Publicação

Three essays on online customer engagement cycle

Detalhes bibliográficos
Resumo:	This dissertation comprises three papers that explore different aspects of Customer Engagement (CE) in the context of luxury fashion e-commerce in the post-pandemic world. Chapter 1 introduces the need to revisit CE concepts and further investigate online CE for the contemporary context. Chapter 2 is a systematic literature review that critically examines existing CE theories and proposes a revised CE cycle model with several propositions that are applicable in the postpandemic settings. Chapter 3 applies the revised CE cycle model from Chapter 2 in a practical way to the luxury fashion e-commerce context and identifies critical themes and sub-themes related to CE. Chapter 4 focuses on the findings of Chapter 3 on online customer experience of luxury customers and investigates factors that motivate or prevent customer experience continuation intent on luxury mobile apps. The summary of findings, along with theoretical and managerial contributions are highlighted in Chapter 5.
Autores principais:	Hoang, Duc
Assunto:	Customer engagement Online e-commerce Luxury
Ano:	2023
País:	Portugal
Tipo de documento:	tese de doutoramento
Tipo de acesso:	acesso aberto
Instituição associada:	Universidade Nova de Lisboa
Idioma:	inglês
Origem:	Repositório Institucional da UNL

Descrição
Resumo:	This dissertation comprises three papers that explore different aspects of Customer Engagement (CE) in the context of luxury fashion e-commerce in the post-pandemic world. Chapter 1 introduces the need to revisit CE concepts and further investigate online CE for the contemporary context. Chapter 2 is a systematic literature review that critically examines existing CE theories and proposes a revised CE cycle model with several propositions that are applicable in the postpandemic settings. Chapter 3 applies the revised CE cycle model from Chapter 2 in a practical way to the luxury fashion e-commerce context and identifies critical themes and sub-themes related to CE. Chapter 4 focuses on the findings of Chapter 3 on online customer experience of luxury customers and investigates factors that motivate or prevent customer experience continuation intent on luxury mobile apps. The summary of findings, along with theoretical and managerial contributions are highlighted in Chapter 5.