Antecedents, outcomes, and contingencies of customer engagement: a meta-analytic review

Journal of Business Research 2026 Open access

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Authors: Kumar Rakesh Ranjan, Sudeep Rohit, Martin Wetzels
DOI: 10.1016/j.jbusres.2026.116335
Cited by: 1
References: 123

Abstract

• Clarifies the conceptual scope of customer engagement (CE) from psychological and behavioral perspectives. • Synthesizes findings from 349 papers (385 studies; 173,363 respondents) through meta -analysis. • Identifies seven key customer-related drivers and eight customer- and firm-related outcomes of CE. • Demonstrates how contextual and study-related factors moderate CE’s main effects. • Offers a unified theoretical framework with implications for advancing CE research and practice.

Fields of Study & Subjects

Customer Service Quality and Loyalty Digital Marketing and Social Media Service and Product Innovation

Publication details

Journal / source
Journal of Business Research
Publisher
Elsevier BV
Volume
215
Pages
116335–116335
Publication date
31 May 2026
Language
EN