This book is a genuine contribution in the area of customer engagement on following counts 1. A comprehensive review of other works in this field is the most useful coverage for the young researchers and professionals. 2. A new perspective and methodology is developed for the measurement of customer engagement 3. A new model is developed following a comprehensive survey of existing models. 4. The book is based on data collected from 4 metropolitan cities from four corners of India. 5. Language is simple and Lucid. 6. Book is based on a rigorous research work
CHAPTER-I
• Engagement Conceptualization in the Marketing Literature Customer Engagement Conceptualization in the Marketing Literature Data Framework
CHAPTER-II
• Overview: Engagement conceptualizations (selected academic disciplines). Engagement Conceptualization in the Marketing Literature Summary Review of Important Papers Related to Customer Engagement
CHAPTER-III
• FMCGs Category and products Summary Review of the result of Some Research Studies on Fast Moving Consumer Goods (FMCGs)
CHAPTER-IV
• Departments/individuals responsible for co- creating customer value
• Opinion towards the concept customer engagement
• Indicators for the state of Customer Engagement
• Customers commitments towards purchase of company’s products & services
• Importance of blog monitoring for maintaining customer engagement
• Traits/Skills which are most important for company to promote Customer Engagement
• Customer’s informations relevant to customer engagement practice
• Company’s has long term and strategic perspective and determination for customer engagement in the present competitive market eco- system
• Methods of collecting customers’ information are being currently practiced by the companies as long term perspective & strategic component of CE practice.
• Practices are of ut-most importance for engaging the customers currently applied by the companies
• Mechanisms are being used to obtain customers’ feedback.
• Companies are practicing the following activities
• Initiatives/Activities on Customer Engagement or Related Issues Executing By Select Indian FMCGs Companies
• Services / Practices Followed By the Select Indian FMCG Companies in Social Platform
• Social Sites Followed By the Select Indian Fast Moving Consumer Goods (FMCGs) Companies
• Social interactions about the products/ brands in Indore
• Social interactions about the products/ brands in Mumbai
• Social interactions about the products/ brands in Kolkata
• Social interactions about the products/ brands in Delhi
• Social interactions about the products/ brands in Chennai
• Overall Picture of Social Interactions about the Products/ Brands
• Gender Details of the Respondents (Zone Wise)
• Age Group of the Respondent (Zone Wise)
• Occupation of the Respondents (Zone Wise)
• Income Level of the Respondents (Zone Wise)
• Educational Attainment of the Respondent in Selected Five Zones
• Table Showing the Reliability Statistics of the Scale
• Kaiser-Meyer-Olkin (KMO) and Bartlett’s Test for Involvement
• Total Variance Explained for Involvement
• Rotated Component Matrix a for Involvement
• Kaiser-Meyer-Olkin (KMO) and Bartlett’s Test for Attachment
• Total Variance Explained for Attachment
• Rotated Component Matrixa for Attachment
• Kaiser-Meyer-Olkin (KMO) and Bartlett’s Test for Self-Brand Connection
• Total Variance Explained for Self-Brand Connection
• Rotated Component Matrixa for Self-Brand Connection
• Kaiser-Meyer-Olkin (KMO) and Bartlett’s Test for Socialization
• Total Variance Explained for socialization
• Rotated Component Matrixa for socialization
• Descriptive Statistics Statements Wise
• ANOVAs Factor Score Gender Wise
• ANOVAs Factor Score Occupation Wise
• ANOVAs Factor Score Age-Group Wise
• ANOVAs Factor Score Income-Group Wise
• ANOVAs Factor Score Educational Attainment Wise
• ANOVAs Factor Score Zone Wise
• Factors Having High Positive Association to the Factors of Customer Engagement (Central Zone: Indore)
• Factors Having High Positive Association to the Factors of Customer Engagement (South Zone: Chennai)
• Factors Having High Positive Association to the Factors of Customer Engagement (East Zone: Kolkata)
• Factors Having High Positive Association to the Factors of Customer Engagement (North Zone: Delhi)
• Factors Having High Positive Association to the Factors of Customer Engagement (West Zone: Mumbai)
• Factor’s Impact to the Process of Engagement (Parameter Wise)
• Overall Picture of Engagement zone wise
• Zone Wise Distance from position of Eminence over Customer Engagement
• Eminence of customer engagement from standard theoretical proposition
• Calculation of Eminence on All India Bases
CHAPTER-V
• Parameters of CE / Factors Constituting Parameters of CE/ Elements Constituting Factors of CE Parameters
• Factors of the Customer Engagement Parameters, Factors Get Linked With Models and Factors Not Get Linked With Models
• Glimpse of Identified Factor and Its Linkage with the Existing Customer Engagement Models
Dr. Mintu Gogoi
Dr. Gogoi is working as Assistant Professor in the Department of Commerce, Gargaon College, Simaluguri, Assam. Earlier he was engaged with Chaiduar College, Gohpur (Assam), The NIS Academy, adivision of NIS Sparta Ltd. (A Reliance – Anil Dhirubhai Ambani Group Company) as an Assistant Professor. He has more than nine years of teaching experience and more than twenty research papers, six numbers of chapter contribu
Dr. Brajesh Kumar
Dr. Kumar is working as Associate Professor in the Department of Commerce at Assam University (A Central University) Silchar, Assam. He has more than 14 years of teaching experience. More than sixty research papers, four books including two edited book published to his credit. Toal 9 numbers of PhD and 2 number of M.Phil scholars are being awarded under the guidance of Dr Kumar.
Subject Covers:-
• Descriptive Statistics Statements Wise
• ANOVAs Factor Score Gender Wise
• ANOVAs Factor Score Occupation Wise
• ANOVAs Factor Score Age-Group Wise
• ANOVAs Factor Score Income-Group Wise
• ANOVAs Factor Score Educational Attainment Wise
• ANOVAs Factor Score Zone Wise
• Opinion towards the concept customer engagement
• Indicators for the state of Customer Engagement
• Customers commitments towards purchase of company’s products & services
• Importance of blog monitoring for maintaining customer engagementThis Book Useful for the students of :-
MBA, BBA, B.COM, MMM & so on related courses of management & Commerce
ALL RELATED MANAGEMENT COMMERCE STREAMS
