This article develops and discusses the concept of customer engagement behaviors (CEB), which we define as customers’ behavioral manifestation toward a brand or firm, beyond purchase, resulting from motivational drivers. CEBs include vast array including word-of-mouth (WOM) activity, recommendations, helping other customers, blogging, writing reviews, even engaging in legal action. The authors develop conceptual model antecedents consequences—customer, societal—of CEBs. suggest that firms...

Technology is rapidly changing the nature of service, customers’ service frontline experiences, and relationships with providers. Based on prediction that in marketplace 2025, technology (e.g., service-providing humanoid robots) will be melded into numerous this article spotlights technology’s ability to engage customers a social level as critical advancement infusions. Specifically, it introduces novel concept automated presence (ASP; i.e., extent which makes feel another entity) services...

Interactions between consumers and humanoid service robots (HSRs; i.e., with a human-like morphology such as face, arms, legs) will soon be part of routine marketplace experiences. It is unclear, however, whether these (compared human employees) trigger positive or negative consequences for companies. Seven experimental studies reveal that display compensatory responses when they interact an HSR rather than employee (e.g., favor purchasing status goods, seek social affiliation, order eat...

In today’s connected world, customer engagement behaviors are very important. Many companies launch initiatives to stimulate engagement. However, despite evidence that behavior also matters shareholders, academic research on the firm value consequences of campaigns is limited. This study first investigate value-related firm-initiated behaviors, using shareholder evaluations public announcements such initiatives. We find companies’ initiatives, average, decrease market value, which likely...

The internet of everything (IoE), connecting people, organizations and smart things, promises to fundamentally change how we live, work interact, it may redefine a wide range industry sectors. This conceptual paper aims develop vision the IoE alter business models ways in which individuals create value. We review literature on networked service ecosystems, show that clearer understanding is needed will impact go about their at micro, meso macro levels. Combining this with an inductive,...

Abstract Although robots are increasingly used in service provision, research cautions that consumers reluctant to accept robots. Five lab, field, and online studies reveal an important boundary condition earlier work demonstrate perceive less negatively when human social presence is the source of discomfort. We show feel judged by a robot (vs. human) having engage embarrassing encounter, such as acquiring medication treat sexually transmitted disease or being confronted with one’s own...

In business markets, the long-term nature of relationships may prompt parties to conduct “business as usual,” but negative critical incidents (CIs) can cause a destabilization these relationships. The authors develop comprehensive dynamic model customer loyalty account for impact CIs on both and magnitude between satisfaction share. results indicate that trigger stronger updating relationship, which moves customers from business-as-usual mind-set reconsideration relationship. Furthermore,...

Although many consumers turn to financial counseling improve their well-being, the effectiveness of these services remains nebulous and exact mechanisms through which they consumer well-being require further research. This longitudinal research demonstrates that consumers’ coproduction is pivotal for increasing credit scores decreasing stress. Drawing on self-determination theory, this study also shows literacy, involvement, attachment styles are important drivers coproduction. Involvement...

While organizational frontlines in the digital age involve complex interactions between consumers, autonomous technology (AT), and frontline workers, research so far largely focuses on effect of AT either consumer or worker. Bridging fields marketing behavior, we develop Consumer–Autonomous Technology–Worker (CAW) framework, which reflects implications consumer–worker–AT interactions. We consider that can be consumer-facing, such as service robots, worker-facing, AT-enabled knowledge-based...

Although many studies report positive effects of corporate social responsibility (CSR) on customer attitudes, recent literature shows that the effectiveness CSR initiatives critically varies among consumers, brands, and companies. Using 1375 responses about 93 brands in 18 industries, we examine how perceived relates to attitudes actual retention 2 years later, specifically this relationship may be contingent brand characteristics. Our results indicate can indeed compensate for absence a...

In the hope of benefiting from increasing focus on sustainability in Western markets, national brands are introducing new sustainable products.We investigate success products with a unique dataset combining household panel data, consumer survey expert and advertising expenditure data.We show that product introductions achieve lower sales than their conventional counterparts.Investing corporate social responsibility activities compensates for this negative effect is therefore viable strategy...

The relation between consumers' attitude and behaviour is of importance in designing marketing public policy measures. However, many empirical studies find only low effects attitudes on behaviour. In this paper, we suggest that the conflicting evidence attitude-behaviour link partly due to extreme impacting That is, possible non-linearities not detected by standard linear models could occur relationship We present compare alternative model specifications assess non-linear relationship. test...