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Responsible stakeholder engagement marketing
Goodman School of Business, Brock University, ON, St. Catharines, Canada; Chang Jiang Scholar, HUST, China; Distinguished Fellow, MICA, India; Distinguished Fellow, Prin. L. N. Welingkar Institute of Management Development and Research (WeSchool), Mumbai, India.
Umeå University, Faculty of Social Sciences, Umeå School of Business and Economics (USBE), Business Administration. Sunway Business School, Sunway University, Malaysia; Vilnius University, Lithuania; Tallinn University of Technology, Estonia; University of Johannesburg, South Africa.ORCID iD: 0000-0002-1282-0319
Carol and G. David Van Houten, Jr. ’71 Professor, Research Director-Center for Retailing Studies (CRS), Mays Business School - Texas A&M University, TX, United States.
Prin. L. N. Welingkar Institute of Management Development and Research (WeSchool), Mumbai, India.
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2025 (English)In: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 189, article id 115143Article in journal (Refereed) Published
Abstract [en]

By strategically cultivating customers’ engagement, Customer Engagement Marketing (CEM) boosts the firm's relationships with its customers. However, CEM's isolated customer focus overlooks the importance of cultivating other firm stakeholders’ (e.g., employees’ or suppliers’) engagement with the firm, exposing a pertinent gap in the literature. Addressing this gap, we conceptualize Responsible Stakeholder Engagement Marketing (RSEM) as a theoretical sub-set of the broader corporate social responsibility (CSR) concept. We define RSEM as a firm's deliberate strategic effort to stimulate and empower its stakeholders to make responsible contributions to the firm, other stakeholders, and the environment. We also develop a framework and an associated set of propositions that are informed by stakeholder theory, which suggest that a firm's internal (vs. specific external) stakeholders’ need for the firm's social responsibility differentially affects its instrumental, compliant and moral RSEM strategy, thereby uniquely impacting (a) its stakeholders’ contributions to the firm, other stakeholders, and the environment, and (b) the firm's triple bottom-line performance. We conclude by discussing key implications that arise from our analyses.

Place, publisher, year, edition, pages
Elsevier, 2025. Vol. 189, article id 115143
Keywords [en]
Corporate social responsibility (CSR), Customer engagement marketing, Marketing strategy, Responsible marketing, Responsible stakeholder engagement marketing (RSEM), Stakeholder theory
National Category
Business Administration
Identifiers
URN: urn:nbn:se:umu:diva-233999DOI: 10.1016/j.jbusres.2024.115143ISI: 001414230800001Scopus ID: 2-s2.0-85214141436OAI: oai:DiVA.org:umu-233999DiVA, id: diva2:1926581
Available from: 2025-01-13 Created: 2025-01-13 Last updated: 2025-04-24Bibliographically approved

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Hollebeek, Linda

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