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Fifteen years of customer engagement research: a bibliometric and network analysis

Hollebeek, L. D., Sharma, T. G., Pandey, R., Sanyal, P. and Clark, M. K. (2021) Fifteen years of customer engagement research: a bibliometric and network analysis. Journal of Product & Brand Management,. ISSN 1061-0421

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To link to this item DOI: 10.1108/JPBM-01-2021-3301

Abstract/Summary

Purpose - In recent years, customer engagement (CE) with brands, which has been shown to yield enhanced firm sales, competitive advantage, and stock returns, has risen to occupy a prominent position in brand management research and practice. Correspondingly, scholars have explored CE’s conceptualization, operationalization, and its nomological networks as informed by different theoretical perspectives. However, despite important advances, the intellectual structure of the overall corpus of CE research remains tenuous, as therefore explored in this paper. Design/methodology/approach - Based on this gap, this study deploys bibliometric- and network analysis to map CE’s literature-based landscape. Using bibliometric analysis, important CE-publishing journals, authors, and influential CE articles (2005-2020) are uncovered. Using network analysis, prominent CE themes are also unearthed. Findings - The results document key CE-publishing journals and authors, and their respective contributions to the literature. Five CE themes are also identified, including CE Measurement/Methods, Online CE, CE’s Value Co-creating Capacity, CE Conceptualization, and Customer/Consumer Brand Engagement. Further, an agenda for future CE research is provided based on the presented network analysis results. Practical implications - The reported findings generate important implications for brand managers. For example, the identified critical role of online (vs. offline) CE offers a range of strategic opportunities, as outlined. Originality/value - This paper offers a pioneering bibliometric- and network analysis of the CE literature, thus mapping the field. From the identified CE themes, important avenues for further CE research are also identified.

Item Type:Article
Refereed:Yes
Divisions:Henley Business School > Marketing and Reputation
ID Code:98973
Publisher:Emerald Publishing Limited

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