Business Administration MA, Customer and Business Relationships: Customer Engagement, 4,5 credits
Please note that the literature can be changed/revised until:
• June 1 for a course that starts in the autumn semester
• November 15 for a course that starts in the spring semester
• April 1 for a course that starts in the summer
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Syllabus:
Företagsekonomi AV, Kund- och affärsrelationer: kundengagemang, 4,5 hp
Business Administration MA, Customer and Business Relationships: Customer Engagement, 4,5 credits
General data
- Code: FÖ017U
- Subject/Main field: Business Administration
- Cycle: Second cycle
- Credits: 4,5
- Progressive specialization: AXX - Second cycle, in-depth level of the course cannot be classified
- Education area: Samhällsvetenskap 100%
- Answerable faculty: Faculty of Human Sciences
- Answerable department: Economics, Geography, Law and Tourism
- Approved: 2019-09-02
- Version valid from: 2019-07-01
Entry requirements
Selection rules and procedures
Alternative selection, see heading "Other information".
Examination form
1000: Examination, 4.5 Credits
Grade scale: Fail (U) or Pass (G)
Grading system
Fail (U) or Pass (G)
Course reading
Required literature
- Author: Verhoef, P.C., Reinartz, W.J. & Krafft, M.
- Article title: Customer engagement as a new perspective in customer management
- Journal: 2010/13/3/247-252
- Year/Volume/nr/pages: Journal of Service Research
- Author: van Doorn, J., Lemon, K.N., Mittal, V., Nass, S., Pick, D., Pirner, P. & Verhoef, P. C.
- Article title: Customer engagement behavior: Theoretical foundations and research directions
- Journal: 2010/13/3/253-266
- Year/Volume/nr/pages: Journal of Service Research
- Author: Roy, S.K., Balaji, M.S., Soutar, G., Lassar, W.M. & Roy, R.
- Article title: Customer engagement behavior in individualistic and collectivistic markets
- Journal: 2018/86/281-290
- Year/Volume/nr/pages: Journal of Business Research
- Author: Kumar, V., Aksoy, L., Donkers, B., Venkatesan, R., Wiesel, T., & Tillmanns, S.
- Article title: Undervalued or overvalued customers: Capturing total customer engagement value
- Journal: 2010/13/3/297-310
- Year/Volume/nr/pages: Journal of Service Research
- Author: Kosiba, J.P.B., Boateng, H., Amartey, A.F.O., Boakye, R.O. & Hinson, R.
- Article title: Examining customer engagement and brand loyalty in retail banking: The trustworthiness influence
- Journal: 2018/46/8/764-779
- Year/Volume/nr/pages: International Journal of Retail & Distribution Management
- Author: Jaakkola, E. & Alexander, M.
- Article title: The role of customer engagement behavior in value co-creation a service system perspective
- Journal: 2014/17/3/247-261
- Year/Volume/nr/pages: Journal of Service Research
- Author: Harmeling, C., Moffett, J., Arnold, M. & Carlson, B.
- Article title: Toward a theory of customer engagement marketing
- Journal: 2017/45/3/312-335
- Year/Volume/nr/pages: Journal of the Academy of Marketing Science
- Author: Brodie, R.J., Hollebeek, L.D., Juric, B. & Ilic, A.
- Article title: Customer engagement: Conceptual domain, fundamental propositions, and implications for research
- Journal: 2011/14/3/252-271
- Year/Volume/nr/pages: Journal of Service Research