作　　者： ; ;

机构地区： 中山大学管理学院

出　　处： 《管理评论》 2014年第5期111-119,共9页

摘　　要： 近年来顾客融入行为日益受到企业界和学术界的关注,越来越多的学者加入到该主题的讨论当中。但关于顾客融入行为的涵义与维度、影响因素与产生结果尚未得到一致认同。本文通过在线数据库从40多种期刊中获得500多篇跨度近三十年的学术文献,每篇文献按照其科学性与权威性原则进行筛选,最后对引用率高、期刊影响因子大的90余篇文章进行全文阅读,并按照顾客融入涵义与维度、前因变量与结果变量以及与共创价值的关系进行界定与分类。本文认为顾客融入行为是一种顾客购买行为之外的一种行为,其前因变量包括顾客、企业和环境三个层面,结果变量包括企业与顾客两个层面,顾客融入行为是一种共创价值的过程。研究结果对于丰富顾客管理理论,改变企业商业模式具有较强的理论意义与现实意义。 Recently,customer engagement behavior has attracted increasingly more attention from enterprises and academe. More and more researchers have joined the discussions of this topic,but they have not reached an agreement on the definition and dimensions,antecedents and consequences of customer engagement. Given this fact,this paper intends to make up this gap through literature reviews. From online academic databases,more than 500 papers published between 1985 and 2013 on more than 40 journals are collected. Each paper is selected according to scientific and authoritative principles. More than 90 papers are identified,reviewed and categorized on definition and dimensions,antecedents and consequences of customer engagement and the relationship between customer engagement and co-creation value. The paper indicates that customer engagement is a behavior beyond customer purchase,its antecedents include three dimensions and consequences include two dimensions,and it is a process of co-creation value. Findings of this paper meaningful both theoretically and practically in that they can enrich the customer management theories and change enterprises' business models.

关 键 词： 顾客融入行为 共创价值 服务主导逻辑 互动导向

领　　域： [经济管理] [经济管理] [经济管理] [经济管理]