Downloads

• Alexander, M., Jaakkola, E., & Hollebeek, L. (2018). Zooming out: Actor engagement beyond the dyadic. Journal of Service Management, 29(3), 333-351. • Anderson, J., Oliver, N., Anderson, J. (2001). Collaborative new product development in a multi-customer context: challenges for western auto component suppliers. International Journal of Automotive Technology and Management, 1(2/3), 169-182. • Andiappan, M. & Dufour, L. (2018). Jealousy at work: A tripartite model. Academy of Management Review, In-press, DOI: https://doi.org/10.5465/amr.2016.0299. • Andreassen, T., Smith, D., Grӧnquist, Karahasanovic, A. & Marquez, A. (2018). Service innovation actor engagement: An integrative model. Journal of Services Marketing, 32(1), 95-100. • Baldus, B., Voorhees, C., & Calantone, R. (2015). Online brand community engagement: Scale development and validation. Journal of Business Research, 68(5), 978-985. • Bartikowski, B., & Walsh, G. (2011). Investigating mediators between corporate reputation and customer citizenship behaviors. Journal of Business Research, 64, 39-44. • Beckers, S., Risselada, H. & Verhoef, P. (2014). Customer engagement: A new frontier in customer value management. In: Rust, R. & Huang, M. (Eds.), Handbook of Service Marketing Research, Edward Elgar, 97-120. • Beckers, S., Van Doorn, J. & Verhoef, P. (2018). Good, better, engaged? The effect of company-initiated customer engagement on shareholder value. Journal of the Academy of Marketing Science, 46(3), 366-383. • Berry, L. & Seiders, K. (2008). Serving unfair customers. Business Horizons, 51(1), 29-37. • Blattberg, C. (2004). Welfare: Towards the patriotic corporation. From Pluralist to Patriotic Politics: Putting Practice First. New-York: Oxford University Press, 172-184. • Blau, P. (1964). Exchange and Power in Social Life. New York: Wiley. • Bleier, A., De Keyser, A. & Verleye, K. (2018). Customer engagement through personalization and customization. In: Palmatier, R., Kumar, V. & Harmeling, C. (Eds.), Customer Engagement Marketing, Springer, 75-94. • Bowden, J., Conduit, J., Hollebeek, L., Luoma-Aho, V., & Solem, B. (2017). Engagement valence duality and spillover effects in online brand communities. Journal of Service Theory and Practice, 27(4), 877–897. • Brodie, R., Fehrer, J., Hollebeek, L., Jaakkola, E. & Conduit, J. (2016). Actor engagement: Broadening the conceptual domain. EMAC, Oslo. • Brodie, R., Hollebeek, L., Ilic, A. & Juric, B. (2011). Customer engagement: Conceptual domain, fundamental propositions & implications for research in service marketing. Journal of Service Research, 14(3), 252-271. • Brodie, R., 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. • Calder, B., Malthouse, E. & Schaedel, U. (2009). An empirical study of the relationship between online engagement and advertising effectiveness. Journal of Interactive Marketing, 23, 321-331. • Clanton, G. (1996). A sociology of jealousy. International Journal of Sociology and Social Policy, 16(9/10), 171-189. • Corus, C., & Ozanne, J. (2012). Stakeholder engagement: Building participatory and deliberative spaces in subsistence markets. Journal of Business Research, 65(12), 1728-1735. • Covell, D. (2005). Attachment, allegiance and a convergent application of stakeholder theory: Assessing the impact of winning on athletic donations in the Ivy League. Sports Marketing Quarterly, 14, 168-176. • Cronin, J. (2016). Retrospective: A cross-sectional test of the effect and conceptualization of service value revisited. Journal of Services Marketing, 30(3), 261-265. • Cropanzano, R., Bowen, D. & Gilliland, S. (2007). The management of organizational justice. Academy of Management Perspectives, 21(4), 34-48. • Curth, S., Uhrich, S. & Benkenstein, M. (2014). How commitment to fellow customers affects the customer-firm relationship and customer citizenship behavior. Journal of Services Marketing, 28(2), 147-158. • Donaldson, T. & Preston, E. (1995). The stakeholder theory of the corporation: Concepts, evidence, and implications. Academy of Management Review, 20(1), 65-91. • Doty, D. & Glick, W. (1994). Typologies as a unique form of theory building: Toward improved understanding and modeling. Academy of Management Review, 19(2), 230-251. • East, R., Hammond, K. & Wright, M. (2007). The relative incidence of positive and negative word of mouth: A multi-category study. International Journal of Research in Marketing, 24(2), 175-184. • Echeverri, P. & Skålén, P. (2011). Co-creation and co-destruction: A practice-theory based study of interactive value formation. Marketing Theory, 11(3), 351-373. • Edvardsson, B., Tronvol, B. & Gruber, T. (2011). Expanding understanding of service exchange and value co-creation: A social construction approach. Journal of the Academy of Marketing Science, 39(2), 327-339. • Ekpo, A., Riley, B., Thomas, K., Yvaire, Z., Rosa, G., Henderson, G. & Munoz, I. (2015). As worlds collide: The role of marketing management in customer-to-customer interactions. Journal of Business Research, 68(1), 119-126. • Ellis, C. & Weinstein, E. (1986). Jealousy and the social psychology of emotional experience. Journal of Social and Personal Relationships, 3, 337-357. • Elmore, G. & Huebner, E. (2010). Adolescents’ satisfaction with school experiences: Relationships with demographics, attachment relationships, and school engagement behavior. Psychology in Schools, 47(6), 525-537. • Fitzmaurice, J. (2005). Incorporating consumers’ motivations into the theory of reasoned action. Psychology & Marketing, 22(11), 911-929. • Folger, R. & Konovski, M. (1989). Effects of procedural and distributive justice on reactions to pay rise decisions. Academy of Management Journal, 32(1), 115-130. • Freeman, R. (1984). Strategic Management: A Stakeholder Approach. Boston: Pitman/Ballinger. • Freeman, R. (1999). Divergent stakeholder theory. Academy of Management Review, 24(2), 233-236. • Freeman, R. (2010). Strategic Management: A Stakeholder Approach. Cambridge: Cambridge University. • Gelbman, A. (2016). Tourism along the geopolitical barrier: Implications of the Holy Land fence. GeoJournal, 81, 671-680. • Greenwood, M. (2007). Stakeholder engagement: Beyond the myth of corporate responsibility. Journal of Business Ethics, 74(4), 315-327. • Grönroos, C. & Ravald, A. (2011). Service as business logic: Implications for value creation and marketing. Journal of Service Management, 22(1), 5-22. • Guerrero, L. & Andersen, P. (1996). Jealousy experience and expression in romantic relationships. Handbook of Communication and Emotion, 155-188. • Gupta, S., Pansari, A. & Kumar, V. (2018). Global customer engagement. Journal of International Marketing, 26(1), 4-29. • Hair, J., Black, W., Babin, B. & Anderson, R. (2017). Multivariate Data Analysis. Wiley. • Hambrick, D. (1984). Taxonomic approaches to studying strategy: Some conceptual and methodological issues. Journal of Management, 10(1), 27-41. • Harmeling, C., Moffett, J., Arnold, M., & Carlson, B. (2017). Toward a theory of customer engagement marketing. Journal of the Academy of Marketing Science, 45(3), 312-335. • Harrigan, P., Evers, U., Miles, M., & 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. • Harris, L. & Daunt, K. (2013). Managing customer misbehavior: Challenges and strategies. Journal of Services Marketing, 27(4), 281-293. • Heinonen, K. (2018). Positive and negative valence influencing consumer engagement. Journal of Service Theory and Practice, 28(2), 147-169. • Herman, N. & Miall, C. (1990). The positive consequences of stigma: Two case studies in mental and physical disability. Qualitative Sociology, 13, 251-269. • Higgins, E. (2012). Regulatory focus theory. In: Van Lange, P., Kruglanski, A. & Higgins, E. (Eds.), Handbook of Theories of Social Psychology, SAGE, 483-504. • Hillebrand, B., Driessen, P.H. & Koll, O. (2015). Stakeholder marketing: Theoretical foundations and required capabilities. Journal of the Academy of Marketing Science, 43(4), 411-428. • Ho, M., Chung, H., Kingshott, R. & Chiu, C. (2020). Customer engagement, consumption and firm performance in a multi-actor service eco-system: The moderating role of resource integration. Journal of Business Research, DOI: https://doi.org/10.1016/j.jbusres.2020.02.008. • Holbrook, M. (1994). The nature of customer value: An axiology of services in the consumption experience, In: Rust, R. & Oliver, R. (Eds.), Service Quality, Thousand-Oaks: SAGE, 21-71. • Hollebeek, L., Brodie, R. & Conduit, J. (2016). Strategic drivers, anticipated & unanticipated outcomes of customer engagement. Journal of Marketing Management, 32(5-6), 393-398. • Hollebeek, L. & Chen, T. (2014). Exploring positively- vs. negatively-valenced brand engagement: A conceptual model. Journal of Product & Brand Management, 23(1), 62-74. • Hollebeek, L., Glynn, M. & Brodie, R. (2014). Consumer brand engagement in social media: Conceptualization, scale development and validation. Journal of Interactive Marketing, 28(2), 149-165. • Hollebeek, L., Srivastava, R.K., & Chen, T. (2019). S-D logic-informed customer engagement: Integrative framework, revised fundamental propositions, and application to CRM. Journal of the Academy of Marketing Science, 47(1), 161-185. • Hult, G.T., Mena, J., Ferrell, O. & Ferrell, L. (2011). Stakeholder marketing: A definition and conceptual framework. AMS Review, 1(1), 44-65. • Hunt, S. (1983). General theories and the fundamental explananda of marketing. Journal of Marketing, 47(4), 9-17. • Islam, J., Rasool, A., Khan, I. & Rahman, Z. (2019). Customer engagement in the service context: An empirical investigation of the construct, its antecedents and consequences. Journal of Retailing & Consumer Services, 50, 277-285. • Jonas, J., Boha, J., Sörhammar, D., & Moeslein, K. (2018). Stakeholder engagement in intra- and inter-organizational innovation: Exploring antecedents of engagement in service ecosystems. Journal of Service Management, 29(3), 399-421. • Juric, B., Smith, S., & Wilks, G. (2016). Negative customer brand engagement. In: Customer Engagement: Contemporary Issues and Challenges. Singapore: Routledge, 272-286. • Keeling, D., Laing, A., & De Ruyter, K. (2018). Evolving roles and structures of triadic engagement in healthcare. Journal of Service Management, 29(3), 352–377. • Keller, K. & Sood, S. (2003). Brand equity dilution. MIT Sloan Management Review, 45(1), 12-15. • Kim, A., Moon, J. & Shin, J. (2019). Justice perceptions, perceived insider status, and gossip at work: A social exchange perspective. Journal of Business Research, 97(Apr), 30-42. • Kozinets, R. (1999). E-tribalized marketing? The strategic implications of virtual communities of consumption. European Management Journal, 17(3), 252-264. • 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. • Kumar, V., & Pansari, A. (2016). Competitive advantage through engagement. Journal of Marketing Research, 53(4), 497-514. • Kumar, V., Rajan, B., Gupta, S., & Dalla Pozza, I. (2019). Customer engagement in service. Journal of the Academy of Marketing Science, 47(1), 138-160. • Kumar, V., Zhang, X. & Luo, A. (2014). Modeling customer opt-in and opt-out in a permission-based marketing context. Journal of Marketing Research, 51(4), 403-419. • Lam, S., Aherane, M., Hu, Y. & Schillewaert, N. (2010). Resistance to brand switching when a radically new brand is introduced: A social identity theory perspective. Journal of Marketing, 74(6), 128. • Lee, L.Y. & Li, L.Y. (2013). A study on effect of cognitive dissonance on consumption value, anticipated satisfaction and word-of-mouth communication. Journal of Global Business Management, 9(2), 71-79. • Leroi-Werelds, S. (2019). An update on customer value: State of the art, revised typology, and research agenda. Journal of Service Management, 30(5), 650-680. • Li, P., Juric, B., & Brodie, R. (2018). Actor engagement valence: Conceptual foundations, propositions and research directions. Journal of Service Management, 29(3), 491-516. • Libai, B., Bolton, R., Buegel, M., De Ruyter, K., Gotz, O., Risselada, H. & Stephen, A. (2010). Customer-to-customer interactions: Broadening the scope of word of mouth research. Journal of Service Research, 13(3), 267-282. • Ludwig, N., Barnes, D., & Gouthier, M. (2017). Observing delightful experiences of other customers: The double-edged sword of jealousy and joy. Journal of Service Theory and Practice, 27(1), 145-163. • Marbach, J., Lages, C.R. & Nunan, D. (2016). Who are you and what do you value? Investigating the role of personality traits and customer-perceived value in online customer engagement. Journal of Marketing Management, 32(5-6), 502-525. • Mattila, A., Hanks, L., & Wang, C. (2014). Others’ service experiences: Emotions, perceived justice, and behavior. European Journal of Marketing, 48(3/4), 552-571. • Mitchell, S. & Clark, M.K. (2019). Reconceptualising product life-cycle theory as stakeholder engagement with non-profit organisations. Journal of Marketing Management, 35(1-2), 13-39. • MSI - Marketing Science Institute (2010). Research Priorities. • MSI - Marketing Science Institute (2018). Research Priorities. • O’Connor, E. & Crowley-Henry, M. (2019). Exploring the relationship between exclusive talent management, perceived organizational justice and employee engagement: Bridging the literature. Journal of Business Ethics, 156(4), 903-917. • Pansari, A. & Kumar, V. (2017). Customer engagement: The construct, antecedents, and consequences. Journal of the Academy of Marketing Science, 45(3), 294-311. • Peters, L., Lobler, H., Breidbach, C., Smith, S., Sorhammar, D. & Varey, R. (2014). Theorizing about resource integration though S-D logic. Marketing Theory, 14(3), 249-268. • Porter, M. (1980). Competitive Strategy. New York: Free Press. • Plutchik, R. (1980). Plutchik’s wheel of emotions. Accessed (Dec 2, 2019) at: https://www.researchgate.net/publication/234005320_Discovering_Basic_Emotion_Sets_via_Semantic_Clustering_on_a_TwitterCorpus/figures?lo=1. • Roy, S., Balaji, M., Soutar, G., Lassar, W., & Rajat, R. (2018). Customer engagement behavior in individualistic and collectivistic markets. Journal of Business Research, 86(May), 281-290. • Santoro, S., Bertoldi, B., Giachino, C. & Candelo, E. (2018). Exploring the relationship between entrepreneurial resilience and success: The moderating role of stakeholders’ engagement. Journal of Business Research. In-press, DOI: https://doi.org/10.1016/j.jbusres.2018.11.052. • Sasser, S., Kilgour, M. & Beck, D. (2014). Marketing in an interactive world: The evolving nature of communication processes using social media. In: Lertwachera, K. & Ayanso, A., Harnessing the Power of Social Media and Web Analytics, New York: IGI-Global, 29-52. • Slater, S. (1997). Developing a customer value-based theory of the firm. Journal of the Academy of Marketing Science, 25(2), 162-167. • Smith, A. (2013). The value co-destruction process: A customer resource perspective. European Journal of Marketing, 47(11-12): 1889-1909. • Sreejesh, S., Sarkar, J., Sarkar, A., Eshgi,A & Anusree, M. (2017). The impact of other customer perception on consumer-brand relationships. Journal of Service Theory & Practice, 28(2), 130-146. • Tajfel, H. (2010). Social Identity and Intergroup Relations, Cambridge University Press. • Thanvarachorn, A., Alexander, M. & Doherty, A. (2019). Inauthentic engagement. International Research Symposium on Advancing Service Research and Practice, June. • Tombs, A. & McColl-Kennedy, J. (2003). Social servicescape conceptual model. Marketing Theory, 3(4), 447-475. • Tuli, K., Bharadwaj, S. & Kohli, A. (2010). Ties that bind: The impact of multiple types of ties with a customer on sales growth and sales volatility. Journal of Marketing Research, 47(Feb), 36-50. • Vargo, S. & Akaka, M. (2012). Value cocreation and service systems (re)formation: A service ecosystems view. Service Science, 4(3), 2017-2217. • Vargo, S., & Lusch, R. (2016). Institutions and axioms: An extension and update of service-dominant logic. Journal of the Academy of Marketing Science, 44(1), 5-23. • 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(1), 68-84.