Capturing consumer engagement: duality, dimensionality and measurement

References

• Algesheimer, R., Dholakia, U. M., & Herrmann, A. (2005). The social influence of brand community: Evidence from European car clubs. Journal of Marketing, 69(3), 19–34. doi:10.1509/jmkg.69.3.19.66363
   Web of Science ®Google Scholar
• Anderson, J. C., & Gerbing, D. W. (1988). Structural equation modeling in practice: A review and recommended two-step approach. Psychological Bulletin, 103(3), 411–423. doi:10.1037/0033-2909.103.3.411
   Web of Science ®Google Scholar
• Bagozzi, R. P., & Dholakia, U. M. (2006). Antecedents and purchase consequences of customer participation in small group brand communities. International Journal of Research in Marketing, 23(1), 45–61. doi:10.1016/j.ijresmar.2006.01.005
   Web of Science ®Google Scholar
• Baldus, B. J., Voorhees, C., & Calantone, R. (2015). Online brand community engagement: Scale development and validation. Journal of Business Research, 68(5), 978–985. doi:10.1016/j.jbusres.2014.09.035
   Web of Science ®Google Scholar
• Bowden, J. L. H. (2009). The process of customer engagement: A conceptual framework. Journal of Marketing Theory and Practice, 17(1), 63–74. doi:10.2753/MTP1069-6679170105
   Google Scholar
• Brakus, J. J., Schmitt, B. H., & Zarantonello, L. (2009). Brand experience: What is it? How is it measured? Does it affect loyalty? Journal of Marketing, 73(3), 52–68. doi:10.1509/jmkg.73.3.52
   Web of Science ®Google Scholar
• Breidbach, C., Brodie, R., & Hollebeek, L. (2014). Beyond virtuality: From engagement platforms to engagement ecosystems. Managing Service Quality, 24(6), 592–611. doi:10.1108/MSQ-08-2013-0158
   Google Scholar
• Brodie, R. J., Hollebeek, L. D., Juric, B., & Ilic, A. (2011). Customer engagement: Conceptual domain, fundamental propositions, and implications for research. Journal of Service Research, 14(3), 252–271. doi:10.1177/1094670511411703
   Web of Science ®Google Scholar
• Brodie, R. J., Ilic, A., Juric, B., & Hollebeek, L. (2013). Consumer engagement in a virtual brand community: An exploratory analysis. Journal of Business Research, 66(1), 105–114. doi:10.1016/j.jbusres.2011.07.029
   Web of Science ®Google Scholar
• Bryson, C., & Hand, L. (2007). The role of engagement in inspiring teaching and learning. Innovations in Education and Teaching International, 44(4), 349–362. doi:10.1080/14703290701602748
   Web of Science ®Google Scholar
• Byrne, B. (2010). Structural equation modelling with AMOS: Basic concept, applications and programming (2nd ed.). New York, NY: Routledge.
   Google Scholar
• Calder, B. J., Isaac, M. S., & Malthouse, E. C. (2013). Taking the customer’s point-of-view: Engagement or satisfaction? Marketing Science Institute Working Paper Series 2013. Report no 13-102.
   Google Scholar
• Calder, B. J., Malthouse, E. C., & Schaedel, U. (2009). An experimental study of the relationship between online engagement and advertising effectiveness. Journal of Interactive Marketing, 23(4), 321–331. doi:10.1016/j.intmar.2009.07.002
   Web of Science ®Google Scholar
• Chandler, J. D., & Lusch, R. F. (2015). Service systems: A broadened framework and research agenda on value propositions, engagement, and service experience. Journal of Service Research, 18(1), 6–22. doi:10.1177/1094670514537709
   Web of Science ®Google Scholar
• Christodoulides, G., De Chernatony, L., Furrer, O., Shiu, E., & Abimbola, T. (2006). Conceptualising and measuring the equity of online brands. Journal of Marketing Management, 22(7–8), 799–825. doi:10.1362/026725706778612149
   Web of Science ®Google Scholar
• Churchill, G. A. (1979). A paradigm for developing better measures of marketing constructs. Journal of Marketing Research, 16(1), 64–73. doi:10.2307/3150876
   Web of Science ®Google Scholar
• Cova, B., Pace, S., & Park, D. J. (2007). Global brand communities across borders: The Warhammer case. International Marketing Review, 24(3), 313–329. 10.1108/02651330710755311
   Web of Science ®Google Scholar
• Creswell, J. W. (2007). Qualitative inquiry and research design: Choosing among five approaches (2nd ed.). Thousand Oaks, CA: Sage.
   Google Scholar
• Del Río, A., Vazquez, R., & Iglesias, V. (2001). The effects of brand associations on consumer response. Journal of Consumer Marketing, 18(5), 410–425. doi:10.1108/07363760110398808
   Google Scholar
• Dessart, L., Veloutsou, C., & Morgan-Thomas, A. (2015). Consumer engagement in online brand communities: A social media perspective. Journal of Product & Brand Management, 24(1), 28–42. doi:10.1108/JPBM-06-2014-0635
   Web of Science ®Google Scholar
• DeVellis, R. F. (2012). Scale development: Theory and applications (3rd ed.). Thousand Oaks, CA: Sage.
   Google Scholar
• Douglas, S. P., & Craig, C. S. (2006). On improving the conceptual foundations of international marketing research. Journal of International Marketing, 14(1), 1–22. doi:10.1509/jimk.14.1.1
   Web of Science ®Google Scholar
• El-Manstrly, D., & Harrison, T. (2013). A critical examination of service loyalty measures. Journal of Marketing Management, 29(15–16), 1834–1861. doi:10.1080/0267257X.2013.803139
   Google Scholar
• Fetscherin, M., & Heinrich, D. (2015). Consumer brand relationships research: A bibliometric citation meta-analysis. Journal of Business Research, 68(2), 380–390. doi:10.1016/j.jbusres.2014.06.010
   Web of Science ®Google Scholar
• Fornell, C., & Larcker, D. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39–50. doi:10.2307/3151312
   Web of Science ®Google Scholar
• Franzak, F., Makarem, S., & Jae, H. (2014). Design benefits, emotional responses, and brand engagement. Journal of Product & Brand Management, 23(1), 16–23. doi:10.1108/JPBM-07-2013-0350
   Google Scholar
• Gambetti, R. C., & Graffigna, G. (2010). The concept of engagement: A systematic analysis of the ongoing marketing debate. International Journal of Market Research, 52, 801–826. doi:10.2501/S147078531020166
   Web of Science ®Google Scholar
• Gambetti, R. C., Graffigna, G., & Biraghi, S. (2012). The Grounded Theory approach to consumer–brand engagement: The practitioner’s standpoint. International Journal of Market Research, 54(5), 659–687. doi:10.2501/IJMR-54-5-659-687
   Web of Science ®Google Scholar
• Gerbing, D. W., & Anderson, J. C. (1988). An updated paradigm for scale development incorporating unidimensionality and its assessment. Journal of Marketing Research, 25(2), 186–192. doi:10.2307/3172650
   Web of Science ®Google Scholar
• Gerbing, D. W., & Hamilton, J. G. (1996). Viability of exploratory factor analysis as a precursor to confirmatory factor analysis. Structural Equation Modeling: A Multidisciplinary Journal, 3(1), 62–72. doi:10.1080/10705519609540030
   Web of Science ®Google Scholar
• Gummerus, J., Liljander, V., Weman, E., & Pihlström, M. (2012). Customer engagement in a Facebook brand community. Management Research Review, 35(9), 857–877. doi:10.1108/01409171211256578
   Google Scholar
• Habibi, M. R., Laroche, M., & Richard, M.-O. (2014). Brand communities based in social media: How unique are they? Evidence from two exemplary brand communities. International Journal of Information Management, 34(2), 123–132. doi:10.1016/j.ijinfomgt.2013.11.010
   Web of Science ®Google Scholar
• Hair, J., Bush, R., & Ortinau, D. (2014). Marketing research within a changing environment (4th ed.). New York, NY: McGraw-Hill.
   Google Scholar
• Headstream. (2015, September, 21). Is your brand welcome on social media? Retrieved from http://www.headstream.com/blog/is-your-brand-welcome-in-social-media-research
   Google Scholar
• Hennig-Thurau, T., Malthouse, E. C., Friege, C., Gensler, S., Lobschat, L., Rangaswamy, A., & Skiera, B. (2010). The impact of new media on customer relationships. Journal of Service Research, 13(3), 311–330. doi:10.1177/1094670510375460
   Web of Science ®Google Scholar
• Higgins, E. T., & Scholer, A. A. (2009). Engaging the consumer: The science and art of the value-creation process. Journal of Consumer Psychology, 19(2), 100–114. doi:10.1016/j.jcps.2009.02.002
   Web of Science ®Google Scholar
• Hollebeek, L. (2011a). Demystifying customer brand engagement: Exploring the loyalty nexus. Journal of Marketing Management, 27(7–8), 785–807. doi:10.1080/0267257X.2010.500132
   Google Scholar
• Hollebeek, L. D. (2011b). Exploring customer brand engagement: Definition and themes. Journal of Strategic Marketing, 19(7), 555–573. doi:10.1080/0965254X.2011.599493
   Google Scholar
• Hollebeek, L. D., & Chen, T. (2014). Exploring positively – versus negatively – valenced brand engagement: A conceptual model. Journal of Product & Brand Management, 23(1), 62–74. doi:10.1108/JPBM-06-2013-0332
   Google Scholar
• Hollebeek, L. D., Glynn, M. S., & Brodie, R. J. (2014). Consumer brand engagement in social media: Conceptualization, scale development and validation. Journal of Interactive Marketing, 28(2), 149–165. doi:10.1016/j.intmar.2013.12.002
   Web of Science ®Google Scholar
• Hurley, A. E., Scandura, T. A., Schriesheim, C. A., Brannick, M. T., Seers, A., Vandenberg, R. J., & Williams, L. J. (1997). Exploratory and confirmatory factor analysis: Guidelines, issues and alternatives. Journal of Organizational Behavior, 18(6), 667–683. doi:10.1002/(SICI)1099-1379(199711)18:6<667::AID-JOB874>3.0.CO;2-T</u>
   Web of Science ®Google Scholar
• Insead Knowledge. (2014, September 22). The future of social media ROI: From likes to relational metrics. Retrieved from http://knowledge.insead.edu/marketing-advertising/the-future-of-social-media-roi-from-likes-to-relational-metrics-3290
   Google Scholar
• Jaakkola, E., & Alexander, M. (2014). The Role of Customer Engagement Behavior in Value Co-Creation: A Service System Perspective. Journal of Service Research, 17(3), 247–261. doi:10.1177/1094670514529187
   Web of Science ®Google Scholar
• Jang, H., Olfman, L., Ko, I., Koh, J., & Kim, K. (2008). The influence of on-line brand community characteristics on community commitment and brand loyalty. International Journal of Electronic Commerce, 12(3), 57–80. doi:10.2753/JEC1086-4415120304
   Web of Science ®Google Scholar
• Johnson, M. D., Herrmann, A., & Huber, F. (2006). The evolution of loyalty intentions. Journal of Marketing, 70(2), 122–132. doi:10.1509/jmkg.70.2.122
   Web of Science ®Google Scholar
• Kahn, W. A. (1990). Psychological conditions of personal engagement and disengagement at work. Academy of Management Journal, 33(4), 692–724. doi:10.2307/256287
   Web of Science ®Google Scholar
• Kaiser, H. F. (1974). An index of factorial simplicity. Psychometrika, 39, 31–36. doi:10.1007/BF02291575
   Web of Science ®Google Scholar
• Kaltcheva, D., Patino, V., Laric, A. V., Pitta, D., & Imparato, N. (2014). Customers’ relational models as determinants of customer engagement value. Journal of Product & Brand Management, 23(1), 55–61. doi:10.1108/JPBM-07-2013-0353
   Google Scholar
• Kaplan, A. M., & Haenlein, M. (2010). Users of the world, unite! The challenges and opportunities of social media. Business Horizons, 53(1), 59–68. doi:10.1016/j.bushor.2009.09.003
   Web of Science ®Google Scholar
• Kim, J. W., Choi, J., Qualls, W., & Han, K. (2008). It takes a marketplace community to raise brand commitment: The role of online communities. Journal of Marketing Management, 24(3–4), 409–431. doi:10.1362/026725708X306167
   Google Scholar
• Kim, Y. H., Kim, D. J., & Wachter, K. (2013). A study of mobile user engagement (MoEN): Engagement motivations, perceived value, satisfaction, and continued engagement intention. Decision Support Systems, 56, 361–370.
   Google Scholar
• Kozinets, R. V. (1999). E-tribalized marketing?: The strategic implications of virtual communities of consumption. European Management Journal, 17(3), 252–264. doi:10.1016/S0263-2373(99)00004-3
   Google Scholar
• Kumar, V., Pozza, I. D., & Ganesh, J. (2013). Revisiting the satisfaction-loyalty relationship: Empirical generalizations and directions for future research. Journal of Retailing, 89(3), 246–262. doi:10.1016/j.jretai.2013.02.001
   Web of Science ®Google Scholar
• Kuo, Y.-F., & Feng, L.-H. (2013). Relationships among community interaction characteristics, perceived benefits, community commitment, and oppositional brand loyalty in online brand communities. International Journal of Information Management, 33(6), 948–962. doi:10.1016/j.ijinfomgt.2013.08.005
   Web of Science ®Google Scholar
• Labrecque, L. I., Vor Dem Esche, J., Mathwick, C., Novak, T. P., & Hofacker, C. F. (2013). Consumer power: Evolution in the digital age. Journal of Interactive Marketing, 27(4), 257–269. doi:10.1016/j.intmar.2013.09.002
   Web of Science ®Google Scholar
• Mael, F., & Ashforth, B. E. (1992). Alumni and their alma mater: A partial test of the reformulated model of organizational identification. Journal of Organizational Behavior, 13(2), 103–123. doi:10.1002/job.4030130202
   Web of Science ®Google Scholar
• Marzocchi, G., Morandin, G., & Bergami, M. (2013). Brand communities: Loyal to the community or the brand? European Journal of Marketing, 47(1/2), 93–114. doi:10.1108/03090561311285475
   Web of Science ®Google Scholar
• McAlexander, J. H., Schouten, J. W., & Koenig, H. F. (2002). Building brand community. Journal of Marketing, 66(1), 38–54. doi:10.1509/jmkg.66.1.38.18451
   Web of Science ®Google Scholar
• Miles, M. B., & Huberman, A. M. (1994). Qualitative data analysis: An expanded sourcebook. New York, NY: Sage.
   Google Scholar
• Mollen, A., & Wilson, H. (2010). Engagement, telepresence and interactivity in online consumer experience: Reconciling scholastic and managerial perspectives. Journal of Business Research, 63(9–10), 919–925. doi:10.1016/j.jbusres.2009.05.014
   Web of Science ®Google Scholar
• MSI. (2010). 2010–2012 research priorities. Boston, MA: Marketing Science Institute.
   Google Scholar
• Muñiz Jr., A. M., & Schau, H. J. (2005). Religiosity in the abandoned Apple Newton brand community. Journal of Consumer Research, 31(4), 737–747. doi:10.1086/426607
   Web of Science ®Google Scholar
• Ouwersloot, H., & Odekerken-Schröder, G. (2008). Who’s who in brand communities – and why? European Journal of Marketing, 42(5/6), 571–585. doi:10.1108/03090560810862516
   Web of Science ®Google Scholar
• Patterson, P., Yu, T., & De Ruyter, K. (2006, December 4–6). Understanding customer engagement in services. In Y. Ali and M. van Dessel (Eds.), Advancing theory, maintaining relevance: Proceedings of ANZMAC 2006 conference. Brisbane: ANZMAC.
   Google Scholar
• Peterson, T. (2015, October 8). Facebook unveils ‘reactions,’ emoji buttons that go beyond ‘like’: What the buttons mean for brands. Advertising Age. Retrieved from http://adage.com/article/digital/facebook-starts-testing-ways-react/300816/
   Google Scholar
• Phillips, B. J., & McQuarrie, E. F. (2010). Narrative and persuasion in fashion advertising. Journal of Consumer Research, 37(3), 368–392. doi:10.1086/653087
   Web of Science ®Google Scholar
• Preece, J., & Maloney-Krichmar, D. (2005). Online communities: Design, theory, and practice. Journal of Computer Mediated Communication, 10(4), 00-00. doi:10.1111/j.1083-6101.2005.tb00264.x
   Web of Science ®Google Scholar
• Preece, J., Nonnecke, B., & Andrews, D. (2004). The top five reasons for lurking: Improving community experiences for everyone. Computers in Human Behavior, 20(2), 201–223. doi:10.1016/j.chb.2003.10.015
   Web of Science ®Google Scholar
• Quinton, S. (2013). The community brand paradigm: A response to brand management’s dilemma in the digital era. Journal of Marketing Management, 29(7–8), 912–932. doi:10.1080/0267257X.2012.729072
   Google Scholar
• Ruvio, A., Shoham, A., & Brencic, M. M. (2008). Consumers’ need for uniqueness: Short-form scale development and cross-cultural validation. International Marketing Review, 25(1), 33–53. doi:10.1108/02651330810851872
   Web of Science ®Google Scholar
• Sarkar, A., & Sreejesh, S. (2014). Examination of the roles played by brand love and jealousy in shaping customer engagement. Journal of Product & Brand Management, 23(1), 24–32. doi:10.1108/JPBM-05-2013-0315
   Google Scholar
• Schau, H. J., Muñiz, A. M., Jr., & Arnould, E. J. (2009). How brand community practices create value. Journal of Marketing, 73(5), 30–51. doi:10.1509/jmkg.73.5.30
   Web of Science ®Google Scholar
• Schaufeli, W. B., Salanova, M., González-Romá, V., & Bakker, A. B. (2002). The measurement of engagement and burnout: A two sample confirmatory factor analytic approach. Journal of Happiness Studies, 3(1), 71–92. doi:10.1023/A:1015630930326
   Google Scholar
• Schivinski, B., Christodoulides, G., & Dabrowski, D. (in press). Developing and validating a scale to measure consumers’ engagement with social media brand-related content. Journal of Advertising Research.
   Google Scholar
• Scott, J., & Craig-Lees, M. (2010). Audience engagement and its effects on product placement recognition. Journal of Promotion Management, 16(1–2), 39–58. doi:10.1080/10496490903571803
   Google Scholar
• Sprott, D., Czellar, S., & Spangenberg, E. (2009). The importance of a general measure of brand engagement on market behavior: Development and validation of a scale. Journal of Marketing Research, 46(1), 92–104. doi:10.1509/jmkr.46.1.92
   Web of Science ®Google Scholar
• Stokbürger-Sauer, N. (2010). Brand community: Drivers and outcomes. Psychology and Marketing, 27(4), 347–368. doi:10.1002/mar.20335
   Web of Science ®Google Scholar
• Tabachnik, B. G., & Fidell, L. S. (2000). Using multivariate statistics (4th ed.). Boston, MA: Allyn and Bacon.
   Google Scholar
• Van De Vijver, F., & Tanzer, N. K. (2004). Bias and equivalence in cross-cultural assessment. European Review of Applied Psychology, 47(4), 263–279. doi:10.1016/j.erap.2003.12.004
   Google Scholar
• Van Doorn, J., Lemon, K. N., Mittal, V., Nass, S., Pick, D., Pirner, P., & Verhoef, P. C. (2010). Customer engagement behavior: Theoretical foundations and research directions. Journal of Service Research, 13(3), 253–266. doi:10.1177/1094670510375599
   Web of Science ®Google Scholar
• Veloutsou, C. (2009). Brands as relationship facilitators in consumer markets. Marketing Theory, 9(1), 127–130. doi:10.1177/1470593108100068
   Web of Science ®Google Scholar
• Veloutsou, C., & Moutinho, L. (2009). Brand relationships through brand reputation and brand tribalism. Journal of Business Research, 62(3), 314–322. doi:10.1016/j.jbusres.2008.05.010
   Web of Science ®Google Scholar
• Verhoef, P. C., Reinartz, W. J., & Krafft, M. (2010). Customer engagement as a new perspective in customer management. Journal of Service Research, 13(3), 247–252. doi:10.1177/1094670510375461
   Web of Science ®Google Scholar
• Vivek, S. D., Beatty, S. E., Dalela, V., & Morgan, R. M. (2014). A Generalized Multidimensional Scale for Measuring Customer Engagement. The Journal of Marketing Theory and Practice, 22(4), 401–420. doi:10.2753/MTP1069-6679220404
   Google Scholar
• Vivek, S. D., Beatty, S. E., & Morgan, R. M. (2012). Customer engagement: Exploring customer relationships beyond purchase. The Journal of Marketing Theory and Practice, 20(2), 122–146. doi:10.2753/MTP1069-6679200201
   Google Scholar
• Wallace, E., Buil, I., & De Chernatony, L. (2014). Consumer engagement with self-expressive brands: Brand love and WOM outcomes. Journal of Product & Brand Management, 23(1), 33–42. doi:10.1108/JPBM-06-2013-0326
   Google Scholar
• Walsh, G., & Beatty, S. E. (2007). Customer-based corporate reputation of a service firm: Scale development and validation. Journal of the Academy of Marketing Science, 35(1), 127–143. doi:10.1007/s11747-007-0015-7
   Web of Science ®Google Scholar
• Wiertz, C., & De Ruyter, K. (2007). Beyond the call of duty: Why customers contribute to firm-hosted commercial online communities. Organization Studies, 28(3), 347–376. doi:10.1177/0170840607076003
   Web of Science ®Google Scholar
• Wirtz, J., Den Ambtman, A., Bloemer, J., Horváth, C., Ramaseshan, B., Van De Klundert, J., … Aksoy, L. (2013). Managing brands and customer engagement in online brand communities. Journal of Service Management, 24(3), 223–244. doi:10.1108/09564231311326978
   Web of Science ®Google Scholar
• Wright, K. B. (2005). Researching Internet-based populations: Advantages and disadvantages of online survey research, online questionnaire authoring software packages, and web survey services. Journal of Computer‐Mediated Communication, 10(3). doi:10.1111/j.1083-6101.2005.tb00259.x
   Web of Science ®Google Scholar
• Yadav, M. S., & Pavlou, P. A. (2014). Marketing in computer-mediated environments: Research synthesis and new directions. Journal of Marketing, 78(1), 20–40. doi:10.1509/jm.12.0020
   Web of Science ®Google Scholar
• Yoo, B., & Donthu, N. (2001). Developing and validating a multidimensional consumer-based brand equity scale. Journal of Business Research, 52(1), 1–14. doi:10.1016/S0148-2963(99)00098-3
   Web of Science ®Google Scholar