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Customer engagement and employee engagement: systematic review and future directions

Author

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  • Shumaila Chandni
  • Zillur Rahman

Abstract

An extensive literature review and analysis of 74 articles spanning over more than 11 years and 39 journals has been carried out so as to present the current state of research in the domains of customer engagement and employee engagement and to identify a common ground for future research in these areas. By providing sets of favourable outcomes of customer/employee engagement, scales to measure them and their process mechanisms in a single picture, the study can help organizations in designing and implementing future strategies. This is the first simultaneous systematic review of customer engagement and employee engagement that provides a detailed understanding of extant literature and comprehensive research avenues.

Suggested Citation

  • Shumaila Chandni & Zillur Rahman, 2020. "Customer engagement and employee engagement: systematic review and future directions," The Service Industries Journal, Taylor & Francis Journals, vol. 40(13-14), pages 932-959, October.
    • Handle: RePEc:taf:servic:v:40:y:2020:i:13-14:p:932-959
    DOI: 10.1080/02642069.2020.1733534
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    Cited by:

    1. Mai Thi My-Quyen & Le Nguyen Hau, 2021. "Transforming customer brand engagement to co-creation value through participation energy and effort," Service Business, Springer;Pan-Pacific Business Association, vol. 15(3), pages 493-514, September.
    2. Lim, Weng Marc & Rasul, Tareq, 2022. "Customer engagement and social media: Revisiting the past to inform the future," Journal of Business Research, Elsevier, vol. 148(C), pages 325-342.
    3. Qi, Ji (Miracle) & Wang, Sijun & Lindsey Hall, Kristina K., 2023. "Bridging employee engagement and customer engagement in a service context," Journal of Business Research, Elsevier, vol. 160(C).
    4. Chen, Xin & Guo, Shuojia & Xiong, Jie & Ye, Zhuxin, 2023. "Customer engagement, dependence and loyalty: An empirical study of Chinese customers in multitouch service encounters," Technological Forecasting and Social Change, Elsevier, vol. 197(C).
    5. Mobin Fatma & Imran Khan, 2023. "Impact of CSR on Customer Citizenship Behavior: Mediating the Role of Customer Engagement," Sustainability, MDPI, vol. 15(7), pages 1-11, March.
    6. Han, Xiaoyun & Chen, Shuping & Chen, Bing, 2022. "From employee engagement to customer engagement: A multilevel dual-path model of engagement spillover effects in service ecosystems," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
    7. Han, Xiaoyun & Zheng, Yundan & Prentice, Catherine & Chen, Shuping, 2024. "Firm engagement: Scale development and verification," Journal of Retailing and Consumer Services, Elsevier, vol. 80(C).

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