In today’s technology driven, highly dynamic and interactive business environment, the role of ‘customer engagement’ (CE) in co-creating customer experience and value is receiving increasing attention from business practitioners and academics alike. While considerable academic attention...

PurposeThe purpose of this paper is to extend existing engagement research in two directions: first, it operationalizes the dynamic nature of the engagement process within a customer-brand dyad and, second, it tests the interrelationships with other network actors in a triadic network...