Journal of Northeastern University(Social Science) ›› 2017, Vol. 19 ›› Issue (3): 239-246.DOI: 10.15936/j.cnki.1008-3758.2017.03.004

• Economics and Management • Previous Articles     Next Articles

On Customer Engagement with Its Process and Driving Mechanism Under the Mobile Internet

NING Lian-ju1, LIU Qian1,2   

  1. (1. School of Economics and Management, Beijing University of Posts and Telecommunications, Beijing 100876, China; 2. School of Economics and Management, Henan Institute of Science and Technology, Xinxiang 453003, China)
  • Received:2016-12-26 Revised:2016-12-26 Online:2017-05-25 Published:2017-05-19
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Abstract:

The development of mobile internet application has transferred the enterprise marketing paradigm from product orientation to interactive orientation, and customer engagement has become a new important theme of marketing paradigm research. By combing the dimensions and the forming process of customer engagement, the model of customer engagement was proposed based on the “attitude-behavior” model in the mobile internet, and then the driving mechanism of customer engagement was constructed by an analysis of the influencing factors and the value earnings of customer engagement from the perspectives of customers and enterprises. The driving mechanism research of customer engagement revealed that enterprises' interactive orientation, incentive mechanism and management strategy, and customers' reciprocity, altruistic preference, satisfaction and loyalty directly drive customer engagement, whereas the value earnings of enterprises and customers drive customer engagement in an indirect way.

Key words: customer engagement, customer value, driving mechanism, interactive orientation

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