The customer engagement ecosystem

References

• Advertising Research Foundation (ARF). (2006). Engagement: Definitions and anatomy. In J. Plummer (Ed.), ARF White Paper. Retrieved from http://www.warc.com/Content/ContentViewer.aspx?MasterContentRef=f69b1a43-2143-4cab-ab37-79a265bda8a2&CID=A86531&PUB=ARFW
   Google Scholar
• 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
• Avnet, T., & Higgins, E. T. (2006). How regulatory fit affects value in consumer choices and opinions. Journal of Marketing Research, 43(1), 1–10. doi:10.1509/jmkr.43.1.1
   Web of Science ®Google Scholar
• Bijmolt, T. H. A., Leeflang, P. S. H., Block, F., Eisenbeiss, M., Hardie, B. G. S., Lemmens, A., & Saffert, P. (2010). Analytics for customer engagement. Journal of Service Research, 13(3), 341–356. doi:10.1177/1094670510375603
   Web of Science ®Google Scholar
• Blattberg, R. C., Malthouse, E. C., & Neslin, S. A. (2009). Customer lifetime value: Empirical generalizations and some conceptual questions. Journal of Interactive Marketing, 23, 157–168. doi:10.1016/j.intmar.2009.02.005
   Web of Science ®Google Scholar
• Blazevic, V., Hammedi, W., Garnefeld, I., Rust, R., Keiningham, T., Andreassen, T., & Carl, W. (2013). Beyond traditional word-of-mouth. Journal of Service Management, 24(3), 294–313. doi:10.1108/09564231311327003
   Web of Science ®Google Scholar
• Boerman, S. C., Van Reijmersdal, E. A., & Neijens, P. C. (2014). Effects of sponsorship disclosure timing on the processing of sponsored content: A study on the effectiveness of European disclosure regulations. Psychology & Marketing, 31(3), 214–224. doi:10.1002/mar.20688
   Web of Science ®Google Scholar
• Bolton, R. N. (2011). Comment: Customer engagement: Opportunities and challenges for organizations. Journal of Service Research, 14, 272–274. doi:10.1177/1094670511414582
   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
• Bowden, J. L. H., Gabbott, M., & Naumann, K. (2015). Service relationships and the customer disengagement – engagement conundrum. Journal of Marketing Management, 31(7–8), 774–806. doi:10.1080/0267257X.2014.983143
   Web of Science ®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
• Brauer, K. (2014, July). Why a massive safety recall hurt Toyota more than GM. Retrieved from http://www.forbes.com/sites/kbrauer/2014/07/01/why-massive-safety-recall-hurt-toyota-more-than-gm/
   Google Scholar
• Brodie, R. J., & Hollebeek, L. D. (2011). Response: Advancing and consolidating knowledge about customer engagement. Journal of Service Research, 14, 283–284. doi:10.1177/1094670511415523
   Web of Science ®Google Scholar
• Brodie, R. J., Hollebeek, L. D., Jurić, B., & Ilić, 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., Ilić, A., Jurić, 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
• Calder, B., Isaac, M. S., & Malthouse, E. (2016). How to capture consumer experiences: A context-specific approach to measuring engagement. Journal of Advertising Research, 56(1), 1–14. doi:10.2501/JAR-2015-028
   Web of Science ®Google Scholar
• Calder, B. J., & Malthouse, E. C. (2008). Media engagement and advertising effectiveness. In C. J. Calder (Ed.), Kellogg on advertising and media (pp. 1–36). New Jersey: Wiley & Sons.
   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
• Cambra-Fierro, J. J., Melero-Polo, I., & Vázquez-Carrasco, R. (2013). Customer engagement: Innovation in non-technical marketing processes. Innovation: Management, Policy and Practice, 15(3), 326–336. doi:10.5172/impp.2013.15.3.32
   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
• Chartrand, T. L., Huber, J., Shiv, B., & Tanner, R. J. (2008). Nonconscious goals and consumer choice. Journal of Consumer Research, 35(2), 189–201. doi:10.1086/588685
   Web of Science ®Google Scholar
• Childers, T. L., Carr, C. L., Peck, S. J., & Carson, S. (2001). Hedonic and utilitarian motivations for online retail shopping behavior. Journal of Retailing, 77(4), 511–535. doi:10.1016/S0022-4359(01)00056-2
   Web of Science ®Google Scholar
• Close, A. G., & Kukar-Kinney, M. (2010). Beyond buying: Motivations behind consumers’ online shopping cart use. Journal of Business Research, 63, 986–992. doi:10.1016/j.jbusres.2009.01.022
   Web of Science ®Google Scholar
• Cofer, C. N., & Appley, M. H. (1964). Motivation: Theory and research. London: Wiley.
   Google Scholar
• Corcoran, S. (2009). Defining earned, owned and paid media. Retrieved from http://blogs.forrester.com/interactive_marketing/2009/12/defining-earned-owned-and-paid-media.html
   Google Scholar
• Cox, A. D., Cox, D., & Anderson, R. D. (2005). Reassessing the pleasures of store shopping. Journal of Business Research, 58, 250–259. doi:10.1016/S0148-2963(03)00160-7
   Web of Science ®Google Scholar
• Deci, E. L., & Ryan, R. M. (1985). Intrinsic motivation and self-determination in human behavior. New York, NY: Plenum.
   Google Scholar
• Deighton, J. (2008). Dove: Evolution of a brand. Harvard Business School Case 9-508-047. Retrieved from https://hbr.org/product/dove-evolution-of-a-brand/508047-PDF-ENG
   Google Scholar
• Freeman, R. E. (1984). Strategic management: A stakeholder approach. Boston: Piteman.
   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. doi:10.2501/IJMR-54-5-659-687
   Web of Science ®Google Scholar
• Giannakis-Bompolis, C., & Boutsouki, C. (2014). Customer relationship management in the era of social web and social customer: An investigation of customer engagement in the Greek retail banking sector. Procedia - Social and Behavioral Sciences, 148, 67–78. doi:10.1016/j.sbspro.2014.07.018
   Google Scholar
• Gopinath, S., Thomas, J. S., & Krishnamurthi, L. (2014). Investigating the relationship between the content of online word of mouth, advertising, and brand performance. Marketing Science, 33(2), 241–258. doi:10.1287/mksc.2013.0820
   Web of Science ®Google Scholar
• Gordon, M., McKeage, K., & Fox, M. (1998). Relationship marketing effectiveness: The role of involvement. Psychology & Marketing, 15(5), 443–459. doi:10.1002/(SICI)1520-6793(199808)15:5<443::AID-MAR3>3.0.CO;2-7
   Web of Science ®Google Scholar
• Griner, D. (2014, May). Pom wonderful wrote this inspired letter to John Oliver after he called it ‘Dog Juice’. Adweek. Retrieved from http://www.adweek.com/adfreak/pom-wonderful-wrote-inspired-letter-john-oliver-after-he-called-it-dog-juice-157474
   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
• Harris, L., & Dennis, C. (2011). Engaging customers on Facebook: Challenges for e-retailers. Journal of Consumer Behaviour, 10, 338–346. doi:10.1002/cb.375
   Web of Science ®Google Scholar
• Hennig-Thurau, T., Gwinner, K. P., Walsh, G., & Gremler, D. D. (2004). Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the internet? Journal of Interactive Marketing, 18(1), 38–52. doi:10.1002/dir.10073
   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. (2000). Making a good decision: Value from fit. American Psychologist, 55(11), 1217–1230. doi:10.1037/0003-066X.55.11.1217
   PubMed Web of Science ®Google Scholar
• Higgins, E. T. (2006). Value from hedonic experience and engagement. Psychological Review, 113(3), 439–446. doi:10.1037/0033-295X.113.3.439
   PubMed Web of Science ®Google Scholar
• Higgins, E. T., & Scholer, 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. (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., & 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. (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., 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
• Holt, D. B. (1995). How consumers consume: A typology of consumption practices. Journal of Consumer Research, 22(1), 1–16. doi:10.1086/jcr.1995.22.issue-1
   Web of Science ®Google Scholar
• Hoyer, W. D., Chandy, R., Dorotic, M., Krafft, M., & Singh, S. S. (2010). Consumer cocreation in new product development. Journal of Service Research, 13(3), 283–296. doi:10.1177/1094670510375604
   Web of Science ®Google Scholar
• Humphreys, A. (2009). The access/ownership distinction in everyday consumption practices. (Unpublished manuscript). Northwestern University, Evanston, IL.
   Google Scholar
• Humphreys, A., & Geisler, M. (2007). Access versus ownership in consumer research. Advances in Consumer Research, 34, 696.
   Google Scholar
• Hyder, A., Cuenca, A., & Bigné, E. (2014, June). Does engaging with a web site lead to telling other users about it. Paper presented at the meeting of European Marketing Academy, EMAC, Valencia.
   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
• Jain, V., Takayanagi, M., & Malthouse, E. C. (2014). Effects of show windows on female consumers’ shopping behaviour. Journal of Consumer Marketing, 31(5), 380–390. doi:10.1108/JCM-04-2014-0946
   Google Scholar
• Kim, S. J., Wang, R. J. H., Maslowska, E., & Malthouse, E. C. (2016). “Understanding a fury in your words”: The effects of posting and viewing electronic negative word-of-mouth on purchase behaviors. Computers in Human Behavior, 54, 511–521. doi:10.1016/j.chb.2015.08.015
   Web of Science ®Google Scholar
• King, R. A., Racherla, P., & Bush, V. D. (2014). What we know and don’t know about online word-of-mouth: A review and synthesis of the literature. Journal of Interactive Marketing, 28(3), 167–183. doi:10.1016/j.intmar.2014.02.001
   Web of Science ®Google Scholar
• Koufaris, M., Kambil, A., & Labarbera, P. A. (2002). Consumer behavior in web-based commerce: An empirical study. International Journal of Electronic Commerce, 6(2), 115–138. doi:10.1080/10864415.2001.11044233
   Web of Science ®Google Scholar
• Kozinets, R. (2002). The field behind the screen: Using netnography for marketing research in online communities. Journal of Marketing Research, 39(1), 61–72. doi:10.1509/jmkr.39.1.61.18935
   Web of Science ®Google Scholar
• Ksiazek, T. B., Peer, L., & Lessard, K. (2014). User engagement with online news: Conceptualizing interactivity and exploring the relationship between online news videos and user comments. New Media & Society. Advance online publication. doi:10.1177/1461444814545073.
   Google Scholar
• Kukar-Kinney, M., & Close, A. G. (2010). The determinants of consumers’ online shopping cart abandonment. Journal of the Academy of Marketing Science, 38, 240–250. doi:10.1007/s11747-009-0141-5
   Web of Science ®Google Scholar
• Kumar, V., Aksoy, L., Donkers, B., Venkatesan, R., Wiesel, T., & Tillmanns, S. (2010). Undervalued or overvalued customers: Capturing total customer engagement value. Journal of Service Research, 13, 297–310. doi:10.1177/1094670510375602
   Web of Science ®Google Scholar
• Larivière, B., Joosten, H., Malthouse, E. C., Van Birgelen, M., Aksoy, P., Kunz, W. H., & Huang, M. H. (2013). Value fusion: The blending of consumer and firm value in the distinct context of mobile technologies and social media. Journal of Service Management, 24(3), 268–293. doi:10.1108/09564231311326996
   Web of Science ®Google Scholar
• Lariviere, B., Keiningham, T. L., Cooil, B., Aksoy, L., & Malthouse, E. C. (2014). A longitudinal examination of customer commitment and loyalty. Journal of Service Management, 25(1), 75–100. doi:10.1108/JOSM-01-2013-0025
   Web of Science ®Google Scholar
• Lee, D., Kim, H. S., & Kim, J. K. (2011). The impact of online brand community type on consumer's community engagement behaviors: Consumer-created vs. marketer-created online brand community in online social-networking web sites. Cyberpsychology, Behavior, and Social Networking, 14(1–2), 59–63. doi:10.1089/cyber.2009.0397
   Web of Science ®Google Scholar
• Li, C., & Bernoff, J. (2008). Groundswell: Winning in a world transformed by social technologies. Boston, MA: Harvard Business Press.
   Google Scholar
• Libai, B. (2011). Comment: The perils of focusing on highly engaged customers. Journal of Service Research, 14, 275–276. doi:10.1177/1094670511414583
   Web of Science ®Google Scholar
• Libai, B., Bolton, R., Bugel, M. S., De Ruyter, K., Gotz, O., Risselada, H., & Stephen, A. T. (2010). Customer-to-customer interactions: Broadening the scope of word of mouth research. Journal of Service Research, 13(3), 267–282. doi:10.1177/1094670510375600
   Web of Science ®Google Scholar
• Liu, Y., & Shrum, L. J. (2009). A dual-process model of interactivity effects. Journal of Advertising, 38(2), 53–68. doi:10.2753/JOA0091-3367380204
   Web of Science ®Google Scholar
• Malthouse, E. C. (2007). Mining for trigger events with survival analysis. Data Mining and Knowledge Discovery, 15(3), 383–402. doi:10.1007/s10618-007-0074-x
   Web of Science ®Google Scholar
• Malthouse, E. C., & Calder, B. J. (2011). Comment: Engagement and experiences: Comment on Brodie, Hollenbeek, Jurić, and Ilić (2011). Journal of Service Research, 14(3), 277–279. doi:10.1177/1094670511414584
   Web of Science ®Google Scholar
• Malthouse, E. C., Calder, B. J., & Vandenbosch, M. (2016). Creating brand engagement on digital, social and mobile media. In R. J. Brodie, L. D. Hollebeek, & J. Conduit (Eds.), Customer engagement: Contemporary issues and challenges. London: Routledge.
   Google Scholar
• Malthouse, E. C., Haenlein, M., Skiera, B., Wege, E., & Zhang, M. (2013). Managing customer relationships in the social media era: Introducing the social CRM house. Journal of Interactive Marketing, 27(4), 270–280. doi:10.1016/j.intmar.2013.09.008
   Web of Science ®Google Scholar
• Malthouse, E. C., & Peck, A. (2010). Medill on media engagement. Cresskill, NY: Hampton Press.
   Google Scholar
• Malthouse, E. C., Vandenbosch, M., & Kim, S. J. (2013). Social media engagement that drives purchase behavior. In S. Rosengren & S. Okazaki (Eds.), Advances in advertising research (Vol. IV). European Advertising Academy. Wiesbaden: Springer Fachmedien.
   Google Scholar
• Marketing Science Institute. (2014). 2014-2016 Research Priorities. Retrieved from http://www.msi.org/uploads/files/MSI_RP14-16.pdf
   Google Scholar
• Markman, A. B., & Brendl, C. M. (2000). The influence of goals on value and choice. The Psychology of Learning and Motivation, 39, 97–128. doi:10.1016/S0079-7421(00)80032-8
   Web of Science ®Google Scholar
• Martí, J., Bigné, E., & Hyder, A. (2014). Brand engagement. In L. Moutinho, E. Bigné, & A. K. Manrai (Eds.), The routledge companion to the future of marketing (pp. 250–257). New York, NY: Routledge.
   Google Scholar
• Mathwick, C., Malhotra, N., & Rigdon, E. (2001). Experiential value: Conceptualization, measurement and application in the catalog and internet shopping environment. Journal of Retailing, 77, 39–56. doi:10.1016/S0022-4359(00)00045-2
   Web of Science ®Google Scholar
• McQuail, D. (1983). Mass communication theory. An introduction (5th ed., 2005). London: Sage.
   Google Scholar
• Mersey, R. D., Malthouse, E. C., & Calder, B. J. (2010). Engagement with online media. Journal of Media Business Studies, 7(2), 39–56. doi:10.1080/16522354.2010.11073506
   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
• Moran, G., Muzellec, L., & Nolan, E. (2014). Consumer moments of truth in the digital context: How “search” and “E-word of mouth” can fuel consumer decision-making. Journal of Advertising Research, 54(2), 200–204. doi:10.2501/JAR-54-2-200-204
   Web of Science ®Google Scholar
• Muntinga, D. G., Moorman, M., & Smit, E. G. (2011). Introducting COBRAs: Exploring motivations for brand-related social media use. International Journal of Advertising, 30(1), 13. doi:10.2501/IJA-30-1-013-046
   Web of Science ®Google Scholar
• Nudd, T. (2013, May). Employees get tattoos of company’s logo in exchange for 15 percent raises. Adweek. Retrived from http://www.adweek.com/adfreak/employees-get-tattoos-companys-logo-exchange-15-percent-raises-149100
   Google Scholar
• O’Brien, H. L., & Toms, E. G. (2008). What is user engagement? A conceptual framework for defining user engagement with technology. Journal of the American Society for Information Science and Technology, 59(6), 938–955. doi:10.1002/asi
   Web of Science ®Google Scholar
• Oliver, R. L. (1997). Satisfaction: A behavioral perspective on the consumer. New York, NY: Irwin.
   Google Scholar
• Park, C. W., MacInnis, D. J., Priester, J., Eisingerich, A. B., & Iacobucci, D. (2010). Brand attachment and brand attitude strength: Conceptual and empirical differentiation of two critical brand equity drivers. Journal of Marketing, 74(6), 1–17. doi:10.1509/jmkg.74.6.1
   Web of Science ®Google Scholar
• Park, C. W., & Mittal, B. (1985). A theory of involvement in consumer behavior: Problems and issues. Research in Consumer Behavior, 1, 201–232.
   Google Scholar
• Patterson, P., Yu, T., & De Ruyter, K. (2006, December). Understanding customer engagement in services. Paper presented at ANZMAC 2006 Conference, Brisbane. Retrieved from http://www.anzmac.org/conference_archive/2006/documents/Pattinson_Paul.pdf
   Google Scholar
• Petty, R. E., & Brinol, P. (2008). Psychological processes underlying persuasion: A social psychological approach. Diogenes, 55(1), 52–67. doi:10.1177/0392192107087917
   Web of Science ®Google Scholar
• Pham, M. T., & Avnet, T. (2009). Rethinking regulatory engagement theory. Journal of Consumer Psychology, 19(2), 115–123. doi:10.1016/j.jcps.2009.02.003.
   Web of Science ®Google Scholar
• Reicheld, F. (1996). The loyalty effect: The hidden force behind growth, profits, and lasting value. Boston: Harvard Business School Press.
   Google Scholar
• Reitz, A. R. (2012). Online Consumer Engagement: Understanding the Antecedents and Outcomes ( Dissertation submitted in partial fulfillment of the requirements for the Degree of Doctor of Philosophy Colorado State University). Fort Collins, Colorado
   Google Scholar
• Ritvala, T., & Salmi, A. (2011). Network mobilizers and target firms: The case of saving the Baltic Sea. Industrial Marketing Management, 40(6), 887–898. doi:10.1016/j.indmarman.2011.06.023
   Web of Science ®Google Scholar
• Roberts, C., & Alpert, F. (2010). Total customer engagement: Designing and aligning key strategic elements to achieve growth. Journal of Product & Brand Management, 19(3), 198–209. doi:10.1108/10610421011046175
   Google Scholar
• Roser, C. (1990). Involvement, attention, and perceptions of message relevance in the response to persuasive appeals. Communication Research, 17(5), 571–600. doi:10.1177/009365090017005001
   Web of Science ®Google Scholar
• Rowley, T. J. (1997). Moving beyond dyadic ties: A network theory of stakeholder influences. Academy of Management Review, 22(4), 887–910. doi:10.5465/AMR.1997.9711022107
   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, 71–92. doi:10.1023/A:1015630930326
   Google Scholar
• Shao, G. (2009). Understanding the appeal of user-generated media: A uses and gratification perspective. Internet Research, 19(1), 7–25. doi:10.1108/10662240910927795
   Web of Science ®Google Scholar
• Sherry, Jr., J. F. (1990). A sociocultural analysis of a Midwestern American flea market. Journal of Consumer Research, 17(1), 13–30. doi:10.1086/jcr.1990.17.issue-1
   Web of Science ®Google Scholar
• Smith, N. D., (2014). Engagement : The true currency. Direct Marketing News. Retrieved from http://www.dmnews.com/content-marketing/engagement-the-true-currency/article/374871/
   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
• Swinyard, R. (1993). The effects of mood, involvement, and quality of store experience on shopping intentions. Journal of Consumer Research, 20(2), 271–280. doi:10.1086/jcr.1993.20.issue-2
   Web of Science ®Google Scholar
• Tate, K., Stewart, A. J., & Daly, M. (2014). Influencing green behaviour through environmental goal priming: The mediating role of automatic evaluation. Journal of Environmental Psychology, 38, 225–232. doi:10.1016/j.jenvp.2014.02.004
   Web of Science ®Google Scholar
• Tauber, E. M. (1972). Why do people shop? The Journal of Marketing, 36(4), 46–49. doi:10.2307/1250426
   Web of Science ®Google Scholar
• Tynan, C., & McKechnie, S. (2009). Experience marketing: A review and reassessment. Journal of Marketing Management, 25(5–6), 501–517. doi:10.1362/026725709X461821
   Google Scholar
• Valkenburg, P. M., & Peter, J. (2013). Five challenges for the future of media-effects research. International Journal of Communication, 7, 197–215. http://ijoc.org/index.php/ijoc/article/view/1962
   Web of Science ®Google Scholar
• Van Bruggen, G. H., Antia, K. D., Jap, S. D., Reinartz, W. J., & Pallas, F. (2010). Managing marketing channel multiplicity. Journal of Service Research, 13(3), 331–340. doi:10.1177/1094670510375601
   Web of Science ®Google Scholar
• Van Doorn, J. (2011). Comment: customer engagement: Essence, dimensionality, and boundaries. Journal of Service Research, 14(3), 280–282. doi:10.1177/1094670511414585
   Web of Science ®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
• Van Noort, G., & Willemsen, L. M. (2012). Online damage control: The effects of proactive versus reactive webcare interventions in consumer-generated and brand-generated platforms. Journal of Interactive Marketing, 26(3), 131–140. doi:10.1016/j.intmar.2011.07.001
   Web of Science ®Google Scholar
• Verhoef, P. C., & Lemon, K. N. (2013). Successful customer value management: Key lessons and emerging trends. European Management Journal, 31(1), 1–15. doi:10.1016/j.emj.2012.08.001
   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., & 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., & Hogan, M. (2014). Who “likes” you … and why? A typology of Facebook fans. Journal of Advertising Research, 54, 92–109. doi:10.2501/JAR-54-1-092-109
   Web of Science ®Google Scholar
• Wang, J., & Lee, A. Y. (2006). The role of regulatory focus in preference construction. Journal of Marketing Research, 43(1), 28–38. doi:10.1509/jmkr.43.1.28
   Web of Science ®Google Scholar
• Wang, R. J.-H., Malthouse, E. C., & Krishnamurthi, L. (2015). On the go: How mobile shopping affects customer purchase behavior. Journal of Retailing, 91(2), 217–234. doi:10.1016/j.jretai.2015.01.002
   Web of Science ®Google Scholar
• Westbrook, R. A., & Black, W. C. (1985). A motivation-based shopper typology. Journal of Retailing, 61(1), 78–103. doi:10.1086/341578
   Web of Science ®Google Scholar
• Wirtz, J., Ambtman, A. D., Bloemer, J., Horváth, C., Ramaseshan, B., Klundert, J. V. D., … Kandampully, J. (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
• Wolfinbarger, M., & Gilly, M. C. (2001). Shopping online for freedom, control, and fun. California Management Review, 43(2), 34–55. doi:10.2307/41166074
   Web of Science ®Google Scholar