Autoren: |
Małgorzata
Kieżel
Uniwersytet Ekonomiczny w Katowicach Joanna Wiechoczek Uniwersytet Ekonomiczny w Katowicach |
Schlüsselbegriffe: | behawioralne zaangażowanie klientów media społecznościowe komunikacja konsumentów z firmami i markami |
Veröffentlichungsdatum der gesamten Ausgabe: | 2016 |
Seitenanzahl: | 12 (153-164) |
Klasyfikacja JEL: | M30 |
1. | Bijmolt, T.H.A., Leeflanf, P.S.H., Block, F., Eisenbeiss, M., Hardie, B.G.S., Lemmens, A., Saffert, P. (2010). Analytics for Customer Engagement. Journal of Service Research, 13, 3, 341–356. |
2. | Bowden, J.J. (2009). The Process of Customer Engagement – A Conceptual Framework. Journal of Marketing Theory, 17, 1, 63–74. |
3. | CBOS (2015). Internauci 2015. Pobrane z: http://www.cbos.pl/SPISKOM.POL/2015/K_090_15.PDF (12.01.2016). |
4. | Doorn van, J., Lemon, K.N., Mittal, V., Nass, S., Pick, D., Pirner, P., Verhoef, P.C. (2010). Customer Engagement Behavior: Theoretical Foundations and Research Directions. Journal of Service Research, 13, 3, 253–266. |
5. | Drengner, J., Jahn, S., Furchheim, P. (2013). Customer Engagement-Praktiken auf Social Networking-Plattformen und deren Bedeutung für die Kundenintegration. W: M. Bruhn, M. Hadwich (red.), Dienstleistungsmanagement und Social Media – Potenziale, Strategien und Instrumente (s. 217–238). Wiesbaden: Springer Gabler. |
6. | Hollebeek, L.D. (2011). Exploring Customer Brand Management – Definition and Themes. Journal of Strategic Marketing, 19, 7, 555–573. |
7. | Jaakkola, E., Alexander, M. (2014). The Role of Customer Engagement Behavior in Value Co-Creation: A Service System Perspective. Journal of Service Research, 17, 3, 247–261. |
8. | Kieżel, M., Wiechoczek, J. (2016). Internet-based Marketing Tools for Customer Engagement Management. Venice: The proceedings of the International Marketing Trends Conference 2016. |
9. | Kotler, Ph. (1991). Marketing Management. Englewood Cliffs: Prentice Hall. |
10. | Matos de, C.A., Rossi, V. (2008), Word-of-Mouth Communications in Marketing: A Meta- -Analytic Review of the Antecedents and Moderators. Journal of the Academy of Marketing Science, 36, 4, 578–596. |
11. | Patterson P., Yu, T., Ruyer de, K. (2006). Understanding Customer Engagement in Services, Advancing Theory, Maintaining Relevance. Brisbane: Proceedings of ANZMAC 2006 conference. |
12. | Rupik, K. (2015). Customer Engagement Behaviour in the Fashion Industry. International Conference on Marketing and Business Development Journal, I, 1, 338–346. |
13. | Verhoef, P.C., Reinartz, W.J., Krafft, M. (2010). Customer Engagement as a New Perspective in Customer Management. Journal of Service Research, 13, 3. |
14. | Vivek, S.D., Beatty, S.E., Morgan, R.M. (2012). Customer Engagement – Exploring Customer Relationships Beyond Purchase. Journal of Marketing Theory and Practice, 20, 2, 127–145. |