Customer Engagement into Value Creation: Determining Factors and Relations with Loyalty

Jūratė Banytė · Asta Tarutė · Inga Taujanskytė

32 citations0/0 files storedEngineering Economics

No readable copy stored yet — this record is metadata only.

No open-access location is known for this record yet.

Literature note Cite in a project Citation map

Service and Product Innovation Customer Service Quality and Loyalty Patient Satisfaction in Healthcare

Abstract

The topicality of customer engagement into value creation as a marketing research object has especially grown in the context of current value co-creation studies. The current exploration shows that most works on the topic of customer engagement into value creation have been performed in the case of services. Their analysis reveals that up till now no complex research has been done that would analyse reasons for engagement into value creation of customers of services and all possible intermediate variables of relations between customer engagement into value creation and loyalty. The aim of this article is to substantiate the integrated approach towards customer engagement into value creation identifying its determining factors and relations with loyalty in the case of health care services. The compiled theoretical framework reflects the integrated approach towards service customer engagement into value creation and encompasses two groups of relations between the research constructs. The results of the empirical research show that patients’ engagement into value creation is strongly influenced by communication of a clinic’s doctors, and the other three factors have an average influence. It has been revealed that the influence of patients’ engagement into value creation on attitude loyalty is stronger not in the case of direct impact of patients’ engagement into value creation on loyalty but through intermediate variables. This is based on the research results, which confirm the influence of patients’ engagement into value creation on their satisfaction, trust, and relationship strength of a clinic’s doctors. All the mentioned variables influence patients’ attitude loyalty, and the strongest influence is identified in the case of trust. The influence of patient’s engagement into value creation on behaviour loyalty has not been identified. DOI: http://dx.doi.org/10.5755/j01.ee.25.5.8402

Paper brief

Loading…

Cite this work

Citation unavailable for this work.

BibTeX RIS CSL-JSON

No public copy is stored for this record, so only the metadata is cited.

Citations in this library

Citation map →

Stored only when both papers are in the corpus — 32 citations exist upstream.

References

1994The Commitment-Trust Theory of Relationship Marketing 2003Evolving to a New Dominant Logic for Marketing 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions 2001The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty 2000Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments 1999The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships 2010Customer Engagement Behavior: Theoretical Foundations and Research Directions 2007Managing the co-creation of value

Cited by

2016The transpiring journey of customer engagement research in marketing 2016Factors Influencing Customer Engagement in Mobile Applications 2018Customer Satisfaction as an Antecedent to Engagement in Co-Creation of Value in the Hotel Industry

Explore the map →

Papers that cite the same references — the relational fallback while embeddings are still backfilling.

Imported from OpenAlex (CC0) — nothing here is generated.