Emotional and rational customer engagement: exploring the development route and the motivation

References

• 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
• Braun, C., Batt, V., Bruhn, M., & Hadwich, K. (2016). Differentiating customer engaging behavior by targeted benefits–an empirical study. Journal of Consumer Marketing, 33(7), 528–538. doi: 10.1108/JCM-02-2016-1711
   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., 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
• Carlson, J., Rahman, M., Voola, R., & De Vries, N. (2018). Customer engagement behaviours in social media: Capturing innovation opportunities. Journal of Services Marketing, 32(1), 83–94. doi: 10.1108/JSM-02-2017-0059
   Web of Science ®Google Scholar
• Carvalho, A., & Fernandes, T. (2018). Understanding customer brand engagement with virtual social communities: A comprehensive model of drivers, outcomes and moderators. Journal of Marketing Theory and Practice, 26(1-2), 23–37. doi: 10.1080/10696679.2017.1389241
   Web of Science ®Google Scholar
• Cheung, C. M., & Lee, M. K. (2012). What drives consumers to spread electronic word of mouth in online consumer-opinion platforms. Decision Support Systems, 53(1), 218–225. doi: 10.1016/j.dss.2012.01.015
   Web of Science ®Google Scholar
• Chu, S. C., Lien, C. H., & Cao, Y. (2019). Electronic word-of-mouth (eWOM) on WeChat: Examining the influence of sense of belonging, need for self-enhancement, and consumer engagement on Chinese travellers’ eWOM. International Journal of Advertising, 38(1), 26–49. doi: 10.1080/02650487.2018.1470917
   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
• Deci, E. L., & Ryan, R. M. (2000). The ‘what’ and ‘why’ of goal pursuits: Human needs and the self-determination of behavior. Psychological Inquiry, 11(4), 227–268. doi: 10.1207/S15327965PLI1104_01
   Web of Science ®Google Scholar
• Dichter, E. (1966). How word-of-mouth advertising works. Harvard Business Review, 44(6), 147–160.
   Web of Science ®Google Scholar
• Dick, A. S., & Basu, K. (1994). Customer loyalty: Toward an integrated conceptual framework. Journal of the Academy of Marketing Science, 22(2), 99–113. doi: 10.1177/0092070394222001
   Google Scholar
• Fehrer, J. A., Benoit, S., Aksoy, L., Baker, T. L., Bell, S. J., Brodie, R. J., & Marimuthu, M. (2018). Future scenarios of the collaborative economy: Centrally orchestrated, social bubbles or decentralized autonomous? Journal of Service Management, 29(5), 859–882. doi: 10.1108/JOSM-04-2018-0118
   Web of Science ®Google Scholar
• Fernandes, T., & Remelhe, P. (2016). How to engage customers in co-creation: Customers’ motivations for collaborative innovation. Journal of Strategic Marketing, 24(3-4), 311–326. doi: 10.1080/0965254X.2015.1095220
   Web of Science ®Google Scholar
• Fullerton, G. (2003). When does commitment lead to loyalty? Journal of Service Research, 5(4), 333–344. doi: 10.1177/1094670503005004005
   Google Scholar
• Gustafsson, A., Johnson, M. D., & Roos, I. (2005). The effects of customer satisfaction, relationship commitment dimensions, and triggers on customer retention. Journal of Marketing, 69(4), 210–218. doi: 10.1509/jmkg.2005.69.4.210
   Web of Science ®Google Scholar
• Harmeling, C. M., Moffett, J. W., Arnold, M. J., & Carlson, B. D. (2017). Toward a theory of customer engagement marketing. Journal of the Academy of Marketing Science, 45(3), 312–335. doi: 10.1007/s11747-016-0509-2
   Web of Science ®Google Scholar
• Harrigan, P., Evers, U., Miles, M. P., & Daly, T. (2018). Customer engagement and the relationship between involvement, engagement, self-brand connection and brand usage intent. Journal of Business Research, 88, 388–396. doi: 10.1016/j.jbusres.2017.11.046
   Web of Science ®Google Scholar
• Harwood, T., & Garry, T. (2015). An investigation into gamification as a customer engagement experience environment. Journal of Services Marketing, 29(6/7), 533–546. doi: 10.1108/JSM-01-2015-0045
   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
• Hollebeek, L. (2011). 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., 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
• Islam, J. U., & Rahman, Z. (2016). The transpiring journey of customer engagement research in marketing: A systematic review of the past decade. Management Decision, 54(8), 2008–2034. doi: 10.1108/MD-01-2016-0028
   Web of Science ®Google Scholar
• Islam, J. U., & Rahman, Z. (2017). The impact of online brand community characteristics on customer engagement: An application of stimulus-organism-response paradigm. Telematics and Informatics, 34(4), 96–109. doi: 10.1016/j.tele.2017.01.004
   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(3), 297–310. doi: 10.1177/1094670510375602
   Web of Science ®Google Scholar
• Kumar, V., & Pansari, A. (2016). Competitive advantage through engagement. Journal of Marketing Research, 53(4), 497–514. doi: 10.1509/jmr.15.0044
   Web of Science ®Google Scholar
• Leckie, C., Nyadzayo, M. W., & Johnson, L. W. (2016). Antecedents of consumer brand engagement and brand loyalty. Journal of Marketing Management, 32(5-6), 558–578. doi: 10.1080/0267257X.2015.1131735
   Web of Science ®Google Scholar
• Lien, C. H., & Cao, Y. (2014). Examining WeChat users’ motivations, trust, attitudes, and positive word-of-mouth: Evidence from China. Computers in Human Behavior, 41, 104–111. doi: 10.1016/j.chb.2014.08.013
   Web of Science ®Google Scholar
• Lincoln, Y. S., & Guba, E. G. (1985). Naturalistic inquiry. Beverly Hills, CA: Sage.
   Google Scholar
• Maclnnis, D. J., & Jaworski, B. J. (1989). Information processing from advertisements: Toward an integrative framework. Journal of Marketing, 53(4), 1–23. doi: 10.2307/1251376
   Web of Science ®Google Scholar
• McIntyre, S. H., McQuarrie, E. F., & Shanmugam, R. (2016). How online reviews create social network value: The role of feedback versus individual motivation. Journal of Strategic Marketing, 24(3-4), 295–310. doi: 10.1080/0965254X.2015.1095218
   Web of Science ®Google Scholar
• Morgan, R. M., & Hunt, S. D. (1994). The commitment-trust theory of relationship marketing. Journal of Marketing, 58(3), 20–38. doi: 10.1177/002224299405800302
   Web of Science ®Google Scholar
• Pansari, A., & Kumar, V. (2017). Customer engagement: The construct, antecedents, and consequences. Journal of the Academy of Marketing Science, 45(3), 294–311. doi: 10.1007/s11747-016-0485-6
   Web of Science ®Google Scholar
• Poppo, L., Zhou, K. Z., & Li, J. J. (2016). When can you trust ‘trust’? calculative trust, relational trust, and supplier performance. Strategic Management Journal, 37(4), 724–741. doi: 10.1002/smj.2374
   Web of Science ®Google Scholar
• Prentice, C., & Loureiro, S. M. C. (2018). Consumer-based approach to customer engagement – the case of luxury brands. Journal of Retailing and Consumer Services, 43, 325–332. doi: 10.1016/j.jretconser.2018.05.003
   Web of Science ®Google Scholar
• Roberts, D., Hughes, M., & Kertbo, K. (2014). Exploring consumers’ motivations to engage in innovation through co-creation activities. European Journal of Marketing, 48(1/2), 147–169. doi: 10.1108/EJM-12-2010-0637
   Web of Science ®Google Scholar
• Robson, K., Plangger, K., Kietzmann, J. H., McCarthy, I., & Pitt, L. (2016). Game on: Engaging customers and employees through gamification. Business Horizons, 59(1), 29–36. doi: 10.1016/j.bushor.2015.08.002
   Web of Science ®Google Scholar
• Romero, J. (2017). Customer engagement behaviors in hospitality: Customer-based antecedents. Journal of Hospitality Marketing & Management, 26(6), 565–584. doi: 10.1080/19368623.2017.1288192
   Web of Science ®Google Scholar
• Ryan, R. M., & Deci, E. L. (2000a). Intrinsic and extrinsic motivations: Classic definitions and new directions. Contemporary Educational Psychology, 25(1), 54–67. doi: 10.1006/ceps.1999.1020
   PubMed Web of Science ®Google Scholar
• Ryan, R. M., & Deci, E. L. (2000b). Self-determination theory and the facilitation of intrinsic motivation, social development, and well-being. American Psychologist, 55(1), 68–78. doi: 10.1037/0003-066X.55.1.68
   PubMed Web of Science ®Google Scholar
• Sashi, C. M. (2012). Customer engagement, buyer-seller relationships, and social media. Management Decision, 50(2), 253–272. doi: 10.1108/00251741211203551
   Web of Science ®Google Scholar
• Smith, J. A. (1995). Semi-structured interviewing and qualitative analysis. In J. A. Smith, L. Harr, & U. Langehove (Eds.), Rethinking Methods in psychology (pp. 9–26). London: Sage.
   Google Scholar
• So, K. K. F., King, C., & Sparks, B. (2014). Customer engagement with tourism brands: Scale development and validation. Journal of Hospitality & Tourism Research, 38(3), 304–329. doi: 10.1177/1096348012451456
   Web of Science ®Google Scholar
• Solem, B. A. A., & Pedersen, P. E. (2016). The effects of regulatory fit on customer brand engagement: An experimental study of service brand activities in social media. Journal of Marketing Management, 32(5-6), 445–468. doi: 10.1080/0267257X.2016.1145723
   Web of Science ®Google Scholar
• Strauss, A. L., & Corbin, J. M. (1998). Basics of qualitative research: Grounded Theory procedures and Techniques. Thousand Oaks, CA: Sage.
   Google Scholar
• Thakur, R. (2016). Understanding customer engagement and loyalty: A case of mobile devices for shopping. Journal of Retailing and Consumer Services, 32, 151–163. doi: 10.1016/j.jretconser.2016.06.004
   Web of Science ®Google Scholar
• Triantafillidou, A., & Siomkos, G. (2018). The impact of Facebook experience on consumers’ behavioral brand engagement. Journal of Research in Interactive Marketing, 12(2), 164–192. doi: 10.1108/JRIM-03-2017-0016
   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