Purpose The purpose of this paper is to consider a broadened suite of paradigmatic lenses
to help better understand customer engagement during and beyond COVID-19. During this …

In a short period of time, COVID-19 has overwhelmed lives and livelihoods around the
globe. For vulnerable individuals and the customer teams that serve them, it has also forced …

Purpose The unprecedented dynamics of the COVID-19 pandemic has forced firms to re-
envision the customer experience and find new ways to ensure positive service encounters …

Purpose This paper aims to propose that the literature on customer engagement has
emphasized the benefits of customer engagement to the firm and, to a large extent, ignored …

The relationships between a firm and its customers are ever evolving, with growing
opportunities to connect to other customers and firms through social media and mobile …

With more than 1 million hits on Google and even an extensive review on Wikipedia,
customer engagement has become a common buzzword. Market research companies have …

The conceptual framework proposed herein reveals how firms might establish a human
experience focus, using both systematized and non-systematized knowledge to identify …

Considerable managerial and academic interest has made engagement a key priority in
marketing and service research, spurring a rapidly increasing body of literature on this topic …

Purpose The aim of this paper is to encourage service researchers to consider the long-term
or permanent impact of the coronavirus-2019 (COVID-19) on services, service delivery …

Purpose The current service landscape is increasingly dynamic, and consumers'
engagement in market-related behavior is constantly changing. Developments in technology …