Management Decision· 2012Q1
Customer engagement, buyer‐seller relationships, and social media
- 1,367citations
- Q1SCImago
- 2012year
Short summary
This paper introduces a conceptual model of the customer engagement cycle, identifying seven stages (connection, interaction, satisfaction, retention, loyalty, advocacy, engagement) and a customer engagement matrix categorizing relationships into transactional, delighted, loyal, and fans.
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Sign in on the web to openField: Organizational Behavior and Human Resource Management
Organizational Behavior and Human Resource ManagementBusiness, Management and Accounting