Abstract
The rapid development of social media and the sharing economy model has gradually improved the expertise of customers. At the same time, it has become more difficult for enterprises to maintain customer loyalty than before. More and more companies have turned to customer engagement. This article introduces the SOR model and builds an impact relationship model of “customer expertise-perceived customer engagement”. Through empirical analysis, it is found that customer perceived value has a positive impact on customer engagement; customer expertise has a positive effect on customer perceived value and customer engagement; perceived value plays an intermediary role in customer expertise and customer engagement. The research results are of great significance for companies to guide the implementation of customer education.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
References
Alba, J.W., Hutchinson, J.W.: Dimensions of consumer expertise. J. Consum. Res. 13(4), 411–454 (1987)
Barrutia, J.M., Gilsanz, A.: Electronic service quality and value: do consumer knowledge-related resources matter? J. Serv. Res. 16(2), 231–246 (2013)
Barrutia, J.M., Paredes, M.R., Echebarria, C.: Value co-creation in econmerce contexts: does produce type matter? Eur. J. Mark. 150(3/4), 442–463 (2016)
Bell, S.J., Eisingerich, A.B.: The paradox of customer education. Eur. J. Mark. 41(5/6), 466–486 (2007)
Brodie, R.J., Hollebeek, L.D., et al.: Customer engagement: conceptual domain, fundamental propositions, and implications for research. J. Serv. Res. 14(3), 252–271 (2011)
Chiu, C.M., Wang, E.T., et al.: Understanding customers’ repeat purchase intentions in B2C e-commerce: the roles of utilitarian value, hedonic value and perceived risk. Inf. Syst. J. 24(1), 85–114 (2014)
Harmeling, C.M., Moffett, J.W., et al.: Toward a theory of customer engagement marketing. J. Acad. Mark. Sci. 45(3), 312–335 (2017)
Hollebeek, L.D., Glynn, M.S., Brodie, R.J.: Consumer brand engagement in social media: conceptualization, scale development and validation. J. Interact. Mark. 28(2), 149–165 (2014)
Itani, O.S., Kassar, A.N., et al.: Value get, value give: the relationships among perceived value, relationship quality, customer engagement, and value consciousness. Int. J. Hosp. Manag. 80, 78–90 (2019)
Jacoby, J., Troutman, T., et al.: Experience and expertise in complex decision making. ACR North American Advances (1986)
Jiang, Y., Balaji, M., Jha, S.: Together we tango: value facilitation and customer participation in Airbnb. Int. J. Hosp. Manag. 82, 169–180 (2019)
Jing, N., Li, D., et al.: A literature reviewof customer engagement. Foreign Econ. Manag. 37(7), 33–45 (2015). (In Chinese)
Kahn, W.A.: Psychological conditions of personal engagement and disengagement at work. Acad. Manag. J. 33(4), 692–724 (1990)
Phillips, W.J., Asperin, A., Wolfe, K.: Investigating the effect of country image and subjective knowledge on attitudes and behaviors: us upper midwesterners’ intentions to consume korean food and visit Korea. Int. J. Hosp. Manag. 32, 49–58 (2013)
Podsakoff, P.M., MacKenzie, S.B., Lee, J.Y., Podsakoff, N.P.: Common method biases in behavioral research: a critical review of the literature and recommended remedies. J. Appl. Psychol. 88(5), 879 (2003)
Vivek, S.D.: A scale of consumer engagement. Ph.D. thesis, University of Alabama Libraries (2009)
Zeithaml, V.A.: Consumer perceptions of price, quality, and value: a means-end model and synthesis of evidence. J. Mark. 52(3), 2–22 (1988)
Zhang, M., Tang, S., Wang, W.: The influence of brand relationship interaction on brand loyalty based on service-dominant logic. Chin. J. Manag. 11(8), 1230 (2014). (in Chinese)
Zhao, X., Cao, Z., Liu, R.: An study on the relationship between service firm’s customer education on customer participation behaviors. Chin. J. Manag. 10, 1648–1657 (2013). (in Chinese)
Author information
Authors and Affiliations
Corresponding author
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2021 The Editor(s) (if applicable) and The Author(s), under exclusive license to Springer Nature Switzerland AG
About this paper
Cite this paper
Chen, J., Liu, J., Chen, M. (2021). A Study on the Impact of Customer Expertise on Customer Engagement. In: Xu, J., Duca, G., Ahmed, S., García Márquez, F., Hajiyev, A. (eds) Proceedings of the Fourteenth International Conference on Management Science and Engineering Management. ICMSEM 2020. Advances in Intelligent Systems and Computing, vol 1191. Springer, Cham. https://doi.org/10.1007/978-3-030-49889-4_21
Download citation
DOI: https://doi.org/10.1007/978-3-030-49889-4_21
Published:
Publisher Name: Springer, Cham
Print ISBN: 978-3-030-49888-7
Online ISBN: 978-3-030-49889-4
eBook Packages: Intelligent Technologies and RoboticsIntelligent Technologies and Robotics (R0)