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Customer engagement: a systematic review and future research agenda

Author

Listed:
  • Gurveen Kaur
  • Pankaj Deshwal
  • Hamendra K. Dangi

Abstract

Customer engagement (CE) is an emerging research area that is receiving considerable attention not only from the management practitioners but the academicians as well. Regardless of the huge number of research initiated in this area, the available literature looks splintered and lacks conceptual unidirectionality. Therefore, present research aims at administering a domain-based 'structured systematic review' to give an insight into the existing state of CE construct and suggest future research agenda. A total of 191 studies extending from 2005 onwards on this construct were selected and analysed using various qualitative analysis software. We found that customer engagement research has gained notable momentum after 2010 and very few scholars have specialised in studying customer engagement to date. 'CE on Social media', was found to be the most prominent theme of the existing studies followed by 'customer experience and CE', and 'brand prestige and CE'. Lastly, this study proposes an AMDO framework of customer engagement and builds on the future research agenda. Since this study is exploratory in nature, conclusive research can be conducted. Also, our proposed framework is preliminary and needs further empirical testing.

Suggested Citation

  • Gurveen Kaur & Pankaj Deshwal & Hamendra K. Dangi, 2023. "Customer engagement: a systematic review and future research agenda," International Journal of Internet Marketing and Advertising, Inderscience Enterprises Ltd, vol. 18(2/3), pages 148-180.
    • Handle: RePEc:ids:ijimad:v:18:y:2023:i:2/3:p:148-180
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    Cited by:

    1. Huynh Thi Thuy Giang & Luu Tien Dung & Huynh Thuy Tien & Chung Tu Bao Nhu, 2024. "Customer empowerment and engagement on sharing platform in the retailing sector: testing the mediating effects of service innovation and platform trust," Journal of Innovation and Entrepreneurship, Springer, vol. 13(1), pages 1-21, December.
    2. Maohao Che & Sze Yee Ashley Say & Han Yu & Qingji Zhou & Jared Shu & Wen Sun & Xi Luo & Hong Xu, 2023. "Investigating customers’ continuous trust towards mobile banking apps," Palgrave Communications, Palgrave Macmillan, vol. 10(1), pages 1-10, December.

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