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Customer Engagement Behavior: A New Perspective in CRM

In: The 19th International Conference on Industrial Engineering and Engineering Management

Author

Listed:
  • Chun-yu Gao

    (University of Zhejiang)

  • Ming-liang Chen

    (University of Zhejiang)

Abstract

Customer engagement behavior (CEB) is a new research domain of customer relationship management, which receives increasing attention from academics and business practitioners. Based on existing researches, we give an overview look of CEB by introducing several dimensions of CEB including definition, form and classification. A conceptual model of CEB which consists of antecedents, consequences and moderators is proposed in the paper. Finally, we suggest a virtuous circle in the conceptual model of CEB for firms.

Suggested Citation

  • Chun-yu Gao & Ming-liang Chen, 2013. "Customer Engagement Behavior: A New Perspective in CRM," Springer Books, in: Ershi Qi & Jiang Shen & Runliang Dou (ed.), The 19th International Conference on Industrial Engineering and Engineering Management, edition 127, chapter 0, pages 617-624, Springer.
    • Handle: RePEc:spr:sprchp:978-3-642-38442-4_65
    DOI: 10.1007/978-3-642-38442-4_65
    as

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