Customer Engagement in Theory and Practice - A Marketing Management Perspective

Offering a pragmatic understanding of customer engagement as an object of effective marketing management, this book takes an integrative approach and brings together different streams of marketing research, such as customer activism and value formation. The author explores the notion of customer engagement by analysing empirical data compiled from firms operating in the consumer goods and services sectors, as well as from the consumers themselves. An insightful read for scholars of consumer behaviour and customer relationship management, this book advances understanding of the drivers, components and effects (both positive and negative) of customer engagement and proposes a comprehensive framework for its management.

 

List of contents

1. Concepts of Customer Activism.- 2. Interpreting Customer Engagement in the Marketing Discipline.- 3. Placing Customer Engagement within Marketing Management.- 4. Why Do Customers Engage?.- 5. Firms' Practices in Customer Engagement Management.- 6. Customer Engagement Trends and Perspectives in Modern Business.

About the author

Katarzyna Żyminkowska is Associate Professor and Head of the Marketing & Entrepreneurship Department at the University of Bielsko-Biala, Poland. She has also worked for the University of Economics in Katowice, and has served for many years as business consultant to Polish and international companies.

Summary

Offering a pragmatic understanding of customer engagement as an object of effective marketing management, this book takes an integrative approach and brings together different streams of marketing research, such as customer activism and value formation. The author explores the notion of customer engagement by analysing empirical data compiled from firms operating in the consumer goods and services sectors, as well as from the consumers themselves. An insightful read for scholars of consumer behaviour and customer relationship management, this book advances understanding of the drivers, components and effects (both positive and negative) of customer engagement and proposes a comprehensive framework for its management.

 

Product details

• Authors: Katarzyna ¿Yminkowska, Katarzyna yminkowska, Katarzyna Zyminkowska, Katarzyna Żyminkowska
• Publisher: Springer, Berlin
• Languages: English
• Product format: Hardback
• Released: 29.04.2019
• EAN: 9783030116767
• ISBN: 978-3-0-3011676-7
• No. of pages: 159
• Dimensions: 150 mm x 218 mm x 16 mm
• Weight: 366 g
• Illustrations: XIX, 159 p. 45 illus., 22 illus. in color.
• Subjects: Social sciences, law, business > Business > Advertising, marketing; Marketing, Management, C, Planning, Organization, Internet marketing, Business and Management, customer relationship management, Organizational theory & behaviour, Project management, Sales & marketing, Consumer behavior, Management science, Motivation research (Marketing), Online Marketing/Social Media, Customer relations—Management, network;CE management;consumer;customer value;consumer goods