Happy Users, Grumpy Bosses: Current Community Engagement Literature and the Impact of Support Engagement in a B2B Setting on User and Upper Management Satisfaction-Reference-Cited by-同舟云学术

Happy Users, Grumpy Bosses: Current Community Engagement Literature and the Impact of Support Engagement in a B2B Setting on User and Upper Management Satisfaction

Published:2017-08-30 Issue: Volume: Page:141-169
ISSN:
Container-title:Customer Engagement Marketing
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Author:

Beckers Sander F. M.,Bone Sterling A.,Fombelle Paul W.,van Doorn Jenny,Verhoef Peter C.,Ray Kristal R.

Publisher

Springer International Publishing

Link

http://link.springer.com/content/pdf/10.1007/978-3-319-61985-9_7

Reference56 articles.

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4. Bagozzi, R. P., & Dholakia, U. M. (2006). Open Source Software User Communities: A Study of Participation in Linux User Groups. Management Science, 52(7), 1099–1115.

5. Bitner, M.-J., Booms, B. H., & Mohr, M. S. (1994). The Service Encounter: Diagnosing Favorable and Unfavorable Incidents. Journal of Marketing, 54(1), 71–84.

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