Customer engagement and employee engagement: systematic review and future directions

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.

摘要

本文针对跨幅11年左右的74篇文章以及39个期刊展开了大量的文献回顾和分析， 以此来呈现目前在客户参与和工作人员参与方面的研究情况，并且发现了一个在这些领域中开展未来研究的共同点。本文提供了客户/工作人员参与方面一系列有利的结果，测量尺度，以及在单一情景下它们的过程机制，通过这些可以帮助企业设计和执行未来的战略。本文首次对客户参与和工作人员参与同时进行了系统综述，为现存的文献和全面的研究途径提供了一个详细的解读。

KEYWORDS:

• Customer engagement
• customer engagement behaviour
• employee engagement
• work engagement
• literature review

关键词:

• 客户参与
• 客户参与行为
• 工作人员参与
• 工作参与
• 文献回顾

Disclosure statement

No potential conflict of interest was reported by the author(s).