CRM has traditionally referred to a company managing relationships with customers. The
rise of social media, which has connected and empowered customers, challenges this …

Consumer engagement has been widely discussed in both the academic and practitioner
literature, but there is no consensus about its meaning, what phenomena constitute …

Many retailers have collected large amounts of customer data using, for example, loyalty
programs. We provide an overview of the extant literature on customer relationship …

Recent years have witnessed the rise of new media channels such as Facebook, YouTube,
Google, and Twitter, which enable customers to take a more active role as market players …

We discuss consumer engagement with a website, provide a systematic approach to examining
the types of engagement produced by specific experiences, and show that engagement …

Mobile shopping (M-shopping) has become increasingly important in marketing and retailing.
Using a unique dataset from an Internet-based grocery retailer, we evaluate changes in …

… brand fits into their lives (Calder & Malthouse, 2008a, 2008b). As we … We use the
Calder-Malthouse (CM) set of media … (Calder & Malthouse, 2004; Calder & Malthouse, 2005; …

New media have made available a wide range of platforms and content choices. However,
audiences cope with abundant choices by using more narrowly defined repertoires. …

Relationship marketing assumes that firms can be more profitable if they identify the most
profitable customers and invest disproportionate marketing resources in them. While intuitive, …

Mobile applications (apps) have become an important platform for brands to interact with
customers, but few studies have tested their effects on app adopters’ subsequent brand …