Model

Year 2009

Author

Variables

Related researchArea of Study psychological perspective

References

Notes: views customer experiences across time

Peter C. Verhoef, Katherine N. Lemon, A. Parasuraman, Anne Roggeveen, Michael Tsiros, Leonard A. Schlesinger

social environment, service interface, retail atmosphere, assortment, price, customer experience, retail brand.

https://hbr.org/2007/02/understanding-customer-experience (Meyer and Schwager (2007)

2009

Jana Lay-Hwa Bowden

Satisfaction, commitment, trust, involvement, delight, loyalty

psychological process

understanding of the role of commitment, involvement, and trust in the creation of engaged and loyal customers

2009

Social psychological perspective

Nancy M. Puccinellia, Rona;d c. Goodstein, Dhruv Grewal, Robert Price, Priya Raghubir, David Stewart

Goals, Memory, Involvement, Attitudes, Affect, Atmospheric, Attributions and choices.

2010

Verhoef, Peter C., Werner J. Reinartz, and Manfred Krafft

contextual factors, customer co creation, firm strategies, marketing metrics,

motivated consumer behaviours

a behavioral manifestation toward the brand or firm that goes beyond transactions

2013

Wirtz, Jochen, Anouk den Ambtman, Josée Bloemer, Csilla Horváth, B. Ramaseshan, Joris van de Klundert, Zeynep Gurhan Canli, and Jay Kandampully

Brand related drivers, Social drivers, Functional drivers, Product factors, situational factors, customer factors

model of the antecedents and outcomes of online brand community engagement vis-à-vis online brand communities

2014

So, Kevin Kam Fung, Ceridwyn King, and Beverley Sparks

psychological

co created value, brand experience, customer satisfaction, trust, commitment, customer value, brand loyalty, customer equity, firm reputation, brand recognition, financial outcomes

empirical support for the behaviors to be measured to capture CE in marketing practice

2014

Hollebeek, L. D., Glynn, M. S., & Brodie, R.

capture customer engagement behavior in social media settings.

consumer involvement, cognitive processing, affection, activation, self brand connection

2014

Hollebeek and Chen

how customer engagement operates and forms

perceived brand action, perceived brand quality, perceived brand value, perceived brand innovativeness, perceived brand responsiveness, perceived delivery of brand promise, immersion, activation, passion, brand attitude, word of mouth.

2014

Wallace , Elaine, Isabel Buil , Leslie de Chernatony

Inner self, social self, word of mouth, acceptance

emotion

A positive relationship is found between the self-expressive nature of brands “liked” and brand love.

1985Ajzen

Behavioral beliefs and attitude toward behavior, Normative Beliefs and Subjective Norms, Control beliefs and perceived behavioral control,