Customer Engagement Behaviors
Introduction
Rachel Hochstein seeks unpublished work on electronic customer engagement and firm performance outcomes
Dear colleagues:
I am currently working on a meta-analysis on the effect of different types of electronic customer engagement on firm performance outcomes.
- Electronic customer engagement is any virtual contribution by a customer to a firm’s marketing efforts, either positive or negative. It includes items such as reviews, likes, posts, tweets, electronic participation in new product development, shares, customer-to-customer support, and referrals – though it is not limited to these categories.
- Firm performance outcomes can include sales, sales rank, time to market in NPD, purchase intentions, or stock performance.
Currently, I am looking for working papers and/or unpublished work that has a form of customer engagement as an independent variable and firm performance related outcomes as a dependent variable. If you would be willing to share your results in this area it would be greatly appreciated.
If you happen to know of any colleagues who are researching the impact of customer engagement on firm performance, please pass this notice along.
Please send all papers to reh13@my.fsu.edu by October 19th.
Thank you in advance for your help.
Rachel Hochstein
PhD student at Florida State University
reh13@my.fsu.edu