True or False Customer Engagement Behaviour: What Can We Learn from Customers’ Touch Point Histories?

Helle Haurum, Suzanne C. Beckmann

Research output: Chapter in Book/Report/Conference proceedingConference abstract in proceedingsResearchpeer-review

Abstract

Customers’ engagement behaviours are considered an important source of value to the company. So far, the discussion has mainly been conceptual and focused on the company’s perspective. By adopting the customer’s perspective we investigated how customers perceive their
service relationship encounters with a company, using in-depth interviews. We found the following key factors driving and explaining customers’ engagement behaviours: (1) transactions matter and inconsistent engagement behaviours are a reality, (2) mundane products and services are still highly relevant for customers, and (3) different degrees of customer experience alignment with services and products exist. Moreover, the distinction between true and false engagement behaviours we suggest indeed is relevant and we could establish their mediating capabilities.
Original languageEnglish
Title of host publicationConference Proceedings EMAC 2014. European Marketing Academy 43rd Annual Conference : Paradigm Shifts & Interactions
EditorsEnrique Bigné
Place of PublicationBrussels
PublisherEMAC
Publication date2014
Pages137
ISBN (Print)9788437094533
Publication statusPublished - 2014
EventThe 43rd EMAC Annual Conference 2014: Paradigm Shifts & Interactions - The University of Valencia, Valencia, Spain
Duration: 3 Jun 20146 Jun 2014
Conference number: 43
http://www.emac2014.eu/

Conference

ConferenceThe 43rd EMAC Annual Conference 2014
Number43
LocationThe University of Valencia
CountrySpain
CityValencia
Period03/06/201406/06/2014
Internet address

Cite this