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 study is to diagnose the trajectory of influential conceptual articles in developing a research stream. The authors uncover the knowledge diffusion through influential conceptual articles and identify characteristics that make conceptual articles influential in their...

In this introduction to the special issue on market shaping and innovation, we place the phenomenon of market shaping in a broader societal context; suggesting that actors’ attempts to proactively influence markets are more commonplace during times of crises and discontinuities. We aggregate...

Considerable managerial and academic interest has made engagement a key priority in marketing and service research, spurring a rapidly increasing body of literature on this topic. Academic research initially explored customer engagement (CE) and customer engagement behavior within the...

Academic success traditionally has been assessed by publications in highly ranked journals. Other measures of research quality such as citations are now available, and these measures offer a wider perspective of academic contribution beyond simple article counting. Citations now are an important...

PurposeThe collaborative economy (CE), and within it, collaborative consumption (CC) has become a central element of the global economy and has substantially disrupted service markets (e.g. accommodation and individual transportation). The purpose of this paper is to explore the trends and...

Purpose: The purpose of this paper is to introduce a new business model logic, highlighting value processes in and properties of platform business models to inform business model thinking from a systemic and dynamic perspective. It challenges the idea of firms managing, influencing and...

Interestingly, while markets are at the center of social entrepreneurial activity in emerging economies, its academic debate remains narrow as it pictures markets as ‘given’ underestimating how markets can be intentionally shaped for social good. Drawing on a market systems approach this...

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...