Abstract In a marketplace characterised by more demanding and more active customers, both academics and practitioners have become increasingly drawn to the concept of customer engagement (CE). Despite the recognised importance of CE, research in this area remains fragmented with a variety of definitions and conceptualisations evident in the literature. This is concerning, as a lack of alignment may result in misinterpretations, causing further divergence in future research. This paper thus offers a systematic review of the extant literature on customer engagement dated from 2009-2018, reflecting: (i) leading conceptualisations and manifestations of CE, (ii) customer- and firm-related CE antecedents, as well as (iii) CE outcomes from the customer and firm perspectives. Hence, it provides conceptual, methodological and thematic guidance to scholars studying CE. Furthermore, we discuss an extensive list of research priorities, developed based on future-focused contributions of 12 distinguished international experts, providing a strong foundation for shaping CE literature in future.

中文翻译：

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客户参与度：系统审查和未来研究重点

摘要在一个以更多需求和更活跃的客户为特征的市场中，学者和从业人员都越来越受到客户参与（CE）概念的吸引。尽管CE的重要性已得到公认，但该领域的研究仍然零散，文献中有各种定义和概念化。这令人担忧，因为缺乏一致性可能会导致误解，从而导致未来研究的进一步分歧。因此，本文对2009-2018年有关客户参与的现有文献进行了系统的回顾，反映了：（i）CE的领先概念和表现，（ii）与客户和公司相关的CE的先例，以及（iii） CE从客户和公司的角度出发。因此，它提供了概念上的，对学习CE的学者的方法和主题指导。此外，我们讨论了广泛的研究重点清单，这些清单是基于12位杰出国际专家针对未来所做的贡献而制定的，为将来塑造CE文献奠定了坚实的基础。