Employing a Relationship Perspective to Determine Customer Engagement Value in Service Contexts
We test whether consumers’ relational models for a service firm structure how consumers engage with the firm, thus generating different types of customer engagement value for the firm. Our research is grounded in Alan P. Fiske’s (1991) Relational Models Framework and Kumar et al.’s (2010) typology of customer engagement value.
Velitchka Kaltcheva, Anthony Patino , Dennis Pitta, and Michael Laric (2015) ,"Employing a Relationship Perspective to Determine Customer Engagement Value in Service Contexts", in NA - Advances in Consumer Research Volume 43, eds. Kristin Diehl , Carolyn Yoon, and , Duluth, MN : Association for Consumer Research, Pages: 791-791.
Velitchka Kaltcheva, Loyola Marymount University, USA
Anthony Patino , University of San Francisco, USA
Dennis Pitta, University of Baltimore, USA
Michael Laric, University of Baltmore, USA
NA - Advances in Consumer Research Volume 43 | 2015
Changes in Social Values in the United States – 1976-2017: Is a New Age of Tribalism Emerging?
Eda Gurel-Atay, Independent Researcher
Johnny Chen, University of Oregon, USA
Wang Suk Suh, University of Oregon, USA
Lynn R. Kahle, University of Oregon, USA
Both Good from Afar…and Far from Good? Mental Representation Changes Consumer Preference for Products from a Brand with a Reputation for Innovativeness
Jeff Larson, Brigham Young University, USA
Kelly Goldsmith, Vanderbilt University, USA
BJ Allen, University of Arkansas, USA
Bundle Variety and Preference: A Neuromarketing Study Using Event-Related Potentials
Ruyi Qiu, Tsinghua University
Xiaoang Wan, Tsinghua University