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Customer Engagement Marketing de Robert W. Palmatier

Customer Engagement Marketing

Editat de Robert W. Palmatier, V. Kumar, Colleen M. Harmeling
en Limba Engleză Hardback – 6 sep 2017
This book provides a synthesis of research perspectives on customer engagement through a collection of chapters from thought leaders. It identifies cutting-edge metrics for capturing and measuring customer engagement and highlights best practices in implementing customer engagement marketing strategies. Responding to the rapidly changing business landscape where consumers are more connected, accessible, and informed than ever before, many firms are investing in customer engagement marketing. The book will appeal to academics, practitioners, consultants, and managers looking to improve customer engagement.  
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Specificații

ISBN-13: 9783319619842
ISBN-10: 3319619845
Pagini: 328
Ilustrații: XVIII, 328 p. 21 illus., 7 illus. in color.
Dimensiuni: 148 x 210 x 27 mm
Greutate: 0.58 kg
Ediția:1st ed. 2018
Editura: Springer International Publishing
Colecția Palgrave Macmillan
Locul publicării:Cham, Switzerland

Cuprins

1. Customer Engagement Marketing

PART 1: Antecedents of Engagement

2. If you build it right, they will engage: A study of antecedent conditions of customer engagement 
3. Measuring and Managing Customer Engagement Value through the Customer Journey 
4. Customer Engagement through Personalization and Customization 
5. Managing Product Returns within the Customer Value Framework
6. Multi-Tier Loyalty Programs to Stimulate Customer Engagement 
7. Happy Users, Grumpy Bosses: Current Community Engagement Literature and the Impact of Support Engagement in a B2B Setting on User and Upper Management Satisfaction 

PART 2: Consequences of Customer Engagement

8. Customer Engagement and Employee Engagement: A Research Review and Agenda 
9. The Disruptive Impact of Customer Engagement on the Business-to-Consumer Sales Force 

PART 3: Application Context of Customer Engagement

10. Creating Stronger Brands through Consumer Experience and Engagement 
11. From Customer to Partner Engagement: A Conceptualization and Typology of Engagement in B2B 
12. Engaging with Brands: The Influence of Dispositional and Situational Brand Engagement on Customer Advocacy 
13. The Emotional Engagement Paradox 
14. Conclusion: Informing Customer Engagement Marketing and Future Research 

Notă biografică

Robert W. Palmatier is Professor of Marketing at the University of Washington, USA. He is the Editor-in Chief of Journal of Academy of Marketing Science. 

V. Kumar (VK) is the Regents Professor, Richard and Susan Lenny Distinguished Chair, and Professor in Marketing at Georgia State University, USA. VK has published over 250 articles, 25 books and has received over 25 Research and Teaching Excellence Awards.

Colleen Harmeling is Assistant Professor of Marketing and Dean’s Emerging Scholar at Florida State University, USA. Her research has appeared in Journal of Marketing, Journal of International Business Studies, Marketing Science Institute Working Paper Series, and has been presented at numerous marketing conferences.

Textul de pe ultima copertă

This book provides a synthesis of research perspectives on customer engagement through a collection of chapters from thought leaders. It identifies cutting-edge metrics for capturing and measuring customer engagement and highlights best practices in implementing customer engagement marketing strategies. Responding to the rapidly changing business landscape where consumers are more connected, accessible, and informed than ever before, many firms are investing in customer engagement marketing. The book will appeal to academics, practitioners, consultants, and managers looking to improve customer engagement.  

Caracteristici

Presents cutting-edge research from top marketing professionals to speak on trends and future directions of customer engagement
Identifies efficient and economical ways for firms to implement consumer-oriented marketing strategies
Describes the theoretical underpinnings and metrics used to gage customer engagement