From employee engagement to customer engagement: A multilevel dual-path model of engagement spillover effects in service ecosystems

2022 ◽  
Vol 64 ◽  
pp. 102815
Author(s):  
Xiaoyun Han ◽  
Shuping Chen ◽  
Bing Chen
Keyword(s):  
Employee Engagement ◽  
Spillover Effects ◽  
Path Model ◽  
Customer Engagement ◽  
Service Ecosystems

The Role of Perceived Risk in Engaging Customer and Employees for Value Creation in Services

2021 ◽  
pp. 097226292110225
Author(s):  
Ritu Srivastava ◽  
Diptiman Banerji ◽  
Priyanka Nema ◽  
Shubham Choudhary
Keyword(s):  
Employee Engagement ◽  
Value Creation ◽  
Perceived Risk ◽  
Organizational Outcomes ◽  
Customer Engagement ◽  
Future Research ◽  
Second Phase ◽  
Research Directions ◽  
Marketing Effectiveness ◽  
New Research

Value creation, customer engagement and employee engagement have emerged as important organizational outcomes for continued success. At the turn of the new decade, it is imperative to identify new research directions for these outcomes to improve the marketing effectiveness of organizations while keeping people at the centre of this pursuit. The present study is propelled by this motivation. The study started with the exploration of the relationship of customer and employee engagement in value creation, while limiting the scope to services. The extant literature has not studied the three together. The second phase of the study dwelled on identifying common links among the three to develop a conceptual model that brought the concepts of customer engagement, employee engagement and value creation together. Perceived risk was identified as the underlying phenomenon that connected all three to be part of a social system. A conceptual framework has been proposed for connecting perceived risk to customer engagement and employee engagement that would create value in service organizations. The study identifies future research directions for theory building and practice.

scholarly journals Customer engagement and relationships in multi-actor service ecosystems

2020 ◽  
Vol 121 ◽  
pp. 487-494 ◽  
Author(s):  
Piyush Sharma ◽  
Kokil Jain ◽  
Russel P.J. Kingshott ◽  
Akiko Ueno
Keyword(s):  
Customer Engagement ◽  
Service Ecosystems

scholarly journals The Role of Multi-Actor Engagement

2020 ◽  
Vol 6 (4) ◽  
pp. 176
Author(s):  
Sumitro Sarkum ◽  
Abd. Rasyid Syamsuri ◽  
Supriadi Supriadi
Keyword(s):  
Supply Chain ◽  
Employee Engagement ◽  
Business Strategy ◽  
Business Performance ◽  
Dynamic Capability ◽  
Customer Engagement ◽  
Market Knowledge ◽  
Marketing Function ◽  
Summary Statement

This study aims to meet the theoretical needs in answering the problem of the role of the marketing function on the dynamic capability that involves the role of multi actors through engagement. In particular, the study discusses the capabilities of SMEs’ business strategy in the offline to online market. The population of this research are owners, managers, and owners and managers of SMEs in Indonesia. The results of this study indicate that the integration of the supply chain into engagement can address the problem of the role of the marketing function that connects marketing and operations. Supply chain engagement is also able to moderate employee engagement to dynamic marketing engagement but not significantly moderate customer engagement. Meanwhile, the basis of integration as a dynamic capability in market knowledge has a significant effect on the multi-actor engagement consisting of customer engagement, employee engagement, and supply chain engagement. Summary statement of contribution: Our research builds on the three elements of multi-actor engagement that are significant against dynamic marketing engagement. The main finding of this research is that the concept of novelty can answer the proposition with the result that dynamic marketing engagement can improve business performance.

The Long-term and Spillover Effects of Price Promotions on Retailing Platforms: Evidence from a Large Randomized Experiment on Alibaba

2020 ◽  
Vol 66 (6) ◽  
pp. 2589-2609 ◽  
Author(s):  
Dennis J. Zhang ◽  
Hengchen Dai ◽  
Lingxiu Dong ◽  
Fangfang Qi ◽  
Nannan Zhang ◽  
...  
Keyword(s):  
Dynamic Pricing ◽  
Spillover Effects ◽  
Unintended Consequences ◽  
Customer Behavior ◽  
Customer Engagement ◽  
Control Group ◽  
Price Promotions ◽  
Promotion Program ◽  
Shopping Cart

Dynamic pricing through price promotions has been widely used by online retailers. We study how a promotion strategy, one that offers customers a discount for products in their shopping cart, affects customer behavior in the short and long term on a retailing platform. We conduct a randomized field experiment involving more than 100 million customers and 11,000 retailers with Alibaba Group, one of the world’s largest retailing platform. We randomly assign eligible customers to either receive promotions for products in their shopping cart (treatment group) or not receive promotions (control group). In the short term, our promotion program doubles the sales of promoted products on the day of promotion. In the long term, we causally document unintended consequences of this promotion program during the month after our treatment period. On the positive side, it boosts customer engagement, increasing the daily number of products that customers view and their purchase incidence on the platform. On the negative side, it intensifies strategic customer behavior in the posttreatment period in two ways: (1) by increasing the proportion of products that customers add to their shopping cart conditional on viewing them, possibly because of their intention to get more shopping cart promotions, and (2) by decreasing the price that customers subsequently pay for a product, possibly because of their strategic search for lower prices. Importantly, these long-term effects of price promotions on consumer engagement and strategic behavior spill over to sellers who did not previously offer promotions to customers. Finally, we examine heterogeneous treatment effects across promotion, seller, and consumer characteristics. These findings have important implications for platforms and retailers. This paper was accepted by Vishal Gaur, operations management.

Customer loyalty: a review and future directions with a special focus on the hospitality industry

2015 ◽  
Vol 27 (3) ◽  
pp. 379-414 ◽  
Author(s):  
Jay Kandampully ◽  
Tingting (Christina) Zhang ◽  
Anil Bilgihan
Keyword(s):  
Employee Engagement ◽  
Customer Loyalty ◽  
Hospitality Industry ◽  
Service Industry ◽  
Customer Engagement ◽  
Special Focus ◽  
Content Type ◽  
Emerging Issues ◽  
Brand Ambassadors ◽  
The Impact

Purpose – This article aims to provide a summary review of what is already known about customer loyalty and identifies some emerging issues that play an important role in it. As a result of dramatic changes in the marketplace and in consumers’ connections with the hospitality industry, researchers and practitioners are keen to understand the factors that underpin customer loyalty. Design/methodology/approach – By synthesizing extant customer loyalty literature, this article seeks further understanding of loyalty and offers priorities for ongoing loyalty research. Findings – Using conceptual models, this study provides a framework designed to extend the understanding of customer loyalty and the impact of the evolving role of engaged customers. Practical implications – Companies are advised to create emotionally engaged, loyal brand ambassadors by focusing on emerging areas, such as customer engagement, brand citizenship behaviors, mass personalization, employee engagement, brand ambassadors (both employees and customers), co-creation of value, co-design, co-consumption and rapport between customers and employees. Originality/value – This article crafts a conceptual framework for customer loyalty and identifies those factors that influence its development in the service industry with a special focus on the hospitality industry.

scholarly journals Antecedents and Consequences of Employee Loyalty towards the Organization: Empirical Evidence from Indian Software Industry

2011 ◽  
Author(s):  
Sreejesh S ◽  
Tavleen Nagra
Keyword(s):  
Employee Engagement ◽  
Software Industry ◽  
Intention To Quit ◽  
Customer Engagement ◽  
Employee Loyalty ◽  
Policy Makers ◽  
Long Run ◽  
Employee Absenteeism ◽  
Antecedents And Consequences ◽  
Managerial Perspective

Although substantial differences exists between employee commitment and loyalty, none of the studies made an attempt to understand these constructs separately and analyse the causes and consequences of employee loyalty. In this context, the present study attempts to investigate the antecedents and consequences of employee loyalty in the software industry context. The findings of this paper indicate that employee engagement, satisfaction and commitment have positive and significant impacts on employee loyalty and are considered to be the significant causes for predicting employee loyalty; at the same time the consequences of employee loyalty such as absenteeism and intention to quit do not have any significant effect. However, the study finds that employee satisfaction has a significant effect on the intention to quit via employee absenteeism. The paper shows that, from the managerial perspective, it is necessary for employers and policy-makers to know the causes and consequences of employee loyalty to retain the employees in the long run. The findings of the study suggest that, in order to develop commitment and thereby loyalty, the employer should create a congenial atmosphere for employee engagement and should create satisfied employees. At the same time, this created satisfaction will reduce employee absenteeism and the intention quit. Thus, the attention of the software-employee management should fruitfully focus on the development of employee engagement, satisfaction and commitment, which will ultimately lead to employee loyalty.   Keywords: Customer engagement, job satisfaction, commitment, loyalty, absenteeism, intention to quit.  

scholarly journals Supply Chain Involvement in Engagement Verification of Marketing and Operational Collaboration

2018 ◽  
Author(s):  
Sumitro Sarkum
Keyword(s):  
Supply Chain ◽  
Employee Engagement ◽  
Business Performance ◽  
Small And Medium Enterprises ◽  
Customer Engagement ◽  
Market Knowledge ◽  
Marketing Function ◽  
Operational Capabilities ◽  
Service Logic ◽  
Medium Enterprises

The ability of firm's market knowledge in relationships with employee engagement and customer engagement becomes crucial in a marketing strategy. However, the role of marketing function to achieve competitive advantage is still a question of improving business performance. Empirically, there is a need to explore marketing and operational capabilities by involving the supply chain in marketing strategies. Through the views of Dynamic Capability (DC) and service logic, we combine it in a conceptual model that produces several hypotheses. A total of 250 MSME (Micro Small and Medium Enterprises) are involved to answer the questionnaire. Respondents' perceptions reveal that the supply chain has essentially opened itself into an engagement for mutual value creation and sustainability. Our findings also reveal that supply chain engagement can improve business performance and positively mediate employee engagement, but it is unable to mediate customer engagement. In contrast, supply chain engagement is insignificant when market knowledge, customer engagement and employee engagement are directly linked to business performance. In addition, our findings also resulted in an insight for management in optimizing the firm's ability to perform its marketing functions

scholarly journals ANALISIS KEPUASAN PASIEN DAN KARYAWAN DENGAN METODE HUMAN SIGMA STUDI KASUS DI PT RSI MABARROT MWC BUNGAH KABUPATEN GRESIK

Rekayasa ◽  
2018 ◽  
Vol 11 (1) ◽  
pp. 31
Author(s):  
Suparno Suparno ◽  
Roikhan Roikhan ◽  
Nurul Hamidah
Keyword(s):  
Employee Engagement ◽  
Customer Engagement

Kepuasan pasien dan karyawan terhadap rumah sakit salah satu faktor yang penting karena dapat membentuk loyalitas karyawan terhadap rumah sakit dengan memberikan pelayanan terbaik untuk pasien yang akhirnya akan dapat membentuk loyalitas pasien terhadap rumah sakit itu sendiri. RSI Mabarrot MWC NU Bungah Gresik merupakan salah satu rumah sakit swasta yang selalu mengutamakan kepuasan pasien dan karyawan yang professional dalam memberikan pelayanan terbaik kepada pasien, yang mana pada periode januari sampai desember 2016 tingkat kepuasan pasien masih belum stabil. Penelitian ini bertujuan untuk mengukur kepuasan karyawan dan pasien dengan human sigma serta perencanaan strategi dengan analisis SWOT. Berdasarkan analisis yang dilakukan, dapat diketahui bahwa nilai human sigma rumah sakit sebesar 34.89 %, yang berada pada kuadran 2 dan human sigma 3. Artinya, RSI Mabarrot MWC NU Bungah memiliki kinerja keuangan yang dikatakan menengah atau rata-rata dan hanya salah satu dari subjek (dalam hal ini adalah pasien) yang hubungannya terhadap rumah sakit bernilai optimal (partial optimized). Selain itu, diperoleh nilai kepuasan perawat dan pasien yang sudah cukup tinggi yang ditunjukkan dengan nilai employee engagement (EE) sebesar 51,7% dan nilai customer engagement (CE) sebesar 47,1%. Berdasarkan hasil penelitian didapat rancangan strategi menggunakan IFE, EFE dan SWOT bagi rumah sakit guna meningkatkan nilai Human Sigma yang nantinya akan meningkatkan kinerja keuangan rumah sakit.

Sign in / Sign up

Export Citation Format

Share Document