How to cite this paper
Panjaitan, F & Panjaitan, H. (2021). Customer value is reviewed in terms of customer relationship learning and customer engagement: Evidence from banking industry.Accounting, 7(1), 89-94.
Refrences
Ateke, B.W., & Iruka, C.H. (2015). Investigating the relationship between customer involvement management and marketing performance in the manufacturing industry. International Journal of Research in Business Studies and Management, 2(9), 22-34.
Banytea, J., & Dovaliene, A. (2014). Relations between customer engagement into value creation and customer loyalty. 19th International Scientific Conference; Economics and Management (ICEM), April 2014, 23-25. Riga, Latvia. DOI: 10.1016/j.sbspro. 2014.11.226
Brodie, R.J., Ilic, A., Juric, B., & Hollebeek, L. (2011). Consumer engagement in a virtual brand community: An exploratory analysis. Journal of Business Research, 66(1), 105–114.
Bowden, J.L.H. (2009). The Process of Customer Engagement: A Conceptual Framework, December 2009. The Journal of Marketing Theory and Practice, 17(1), 63-74. DOI: 10.2753/MTP1069-6679170105
Chang, C.W., Huang, H.C., Wang, S.J., & Lee, H. (2019). Relational bonds, customer engagement, and service quality. The Service Industries Journal. DOI: 10.1080/02642069.2019.1611784
Chen, Y.S., Ming, J.J.L., & Chang, C.H. (2009). The positive effects of relationship learning and absorptive capacity on innovation performance and competitive advantage in industrial markets. Industrial Marketing Management, 38(2), 152-158
Cialdini, R. (2010). Influence: The Psychology of Persuasion. 4thedition. International Edition. Singapore:McGrawHill.
Darwin, D., Suwanna, K., & Theingi (2017). Building Customer Loyalty Through Service Quality, Customer Engagement and Commitment: The Case of Mobile Network Providers in Thailand (February 21, 2017). XVI International Business & Economy Conference (IBEC) - Chile 2017. Available at SSRN: https://ssrn.com/abstract= 2921006.
Eng, T.-Y. (2005). The effects of learning on relationship value in a business network context. Journal of Business-to-Business Marketing, 12(4), 67-101. DOI: 10.1300/J033v 12n04_03
Ghofur, A., Ujianto, & Halik, A. (2018). Effect of total quality service on customer value, customer relationship management, corporate image, customer pride and its impact on customer engagement private high education In East Java. International Journal of Business and Management Invention, 6(10), 80-87.
Hapsari, R., Clemes, M., & Dean, D. (2017). The impact of service quality, customer engagement and selected marketing constructs on airline passenger loyalty, International Journal of Quality and Service Sciences, 9(1),21-40. Doi: 10.1108/IJQSS-07-2016-0048
Hapsari, R.D.V. (2015). The Impact of Customer Engagement and Selected Higher Order Marketing Constructs on Customer Loyalty: An Empirical Investigation of the Indonesian Airline Industry. Lincoln University 2015. https://core.ac.uk/download/ pdf/35470242.pdf
Hair, J.F., Hult, G.T.M., Ringle, C., & Sarstedt, M. (2016). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM). Second Edition. Australia: SAGE Publications, Inc
Harryani, S. (2017). Customer Relationship Management Influence On Customer Value, Product Quality And Service Quality In Improving Customer Satisfaction And Its Implication On The Customer Loyalty. Jurnal Ekonomi Bisnis. 22(2), 160-165.
Hawkins, D.. Best, R. J., & Coney, K. A. (2013). Consumer Behavior. NewYork:The McGraw–HillCompanies, Inc
Heri, H. (2017). Analysis the effect of service quality, customers value, customer satisfaction and customer trust on corporate image. OSR Journal of Business and Management (IOSR-JBM), 19(6), 38-46.
Hollebeek, L. D. (2011). Demystifying customer brand engagement: Exploring the loyalty nexus. Journal of Marketing Management, 27(7), 785-807.
Ishaq, M.I., Bhutta, M.H., Hamayun, A.A., Danish, R.Q, & Hussain, N.M. (2014), Role of corporate image, product quality and customer value in customer loyalty: Intervening effect of customer satisfaction. Journal of Basic and Applied Scientific Research, 4(4), 89-97
Itani, O.S., Kassar, A.N, & Loureiro, S.M.C. (2019). Value get, value give: The relationships among perceived value, relationship quality, customer engagement, and value consciousness. International Journal of Hospitality Management, 80(7), Pages 78-90. Doi: 10.1016/j.ijhm.2019.01.014
Johnston, R. (2017). Insights into service excellence, in Service Excellence als Impulsgeber., Springer, 17-35.
Lemeshow, S., Hosmer Jr, D. W., Klar, J., & Lwanga, S. K. (1997). Adequacy Of Sample Size In Health Studies. New York: World Health Organization
Leong, M.K, Syuhaily, O., & Laily, P. (2017). Relationship between consumer involvement and consumer engagement with consumer loyalty in tourism and hospitality industry. International Journal of Academic Research in Economics and Management Sciences, 6(4),72-91.
Manggarani, C.A. (2018). The role Of customer engagement on customer loyalty: A study at a private higher education institution. Hasanuddin Economics and Business Review 2(1), 71-82.
Nammir, D.S.S, Marane, Bayar, M.R., & Ali, A.M. (2012). Determine the role of customer engagement on relationship quality and relationship performance. European Journal of Business and Management. 4(11), 27-37.
Naomi, D. (2015). Pengaruh online consumer engagement dalam website HijUp.com terhadap Kepercayaan Konsumen (Studi terhadap Konsumen HijUp.com). Jurnal Ilmiah Universitas Bakrie, 3(03), Aug. 2015.
Oswald A. Mascarenhas, O.A, Kesavan, R., & Bernacchi, M. (2004). Customer value-chain involvement forco-creating customer delight. Journal of Consumer Marketing, 21(7), 486-496.
Panjaitan, H, & Komari, A. (2018). The role of customer value and customer pride as variable mediation on customer engagement relationship with corporate image. International Review of Management and Marketing, 8(5), 1-8.
Rivai, A.R, & Wahyudi (2016). The effort to create customer engagement on customer e_banking (Empirical Studies on Bank BNI Regional Semarang). Jurnal Dinamika Manajemen, 7(2), 191-205.
Selnes, F., & Sallis, J. (2009). Relationship Learning with Key Customers, 99-103. Accessed 16 nov 2019. https://www.msi.org/reports/.
So, K. K. F., King, C., Sparks, B. A., & Wang, Y. (2016). The role of customer engagement in building consumer loyalty to tourism brands. Journal of Travel Research, 55(1), 64-78.
Solomon, M.R. (2013). Consumer Behavior: Buying, Having and Being, 10thed. Pearson education limited, England.
Šonková, T., & Grabowska, M. (2015). Customer engagement: transactional vs. relationship marketing. Journal of International Studies, 8(1), 196-207.
Vo, N. T., Chovancová, M., & Tri, H. T. (2020). The impact of E-service quality on the customer satisfaction and consumer engagement behaviors toward luxury hotels. Journal of Quality Assurance in Hospitality & Tourism, 21(5), 499-523.
Banytea, J., & Dovaliene, A. (2014). Relations between customer engagement into value creation and customer loyalty. 19th International Scientific Conference; Economics and Management (ICEM), April 2014, 23-25. Riga, Latvia. DOI: 10.1016/j.sbspro. 2014.11.226
Brodie, R.J., Ilic, A., Juric, B., & Hollebeek, L. (2011). Consumer engagement in a virtual brand community: An exploratory analysis. Journal of Business Research, 66(1), 105–114.
Bowden, J.L.H. (2009). The Process of Customer Engagement: A Conceptual Framework, December 2009. The Journal of Marketing Theory and Practice, 17(1), 63-74. DOI: 10.2753/MTP1069-6679170105
Chang, C.W., Huang, H.C., Wang, S.J., & Lee, H. (2019). Relational bonds, customer engagement, and service quality. The Service Industries Journal. DOI: 10.1080/02642069.2019.1611784
Chen, Y.S., Ming, J.J.L., & Chang, C.H. (2009). The positive effects of relationship learning and absorptive capacity on innovation performance and competitive advantage in industrial markets. Industrial Marketing Management, 38(2), 152-158
Cialdini, R. (2010). Influence: The Psychology of Persuasion. 4thedition. International Edition. Singapore:McGrawHill.
Darwin, D., Suwanna, K., & Theingi (2017). Building Customer Loyalty Through Service Quality, Customer Engagement and Commitment: The Case of Mobile Network Providers in Thailand (February 21, 2017). XVI International Business & Economy Conference (IBEC) - Chile 2017. Available at SSRN: https://ssrn.com/abstract= 2921006.
Eng, T.-Y. (2005). The effects of learning on relationship value in a business network context. Journal of Business-to-Business Marketing, 12(4), 67-101. DOI: 10.1300/J033v 12n04_03
Ghofur, A., Ujianto, & Halik, A. (2018). Effect of total quality service on customer value, customer relationship management, corporate image, customer pride and its impact on customer engagement private high education In East Java. International Journal of Business and Management Invention, 6(10), 80-87.
Hapsari, R., Clemes, M., & Dean, D. (2017). The impact of service quality, customer engagement and selected marketing constructs on airline passenger loyalty, International Journal of Quality and Service Sciences, 9(1),21-40. Doi: 10.1108/IJQSS-07-2016-0048
Hapsari, R.D.V. (2015). The Impact of Customer Engagement and Selected Higher Order Marketing Constructs on Customer Loyalty: An Empirical Investigation of the Indonesian Airline Industry. Lincoln University 2015. https://core.ac.uk/download/ pdf/35470242.pdf
Hair, J.F., Hult, G.T.M., Ringle, C., & Sarstedt, M. (2016). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM). Second Edition. Australia: SAGE Publications, Inc
Harryani, S. (2017). Customer Relationship Management Influence On Customer Value, Product Quality And Service Quality In Improving Customer Satisfaction And Its Implication On The Customer Loyalty. Jurnal Ekonomi Bisnis. 22(2), 160-165.
Hawkins, D.. Best, R. J., & Coney, K. A. (2013). Consumer Behavior. NewYork:The McGraw–HillCompanies, Inc
Heri, H. (2017). Analysis the effect of service quality, customers value, customer satisfaction and customer trust on corporate image. OSR Journal of Business and Management (IOSR-JBM), 19(6), 38-46.
Hollebeek, L. D. (2011). Demystifying customer brand engagement: Exploring the loyalty nexus. Journal of Marketing Management, 27(7), 785-807.
Ishaq, M.I., Bhutta, M.H., Hamayun, A.A., Danish, R.Q, & Hussain, N.M. (2014), Role of corporate image, product quality and customer value in customer loyalty: Intervening effect of customer satisfaction. Journal of Basic and Applied Scientific Research, 4(4), 89-97
Itani, O.S., Kassar, A.N, & Loureiro, S.M.C. (2019). Value get, value give: The relationships among perceived value, relationship quality, customer engagement, and value consciousness. International Journal of Hospitality Management, 80(7), Pages 78-90. Doi: 10.1016/j.ijhm.2019.01.014
Johnston, R. (2017). Insights into service excellence, in Service Excellence als Impulsgeber., Springer, 17-35.
Lemeshow, S., Hosmer Jr, D. W., Klar, J., & Lwanga, S. K. (1997). Adequacy Of Sample Size In Health Studies. New York: World Health Organization
Leong, M.K, Syuhaily, O., & Laily, P. (2017). Relationship between consumer involvement and consumer engagement with consumer loyalty in tourism and hospitality industry. International Journal of Academic Research in Economics and Management Sciences, 6(4),72-91.
Manggarani, C.A. (2018). The role Of customer engagement on customer loyalty: A study at a private higher education institution. Hasanuddin Economics and Business Review 2(1), 71-82.
Nammir, D.S.S, Marane, Bayar, M.R., & Ali, A.M. (2012). Determine the role of customer engagement on relationship quality and relationship performance. European Journal of Business and Management. 4(11), 27-37.
Naomi, D. (2015). Pengaruh online consumer engagement dalam website HijUp.com terhadap Kepercayaan Konsumen (Studi terhadap Konsumen HijUp.com). Jurnal Ilmiah Universitas Bakrie, 3(03), Aug. 2015.
Oswald A. Mascarenhas, O.A, Kesavan, R., & Bernacchi, M. (2004). Customer value-chain involvement forco-creating customer delight. Journal of Consumer Marketing, 21(7), 486-496.
Panjaitan, H, & Komari, A. (2018). The role of customer value and customer pride as variable mediation on customer engagement relationship with corporate image. International Review of Management and Marketing, 8(5), 1-8.
Rivai, A.R, & Wahyudi (2016). The effort to create customer engagement on customer e_banking (Empirical Studies on Bank BNI Regional Semarang). Jurnal Dinamika Manajemen, 7(2), 191-205.
Selnes, F., & Sallis, J. (2009). Relationship Learning with Key Customers, 99-103. Accessed 16 nov 2019. https://www.msi.org/reports/.
So, K. K. F., King, C., Sparks, B. A., & Wang, Y. (2016). The role of customer engagement in building consumer loyalty to tourism brands. Journal of Travel Research, 55(1), 64-78.
Solomon, M.R. (2013). Consumer Behavior: Buying, Having and Being, 10thed. Pearson education limited, England.
Šonková, T., & Grabowska, M. (2015). Customer engagement: transactional vs. relationship marketing. Journal of International Studies, 8(1), 196-207.
Vo, N. T., Chovancová, M., & Tri, H. T. (2020). The impact of E-service quality on the customer satisfaction and consumer engagement behaviors toward luxury hotels. Journal of Quality Assurance in Hospitality & Tourism, 21(5), 499-523.