This study applies frustration - aggression theory to examine how perceived interactivity and interface aesthetics in retail mobile apps trigger negative engagement and digital disengagement. Survey data from 456 Indian app users reveal that poor interactivity and aesthetics intensify negative engagement, leading to switching and negative word of mouth. Trust mitigates the impact of interactivity issues but not aesthetic flaws. Findings advance understanding of negative digital engagement and provide actionable guidance for enhancing user retention.

Considering the strategic significance and contemporary scholarly investigations into the characteristics and dynamics of experiential value and engagement, this study empirically investigates the relational dynamics between experiential value and customer engagement in a service setting. Using structural equation modeling, this study analyzed data collected from 355 customers of selected fine dine up-scale restaurants of North-Indian state of Jammu and Kashmir. The results corroborate multiple dimensions of experiential value such as aesthetics, service excellence, playfulness, and customer return on investment as critical drivers of customer engagement. The results further reveal a strong positive association between customer engagement and customers' revisit intention and their willingness to pay a premium price. The moderation results reveal that the effects of service excellence and customer return on investment are moderated by gender, whereas the effects of aesthetics and playfulness remain invariant across males and females. The results were further validated by repeating the study on another sample set. This study contributes by suggesting experiential value and customer engagement as sustainable marketing approaches to service marketers interested in designing fine dine restaurants in ways that adequately attract customers, drive their revisit intentions, and encourage them to even pay more money.

Purpose This study aims to investigate the influence of brand relationship quality and consumer community identification on consumer engagement. This study also examines the mediating role of consumer engagement between brand relationship quality and consumer community identification with brand love. Positive word of mouth is taken as an outcome variable. Design/methodology/approach To test the proposed relationships, data were collected from 580 social media-based brand community followers and analysed through structural equation modelling. Findings Results corroborate brand relationship quality and consumer community identification as critical drivers of consumer engagement on the online platforms. The results further reveal a positive association between consumer engagement and brand love which consequently foster positive word of mouth. The findings also corroborate the partial as well as full mediating role of consumer engagement on different proposed associations. Originality/value This study offers an in-depth insight of specific motivations to engage consumers in the virtual domain, make them adore their brands and spread a positive word. All of these outcomes are crucial in offering competitive advantages to firms. This study validates the relevance of consumer engagement interactions in contemporary firms’ relationship marketing strategies.

Over the years, the unparalleled vitality of marketing has transformed service consumption into an experience dominant consumption. More so in the restaurant services, where customers are driven towards not only for food, but for the reasons of entertainment and memorable experiences. Considering its strategic significance, recent academic research, particularly in the services context, has stressed upon the nature and dynamics of experiential value (EV) and customer engagement (CE). Although, these concepts have received considerable attention in the recent service research, studies investigating their dynamic interplay, particularly in a restaurant setting are rare. Correspondingly, this study aims to empirically investigate the relational dynamics between EV and CE. This study further tests the consequent effect of CE on customers’ revisit intention (ReIn) and their willingness to pay a premium price (WPPP). Using structural equation modeling, this study analyzed data collected from 355 customers of selected restaurants of North-Indian state of Jammu and Kashmir. The results corroborate multiple dimensions of EV as critical drivers of CE. The results further reveal a stronger positive association between CE and customers’ ReIn and their WPPP. The moderation results reveal mixed results which offer important implications. This study contributes by suggesting EV and CE as sustainable marketing approaches to service marketers interested in designing restaurants in ways that adequately attract customers, drive their revisit intentions, and encourage them to even pay more money.

Despite the paramount importance of work on customer engagement and brand experience, there is a vital research gap regarding inspecting the relational dynamics between these constructs across the contexts, principally in the setting of banking industry. This study, therefore, aims to foster the understanding of engagement and experience in bettering banks' ties with their customers so that a sustained loyal customer base is developed and managed over time. Toward the end, this study also investigates gender's moderating role on the proposed relationships. This research work has emphasized various important customer engagement and brand experience issues and their inferences, which may be very supportive in formulating the strategies essential for the growth of the retail banking sector.

PurposeThis paper aims to investigate how banking websites can activate customer engagement (CE) to consequently enhance customer trust and retention.Design/methodology/approachUsing an online survey, data were collected from 598 customers of various (public and private) banks in India. Structural equation modeling was used to analyze the data.FindingsResults reveal that the key website attributes viz. website interactivity, website aesthetics, customization, ease of use and telepresence positively affect CE. The results also delineate positive associations between CE, customer trust and customer retention.Research limitations/implicationsThis paper unravels that by strategically focusing on the relational dynamics of CE, banks can build trust and retain their most valuable stakeholders – the customers, thereby addressing the crucial strategic concerns of banking firms.Originality/valueThis research is the first to explore the effects of key website attributes on CE in the banking context. The undertaking of this study in an emerging economy adds further insight into CE literature by generalizing the applicability of CE studies across geographic contexts.

•A concise review of some recent publications on customer engagement (CE) in the online domain is presented.•The review reveals that CE in the digital age is of paramount importance to both academics and practitioners.•The review highlights some key research themes that merit scholarly attention within the online CE domain.

Scholars and practitioners have long acknowledged the importance of offering superior service quality in creating long-term bonds between customers and their brands. However, the importance of service quality as a tool to enhance customer engagement remains under-explored, as addressed in this study. Survey data collected from 395 luxury hotel guests were analyzed using structural equation modeling. The results reveal a positive effect of service quality on customer engagement, which consequently exerts a favorable impact on brand experience and repatronage intent. Our moderation analysis results reveal a stronger effect of the proposed relationships for women than men, thereby suggesting gender's moderating role in the association between service quality, brand experience, and customer engagement. The paper concludes by outlining key theoretical and practical implications that arise from this research.