Consequences of Customer Engagement: How Customer Engagement Alters the Effects of Habit-, Dependence-, and Relationship-Based Intrinsic Loyalty – MSI

Working Paper

Consequences of Customer Engagement: How Customer Engagement Alters the Effects of Habit-, Dependence-, and Relationship-Based Intrinsic Loyalty

Conor M. Henderson, Lena Steinhoff, and Robert W. Palmatier

Dec 19, 2014

Investigates the performance ramifications of customer engagement; uses a longitudinal field experiment with a service provider to identify how initiatives interact with intrinsic customer loyalty mechanisms (habit, dependence, and relationship).

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