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Factors influencing customer engagement in social commerce websites: a systematic literature review

Busalim, Abdelsalam and Che Hussin, Ab. Razak and A. Iahad, Noorminshah (2019) Factors influencing customer engagement in social commerce websites: a systematic literature review. Journal of Theoretical and Applied Electronic Commerce Research, 14 (2). pp. 1-14. ISSN 0718-1876

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Official URL: http://dx.doi.org/10.4067/S0718-18762019000200102

Abstract

The evolution of social commerce (s-commerce) has changed both businesses and customers. Therefore, understanding customer engagement behaviour in the s-commerce context has become a key competitive advantage for companies that aim to build a customer-centric business. The purpose of this study is to provide an in-depth review of customer engagement studies in the context of s-commerce. This study used a systematic literature review approach on customer engagement studies in the context of s-commerce. The results show that social theories and factors play a significant role in customer engagement along with technological factors. More importantly, drawn from the review results, a research framework was developed to show the factors that provide the greatest influence in customer engagement behavior.

Item Type:Article
Uncontrolled Keywords:customer engagement, social commerce, social media, systematic literature review
Subjects:Q Science > QA Mathematics > QA75 Electronic computers. Computer science
Divisions:Computing
ID Code:87612
Deposited By: Yanti Mohd Shah
Deposited On:30 Nov 2020 09:06
Last Modified:30 Nov 2020 09:06

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