different social media platforms. The most researched platform to date is Facebook. And with the rapid growth of social media and the constant development of new platforms it is of importance to understand customer engagement behavior on different social media platforms to further being able to adapt to each unique platform. Purpose: This study aimed to investigate the frequency of customer engagement behavior and its affect on perceived relationship benefits and ultimately, relationship outcomes. This based on three different social media platforms where one company were present with brand communities and then compare the outcome of each platform with each other. Hypothesis: 𝐻1 = The frequency of customer engagement behavior leads to perceived relationship benefits of engaging in a brand community. 𝐻2 = Customer perceived relationship benefits have a positive effect on relationship outcomes. Methodology: Cross-sectional online questionnaires distributed on three different social media platforms – Facebook, Instagram, and Pinterest. Analysed using linear regressions. Findings: The findings indicates that the frequency on which a customer engage in engagement behaviors showed no statistical significance on Facebook, however, the frequency of reading messages, visiting the brand community, and purchasing products did show statistical significance on Instagram. Furthermore, the perceived relationship benefits that showed significance for both Facebook and Instagram was practical and economic benefits. While on Facebook social enhancement was considered an important indicator for relationship outcome and entertainment
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Singh, Irvana. "The interrelationships between selected relationship marketing constructs, customer engagement and behavioural intentions in the life insurance industry." Diss., University of Pretoria, 2017. http://hdl.handle.net/2263/64929.
Drawing on relationship marketing theory, this study sought to investigate the interrelationships between selected relationship marketing constructs, customer engagement and behavioural intentions in the life insurance industry. Life insurance, which is characterised as a highly abstract, intangible service consisting largely of credence properties, provided an unusual context for the examination of the relationships between these constructs, specifically the mediating role of customer engagement on behavioural intentions. A deductive research design was employed, and self-administered electronic surveys were fielded among customers of South African life insurance organisations. A total of 282 surveys were returned and the interrelationships between the constructs were examined using structural equation modelling. The findings indicated that trust did not have a positive and significant effect on customer engagement or behavioural intentions and that customer engagement towards a life insurance organisation did not mediate the relationship between trust and behavioural intentions. Customer satisfaction, on the other hand, did have a positive and significant effect on customer engagement and behavioural intentions and customer engagement towards a life insurance organisation did mediate the relationship between customer satisfaction and behavioural intentions. The findings of the study contribute to the developing body of customer engagement literature, in the previously unexplored context of the life insurance industry, in an emerging market context, by contributing an understanding into the interrelationships between the relationship marketing constructs, customer engagement and behavioural intentions and offers key insights into the extent to which the relationship marketing constructs and customer engagement may influence the behavioural intentions of customers in the life insurance industry. Mini Dissertation (MBA)--University of Pretoria, 2017. lt2018 Gordon Institute of Business Science (GIBS) MBA Unrestricted
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Vanga, Sudarsana Reddy, and Yan Yang. "Perceptions and Motivations of User Engagement for Social Media Marketing : A Quantitative Study of Facebook and Instagram Users." Thesis, Uppsala universitet, Företagsekonomiska institutionen, 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-387909.
Social media marketing has gained tremendous attention in recent years and has become a powerful tool for companies, entrepreneurs and marketers to approach their target customers and cultivate longtime customer relationship with increased engagement. Despite the increasing investment on social media marketing and the increasingly important roles users play today, few of previous studies, however, were focused on the user behavior or the key factors that influence user engagement with brands on social media. We chose the technology acceptance model (TAM) and uses and gratifications theory (UGT) as our theoretical foundation to investigate user behaviors on social media and the factors that influence user engagement with brands. We tested our model in two different social media platforms; Facebook and Instagram. The conclusions were based on inputs from a survey with 126 respondents with diverse background and age groups. We tested the hypotheses utilizing statistic correlation analyses. Among the five researched variables, H1 (perceived usefulness) and H5 (motivation for information) are proved to be statically significant. Despite a number of limitations, our research sheds a light on the study of user behavior on social media platforms. Understanding user behavior is useful for entrepreneurs and marketers in shaping more efficient ways to target the right audience on the right platform(s) to achieve their marketing objectives by effectively exploiting the potential of social media.
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Jang, Jichul. "A Multi-Level Examination of Factors Predicting Employee Engagement andits Impact on Customer Outcomes in the Restaurant Industry." The Ohio State University, 2013. http://rave.ohiolink.edu/etdc/view?acc_num=osu1373985282.
Béal, Mathieu. "La contribution de la propriété légale des clients aux comportements d'engagement." Thesis, Lyon, 2018. http://www.theses.fr/2018LYSE3028/document.
Puisqu’ils représentent l’ensemble des sources de valeur du client pour une entreprise, les comportements d’engagement attirent largement l’attention tant des managers que des académiciens. Cette thèse de doctorat propose d’étudier l’impact de la propriété légale de la firme par les clients sur leurs comportements d’engagement. Les résultats d’une première étude (N = 26 781) montrent que la Customer Lifetime Value des clients propriétaires de la firme est plus élevée et croît plus rapidement dans le temps, comparativement à celle des clients non propriétaires. Dans un même temps, les clients propriétaires sont plus enclins à recommander la firme (Customer Influencer Value). Une seconde étude terrain (N = 295) a été menée dans l’objectif de comprendre le mécanisme d’influence de la propriété légale sur les comportements d’engagement. Les résultats de cette étude introduisent le rôle de la propriété psychologique pour expliquer les effets de la propriété légale sur la Customer Knowledge Value (suggestions et réclamations). Les implications théoriques et managériales, ainsi que les limites et voies de recherche sont présentées par la suite Considering that they represent all the customers’ valuable behaviors, engagement behaviors gain particular interests from both managers and academicians. This doctoral dissertation studies the influence of customers’ formal ownership over the firm on their engagement behaviors. Results from Study 1 (N = 26 871) reveal that customers-owners’ Customer Lifetime Value is stronger and evolve more rapidly, compared to customers-non-owners’ one. Furthermore, customers-owners present a stronger intention to recommend the firm (Customer Influencer Value). We perform a second study (N = 295) to understand the underlying process through which formal ownership influences engagement behaviors. Results introduce the importance of the psychological ownership concept, to explain how formal ownership influences Customer Knowledge Value (suggestions and complaints). These findings have implications for theory, practice, and further research
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Yen, Wen-Shen. "Person-environment fit: work-related attitudes and behavioral outcomes in continuing care retirement communities." Diss., Kansas State University, 2012. http://hdl.handle.net/2097/14757.
Doctor of Philosophy Department of Hospitality Management & Dietetics Chihyung Ok Academics and practitioners alike have studied the concept of person-environment fit (P-E fit) during the last two decades. How well a person fits the work environment may be an effective indicator of attitudes and behaviors in organizations. P-E fit is not completely conceptualized, so existing studies of fit theory have focused only on particular dimensions of fit leading to contradictory results. Therefore, Study 1, using multi-dimensional environment fit, tested relationships among the environment fits, work related attitudes, and outcomes at the individual, group, and organization levels. In addition, Study 2 examined the effect of relationship qualities between hierarchical levels (supervisor-subordinate) and multi-dimensional fit on employee turnover intention.
To empirically test the proposed relationships, 288 foodservice employees at continuing care retirement communities (22 facilities) statewide submitted questionnaires. Of these, 261 and 254 were usable in study 1 and study 2, respectively, for further data analysis. The results of structural equation modeling (Study 1) suggested that employee need-supply fit, demand-ability fit, person-group fit, and person-organization fit were positively related to employee need satisfaction. Further, need satisfaction was positively related to outcome variables like work engagement, interpersonal citizenship behavior, and organizational commitment. Results of hierarchical multiple regressions (for Study 2) showed that employee need-supply fit perception related negatively to turnover intention. The study also found that the leader-member exchange relationship moderated the need-supply fit and turnover intention. Thus, a close exchange relationship between leaders and subordinates could keep subordinates from leaving because of a need-supply misfit. Further discussion and managerial implications of the findings along with directions for future studies are provided.
Padua, Donatella. Trust, social relations and engagement: Understanding customer behaviour on the Web. Basingstoke, Hampshire: Palgrave Macmillan, 2012.
Vaiciukynaite, Egle, Ineta Zickute, and Justas Salkevicius. "Solutions of Brand Posts on Facebook to Increase Customer Engagement Using the Random Forest Prediction Model." In FGF Studies in Small Business and Entrepreneurship, 191–214. Cham: Springer International Publishing, 2022. http://dx.doi.org/10.1007/978-3-031-11371-0_9.
AbstractThis paper aims to predict customer engagement behaviour (CEB), i.e. likes, shares, comments, and emoji reactions, on company posts on Facebook. A sample of 1109 brand posts from Facebook pages in Lithuania was used. The Random Forest method was used to train models to predict customer engagement behaviour based on features including time frame, content, and media types of brand posts. The data was used for training nine binary classification models using the Random Forest method, which can predict the popularity of a company’s posts. In terms of social score, accuracy of likes, comments, and shares varied from 68.4% (likes on a post) to 84.0% (comments on a post). For emotional responses, accuracy varied from 65.6% (‘wow’ on a post) to 82.5% (‘ha ha’ on a post). The data was collected from one single media platform and country, and encompassed emotional expressions at an early stage on Facebook. The findings of Random Forest prediction models can help organisations to make more efficient solutions for brand posts on Facebook to increase customer engagement. This paper outlines the first steps in creating a predictive engagement score towards diverse types of brand posts on Facebook. The same approach to features of brand posts might be applied to other social media platforms such as Instagram and LinkedIn.
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Lodeiros-Zubiria, Manuel Luis. "Customer Engagement Behaviour Through Satisfaction and Service Quality in Digital Multi-platform Banking: A Proposal from Peru." In Advances in Intelligent Systems and Computing, 198–207. Cham: Springer International Publishing, 2021. http://dx.doi.org/10.1007/978-3-030-68418-1_20.
Parapanos, Demos, and Elina Michopoulou. "How to Design Hotel Gamified Applications Effectively: Understanding the Motives of Users as Hotel Visitors." In Information and Communication Technologies in Tourism 2022, 463–72. Cham: Springer International Publishing, 2022. http://dx.doi.org/10.1007/978-3-030-94751-4_43.
AbstractThe service sector including tourism and hospitality have recognized the need for a turn to a customer-centric approach that primarily values tourists’ needs, wants, preferences and requirements as major determinants in travel decisions. Considering that mobile devices are becoming travel buddies and that their use is profoundly influencing traveller’s journey highlights the need of Gamification. As a relatively new phenomenon in the industry, motives encouraging usage behaviour have yet to be researched. Identifying these motives could offer several advantages to hotels by providing relationship marketing, engagement and strengthening customer loyalty. This research tries to fill this gap and enlighten existing gamification research by understanding the motives of users’ continuance intention in adopting technology with gamification characteristics. Visual material based on the current definitions of gamification was prepared to create a hotel gamified application to help participants discuss their preferences.
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Belyakov, Alexander. "Community Engagement, Customer Engagement, and Changes in Behavior." In Encyclopedia of the UN Sustainable Development Goals, 1–24. Cham: Springer International Publishing, 2020. http://dx.doi.org/10.1007/978-3-319-71057-0_49-1.
Belyakov, Alexander. "Community Engagement, Customer Engagement, and Changes in Behavior." In Encyclopedia of the UN Sustainable Development Goals, 153–76. Cham: Springer International Publishing, 2021. http://dx.doi.org/10.1007/978-3-319-95864-4_49.
Gao, Chun-yu, and Ming-liang Chen. "Customer Engagement Behavior: A New Perspective in CRM." In The 19th International Conference on Industrial Engineering and Engineering Management, 617–24. Berlin, Heidelberg: Springer Berlin Heidelberg, 2013. http://dx.doi.org/10.1007/978-3-642-38442-4_65.
Do, Diem Khac Xuan, Kaleel Rahman, and Linda Robinson. "Determinants and Process of Negative Customer Engagement Behaviors." In Developments in Marketing Science: Proceedings of the Academy of Marketing Science, 431–43. Cham: Springer International Publishing, 2022. http://dx.doi.org/10.1007/978-3-030-89883-0_112.
Chuang, Huan-Ming, and Chien-Ku Lin. "Investigating the Dynamic Engagement Behavior in Virtual Customer Environments." In Lecture Notes in Electrical Engineering, 225–30. Berlin, Heidelberg: Springer Berlin Heidelberg, 2014. http://dx.doi.org/10.1007/978-3-642-55038-6_34.
Das, Prakash. "Identity Construction in Online Communities: Implications for Customer Engagement Behaviours." In The Sustainable Global Marketplace, 301. Cham: Springer International Publishing, 2014. http://dx.doi.org/10.1007/978-3-319-10873-5_172.
Тези доповідей конференцій з теми "Customer engagement behaviour":
1
Tan, Wai Beng, and Tong Ming Lim. "A Critical Review on Engagement Rate and Pattern on Social Media Sites." In International Conference on Digital Transformation and Applications (ICDXA 2020). Tunku Abdul Rahman University College, 2020. http://dx.doi.org/10.56453/icdxa.2020.1002.
Popular social media sites such as Facebook, Instagram and Twitter have become important tools in fostering relationships between companies and customers. When using social media sites, organisations are often keen to maximise engagements from their target audiences. Companies tend to create posts to which their audience will reply, retweet, comment, share and like. However, different types of contents from posts can impact on three interaction metrics: likes, comments and shares. In this paper, we investigate the factors that characterise the posts with which an audience engages. The results showed that media and content type of posts have a positive significant impact on customer engagement. The study also demonstrated the importance of an active online participation and communication among consumers will ultimately impact their purchase behaviour in reality. Keywords: Social Media Sites, customer engagement, Facebook, content post, media post
2
Yow, Leong Wai, Kong Hua Lim, Yee Mei Lim, and Tong Ming Lim. "Multi-Emotion Detection in Social Media Post using Lexicon-Driven Approach." In International Conference on Digital Transformation and Applications (ICDXA 2020). Tunku Abdul Rahman University College, 2020. http://dx.doi.org/10.56453/icdxa.2020.1008.
Popular social media sites such as Facebook, Instagram and Twitter have become important tools in fostering relationships between companies and customers. When using social media sites, organisations are often keen to maximise engagements from their target audiences. Companies tend to create posts to which their audience will reply, retweet, comment, share and like. However, different types of contents from posts can impact on three interaction metrics: likes, comments and shares. In this paper, we investigate the factors that characterise the posts with which an audience engages. The results showed that media and content type of posts have a positive significant impact on customer engagement. The study also demonstrated the importance of an active online participation and communication among consumers will ultimately impact their purchase behaviour in reality. Keywords: Social Media Sites, customer engagement, Facebook, content post, media post
3
Spajić, Jelena, Ksenija Mitrović, Nebojša Novaković, and Danijela Lalić. "Visual brand communication during the COVID-19 pandemic." In 11th International Symposium on Graphic Engineering and Design. University of Novi Sad, Faculty of technical sciences, Department of graphic engineering and design, 2022. http://dx.doi.org/10.24867/grid-2022-p23.
COVID-19 has brought a number of changes in people’s lifestyles as well as in business strategies. The consumers are moving towards social media and brands are forced to adjust their positioning strategies to retain existing and attract new customers. In generating the customer engagement, the brand content must match the visual preferences of its target group. This paper reviews a relevant literature of visual communication in the context of branding focusing on changes in terms of redesign and rebranding imposed by a crisis. The aim is to identify how companies successfully developed memorable, contextually-relevant and public-educational visual brand communication and strategies during the COVID-19 pandemic. The content analysis method was used in order to create a synthesized overview of brands' visual communication and their creative solutions during the pandemic. The results of this study highlight the importance of visual communication that can be taken by brands in dealing with crisis situations such as pandemic, and its effects on consumer behaviour in the new-normal era.
4
Hongyan Yu, Ann Veeck, and Mingxuan You. "Customer engagement behavior: Scale development and validation." In 2015 12th International Conference on Service Systems and Service Management (ICSSSM). IEEE, 2015. http://dx.doi.org/10.1109/icsssm.2015.7170250.
Puke, Ieva, Anda Batraga, Jelena Salkovska, and Henrijs Kalkis. "Specific Marketing Capabilities for Improved Export Performance in Young Firms." In 13th International Conference on Applied Human Factors and Ergonomics (AHFE 2022). AHFE International, 2022. http://dx.doi.org/10.54941/ahfe1002655.
The key challenge for young firms in export markets is to find the market opportunity and to develop an appropriate value proposition. The aim of this study is to identify the specific marketing capabilities that support the process of internationalization in young firms and to develop the model that links marketing capabilities to the export performance. The research model was tested within young exporting firm sample in Latvia. Quantitative data was analysed using factor analysis and structural equation modelling with PLS-SEM. This study identifies a unique set of marketing capabilities that enhance the export performance. Strategic marketing capabilities that have a positive effect on export performance are 1) customer engagement (the largest effect), 2) partner linking, 3) market sensing, 4) new product development and 5) strategic creativity capabilities. Firms need to develop cultural marketing capabilities - agility, proactivity, adaptiveness and openness to experiments in the export marketing process. This type of behaviour, particularly proactivity and openness to experiments, has a positive effect on export results and enhances the level of strategic marketing capabilities. The research model can be used by export firm managers and owners to improve the export performance and by government export promotion program leaders to develop and substantiate support tools and activities.
6
Romero, Jaime, and Shintaro Okazaki. "Exploring customer engagement behavior: construct proposal and its antecedents." In 2nd International Symposium on Partial Least Squares Path Modeling - The Conference for PLS Users. University of Twente, 2015. http://dx.doi.org/10.3990/2.339.
Yunita, Dessy, Welly Nailis, and Ahmad Nazaruddin. "The Effect of Social Media Users Behavior on Customer Engagement." In 5th Sriwijaya Economics, Accounting, and Business Conference (SEABC 2019). Paris, France: Atlantis Press, 2020. http://dx.doi.org/10.2991/aebmr.k.200520.009.
Yang, Dongying, and Shuzo Fujimura. "The Influence to Customer Engagement Behavior by Different Strategy for Different Objective in Online Marketing." In 2020 IEEE International Conference on Industrial Engineering and Engineering Management (IEEM). IEEE, 2020. http://dx.doi.org/10.1109/ieem45057.2020.9309829.
Cheng, Chen, Meng Li, and Zhu Zhu. "Influence of Mobile Service Quality on Customer Engagement Behavior: Evidence from Chinese Cross-border Shoppers." In ICEME 2022: 2022 13th International Conference on E-business, Management and Economics. New York, NY, USA: ACM, 2022. http://dx.doi.org/10.1145/3556089.3556158.
Xinxin Chen, Hongyan Yu, and James W. Gentry. "The effect of resource type and regulatory focus on customer engagement behavior: A self-concept perspective?" In 2015 12th International Conference on Service Systems and Service Management (ICSSSM). IEEE, 2015. http://dx.doi.org/10.1109/icsssm.2015.7170196.
