Why do committed customers defect? They are not engaged!

Fullerton, Gordon L. (Gordon Lee), 1964-

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dc.creator	Fullerton, Gordon L. (Gordon Lee), 1964-
dc.date.accessioned	2014-02-27T18:55:22Z
dc.date.available	2014-02-27T18:55:22Z
dc.date.issued	2013
dc.identifier	http://library2.smu.ca/bitstream/handle/01/25409/asb_proceedings_2013.pdf#page=301
dc.identifier.uri	http://library2.smu.ca/xmlui/handle/01/25721
dc.description.abstract	Marketing practitioners and academicians have been talking a lot about customer engagement in recent years (Sprott et.al, 2009; Fournier, 2011). By all accounts it is the newest and hottest “construct” in the field these days (Bolton, 2011). But, what is it? Is it a construct in and of itself? Is it a model or set of relationships? Is it some type of second (or third) order factor that subsumes a number of other constructs in the field? Or is it something else? This paper will focus on the “something else” explanation for customer engagement. Specifically, it will put forward that engagement might be little more than a specific type relationship between commitment and loyalty.	en_CA
dc.description.provenance	Submitted by Trish Grelot (trish.grelot@smu.ca) on 2014-02-27T18:55:22Z No. of bitstreams: 0	en
dc.description.provenance	Made available in DSpace on 2014-02-27T18:55:22Z (GMT). No. of bitstreams: 0 Previous issue date: 2013	en
dc.language.iso	en	en_CA
dc.publisher	Atlantic Schools of Business	en_CA
dc.subject.lcsh	Customer loyalty
dc.title	Why do committed customers defect? They are not engaged!	en_CA
dc.type	Text	en_CA
dcterms.bibliographicCitation	Proceedings of the 43rd Atlantic Schools of Business conference, St. Francis Xavier University, 2013, pp 301-310