Findings show that autonomy and competence have significant relationships with all the dimensions of customer engagement.
Authors
Gaganpreet Singh, Associate Professor, Jindal Global Law School, O.P. Jindal Global University, Sonipat, Haryana, India.
Sanjit K. Roy, Fellow at Centre for Business Data Analytics, Honorary Fellow at Australia-India Institute (UWA Chapter), UWA Business School, The University of Western Australia, 35 Stirling Highway, Perth, WA 6009, Australia; UWA Business School, The University of Western Australia, 35 Stirling Highway, Perth, WA 6009, Australia.
Saalem Sadeque, School of Business and Law, Edith Cowan University, 270 Joondalup Drive, Joondalup, WA 6027, Australia.
Paul Harrigan, UWA Business School, The University of Western Australia, 35 Stirling Highway, Perth, WA 6009, Australia.
Kristof Coussement, IÉSEG School of Management, Univ. Lille, CNRS, UMR 9221, LEM – Lille Economie Management, 3 Rue de la Digue, F-59000 Lille, France.
Summary
Digitalized interactive platforms (DIPs) such as Apple watch, Starbucks apps and Nike+ have seen enormous growth. This study empirically investigates the antecedents and consequences of customer engagement in a digitalized interactive platform of an online shoe retailing start-up.
Specifically, we integrate service-dominant logic and self-determination theory to explore the complex relationships between human psychological needs, customer engagement and subjective well-being. We hypothesise that, in case of digitalized interactive platforms, the direct relationship between human psychological needs satisfaction (autonomy, relatedness and competence) and subjective well-being is mediated by customer engagement (cognitive, affective and behavioral).
We applied a hybrid SEM-ANN approach to unravel the relationships. Findings show that autonomy and competence have significant relationships with all the dimensions of customer engagement (cognitive, affective and behavioral). Results also show that subjective well-being is not influenced by cognitive engagement but is influenced by affective and behavioral engagement. Theoretical and managerial contributions are discussed.
Published in: Journal of Business Research
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