S-D logic-informed customer engagement: Integrative framework, revised fundamental propositions, and application to CRM

• Main Authors: HOLLEBEEK, Linda D., SRIVASTAVA, Rajendra K., CHEN, Tom
• Format: text
• Language: English
• Published: Institutional Knowledge at Singapore Management University 2019
• Subjects: CRM; Conceptual framework; Revised FPs; Customer engagement; S-D logic; service-dominant logic; Marketing; Sales and Merchandising
• Online Access: https://ink.library.smu.edu.sg/lkcsb_research/5787; https://ink.library.smu.edu.sg/context/lkcsb_research/article/6786/viewcontent/S_DLogic_2016.pdf
• Institution: Singapore Management University

Research addressing the micro-foundational theoretical entity of customer engagement (CE) has proliferated in recent years. In parallel, the macro-foundational theory of service-dominant (S-D) logic is thriving. While the fit of CE/S-D logic has been recognized, insight into this theoretical interfa...