Engagement Literature Research Articles

Sustaining Patient Engagement Professionalization through Legitimacy

The professionalization of patient engagement representatives has been the cause of great concern within health sector. Employing concepts from organizational legitimacy, this paper presents a theoretical model explaining how professionalization of patient engagement representatives occurs and is sustained. This paper offers three principal contributions to the literature. First, this paper contributes to the patient engagement literature by showing how professionalization of representatives is influenced by democratic and technocratic rationales of patient engagement. Second, through the professionalization phenomenon, the field of patient engagement is explicitly linked with organizational legitimacy offering new ways to conceptualize lines of inquiry in these areas. Third, it advances organizational legitimacy by using a legitimation process and an examination of moral and pragmatic legitimacy to model and examine patient engagement professionalization.

From Stakeholder to Rightsholder – Principles of Inclusion and Participation in Mining Governance

This article examines the evolution of participatory governance in mining and how stakeholder inclusion impacts mining project development. The article is based on a historical case study of mining licensing in Finland and the data includes archival materials, official documents, media texts, and supporting interviews. The article finds that the institutional complexity of the governance processes has increased throughout time as more permits, public institutions and rightsholder groups have been introduced as part of the licensing process. As the stakeholder inclusion has expanded to include virtually anyone, only those groups who hold a particular position by law are able to have meaningful participation and are included in the decisions. This has profound implications for the principles of participatory governance and stakeholder inclusion. These findings contribute to the stakeholder engagement literature by theorising upon the difference of rightsholding and stakeholding for inclusion and participation in governance processes and the role of state for provision of rights.

Problematising stakeholder engagement: Insights from multi-stakeholder network

This paper problematizes the overall positivity of stakeholder engagement literature and analyses its grey area. We discuss the bright and the dark side of stakeholder engagement and identify the grey area in between these two sides. Based on a qualitative content analysis of 26 interviews collected from circular economy stakeholders in Finland, we identify three sources of the grey area of stakeholder engagement: the individual stakeholder, stakeholder relationships and the institutional context. According to our analysis, the grey area consists of challenges caused by individual resistance and individual inability, collaboration challenges, complexity caused by the diversity of perspectives, unpredictability caused by the political and legislative context and insecurity caused by environmental unpredictability. We argue that particularly in the context of a multi-stakeholder network, the grey area is a natural and unavoidable part of stakeholder engagement and thus, should also be explicitly recognized and discussed in the literature.

Beyond the box office: A conceptual framework for the drivers of audience engagement

Despite the recognized importance of engagement across various domains, audience engagement with entertainment products has been largely overlooked and has lacked a generally accepted definition. We address this gap in the literature by conceptualizing audience engagement as a psychological state that relates to the quality of the connection that audiences have with an entertainment product. In explicating the role of audience engagement, we hope to develop a model capable of accounting for a wide range of behavioral outcomes relating to audience-film engagement. Highlighting this need, prior efforts to predict the box office performance of films have largely ignored ancillary revenues; have limited applicability to films that forego theatrical release; and cannot explain common patterns of week-to-week box office performance. Based on an analysis of the literature predicting the box office performance of films, a review of the engagement literature, and a historical analysis of the film industry, we organize the drivers of audience engagement into three categories: Film-, Channel-, and Marketing-related factors as well as discuss the boundary conditions through moderating factors. This research is intended to inform production, marketing, and distribution decisions within the film industry and to provide directions for future research.

DIFFUSION OF CIVIC ENGAGEMENT LITERATURE WEBSITE INNOVATION FOR SMART AND PARTICIPATORY VILLAGE COMMUNITIES

DIFFUSION OF CIVIC ENGAGEMENT LITERATURE WEBSITE INNOVATION FOR SMART AND PARTICIPATORY VILLAGE COMMUNITIES ABTRACTThis research was conducted to develop a digital-based literacy innovation in an effort to form participatory village citizen engagement literacy. The method used is a qualitative method and a realist ethnographic research design. The population is the people of Tumpatan village, Beringin sub-district, Deli Serdang regency and the sample is people aged 17-36 years. The data analysis used is the Miles and Hubermann model data analysis. Based on the research results obtained, it shows that the existence of a civic engagement literacy website developed by the research team has a positive impact on the Tumpatan village community so that their daily activities in the village support the realization of a participatory village. So that the website project is empowered by the village community to explore their various activities in the fields of politics, education, social, religion, art, etc.Keywords: Civic Engagement, Educational innovation, and citizen participation.

From customer readiness to customer retention: the mediating role of customer psychological and behavioral engagement

PurposeCustomer engagement (CE) literature features divergent definitions and conceptualizations. To clarify its meaning, antecedents and outcomes, this paper aims to propose that psychological customer engagement (PCE) is the mechanism by which customers’ readiness to engage influences behavioral customer engagement (BCE) in the form of in-role and extra-role behaviors, which then affect customers’ goal attainment, satisfaction and retention.Design/methodology/approachSet in the fitness center industry, this study combines perceptual data (from customers) and behavioral data (from the fitness center) to reveal a hierarchy of effects: customer readiness to PCE to BCE to customer goal attainment, satisfaction and retention.FindingsCustomer readiness variables (role clarity, ability, motivation) influence in-role and extra-role BCE directly and indirectly through PCE. Extra-role BCE is associated with goal attainment and satisfaction, and the latter is linked to customer retention. In-role BCE is associated with goal attainment only.Research limitations/implicationsThe proposed integrative model bridges the psychological–behavioral divide in CE literature and encourages the adoption of a broader nomological network that accounts for the effects of customers’ characteristics and actions on their goal attainment, satisfaction and retention.Practical implicationsManagers can enhance CE by improving customer role clarity, ability and motivation. Relative to in-role BCE, extra-role BCE appears more critical because it affects both goal attainment and satisfaction directly and retention indirectly.Originality/valueThe novel integrative approach, combining BCE and PCE in a single model, also provides a consumer-oriented view on CE, which establishes a more comprehensive perspective, as summarized in the proposed model of consumer engagement.

The Influence of Change-Related Organizational and Job Resources on Employee Change Engagement.

Employee attitudes to change are key predictors of organizational change success. In this article, change engagement is defined as the extent to which employees are enthusiastic about change, and willing to actively involve themselves in ongoing organizational change. A model is tested showing how change-related organizational resources (e.g., senior leader support for change and organizational change climate) influence change engagement, in part through their influence on change-related job resources. Confirmatory Factor Analysis (CFA) and Structural Equations Modeling (SEM) results yielded good fit to the data in two independent samples: 225 Australian working professionals, and 201 employees from a Prolific sample. As proposed, change-related organizational resources (modeled as a higher order construct) were positively associated with higher order change-related job resources. Change-related job resources were positively associated with change engagement. In contrast to expectations, organizational resources were not directly associated with change engagement. Instead, change-related job resources fully mediated the relationship. Overall, the study provides empirical support for new measures of organizational change resources and employee change engagement. By drawing from well-established models in the change and engagement literatures, the study provides a promising research direction for those interested in further understanding positive employee attitudes to organizational change. Practical implications and future research opportunities are discussed.

Exploring the first steps of retirement engagement: a conceptual model and field evidence

PurposeThe authors develop and validate a conceptual model, the retirement engagement model (REM), to understand the relationships between behavioral engagement (retirement information search), cognitive factors and engagement (e.g. beliefs and financial knowledge), emotional engagement (e.g. anxiety), and socio-demographic factors. Approach: The authors derive the REM through a three-step procedure: (1) an extensive literature review, (2) interactive feedback sessions with experts to confirm the model's academic and managerial relevance, and (3) an empirical test of the REM with field data (N = 583). The authors use a partial least squares (PLS) structural equation model and examine heterogeneity through a finite mixture model.Design/methodology/approachAround the globe, people are insufficiently engaged with retirement planning. The customer engagement literature offers rich insights into antecedents, outcomes, and barriers to engagement. However, customer engagement literature lacks insights into cognitive, emotional and behavioral factors that drive engagement in retirement planning, a utilitarian service context, which is important for financial well-being.FindingsBeliefs such as perceived susceptibility, severity, benefits, barriers, and self-efficacy, together with trust and retirement anxiety, explain people's search for pension information. These factors can be used to define three clear, actionable segments of consumers.Originality/valueThe findings advance the customer engagement and transformative service research literature by generating insights on engagement with retirement planning, a utilitarian rather than hedonic service context that is especially relevant for financial well-being. The findings inform managerial practice and emphasize the relevance of including cognitive and emotional engagement factors that trigger behavioral engagement. The REM can help to improve pension communication. For example, the results indicate that marketers should stress the benefits of, rather than the barriers to, acquiring information.

Specifying, estimating and validating consumer eSports engagement composite model: a composite confirmatory approach

PurposeThe present study aims to specify, estimate, and validate the composite formative model of consumer eSports engagement (CeSE) through utilizing the composite confirmatory analysis (CCA) methodological approach.Design/methodology/approachTo validate the composite model of CeSE, we collected the data using the Mturk online tool from eSports gamers located in European countries. The partial least squares based structural equation modelling (PLS-SEM) approach was employed using SmartPLS to conduct CCA analyses.FindingsUsing CCA, the authors first evaluated the reflective constructs (three first-order dimensions comprising cognitive, affective, and activation) and found reliable and valid reflective constructs. The authors then proceeded to assess the composite formative model of CeSE at higher-order level and resulted that CeSE is a valid composite model. Besides, the nomological network of CeSE with technology acceptance variables (e.g. behavioral intention and usage behavioral were estimated and found significant results).Originality/valueThis study contributes to consumer engagement literature in many directions. First, this study applies consumer engagement scale in the eSports context (i.e. eSports game brands). Second, this study notably specifies, estimates, and validates CeSE as composite model comprising cognitive, affective, and activation factors as first-order reflective constructs and CeSE as second/higher-order formative construct. Third, this study applies CCA guidelines to establish the CeSE as a composite formative measurement model and make significant methodology contribution. Fourth, this study extends the TAM model via studying CeSE as an important determinant of behavioral intention to play eSports games, which in turn impacts on eSports gaming/usage behavior.

Enhancing language task engagement in the instructed language classroom: Voices from Chinse English as a foreign language students and teachers

Drawing upon self-determination theory, flow theory, and the engagement literature, this study explored language tasks that English as a foreign language (EFL) college students and teachers preferred within their language classrooms and identified common conditions underlying these tasks that could facilitate learners’ engagement. With qualitative survey data collected from 392 Chinese college students and 54 English language teachers, this study confirmed the six principle task engagement conditions, namely, authenticity, social interaction, challenge, autonomy, learning support, and interest, and further extended the conceptualization with Chinese EFL population. In particular, both students and teachers perceived social interaction and interest as the most important task conditions in support of engagement; however, they perceived challenge and autonomy as less important. Divergences emerge, with regard to the perceptions towards authenticity and learning support. These findings provide EFL teachers with insights on how to interpret and incorporate these conditions into task designs so as to enhance engagement.

Dynamics of individual actors’ self, social, and task pre-dispositions in multi-actor service ecosystems

Actors increasingly engage in service ecosystems where multiple other actors can be present and influence value co-creation. Comprehending such contexts has gained importance in research but remains an emerging field of study due to the complexity of such multi-actor encounters. To unpack this complexity, we establish novel actor engagement foundations to explicate value co-creation in multi-actor service ecosystems. Our research informs on value co-creation at a meta-theoretical level utilizing the explanatory power of mid-range theory. We suggest that actor pre-disposition (propensity to engage) differs from actor disposition (readiness to engage) outlined in engagement literature. Applying a longitudinal study design and using an established measurement from organizational psychology, we uncover a novel dynamic perspective on these pre-dispositions prior to and during resource investment throughout multi-actor engagement activities. Self-, social, and task pre-dispositions change over time when actors engage with one another to collaborate making this relatively stable construct of attitude “flexi-stable”.

Business customer virtual interaction: enhancing value creation in B2B markets in the post-COVID-19 era – an SME perspective

PurposeThe unprecedented changes in the marketplace induced by the COVID-19 pandemic and the resultant accelerated corporate migration to virtual ecosystems have added several unique research opportunities and theoretical gaps, especially in business-to-business (B2B) small- and medium-sized enterprises (SME) markets in the service sector. Particularly, customer interactions in B2B services that were once sustained by the “people mix” now demand a huge overhaul in light of the “new normal” restrictions. Hence, the purpose of this study is to explore how B2B service firms can engender firm value through virtual customer interactions during and in the post-COVID-19 era from an SME’s perspective.Design/methodology/approachThis study adopts an exploratory qualitative inquiry to contribute to this discourse by proposing a conceptual framework based on prior literature and relevant theoretical frameworks, as well as qualitative interviews with SME managers, CEOs and/or owner-managers.FindingsThe qualitative findings reveal organizational preparedness, empathy, digital content and trust as key enablers of effective B2B virtual interaction that enhances cocreated value, thereby augmenting firm value. This study offers a much-needed examination of virtual interaction in B2B contexts and proposes a business customer virtual interaction model.Research limitations/implicationsThe exploratory nature of this study is one limitation, and future studies with a bigger representative sample size that uses survey or experimental data drawn from large enterprises might add value to the current findings. Also, while this study is conducted in dynamic markets due to the COVID-19 crisis, future research must examine the customer/firm’s experiences in other forms of crises-led market ecosystems.Practical implicationsB2B service firms must be strongly inclined to continuously take steps to develop and maintain virtual interaction with customers. Proactive efforts to familiarize internal and external stakeholders with virtual interaction platforms are a crucial step for effective customer engagement. The effectiveness of B2B virtual interactions can be strengthened through digital content that elicits trust and exhibits empathy, especially in crises led-markets. Also, the value created for the firm must be redeployed strategically to sustain positive customer engagement behaviors that continue to deliver value to the firm and the customer.Originality/valueThis paper contributes to the increasing B2B customer engagement literature by exploring the ongoing dialogue on how B2B firms can strive and succeed in the post-COVID-19 era or related crises-led market ecosystems through enhanced virtual B2B customer interaction efforts.

Leader–member innovative work behavior (in)congruence and task performance: The moderating role of work engagement

We focus on dyadic interactions among supervisor- and employee-innovative work behavior (IWB) and how (in)congruence ([mis]fit) conditions relate to employee task performance. The logic of the person–supervisor (P–S) fit framework is used to explicate perceived supervisory performance ratings in the high-high fit and low-low fit situations, as well as designate the moderating effects of employee work engagement on the leader–member IWB incongruence–task performance link. A time-lagged two-source field research study on a sample of 157 employees and 40 direct supervisors from four public-sector organizations operating in an EU member state indicates that having highly innovative supervisors and likewise innovative employees produces the highest levels of employee task performance. Moreover, a moderated polynomial regression analysis revealed that employee work engagement buffers the effect of perceived misfit, elevating followers’ task performance in the condition of low supervisor-IWB and high employee-IWB. Contributions and implications for the innovation management and work engagement literature are discussed.

Online student engagement and place attachment to campus in the new service marketplace: an exploratory study

PurposeThe pandemic has accelerated the use of virtual learning spaces and led to rethinking post-pandemic course delivery. However, it remains unclear whether students’ online engagement in e-servicescapes can influence attachment to a place, i.e. a physical servicescape. This study conducted an exploratory study to inform place attachment and actor engagement literature in an online service context.Design/methodology/approachQuantitative survey design was used and 98 usable responses were collected from undergraduate and postgraduate students at a major New Zealand university during the COVID-19 pandemic in 2020. The questionnaire consisted of 23 items relating to three dimensions of online student engagement and 19 items referring to six dimensions of campus attachment.FindingsResults of the exploratory study indicate that classmate community in online lectures, referring to student–student interactions, can positively influence five of the dimensions of campus attachment, including place identity, place dependence, affective attachment, social bonding and place memory, even though students are physically not on campus. However, it cannot influence place expectation. Moreover, instructor community (student–instructor interaction) and learning engagement (student–content interaction) in online lectures have insignificant impact on campus attachment.Research limitations/implicationsThis study emphasises the social dimension when interacting in e-servicescapes. Person-based interactions are more influential than content-based interactions for student engagement. Educational service providers should integrate the e-servicescape and the physical servicescape by encouraging more student–student interactions to contribute to service ecosystem well-being at the micro, meso and macro levels.Originality/valueThis study indicates that customer-to-customer interaction serves to integrate customer engagement across the digital and physical realms for process-based services like education.

A synergetic perspective on students’ perception of classroom environment, expectancy value belief, and engagement in an EFL context

Engaging students in the second language (L2) classroom is a critical task that requires a clear understanding of the multilayered characteristics of the L2 classroom and the motivational mechanisms through which these characteristics influence student engagement. This study contributes to the L2 engagement literature in this regard by examining the relationship among students’ expectancy and task value belief, their perception of the three L2 classroom conditions, namely classroom structure, teaching relevance, and peer support, and their engagement in an instructed L2 learning setting. Structural equation modelling was employed to analyse self-report data collected from 413 first year students of English as a foreign language (EFL) in Vietnam. Results suggest that teaching relevance and peer support significantly predicted students’ expectancy and task value belief, which in turn enhanced all dimensions of engagement. On the other hand, classroom structure was found to have no effect on students’ expectancy value belief and their engagement in the L2 classroom. Multi-group analyses further revealed that the effect of teaching relevance on expectancy belief was significant and strong only for high-proficiency students while peer support predicted task value belief more strongly among English major students than non-English major students. The findings offer important implications for the development of an engaging L2 classroom that caters to students with different L2 proficiency levels and academic majors.

The Influence of Non-Transactional Fan Engagement on Merchandise Consumption

Abstract: The purpose of this research is to examine the impact of fan engagement on merchandise purchase intentions. We draw on existing fan engagement literature and focus on non-transactional fan engagement and its effects on merchandise purchasing as a single transactional fan engagement dimension. Data were collected from 206 season ticket holders (Study 1) and 520 fans of professional sports teams (Study 2) and analyzed using structural equation modeling. Findings show non-transactional fan engagement dimensions explain 51% (Study 1) and 60% (Study 2) of merchandise purchase intentions and consumption is driven by fan engagement dimensions related to the individual fan, rather than those dimensions that are influenced by others. This article contributes to the sports marketing literature by providing specific insights on the relationship between non-transactional fan engagement dimensions and merchandise consumption intentions. Thus, the findings have important implications for sport marketers as merchandise represents a crucial revenue stream of sport organizations.

An exploration of the impact of gender on customer engagement

ABSTRACT Customer engagement has emerged as a noteworthy marketing concept, as several studies have linked it to desirable performance outcomes. However, extant customer engagement research offers few insights into gender’s direct impact across different customer engagement activities. To offer a detailed perspective of these effects, we examine these gender-related differences across four aspects of customer engagement: customer purchases, customer referrals, customer influence, and customer knowledge. To increase the explanatory power of our model and better parse out effect differences across women and men, we also explore the mediating role of perceived brand fairness and the moderating role of brand identification. The findings of our survey research (n = 250) show that females, relative to males, display higher levels of customer purchases, customer influence, and customer knowledge, but not customer referrals. Also, the results reveal that perceived brand fairness mediates the impact of gender on customer engagement. Further, brand identification negatively moderates the link between gender and perceived brand fairness. The results of this study carry noteworthy theoretical implications for customer engagement literature, social identity theory, and social role theory, as well as relevant managerial implications.

COVID-19 vaccination: engagement behavior patterns and implications for public health service communication

PurposeCOVID-19 vaccinations face a backdrop of widespread mistrust in their safety and effectiveness, specifically via social media platforms which constitute major barriers for the public health sector to manage COVID-19 (and future) pandemics. This study provides a more nuanced understanding of the public's engagement behavior toward COVID-19 vaccinations.Design/methodology/approachUsing Netnography, this study explores the public's interactions with vaccine communications by the WHO via Facebook. From WHO posts about the COVID-19 vaccination 23,726 public comments on Facebook were extracted and analyzed.FindingsBuilding on crisis communication, health and engagement literature, this paper identifies and conceptualizes seven patterns of engagement behavior toward the COVID-19 vaccination and develops the first framework of relationships between these patterns and the extant vaccine attitudes: vaccine acceptance, hesitancy and refusal.Practical implicationsThis paper helps policymakers identify and adapt interventions that increase vaccine confidence and tailor public health services communications accordingly.Originality/valueThis research offers the first typology of patterns of engagement behavior toward COVID-19 vaccinations and develops a framework of relationships between these patterns and the existing understanding in health literature. Finally, the study provides data-driven communication recommendations to public health service organizations.

The impact of COVID-19 pandemic on public engagement approaches to disaster preparedness for foreign residents: case of Tokyo Metropolitan Area, Japan

PurposeForeign residents in Japan are classified as one vulnerable group at risk of disasters. Therefore, various measures are in place to engage, educate and offer first-hand experiences of disaster countermeasures required to overcome systematic disaster preparedness problems. However, the need for Japan to prevent the spread and infection of COVID-19 has necessitated measures that prohibit public gatherings and other social activities. This study aims to look at how these arrangements have impacted public engagement approaches to disaster preparedness for foreign residents within the Tokyo Metropolitan Area.Design/methodology/approachThis study identifies local organizations and examines their methods of engagement that enhance the disaster preparedness of foreign residents in the Tokyo Metropolitan Area. The activities are examined in the context of when there was no COVID-19 pandemic and the current state of the pandemic. A change in activities attributed to the COVID-19 pandemic is then extracted and explained through field surveys and interviews with the relevant organization.FindingsThis study reveals that most disaster preparedness activities were best accomplished through in-person engagements. Nevertheless, online engagements have become the alternative option because of COVID-19 infection prevention. This change has widen the coverage of some activities but major setbacks include events cancelations and technical and technological challenges attributed to using online platforms.Research limitations/implicationsThis study did not examine the effectiveness of pre-COVID-19 pandemic engagement approaches and current changes attributed to the pandemic; many public engagement literatures acknowledge success to include the number of participants, the abilities of organizations to find ways to effectively and positively engage their stakeholders for meaningful partnerships, the number of clicks, access to a website and comments made online. Therefore, as organizations in this study have shown a glimpse of the above characteristics, there are indications of some level of effectiveness in their engagement approaches even amid a pandemic.Practical implicationsTo avoid such situations in the future, there is the need for the Tokyo Metropolitan Government, local governments and associated organizations to develop public engagement approaches that are flexible to resist or cope with in-person, remote encounters, or sudden circumstances that could potentially derail planned activities.Social implicationsThe most effects attributed to the COVID-19 pandemic are the cancelation of many disaster drill exercises, community disaster walks, training of volunteers for foreign residents’ assistance and many hours of “Yasashii Nihongo” lesson. The cancelation of activities is a setback to the efforts of self-help and mutual aid campaigns by authorities to reduce the impacts of disasters.Originality/valueThe spirit of inclusion has been an embodiment of disaster management approaches in Japan for years for which policy recognitions have been tagged along the dimensions of public aid, self-help and mutual aid. These are aimed at engaging the populace, especially foreign residents in disaster training and exercises, language study and other communal activities for disaster preparedness. However, to prevent the spread of COVID-19, there have been a series of restrictions on gathering and inter-personal public engagement activities in Japan. As foreigners are classified as the most vulnerable to disaster in Japan, it is important to understand how these restrictions will/are affecting the efforts of integration and disaster preparedness, which are a crucial part of the Government’s effort to reduce casualties and damage in the anticipated Nankai megathrust earthquake. Besides the results being useful for government interventions, it also adds to the knowledge of the repercussion of COVID-19 and how to plan for emergencies.

Interpersonal justice and creativity: testing the underlying cognitive mechanisms

Purpose The purpose of this study is to examine the underlying cognitive mechanisms between interpersonal justice and creativity. Design/methodology/approach The theoretical model was tested through survey method in two distinct settings, i.e. student teams and organizational setting. Findings This study found evidence that interpersonal justice has an indirect relationship with creative behavior through two distinct paths of psychological meaningfulness and psychological availability in Study 1 and through psychological availability in Study 2. The results clarify and support the proposition in the justice literature that interpersonal fairness is relevant to creativity because of its relationship to risks associated with creativity, and that this affect holds when controlling for procedural, distributive and informational justice (Study 2). Research limitations/implications The results suggest that interpersonally fair supervision has a significant influence on employees’ creativity. Fair supervisory treatment adds value to the organization and contributes to the well-being of employees by directly influencing perceptions of psychological engagement factors of meaningfulness and availability of resources. Originality/value This study contributes to the justice, creativity and psychological engagement literatures by exploring the mechanisms linking organizational justice and creativity in a non-Western context.