The growing complexity of customer engagement: a systematic review

2020 ◽  
Vol 15 (2) ◽  
pp. 167-203 ◽  
Author(s):  
Filipa Rosado-Pinto ◽  
Sandra Maria Correia Loureiro
Keyword(s):  
Systematic Review ◽  
Research Question ◽  
Empirical Studies ◽  
Marketing Research ◽  
Final Analysis ◽  
Past Research ◽  
Customer Engagement ◽  
Future Research ◽  
Content Type ◽  
Multidimensional Concept

PurposeThe topic of customer engagement has been growing in relevance and complexity in the last decade. Therefore, the purpose of this paper is to systematically review and critically analyse the research about customer engagement and address the research question: “What marketing research has been conducted on customer engagement until now and what could be future avenues for research?”Design/methodology/approachA systematic review of the existing literature is performed based on the Web of Science and Scopus electronic databases. A total of 144 articles are included in the final analysis.FindingsCustomer engagement is perceived as a multidimensional concept with different definitions and sub-forms associated. There is an increasing number of authors studying the concept in different industries and geographies, with empirical studies being widely used. The concept emerges from specific theoretical pillars. Different constructs are associated with customer engagement, being studied as antecedents and/or outcomes. This study presents 8 major paths for future research.Research limitations/implicationsThis type of approach has a certain level of subjectivity, associated to the methodological process for choosing the articles to be included in the final analysis and the applied filters.Originality/valueThrough this study, readers become aware of the state of the art on customer engagement and associated constructs, the gaps found in past research, the research contexts and also have a glimpse about what can be the future of this field of research, as well as research questions to be addressed.

scholarly journals The job demands-resources model and the international work context – a systematic review

2014 ◽  
Vol 2 (3) ◽  
pp. 260-279 ◽  
Author(s):  
Lucy T.B. Rattrie ◽  
Markus G. Kittler
Keyword(s):  
Systematic Review ◽  
Empirical Studies ◽  
Domestic Work ◽  
Job Demands ◽  
Empirical Literature ◽  
Future Research ◽  
Content Type ◽  
International Work ◽  
Work Related ◽  
Work Contexts

Purpose – The purpose of this paper is to provide a synthesis and evaluation of literature surrounding the job demands-resources (JD-R) model (Demerouti et al., 2001) in the first decade since its inception, with particular emphasis on establishing an evidence-based universal application towards different national and international work contexts. Design/methodology/approach – The study uses a systematic review approach following the stages suggested by Tranfield et al. (2003). Based on empirical data from 62 studies, the authors systematically analyse the application of the JD-R model and queries whether it is applicable outside merely domestic work contexts. Findings – The authors find convincing support for the JD-R model in different national contexts. However, the authors also found an absence of studies employing the JD-R model in cross-national settings. None of the empirical studies in the sample had explicitly considered the international context of today’s work environment or had clearly associated JD-R research with the IHRM literature. Research limitations/implications – Based on the wide acceptance of the JD-R model in domestic work contexts and the increased interest in work-related outcomes such as burnout and engagement in the IHRM literature, the study identifies a gap and suggests future research applying the JD-R model to international work and global mobility contexts. Originality/value – This study is the first to systematically assess the application of the JD-R model in domestic and international work contexts based on a systematic review of empirical literature in the first decade since the inception of the model. The study identifies a lack of internationally focussed JD-R studies and invites further empirical research and theoretical extensions.

Factors influencing customers’ selection of Islamic home financing: a systematic review

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Norhazlina Ibrahim ◽  
Safeza Mohd Sapian
Keyword(s):  
Banking Sector ◽  
Data Extraction ◽  
Research Question ◽  
Past Research ◽  
Theoretical Development ◽  
Future Research ◽  
Reporting Standard ◽  
Content Type ◽  
Research Fields ◽  
Factors Influencing

Purpose This study, using systematic literature review (SLR) aims to highlight and summarise current studies on the factors influencing customers’ Islamic home financing (IHF) selection and Islamic banking product preference, which has gained popularity within the banking sector over the past three decades. The SLR could map evolution and research fields, recommend a particular categorisation and determine primary issues to demonstrate current trends, future research directions and theoretical development. Design/methodology/approach The SLR was performed with a four-step reporting standard for the systematic evidence syntheses review method (research question formulation, systematic searching, quality assessment and data extraction) using 33 screened articles between 2008 and 2020 from two primary databases (Scopus and Web of Science) and one supporting database (Google Scholar). Findings The resulting factors could be categorised into four primary themes: consumer behaviour, consumer attributes, bank attributes and bank attributes (Islamic). The themes were subsequently divided into 16 sub-themes. Notably, all the factors proved essential for consumers’ evolving preferences and product competitiveness in the market. Research limitations/implications This study encountered two limitations based on database selection and research period. Practical implications This SLR aimed to offer useful insights into the factors that should be prioritised by financial institutions for marketing approaches by investigating consumer behaviours. Originality/value This study pioneered an SLR on the study area for useful insights into the current research limitations and recommendations on future study directions. Specifically, the study method facilitated critical discussions and comparisons to past research outcomes and objectivity with triangulation from distinct perspectives.

scholarly journals Takāful demand: a review of selected literature

2020 ◽  
Vol 12 (3) ◽  
pp. 443-455
Author(s):  
Maizaitulaidawati Md Husin ◽  
Razali Haron
Keyword(s):  
Systematic Review ◽  
Past Research ◽  
Research Direction ◽  
Future Research ◽  
Review Of Literature ◽  
Content Type ◽  
Develop Market ◽  
Islamic Insurance ◽  
Published Research ◽  
Practical Implications

Purpose This paper aims to provide a systematic review of literature on the demand for takāful (Islamic insurance) from articles published from January 2009 to June 2019. The review aims to synthesise and segment previously published research to identify the gaps and provide future research direction. Design/methodology/approach A systematic review of the literature was conducted. Past research was analysed, and content comparisons based on research focus, context and methodology were evaluated. Findings It was found that not much has been written and published on takāful demand in quality journals. The first two articles were published in 2009, but it was only in 2017 that coverage of the topic rapidly expanded. Although no article was found to have been published in 2018 on takāful demand, there was one published article on the topic in 2019. This paper also found that not much attention has been given to takāful demand from the corporate sector. Research limitations/implications The defined rule for document searching and selection excluded out-of-scope documents that might be relevant. Furthermore, as this paper concentrates exclusively on articles published in English journals, the possibility that other relevant works do appear elsewhere in a different language is not denied. Practical implications Factors determining takāful demand are provided, and general directions are discussed, which managers can use to develop market share further. Originality/value Such an extensive review of literature on takāful demand has not been done before. Other than revealing ambiguities, gaps and contradictions in the literature, this paper sketches an avenue for further research. It also provides information and guidance for other researchers wishing to embark on research on takāful demand.

Sources and categories of well-being: a systematic review and research agenda

2020 ◽  
Vol 31 (1) ◽  
pp. 1-33
Author(s):  
Arafat Rahman
Keyword(s):  
Systematic Review ◽  
Research Agenda ◽  
Empirical Studies ◽  
Well Being ◽  
Service Research ◽  
Future Research ◽  
Unified Framework ◽  
Content Type ◽  
Future Research Agenda ◽  
Subjective Appraisals

PurposeThe purpose of this paper is to identify the sources and categories of well-being from the transformative service research (TSR) domain. The paper also aims to offer a unified framework of sources and categories of well-being and several future research agenda.Design/methodology/approachA systematic literature review method is applied to address the study aims. A three-phase approach has been applied, which produced a total of 70 peer-reviewed empirical studies for the review.FindingsThe analysis has identified five major sources and their underlying sub-sources of well-being. The major sources are organization-, individual-, collective-, service system-, and situation-driven sources. The findings further identified two major categories or well-being showing the capacity and functioning, and subjective appraisals of life conditions. The identified sources and categories of well-being develop a unified framework showing a simplistic path or relations between the sources and the categories.Research limitations/implicationsThe paper offers several research agenda explaining what source-related issues can be addressed for enhancing well-being for various entities. It also adds a proposed schema and research questions for examining the possible relations and influences between the sources of well-being and social well-being of individuals.Practical implicationsPractitioners can get important insights about the matters over which they have little or no control such as the activities, motives and processes that take place in individuals' and collectives' spheres and mechanisms of supports in social networks.Originality/valueThe paper is the first to offer a systematic review on the empirical studies of the TSR domain identifying a comprehensive list of sources and categories of well-being and a resulting unified framework and research agenda.

scholarly journals A systematic review of the characteristics and needs of older prisoners

2020 ◽  
Vol 10 (4) ◽  
pp. 253-276
Author(s):  
Dean Wilkinson ◽  
Laura Caulfield
Keyword(s):  
Systematic Review ◽  
Older People ◽  
Selection Process ◽  
Final Analysis ◽  
Evidence Base ◽  
Future Research ◽  
Care Needs ◽  
Content Type ◽  
Older Prisoners ◽  
Search And Selection

Purpose The purpose of this paper is to review and understand what the existing evidence base concludes about the needs of this population. The older prisoner population is growing faster than the older general population and placing a strain on prisons. Much of the existing literature focusses on the health-care needs of, or in-prison initiatives for, older prisoners. Typically, these are responsive and lacking an evidence-based understanding of the characteristics and needs of this group. Design/methodology/approach This paper presents a systematic review of the existing literature on the needs and characteristics of older people in contact with the criminal justice system. After a thorough search and selection process, 21 papers, from 2002 onwards, were included in the final analysis. The review process was structured through (People, Intervention/Exposure, Comparison, Outcome) and reported using (Preferred Reporting Items for Systematic Reviews and Meta-Analyses). Findings The contradictions within the existing evidence base make it difficult to reach firm conclusions about the needs and characteristics of older prisoners. What is clear from the existing research are the relatively high levels of need. There is also some consensus that where older people commit homicide, the victim is likely to be an intimate partner. Overall, there is a need for consistent recording and reporting of characteristics and demographics and more systematic study design. Originality/value This paper has highlighted the key findings and limitations in the existing literature. Future research should make use of secondary official data sources to provide a clearer understanding of the characteristics of this group, their routes to prison, their needs and challenges they present.

Consumer cosmopolitanism in international marketing research: a systematic review and future research agenda

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Anna Makrides ◽  
Olga Kvasova ◽  
Alkis Thrassou ◽  
Elias Hadjielias ◽  
Alberto Ferraris
Keyword(s):  
Systematic Review ◽  
International Marketing ◽  
Marketing Research ◽  
Research Area ◽  
Future Research ◽  
Journal Articles ◽  
Knowledge Gaps ◽  
Systematic Analysis ◽  
Content Type ◽  
Future Research Agenda

PurposeThe purpose of this study is to systematically collate and scrutinize the state of the art on consumer cosmopolitanism (CCOS) from an international marketing perspective and to provide a foundation for future research on the subject matter to proliferate and prosper.Design/methodology/approachA systematic review of the extant literature was conducted focusing on peer-reviewed journal articles published in major marketing, international business and management journals.FindingsA systematic analysis of 44 journal articles shows that CCOS research is a rapidly growing research stream in the international marketing field. However, at the same time, the results reveal a lack of coherent and consistent conceptual underpinning, conflicting empirical findings regarding the profile and behavior of cosmopolitan consumers, persisting knowledge gaps, as well as methodological and contextual weaknesses.Originality/valueThis paper is the first to consolidate the pertinent literature on CCOS. In doing so, it provides a roadmap for future research with reference to theory, context and methodology based on the research inconsistencies and knowledge gaps identified, contributing toward the development of this research area.

The transpiring journey of customer engagement research in marketing

2016 ◽  
Vol 54 (8) ◽  
pp. 2008-2034 ◽  
Author(s):  
Jamid Ul Islam ◽  
Zillur Rahman
Keyword(s):  
Systematic Review ◽  
Developed Countries ◽  
Research Area ◽  
Customer Engagement ◽  
Future Research ◽  
Extensive Literature ◽  
Content Type ◽  
Customer Base ◽  
Current Scenario ◽  
Definition Of

Purpose To understand how customer engagement has been researched in the last decade, the purpose of this paper is to provide a systematic review of customer engagement research in the existing literature, derive a comprehensive definition of customer engagement and summarize few important and basic issues that future research should address. Design/methodology/approach An extensive literature review was carried out on customer engagement spread over 38 journals identified from online academic databases of Scopus, Emerald, EBSCOS and Science Direct. A total of 66 conceptual and empirical articles on customer engagement research spanning from 2005 to 2015 were analyzed based on different classification schemes. Findings Customer engagement is becoming a key concept in marketing. Customer engagement is a multi-dimensional concept comprising of cognitive, emotional, behavioral and social dimensions. The theoretical foundations of this concept predominantly lie with relationship marketing and service-dominant logic. Research on customer engagement has gained a significant pace in the last six years (2010-2015) but most of the articles on customer engagement have come from developed countries. Research limitations/implications By providing the distribution schema of customer engagement articles based on different criteria and by highlighting the future research avenues, this study is believed to serve as a valuable tool for researchers to understand the current scenario of customer engagement research in the marketing discipline and take this research area forward. This study acknowledges limitations with respect to its exclusive search criteria, which might affect its generalizability. Practical implications This study exhibits the favorable outcomes organizations can derive by building and managing an engaged customer base. The more an organization knows about how to engage its customers, the better adept it will be to enact so. Therefore, understanding customer engagement is imperative in that regard; this review will help organizations comprehend that better. Originality/value This is the first systematic review of customer engagement that provides a detailed understanding of the current state of customer engagement research on a single platform and also draws a comprehensive customer engagement conceptualization.

Self-regulatory focus and advertising effectiveness

2015 ◽  
Vol 33 (4) ◽  
pp. 612-632 ◽  
Author(s):  
Wei Shao ◽  
Debra Grace ◽  
Mitchell Ross
Keyword(s):  
Regulatory Focus ◽  
Online Survey ◽  
Marketing Research ◽  
Past Research ◽  
Goal Orientations ◽  
Advertising Effectiveness ◽  
Future Research ◽  
Promotion Focus ◽  
Content Type ◽  
Processing Styles

Purpose – The purpose of this paper is to examine the dynamics of self-regulatory focus (SRF) in the context of advertising effectiveness pertaining to rational vs emotional appeals. Past research has dichotomized self-regulatory (SR) foci (i.e. prevention or promotion) on the basis of an individual’s so-called “chronic” orientation, i.e. high or low prevention focus; high or low promotion focus. However, psychological theorists purport that SRF is orthogonal and, thus, various combinations of both foci are evident in any given population. Design/methodology/approach – A two (rational appeal vs emotional appeal)×two (utilitarian product vs hedonic product) experimental design was used. Data was collected via an online survey instrument which included the stimulus advertisements (experimental manipulations) and the relevant independent (SRF) and dependent measures (advertising effectiveness). Findings – The findings of this study support application of regulatory focus theory (RFT) as an appropriate framework to study consumer behaviour and as a mechanism by which to segment consumers. However, past advertising research has predominantly examined consumer’s “chronic” foci (i.e. prevention and promotion). This study found that consumers can adopt various combinations of information processing styles and goal orientations and cannot be boxed into dichotomous categories based on either a prevention of promotion focus. As such, the findings reveal very different conclusions in contrast to previous advertising and marketing research in the SRF area. Originality/value – This study is the first to approach SRF from a quadratic perspective (i.e. involving all SRF combinations). In calling to question the validity of previous findings, this study paves the way for numerous future research opportunities.

Business model innovation: a systematic review and future research directions

2020 ◽  
Vol 12 (4) ◽  
pp. 457-476
Author(s):  
Makhmoor Bashir ◽  
M. Muzamil Naqshbandi ◽  
Rayees Farooq
Keyword(s):  
Systematic Review ◽  
Business Model ◽  
Empirical Studies ◽  
Business Model Innovation ◽  
Future Research ◽  
Content Type ◽  
New Horizons ◽  
Innovation Research ◽  
Future Research Directions ◽  
New Perspective

Purpose The purpose of this paper is to systematically analyze the literature on business model innovation by identifying its triggers, enablers, barriers, dimensions, outcomes and highlight avenues for future research. Design/methodology/approach A systematic literature review of papers on business model innovation was conducted based on the recommendations of Tranfield et al. (2003) from 2000–2019. A total of 70 conceptual and empirical studies on business model innovation research spanning from 2000 to 2019 were analyzed based on different classification schemes. Findings The systematic review approach of this paper offers a new perspective in understanding business model innovation, bridges the gap in the extant literature by providing consolidation regarding the triggers, enablers, barriers, dimensions and outcomes of business model innovation and indicating avenues for future research. Research limitations/implications A review of literature on business model innovation carried out in this paper is expected to open up new horizons for future researchers to develop and empirically test frameworks related to business model innovation. The five themes identified to shed light on important aspects of business model innovation. These themes are expected to not only strengthen the theoretical foundations of business model innovation but also help practitioners develop and implement business model innovations in their organizations. In particular, the themes related to the enablers, barriers, triggers and outcomes of business model innovation can provide useful insights for practitioners. Originality/value This study is the first of its kind that has provided consolidation regarding the triggers, enablers, barriers, dimensions and outcomes of business model innovation.

scholarly journals A systematic review of circular economy research in the construction industry

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Oluyomi A. Osobajo ◽  
Adekunle Oke ◽  
Temitope Omotayo ◽  
Lovelin Ifeoma Obi
Keyword(s):  
Systematic Review ◽  
Construction Industry ◽  
Circular Economy ◽  
Research Question ◽  
Methodological Approach ◽  
Future Research ◽  
Comprehensive Overview ◽  
Research Directions ◽  
Content Type ◽  
Future Research Directions

PurposeWhile circular economy (CE) is fast becoming a political and economic agenda for global urban development, there are still substantial knowledge gaps in possible strategies to speed up such transition, especially in the construction industry. This study analyses literature surrounding CE to unpack current trends possible future research directions to foster CE implementation in the construction industry.Design/methodology/approachThe study undertakes a systematic review of CE literature published between 1990 and 2019. It adopts a five-stage procedure as a methodological approach for the review: formulation of the research question(s), locating and identifying relevant studies, selection and evaluation of studies, analysis or synthesis and results reporting.FindingsThe findings on CE research in the construction industry show extensive focus on resource use and waste management. There are limited investigations in other areas of construction such as supply chain integration, building designs, policy, energy efficiency, land use, offsite manufacturing, whole life costing, and risk, cost reduction, cost management, health and safety management. The study findings provide evidence that current CE practice fails to incorporate other areas that would facilitate the network of true circular construction industry.Originality/valueThis research provides a comprehensive overview of research efforts on CE in the construction context, identifying areas of extensive and limited coverage over three decades. Besides, it identifies possible pathways for future research directions on CE implementation, towards the accelerated transition to a true circular construction industry for the benefit of funding bodies and researchers.

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