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A Study on the Impact of Customer Expertise on Customer Engagement

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Proceedings of the Fourteenth International Conference on Management Science and Engineering Management (ICMSEM 2020)

Part of the book series: Advances in Intelligent Systems and Computing ((AISC,volume 1191))

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.

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Authors and Affiliations

  1. Faculty of Economy and Management, Xi’an University of Technology, Xi’an, 710054, People’s Republic of China

    Jingdong Chen, Jiawei Liu & Mo Chen

Authors
  1. Jingdong Chen
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  2. Jiawei Liu
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  3. Mo Chen
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Corresponding author

Correspondence to Mo Chen .

Editor information

Editors and Affiliations

  1. Business School, Sichuan University, Chengdu, China

    Jiuping Xu

  2. Academy of Sciences of Moldova, Chisinau, Moldova

    Gheorghe Duca

  3. Faculty of Math and Science, Brock University, Hamilton, ON, Canada

    Syed Ejaz Ahmed

  4. ETSI Industriales de Ciudad Real, University of Castile-La Mancha (UCLM), Ciudad Real, Spain

    Fausto Pedro García Márquez

  5. Institute of Control Systems, Azerbaijan Natl Academy of Sciences, Baku, Azerbaijan

    Asaf Hajiyev

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© 2021 The Editor(s) (if applicable) and The Author(s), under exclusive license to Springer Nature Switzerland AG

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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

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