期刊论文

Verhagen, Tibert

英文

Computers in Human Behavior

0747-5632

2015

48

340-357

10.1016/j.chb.2015.01.061

Fig. 1 displays our research model. Following our research objectives and in line with UGT, the four benefits are modeled as determinants of CE intention, that is, customers’ willingness to perform a multitude of non-transactional behaviors, with both other customers and representatives of the organization, that deliver value to the organization (Kumar et al., 2010, Wagner and Majchrzak, 2007). The eight selected VCE characteristics are linked to this theoretical backbone as determinants of the

本校为其他机构

Customer engagement has been labeled as a prerequisite for the success of virtual customer environments. A key challenge for organizations serving their customers via these environments is how to stimulate customer engagement. This study is among the first to shed light on this issue by examining customer engagement and its drivers. Using the theory of uses and gratification as theoretical lens, we develop a model that relates characteristics of virtual customer environments, perceived benefits of using these environments and customer engagemen...