Customer Engagement and Organizational Performance for Sustainability
A special issue of Sustainability (ISSN 2071-1050).
Deadline for manuscript submissions: closed (30 June 2021) | Viewed by 7427
Special Issue Editors
Interests: customer engagement; services marketing; business-to-business relationships; consumer behavior and corporate social responsibility
Interests: sustainability; marketing; services; customer engagement; consumer behavior
Special Issues, Collections and Topics in MDPI journals
Special Issue Information
Dear Colleagues,
Customer engagement (CE) has received substantive research attention from both academics and practitioners due to its potential to drive higher organizational performance (e.g., Kumar and Pansari, 2016; Leckie, Nyadzayo, and Johnson, 2016; 2019; Pansari and Kumar, 2017). CE refers to “a customer’s motivationally-driven, volitional investment of focal operant resources (including cognitive, emotional, behavioral and social knowledge and skills), and operant resources (e.g., equipment) into brand interactions (Hollebeek, Srivastava, and Chen, 2019, p. 167)”. Customers with heightened engagement with brands are motivated to invest more resources into interactions and co-create value with the brands. Customer psychological engagement (vigor, dedication and absorption) can manifest, beyond economic transactions, into engagement behaviors with a brand or organization focus (Dwivedi, 2015; Leckie, Nyadzayo, and Johnson, 2018).
Despite the growth in CE research, studies which extend the CE concept and its impact on organizational performance in the sustainability context remain sparse. The purpose of this Special Issue is to understand how concepts and theories related to customer engagement and organization performance can be applied in various sustainability contexts. Conceptual, qualitative, and empirical papers are welcomed. Topics of interest to this Special Issue include but are not limited to the following:
- Customer engagement and organizational performance for sustainability
- Customer brand engagement and brand loyalty in a green brand context
- Customer engagement and outcomes of sustainable consumption
- Customer engagement and corporate social responsibility of organizations
- Customer engagement in the context of non-profit organizations
- How do different stakeholders (e.g., customers, firms and other customers) manage their engagement to co-create value for themselves and society?
- What are the intended (or unintended) consequences of stakeholder engagement in the context of sustainability?
- What are the key drivers and outcomes of customer engagement in the context of sustainability?
References:
Dwivedi, A. (2015). A higher-order model of consumer brand engagement and its impact on loyalty intentions. Journal of Retailing and Consumer Services, 24, 100-109.
Hollebeek, L. D., Srivastava, R. K., & Chen, T. (2019). SD logic–informed customer engagement: integrative framework, revised fundamental propositions, and application to CRM. Journal of the Academy of Marketing Science, 47(1), 161-185.
Kumar, V., & Pansari, A. (2016). Competitive advantage through engagement. Journal of Marketing Research, 53(4), 497-514.
Leckie, C., Nyadzayo, M. W., & Johnson, L. W. (2016). Antecedents of consumer brand engagement and brand loyalty. Journal of Marketing Management, 32(5-6), 558-578.
Leckie, C., Nyadzayo, M. W., & Johnson, L. W. (2018). Promoting brand engagement behaviors and loyalty through perceived service value and innovativeness. Journal of Services Marketing, 31(1), 70-82.
Leckie, C., Nyadzayo, M. W., & Johnson, L. W. (2019). Customer engagement and organizational performance: a service-dominant logic perspective. In Handbook of Research on Customer Engagement. Edward Elgar Publishing.
Pansari, A., & Kumar, V. (2017). Customer engagement: the construct, antecedents, and consequences. Journal of the Academy of Marketing Science, 45(3), 294-311.
Dr. Civilai Leckie
Prof. Dr. Lester Johnson
Dr. Daniel Rayne
Guest Editors
Manuscript Submission Information
Manuscripts should be submitted online at www.mdpi.com by registering and logging in to this website. Once you are registered, click here to go to the submission form. Manuscripts can be submitted until the deadline. All submissions that pass pre-check are peer-reviewed. Accepted papers will be published continuously in the journal (as soon as accepted) and will be listed together on the special issue website. Research articles, review articles as well as short communications are invited. For planned papers, a title and short abstract (about 100 words) can be sent to the Editorial Office for announcement on this website.
Submitted manuscripts should not have been published previously, nor be under consideration for publication elsewhere (except conference proceedings papers). All manuscripts are thoroughly refereed through a single-blind peer-review process. A guide for authors and other relevant information for submission of manuscripts is available on the Instructions for Authors page. Sustainability is an international peer-reviewed open access semimonthly journal published by MDPI.
Please visit the Instructions for Authors page before submitting a manuscript. The Article Processing Charge (APC) for publication in this open access journal is 2400 CHF (Swiss Francs). Submitted papers should be well formatted and use good English. Authors may use MDPI's English editing service prior to publication or during author revisions.
Keywords
- customer engagement
- organizational performance
- brand outcomes sustainability
- green consumption
- sustainable consumption
- corporate social responsibility
