Customer engagement through omnichannel retailing: The effects of channel integration quality

Lee, Zach W. Y.; Chan, Tommy K. H.; Chong, Alain Yee‐Loong; Thadani, Dimple R.

doi:10.1016/j.indmarman.2018.12.004

Cited by 245 publications

(350 citation statements)

References 60 publications

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“…Some prior studies have attempted to explain that service quality is related to customer engagement (Lee et al, 2018, Roy et al, 2018a, Roy et al, 2018b, Verleye et al, 2013. Customer engagement refers to emotional bonding with a brand or medium which leads to more interaction with the object (Thakur, 2018).…”

Section: Service Quality and Customer Engagementmentioning

confidence: 99%

“…According to some previous studies, customer engagement may influence customer loyalty (Chen and Rahman, 2017, Prentice et al, 2019, Roy et al, 2018b, Lee et al, 2018. Prentice et al (2019) have examined the relationship between social identification, customer engagement and purchase intention of a social community.…”

Section: Customer Engagement and Customer Loyaltymentioning

confidence: 99%

See 1 more Smart Citation

Service quality, religiosity, customer satisfaction, customer engagement and Islamic bank’s customer loyalty

Abror

Patrisia

Engriani

et al. 2019

JIMA

136

111

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Journal of Islamic Marketing SERVICE QUALITY, RELIGIOSITY, CUSTOMER SATISFACTION, CUSTOMER ENGAGEMENT AND ISLAMIC BANK'S CUSTOMER LOYALTY ABSTRACT PurposeThis study investigates the influential factors of customer loyalty to Islamic Bank, namely service quality, customer satisfaction, customer engagement and religiosity. Design/methodology/approachThis study is a survey of 335 Islamic bank customers in West Sumatra Indonesia. This research deployed purposive sampling and analyzed the data by using Covariance Based Structural Equation Modelling (CB-SEM). Findings Service quality has a positive and significant impact on customer satisfaction. Religiosity has a significant and negative moderating impact on the service quality-customer satisfaction relationship. Service quality has no significant influence on customer loyalty. Customer satisfaction is a significant antecedent of customer engagement and loyalty. Finally, customer engagement has a significant and positive effect on customer loyalty. Research limitations/implicationsThis study is a combination of cross-sectional and a single country case. Accordingly, the results may not be representative of other countries. Similar studies in longitudinal data collection and conducted in other countries (e.g., ASEAN countries) would therefore be worthwhile. Some antecedents of customer loyalty have been neglected in this study (e.g., customer value co-creation and customer commitment), hence, the future study may investigate those factors. Practical implicationsBy considering these Islamic banks' antecedents, the Islamic banks might enhance their customer loyalty. Second, this study has revealed the moderating role of religiosity in a loyalty relationship. Therefore, it will give insights for the Islamic bank managers in decision making. Originality/valueThis study has revealed the moderating role of religiosity on the link between service quality and customer satisfaction in Islamic bank which is neglected in the previous studies. The customers with high religiosity will have a higher standard of satisfaction and demand a better service quality than the customers with low religiosity. This study has also examined the relationship between service quality, religiosity, customer satisfaction, customer engagement and loyalty as a whole which have been limited previously.

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Section: Service Quality and Customer Engagementmentioning

confidence: 99%

Section: Customer Engagement and Customer Loyaltymentioning

confidence: 99%

Service quality, religiosity, customer satisfaction, customer engagement and Islamic bank’s customer loyalty

Abror

Patrisia

Engriani

et al. 2019

JIMA

136

111

View full text Add to dashboard Cite

show abstract

“…However, despite the potential for B2B service firms to embrace these dual platforms in an integrated manner, namely offering the customer a seamless, coordinated and integrated customer experience, the literature does tend to indicate that firms have found attaining this outcome extremely challenging (e.g. Lee et al, 2019). Despite the advances in our understanding of omni-channels that advocate the need to interact with the customer in a coordinated and seamless manner it is still unclear how having dual online and offline channels in a B2B service setting can be integrated to attain optimal relational outcomes.…”

Section: Introductionmentioning

confidence: 99%

Social and technical chains-of-effects in business-to-business (B2B) service relationships

Kingshott

Sharma

Nair

2020

EJM

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Purpose This paper aims to combine the social–technical systems and social exchange theories with the resource-based view of the firm, to investigate how business-to-business (B2B) service firms manage their social and technical resources to manage customer relationships. Design/methodology/approach An online survey-based study with 321 managers working in Australian small and medium (SME) firms is used to test hypotheses about the sequential and substitutional impact of four social and technical resources (service quality, satisfaction, trust and commitment) on customer loyalty, using both offline and online platforms. Findings The findings show that both social and technical chains of effects are viable channels for B2B service firms to build customer loyalty; however, mixing of both social and technical resources results in the weakening of both these chains. Research limitations/implications The results based on B2B service relationships between Australian SME firms and their banks may not be generalizable to other contexts. Practical implications This research would help managers in B2B service firms understand the pitfalls of combining their social and technical resources because it may hamper their ability to build customer loyalty. Hence, they need to learn how to synergize their marketing resources across both offline and online platforms to achieve optimal results. Originality/value This research introduces social and technical chains of effects as a novel way to examine the ability of B2B service firms to optimize their social and technical resources in a synergistic manner to build and nurture stronger customer relationships.

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“…Hence, there exists innovation solutions where customers' purchase experience is enhanced tremendously i.e. from improved customer engagements to advanced technology enhancement which includes delivery in terms of utilizing technology to initiate self-services [3], [32] customer care services [33], [34] and also big data analytics [35] in this wonderful world of internet.…”

Section: A the Roots Of Customer Experience And Its Developmentsmentioning

confidence: 99%

Way to Go: Mirroring Real Experiences of the Escape Rooms

2019

IJITEE

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Over the last decade, escape rooms have taken the entertainment industry by storm. Contenders sign up willingly, to be virtually locked up in unfamiliar rooms, with the understanding that they are in for an adventure of unravelling clues, puzzles and riddles as the clock ticks on them. While this phenomenon takes entertainment to the next level, the presence of escape rooms is extremely challenging in terms of continually catering to the appetites of a varied customer base. There are existing frameworks which touch on customer services, but unfortunately, none on this trade, which in fact, requires a lot of attention to ensure continuous growth and long term sustainability. This paper is an effort made to review our customers’ experiences in our escape rooms in Malaysia, to determine the constructs that are fundamental to enhancing customer experience in escape rooms in Malaysia. In addition, it functions to improve and design games suitable to their needs and most important for their frequent comebacks. This research was carried out in two establishments situated in Klang Valley, Malaysia. There were twenty contenders and they have met the criteria of at least a one-time involvement in the game. The study is qualitative in nature and it is advocated by using the sequential incident technique to excavate the customers’ perceptions which could be the base of our future Malaysian escape games. The analysis utilized is thematic and the results unearthed fifteen determinants in which nine are closely mirrored to the goaldirected behaviour model. The research benefits the discipline of customer experience mapping in this unique industry and the future escape room designs and enhancement for our escape rooms’ entrepreneurs.

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Customer engagement through omnichannel retailing: The effects of channel integration quality

Cited by 245 publications

References 60 publications

Service quality, religiosity, customer satisfaction, customer engagement and Islamic bank’s customer loyalty

Service quality, religiosity, customer satisfaction, customer engagement and Islamic bank’s customer loyalty

Social and technical chains-of-effects in business-to-business (B2B) service relationships

Way to Go: Mirroring Real Experiences of the Escape Rooms

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