Volume 45, Issue 3

May 2017

Special Issue: Understanding and Managing Customer Engagement Using Customer Relationship Management

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8 articles in this issue

Executing on a customer engagement strategy
Rajkumar Venkatesan
Editorial 18 January 2017 Pages: 289 - 293
Customer engagement: the construct, antecedents, and consequences
Anita Pansari
V. Kumar
Conceptual/Theoretical Paper 11 June 2016 Pages: 294 - 311
Toward a theory of customer engagement marketing
Colleen M. Harmeling
Jordan W. Moffett
Brad D. Carlson
Conceptual/Theoretical PAPER 15 December 2016 Pages: 312 - 335
The effects of customer equity drivers on loyalty across services industries and firms
Yi-Chun Ou
Peter C. Verhoef
Thorsten Wiesel
Original Empirical Research Open access 11 March 2016 Pages: 336 - 356
Seeing relationships through the lens of psychological contracts: the structure of consumer service relationships
Lin Guo
Thomas W. Gruen
Chuanyi Tang
Original Empirical Research 17 September 2015 Pages: 357 - 376
Customer experience management: toward implementing an evolving marketing concept
Christian Homburg
Danijel Jozić
Christina Kuehnl
Original Empirical Research 19 August 2015 Pages: 377 - 401
B2B relationship calculus: quantifying resource effects in service-dominant logic
Anthony J. deLeon
Sharmila C. Chatterjee
Original Empirical Research Open access 10 December 2015 Pages: 402 - 427
The role of climate: implications for service employee engagement and customer service performance
Bulent Menguc
Seigyoung Auh
Constantine S. Katsikeas
Original Empirical Research 18 March 2017 Pages: 428 - 451

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