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Customer engagement behaviors: The role of service convenience, fairness and quality

Roy, Sanjit Kumar, Shekhar, Vaibhav, Lassar, Walfried M., Chen, Tom (2018) Customer engagement behaviors: The role of service convenience, fairness and quality. Journal of Retailing and Consumer Services, 44 . pp. 293-304. ISSN 0969-6989. (doi:10.1016/j.jretconser.2018.07.018) (The full text of this publication is not currently available from this repository. You may be able to access a copy if URLs are provided) (KAR id:107093)

The full text of this publication is not currently available from this repository. You may be able to access a copy if URLs are provided. (Contact us about this Publication)
Official URL:
https://doi.org/10.1016/j.jretconser.2018.07.018

Abstract

The purpose of this study is to examine the differential impact of service quality, service fairness and service convenience on customer engagement behaviors. The study also examines the moderating role of service convenience on the relationship of service quality, service fairness and different forms of customer engagement behaviors (CEBs). The proposed research model was tested using partial least square path modelling on survey data collected from users of retail banking and mobile services. Results show that service convenience and perceived service fairness affects different forms of CEB positively. Results also show the negative moderation effect of service convenience on the relationship between service fairness and CEBs. The study provides useful insights for both researchers and practitioners on the role of service convenience, service fairness, and service quality in eliciting customers’ engagement behaviors. Our first contribution pertains to examining the role of service convenience in eliciting CEBs. We also contribute to the existing CEB literature by examining the extent to which traditional firm-based antecedents (e.g., service quality and service fairness) are effective in eliciting all forms of CEBs (word-of-mouth, customer helping company and customer helping customers).

Item Type: Article
DOI/Identification number: 10.1016/j.jretconser.2018.07.018
Subjects: H Social Sciences
Divisions: Divisions > Kent Business School - Division > Department of Marketing, Entrepreneurship and International Business
Depositing User: Professor Tom Chen
Date Deposited: 24 Sep 2024 11:45 UTC
Last Modified: 25 Sep 2024 13:21 UTC
Resource URI: https://kar.kent.ac.uk/id/eprint/107093 (The current URI for this page, for reference purposes)

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