{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,3,8]],"date-time":"2026-03-08T22:45:15Z","timestamp":1773009915861,"version":"3.50.1"},"reference-count":59,"publisher":"Emerald","issue":"06","license":[{"start":{"date-parts":[[2017,6,5]],"date-time":"2017-06-05T00:00:00Z","timestamp":1496620800000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.emerald.com\/insight\/site-policies"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":["K"],"published-print":{"date-parts":[[2017,6,5]]},"abstract":"<jats:sec>\n<jats:title content-type=\"abstract-subheading\">Purpose<\/jats:title>\n<jats:p>Customer engagement (customers\u2019 behavioral manifestations going beyond customer-firm purchase transactions) has been regarded as strategic imperatives for generating enhanced corporate performance. The plethora of new media has provided customers with different options to interact with firms and other customers. However, the primacy of value-laden interactive customer relationships and value co-creation raises challenges for firms and customers, especially in the context of broader business ecosystems such as brand partnership for extending value co-creation. This study aims to explore how customer engagement with well-designed choreograph of various new media\u2019s channels can increase the value co-creation extent in the context of broader business ecosystems, resulting in higher levels service offerings, experiences and innovation.<\/jats:p>\n<\/jats:sec>\n<jats:sec>\n<jats:title content-type=\"abstract-subheading\">Design\/methodology\/approach<\/jats:title>\n<jats:p>This exploratory study presents a new framework of customer engagement that holistically integrates the elements of multiple new media and broader business ecosystem, stimulating a virtuous circle of realizing customer engagement toward superior results or innovations. The framework considers new media\u2019s different information service and technologies (e.g. search engine, social recommender, social media) that can be properly choreographed to achieve a virtuous customer engagement circle.<\/jats:p>\n<\/jats:sec>\n<jats:sec>\n<jats:title content-type=\"abstract-subheading\">Findings<\/jats:title>\n<jats:p>This paper uses an exemplar framework's instantiation \u2013 an information technology enabled engagement platform (called iEngagement) \u2013 that can demonstrate how to empower the central companies together with their eco-stakeholders to holistically perform customer engagement utilizing new media toward fruitful customer engagement.<\/jats:p>\n<\/jats:sec>\n<jats:sec>\n<jats:title content-type=\"abstract-subheading\">Originality\/value<\/jats:title>\n<jats:p>This exploratory study is among the first that addresses the theory and practice of customer engagement within multiple new media and broader business ecosystem. This paper presents a customer engagement framework and an exemplified engagement platform that holistically integrate the elements of multiple new media and broader business ecosystem, for stimulating a virtuous circle of realizing customer engagement toward superior results or innovations.<\/jats:p>\n<\/jats:sec>","DOI":"10.1108\/k-01-2017-0042","type":"journal-article","created":{"date-parts":[[2017,5,17]],"date-time":"2017-05-17T09:29:19Z","timestamp":1495013359000},"page":"1000-1020","source":"Crossref","is-referenced-by-count":14,"title":["Customer engagement within multiple new media and broader business ecosystem \u2013 a holistic perspective"],"prefix":"10.1108","volume":"46","author":[{"given":"Soe-Tsyr Daphne","family":"Yuan","sequence":"first","affiliation":[]},{"given":"Szu-Yu","family":"Chou","sequence":"additional","affiliation":[]},{"given":"Wei-Cheng","family":"Yang","sequence":"additional","affiliation":[]},{"given":"Cheng-An","family":"Wu","sequence":"additional","affiliation":[]},{"given":"Chih-Teng","family":"Huang","sequence":"additional","affiliation":[]}],"member":"140","reference":[{"issue":"1","key":"key2020120702401197900_ref001","doi-asserted-by":"crossref","first-page":"4","DOI":"10.2501\/JAR-2016-007","article-title":"Customer empowerment in the digital age","volume":"56","year":"2016","journal-title":"Journal of Advertising Research"},{"issue":"2","key":"key2020120702401197900_ref002","doi-asserted-by":"crossref","first-page":"165","DOI":"10.1504\/IJTMKT.2016.075687","article-title":"A review and analysis of literature on netnography research","volume":"11","year":"2016","journal-title":"International Journal of Technology Marketing"},{"issue":"2","key":"key2020120702401197900_ref003","doi-asserted-by":"crossref","first-page":"112","DOI":"10.1057\/bm.2013.25","article-title":"Towards the formation of consensus in the domain of co-branding: current findings and future priorities","volume":"21","year":"2014","journal-title":"Journal of Brand Management"},{"issue":"3","key":"key2020120702401197900_ref004","doi-asserted-by":"crossref","first-page":"341","DOI":"10.1177\/1094670510375603","article-title":"Analytics for customer engagement","volume":"13","year":"2010","journal-title":"Journal of Service Research"},{"issue":"3","key":"key2020120702401197900_ref005","doi-asserted-by":"crossref","first-page":"272","DOI":"10.1177\/1094670511414582","article-title":"Customer engagement: opportunities and challenges for organizations","volume":"14","year":"2011","journal-title":"Journal of Service Research"},{"issue":"1","key":"key2020120702401197900_ref006","doi-asserted-by":"crossref","first-page":"178","DOI":"10.1111\/j.1460-2466.2010.01531.x","article-title":"Identifying influence: Development and validation of the connectivity, persuasiveness and maven scales","volume":"61","year":"2011","journal-title":"Journal of Communication"},{"issue":"6","key":"key2020120702401197900_ref016","doi-asserted-by":"crossref","first-page":"592","DOI":"10.1108\/MSQ-08-2013-0158","article-title":"Beyond virtuality: from engagement platforms to engagement ecosystems","volume":"24","year":"2014","journal-title":"Managing Service Quality"},{"issue":"3","key":"key2020120702401197900_ref007","doi-asserted-by":"crossref","first-page":"252","DOI":"10.1177\/1094670511411703","article-title":"Customer engagement conceptual domain, fundamental propositions and implications for","volume":"14","year":"2011","journal-title":"Research. 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