TY - JOUR
T1 - Business actor engagement
T2 - Exploring its antecedents and types
AU - Ekman, Peter
AU - Röndell, Jimmie G.
AU - Anastasiadou, Elena
AU - Kowalkowski, Christian
AU - Raggio, Randle D.
AU - Thompson, Steven M.
N1 - Funding Information:
Elena Anastasiadou, Peter Ekman, and Jimmie Röndell acknowledge the support of the Swedish Energy Agency (research grant numbers: P41842-1 and P46805-1 ), and Peter Ekman had additional support from the Jan Wallander, Tom Hedelius, and Tore Browaldh Foundation (research grant number: Fh20-0006 ).
Publisher Copyright:
© 2021 The Authors
PY - 2021/8/28
Y1 - 2021/8/28
N2 - Building on recent engagement research, this study contributes to a deepened understanding of business actor engagement (BAE) dimensions that includes both behaviors and emotions. Following a systematic combining approach, this study contextualizes and clarifies BAE. Through an analysis of dyadic data (providing firm and customers), we offer in-depth knowledge of the antecedents and types of BAE. This study identifies engagement disposition combined with engagement connectedness as the antecedents of an engagement initiative's overall BAE. Building on these dynamics, we propose a conceptual BAE framework with a set of testable propositions that links BAE with its proposed antecedents. Finally, we use the empirical and theoretical insights to derive a BAE taxonomy consisting of four types that offers guidance on how to manage customers with different engagement characteristics in practice.
AB - Building on recent engagement research, this study contributes to a deepened understanding of business actor engagement (BAE) dimensions that includes both behaviors and emotions. Following a systematic combining approach, this study contextualizes and clarifies BAE. Through an analysis of dyadic data (providing firm and customers), we offer in-depth knowledge of the antecedents and types of BAE. This study identifies engagement disposition combined with engagement connectedness as the antecedents of an engagement initiative's overall BAE. Building on these dynamics, we propose a conceptual BAE framework with a set of testable propositions that links BAE with its proposed antecedents. Finally, we use the empirical and theoretical insights to derive a BAE taxonomy consisting of four types that offers guidance on how to manage customers with different engagement characteristics in practice.
KW - 512 Business and Management
KW - customer engagement
KW - actor engagement
KW - engagement disposition
KW - engagement connectedness
KW - engagement initiative
KW - valence
UR - http://www.scopus.com/inward/record.url?scp=85113725717&partnerID=8YFLogxK
UR - https://www.mendeley.com/catalogue/91911afa-0072-3b05-af6b-736ed8d382a2/
U2 - 10.1016/j.indmarman.2021.08.009
DO - 10.1016/j.indmarman.2021.08.009
M3 - Article
AN - SCOPUS:85113725717
SN - 0019-8501
VL - 98
SP - 179
EP - 192
JO - Industrial Marketing Management
JF - Industrial Marketing Management
ER -