Exploring the role of extrovert-introvert customers’ personality prototype as a driver of customer engagement

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dc.contributor.author Itani, Omar S.
dc.contributor.author El Haddad, Rania
dc.contributor.author Kalra, Ashish
dc.date.accessioned 2020-03-11T13:31:57Z
dc.date.available 2020-03-11T13:31:57Z
dc.date.copyright 2020 en_US
dc.date.issued 2020-03-11
dc.identifier.issn 0969-6989 en_US
dc.identifier.uri http://hdl.handle.net/10725/11864 en_US
dc.description.abstract Drawing on social exchange theory, the current study examines new drivers and their associated processes of customer engagement. In spirit, the study tests the direct and indirect impacts of the extraversion–introversion personality trait on customer engagement. The study takes into consideration the contingency role of time by testing the moderating role of relationship duration. Results demonstrate that the more extraverted customers are, the more they are likely to engage with service firms. Further, extraversion is positively related to customer–employee interaction, which in turn leads to more utilitarian and hedonic values perceived by customers. Both types of value, then, induce higher customer engagement behaviors in terms of customer referrals, knowledge sharing, and social-influence. Findings demonstrate that relationship duration moderates some of the examined relationships. The current study contributes to the literature by extending the knowledge on customer engagement's predisposition and social causes. en_US
dc.language.iso en en_US
dc.title Exploring the role of extrovert-introvert customers’ personality prototype as a driver of customer engagement en_US
dc.type Article en_US
dc.description.version Published en_US
dc.title.subtitle does relationship duration matter? en_US
dc.author.school SOB en_US
dc.author.idnumber 200501701 en_US
dc.author.department Hospitality Management And Marketing en_US
dc.description.embargo N/A en_US
dc.relation.journal Journal of Retailing and Consumer Services en_US
dc.journal.volume 53 en_US
dc.keywords Customer engagement en_US
dc.keywords Extraversion en_US
dc.keywords Introversion en_US
dc.keywords Personality en_US
dc.keywords Customer–employee interaction en_US
dc.keywords Utilitarian value en_US
dc.keywords Hedonic value en_US
dc.keywords Relationship duration en_US
dc.identifier.doi https://doi.org/10.1016/j.jretconser.2019.101980 en_US
dc.identifier.ctation Itani, O. S., El Haddad, R., & Kalra, A. (2020). Exploring the role of extrovert-introvert customers’ personality prototype as a driver of customer engagement: Does relationship duration matter?. Journal of Retailing and Consumer Services, 53, 101980. en_US
dc.author.email omar.itani@lau.edu.lb en_US
dc.identifier.tou http://libraries.lau.edu.lb/research/laur/terms-of-use/articles.php en_US
dc.identifier.url https://www.sciencedirect.com/science/article/pii/S096969891930668X en_US
dc.orcid.id https://orcid.org/0000-0003-2258-7837 en_US
dc.author.affiliation Lebanese American University en_US

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