A Eisingerich

A Lakshmanan

A Mollen

A Pansari

A Payne

A Rapp

A Rossmann

A Smith

A Tough

AF Payne

AJ DeLeon

AL Roggeveen

AL Strauss

AS Cui

B Eneroth

B Hillebrand

B Juric

B Schivinski

BB Stern

BJ Baldus

BJ Calder

BJ Phillips

BR Libai

C Grönroos

C Homburg

C Leckie

C Xie

CA De Matos

CF Breidbach

CM Harmeling

CM Henderson

CS Katsikeas

D Sprott

DJ Flint

DJ MacInnis

E Fang

E Gummesson

E Jaakkola

EC Malthouse

ET Higgins

F Cabiddu

G Gavetti

G Precourt

G Ramani

G Watson

GTM Hult

H Ho

HJ Schau

I O’Brien

I Szöcs

IO Karpen

J Bowden

J Mena

J Schamari

J Van Dijck

J Van Doorn

J Weerawardena

J Wirtz

JC Sweeney

JD Chandler

JD Hibbard

JJ Brakus

JM Sinkula

JS Coleman

JS Labrecque

JY Lee

K Koskela-Huotari

K Storbacka

K Verleye

KB Rager

KE Voss

KE Weick

KKF So

KN Lemon

KR Ranjan

L Anderson

L Blasco-Arcas

L Groeger

L Guo

L Peters

L Steinhoff

LD Hollebeek

Linda D. Hollebeek

M Etgar

Research addressing the micro-foundational theoretical entity of customer engagement (CE) has proliferated in recent years. In parallel, the macro-foundational theory of service-dominant (S-D) logic is thriving. While the fit of CE/S-D logic has been recognized, insight into this theoretical interface remains tenuous, as explored in this paper. We develop an integrative, S-D logic–informed framework of CE comprising three CE foundational processes, which are required (for customer resource integration), or conducive (for customer knowledge sharing/learning) CE antecedents. While customer resource integration, in some form, extends to coincide with CE, customer knowledge sharing/learning can also do so. We also identify three CE benefits (customer individual/interpersonal operant resource development, cocreation) as CE consequences, which can also coincide with CE. Deploying the framework, we revise Brodie et al.’s (Journal of Service Research, 14(3), 252–271, 2011) fundamental propositions of CE and apply these to customer relationship management. We conclude with theoretical and managerial implications, followed by future research avenues

Hollebeek, Linda D.

Srivastava, Rajendra K.

Chen, Tom

Kent Academic Repository

S-D logic–informed customer engagement: integrative framework, revised fundamental propositions, and application to CRM

HOLLEBEEK, Linda D.

SRIVASTAVA, Rajendra K.

CHEN, Tom

Institutional Knowledge at Singapore Management University

S-D logic-informed customer engagement: Integrative framework, revised fundamental propositions, and application to CRM

Rajendra K. Srivastava

Tom Chen

Crossref

Journal of the Academy of Marketing Science

Srivastava , Rajendra K.

University of Canberra Research Repository

SD logic–informed customer engagement: integrative framework, revised fundamental propositions, and application to CRM

https://ink.library.smu.edu.sg/cgi/viewcontent.cgi?article=6786&amp;context=lkcsb_research

S-D logic-informed customer engagement: Integrative framework, revised fundamental propositions, and application to CRM

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Kent Academic Repository

Institutional Knowledge at Singapore Management University

Crossref

University of Canberra Research Repository