Capturing value from non-paying consumers’ engagement behaviours: field evidence and development of a theoretical model

References

• Algesheimer, R., Dholakia, U., & Herrmann, A. (2005). The social influence of brand community: Evidence from European car clubs. Journal of Marketing, 19–34. 10.1509/jmkg.69.3.19.66363
   Web of Science ®Google Scholar
• Bijmolt, T. H., Leeflang, P. S., Block, F., Eisenbeiss, M., Hardie, B. G., Lemmens, A., & Saffert, P. (2010). Analytics for customer engagement. Journal of Service Research, 13, 341–356.10.1177/1094670510375603
   Web of Science ®Google Scholar
• Bowden, J. L.-H. (2009). The process of customer engagement: A conceptual framework. The Journal of Marketing Theory and Practice, 17, 63–74.10.2753/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, 52–68.10.1509/jmkg.73.3.52
   Web of Science ®Google Scholar
• Brodie, R. J., Hollebeek, L. D., Ilic, A., & Juric, B. (2011). Customer engagement: Conceptual domain, fundamental propositions & implications for research in service marketing. Journal of Service Research, 14, 252–271.
   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, 105–114.10.1016/j.jbusres.2011.07.029
   Web of Science ®Google Scholar
• Bon, J., & Pras, B. (1984). Dissociation of the roles of buyer, payer and consumer. International Journal of Research in Marketing, 1, 7–16. doi:10.1016/0167-8116(84)90004-1.
   Google Scholar
• Buttle, F. A. (1998). Word of mouth: Understanding and managing referral marketing. Journal of Strategic Marketing, 6, 241–254.10.1080/096525498346658
   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, 321–331.10.1016/j.intmar.2009.07.002
   Web of Science ®Google Scholar
• Carl, W. J., Libai, B., & Ding, A. (2008). Measuring the value of Word of Mouth. Measuring Word of Mouth, WOMMA, 4(1), 1–15.
   Google Scholar
• Creswell, J. W., & Clark, V. L. P. (2011). Designing and conducting mixed methods research (2nd ed.). Thousand Oaks, CA: Sage.
   Google Scholar
• Feick, L. F. & Price, L. L. (1987). The market maven: A diffuser of marketplace information. Journal of Marketing, 51, 83–97.10.2307/1251146
   Web of Science ®Google Scholar
• Gilly, M. C., Graham, J. L., Wolfinbarger, M. F., & Yale, L. J. (1998). A dyadic study of interpersonal information search. Journal of the Academy of Marketing Science, 26, 83–100.10.1177/0092070398262001
   Web of Science ®Google Scholar
• Groeger, L., & Buttle, F. (2014a). Word-of-mouth marketing influence on offline and online communications: Evidence from case study research. Journal of Marketing Communications, 20, 21–41.10.1080/13527266.2013.797736
   Google Scholar
• Groeger, L., & Buttle, F. (2014b). Word-of-mouth marketing: Towards an improved understanding of multi-generational campaign reach. European Journal of Marketing, 48, 1186–1208.10.1108/EJM-02-2012-0086
   Web of Science ®Google Scholar
• Guest, G., Bunce, A., & Johnson, L. (2006). How many interviews are enough? An experiment with data saturation and variability. Field Methods, 18, 59–82.10.1177/1525822X05279903
   Web of Science ®Google Scholar
• Higgins, E. T. (2006). Value from hedonic experience and engagement. Psychological Review, 113, 439–460.10.1037/0033-295X.113.3.439
   PubMed 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, 100–114.10.1016/j.jcps.2009.02.002
   Web of Science ®Google Scholar
• Hollebeek, L. (2011a). Exploring customer brand engagement: Definition and themes. Journal of Strategic Marketing, 19, 555–573.10.1080/0965254X.2011.599493
   Google Scholar
• Hollebeek, L. D. (2011b). Demystifying customer brand engagement: Exploring the loyalty nexus. Journal of Marketing Management, 27, 785–807.10.1080/0267257X.2010.500132
   Google Scholar
• Hollebeek, L. D. (2012). The customer engagement/value interface: An exploratory investigation. Australasian Marketing Journal, 21, 17–24.
   Google Scholar
• Hollebeek, L. D., & Chen, T. (2014). Exploring positively-versus negatively-valenced brand engagement: A conceptual model. Journal of Product & Brand Management, 23, 62–74.
   Google Scholar
• Hollebeek, L. D., Glynn, M., & Brodie, R. J. (2014). Consumer brand engagement in social media: Conceptualization, scale development and validation. Journal of Interactive Marketing, 28, 149–165.
   Web of Science ®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, 247–261.10.1177/1094670514529187
   Web of Science ®Google Scholar
• Joshi, A. W., & Sharma, S. (2004). Customer knowledge development: Antecedents and impact on new product performance. Journal of Marketing, 68, 47–59.10.1509/jmkg.68.4.47.42722
   Web of Science ®Google Scholar
• Kahn, W. A. (1990). Psychological conditions of personal engagement and disengagement at work. Academy of Management Journal, 33, 692–724.10.2307/256287
   Web of Science ®Google Scholar
• Keller, K. L. (2003). Brand synthesis: The multidimensionality of brand knowledge. Journal of Consumer Research, 29, 595–600.10.1086/346254
   Web of Science ®Google Scholar
• Kimmel, A. J., & Kitchen, P. J. (2014). WOM and social media: Presaging future directions for research and practice. Journal of Marketing Communications, 20, 5–20.10.1080/13527266.2013.797730
   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, 297–310.10.1177/1094670510375602
   Web of Science ®Google Scholar
• Leeflang, P. (2011). Paving the way for “distinguished marketing”. International Journal of Research in Marketing, 28, 76–88.10.1016/j.ijresmar.2011.02.004
   Web of Science ®Google Scholar
• Lusch, R. F., & Vargo, S. L. (2006). The service-dominant logic of marketing: Dialog, debate, and directions. Armonk, NY: ME Sharpe.
   Google Scholar
• MSI. (2014). MSI 2014-2016 research priorities. Retrieved from http://www.msi.org/research/2014-2016-research-priorities/
   Google Scholar
• Peres, R., Muller, E., & Mahajan, V. (2010). Innovation diffusion and new product growth models: A critical review and research directions. International Journal of Research in Marketing, 27, 91–106.10.1016/j.ijresmar.2009.12.012
   Web of Science ®Google Scholar
• Prahalad, C. K., & Ramaswamy, V. (2004). Co-creation experiences: The next practice in value creation. Journal of Interactive Marketing, 18, 5–14.10.1002/dir.20015
   Google Scholar
• Sawhney, M., Verona, G., & Prandelli, E. (2005). Collaborating to create: The internet as a platform for customer engagement in product innovation. Journal of Interactive Marketing, 19, 4–17.10.1002/dir.20046
   Google Scholar
• Soup. (2012). Email to Adriano Zumbo campaign participants, 21 September 2012. Sydney: Australia.
   Google Scholar
• Soup. (2013). Email to La Zuppa campaign participants, 15 March 2013. Sydney: Australia.
   Google Scholar
• Soup. (2014). Internal campaign analysis. Sydney: Australia.
   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, 92–104.10.1509/jmkr.46.1.92
   Web of Science ®Google Scholar
• Strauss, A., & Corbin, J. (1998). Basics of qualitative research: Procedures and techniques for developing grounded theory. Thousand Oaks, CA: Sage.
   Google Scholar
• Tashakkori, A., & Teddlie, C. (1998). Mixed methodology: Combining qualitative and quantitative approaches. Thousand Oaks, CA: Sage.
   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, 253–266.10.1177/1094670510375599
   Web of Science ®Google Scholar
• Vargo, S. L., & Lusch, R. F. (2004). Evolving to a new dominant logic for marketing. Journal of Marketing, 68, 1–17.10.1509/jmkg.68.1.1.24036
   Web of Science ®Google Scholar
• Verleye, K., Gemmel, P., & Rangarajan, D. (2014). Managing engagement behaviors in a network of customers and stakeholders: Evidence from the nursing home sector. Journal of Service Research, 17, 68–84.10.1177/1094670513494015
   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, 122–146.10.2753/MTP1069-6679200201
   Google Scholar
• WOMMA. (2009). Measurement and metrics guidebook. Chicago, IL: Word of Mouth Marketing Association.
   Google Scholar
• WOMMA & AMA. (2014). State of word of mouth marketing survey. Chicago, IL: Word of Mouth Marketing Association and Amercian Marketing Association.
   Google Scholar
• Woodruff, R. T. B. (1997). Customer value: The next source for competitive advantage. Journal of the Academy of Marketing Science, 25, 139–153.10.1007/BF02894350
   Web of Science ®Google Scholar
• Zeithaml, V. A. (1988). Consumer perceptions of price, quality, and value: A means-end model and synthesis of evidence. Journal of Marketing, 52, 2–21.10.2307/1251446
   Web of Science ®Google Scholar