Customer Engagement as a New Perspective in Customer Management
提出客户参与是客户管理领域的重要新发展，将其定义为超越交易的品牌或企业行为表现，并构建了前因、障碍及企业后果的概念模型。
Since 2000, customer management (CM) research has evolved and has had a significant impact on the marketing discipline. In an increasingly networked society where customers can interact easily with other customers and firms through social networks and other new media, the authors propose that customer engagement is an important new development in CM. Customer engagement is considered as a behavioral manifestation toward the brand or firm that goes beyond transactions. The authors propose a conceptual model of the antecedents, impediments, and firm consequences of customer engagement and relate this model to seven articles appearing in the special issue on customer engagement.