Benefitting from virtual customer environments: An empirical study of customer engagement

作者：

Highlights：

• We propose and test a model for studying customer engagement within VCEs.

• Hedonic, social, and cognitive benefits positively influence customer engagement.

• Personal integrative benefits do not influence customer engagement.

• System-specific VCE characteristics influence the perceived benefits of a VCE.

• The results are robust across three datasets of actual VCE users.

摘要

•We propose and test a model for studying customer engagement within VCEs.•Hedonic, social, and cognitive benefits positively influence customer engagement.•Personal integrative benefits do not influence customer engagement.•System-specific VCE characteristics influence the perceived benefits of a VCE.•The results are robust across three datasets of actual VCE users.

论文关键词：Customer engagement,Virtual customer environments,Uses and gratifications theory,Perceived benefits

论文评审过程：Available online 20 February 2015.

论文官网地址：https://doi.org/10.1016/j.chb.2015.01.061