Fifteen years of customer engagement research: a bibliometric and network analysis
Journal of Product & Brand Management
ISSN: 1061-0421
Article publication date: 13 October 2021
Issue publication date: 3 February 2022
Abstract
Purpose
In recent years, customer engagement (CE) with brands, which has been shown to yield enhanced firm sales, competitive advantage and stock returns, has risen to occupy a prominent position in brand management research and practice. Correspondingly, scholars have explored CE’s conceptualization, operationalization and its nomological networks as informed by different theoretical perspectives. However, in spite of important advances, the knowledge structure of the overall corpus of CE research remains tenuous. Therefore, the purpose of this paper is to explore the intellectual structure of CE research.
Design/methodology/approach
Based on this gap, this study deploys bibliometric and network analysis to map CE’s literature-based landscape. Using bibliometric analysis, important CE-publishing journals, authors and influential CE articles (2005–2020) are uncovered. Using network analysis, prominent CE themes are also unearthed.
Findings
The results document key CE-publishing journals and authors and their respective contributions to the literature. Five CE themes are also identified, including CE measurement/methods, online CE, CE’s value co-creating capacity, CE conceptualization and customer/consumer brand engagement. Further, an agenda for future CE research is provided based on the presented network analysis results.
Practical implications
The reported findings generate important implications for brand managers. For example, the identified critical role of online (vs offline) CE offers a range of strategic opportunities, as outlined.
Originality/value
This paper offers a pioneering bibliometric and network analysis of the CE literature, thus mapping the field. From the identified CE themes, important avenues for further CE research are also identified.
Keywords
Acknowledgements
The authors thank Dr Pantea Foroudi and Dr Reza Marvi for several discussions on this topic and a related work-in-progress, in addition to a general discussion with Dr Tahereh Saheb, Dr Iman Raeesi and Dr David Gligor.
Citation
Hollebeek, L.D., Sharma, T.G., Pandey, R., Sanyal, P. and Clark, M.K. (2022), "Fifteen years of customer engagement research: a bibliometric and network analysis", Journal of Product & Brand Management, Vol. 31 No. 2, pp. 293-309. https://doi.org/10.1108/JPBM-01-2021-3301
Publisher
:Emerald Publishing Limited
Copyright © 2021, Emerald Publishing Limited