Hollebeek, Linda D.; W. Andreassen, Tor; Smith, Dale L.G.; … - In: Journal of Services Marketing 32 (2018) 1, pp. 95-100
Purpose: While (customer) engagement has been proposed as a volitional concept, our structuration theory/S-D logic-informed analyses of actors’ (e.g. employees’) engagement in service innovation reveal engagement as a boundedly volitional theoretical entity, which arises from actors’...