ABSTRACT

An extensive literature review and analysis of 74 articles spanning over more than 11 years and 39 journals has been carried out so as to present the current state of research in the domains of customer engagement and employee engagement and to identify a common ground for future research in these areas. By providing sets of favourable outcomes of customer/employee engagement, scales to measure them and their process mechanisms in a single picture, the study can help organizations in designing and implementing future strategies. This is the first simultaneous systematic review of customer engagement and employee engagement that provides a detailed understanding of extant literature and comprehensive research avenues.

摘要

进行了广泛的文献回顾和分析，涉及11年以上的74篇文章和39种期刊，以介绍客户敬业度和员工敬业度领域的当前研究状况，并确定未来在该领域的研究的共同基础。这些区域。通过提供一系列有利的客户/员工敬业度结果，进行规模化衡量，以单一方式衡量客户及其过程机制，这项研究可以帮助组织设计和实施未来战略。这是首次对客户敬业度和员工敬业度同时进行的系统评估，它提供了对现有文献和综合研究途径的详细了解。