---
title: "Customer engagement research: papers and trends"
description: "From 2017 to 2026 (so far), the keyword “customer engagement” appeared in 752 papers in the tracked journals, most of them in marketing (299), management (211) and information systems (107)."
url: https://scholar4ai.com/keywords/customer-engagement
markdown_url: https://scholar4ai.com/keywords/customer-engagement.md
license: CC BY-NC 4.0 (https://creativecommons.org/licenses/by-nc/4.0/)
share_text: "From 2017 to 2026 (so far), the keyword “customer engagement” appeared in 752 papers in the tracked journals, most of them in marketing (299), management (211) and information systems (107). (as of 2026-11-03)"
data_url: https://scholar4ai.com/data/rankings.json
updated: 2026-11-03T18:03:37+09:00
window: 2026-10-05 to 2026-11-03
source: OpenAlex (CC0)
---

# Papers on “customer engagement”

Research on “customer engagement” in the 480 tracked journals: papers per year and category, the journals, institutions and countries publishing it, the keywords studied with it and its most-cited papers. It is not among the most frequent keywords of the last 30 days, so this page has no list of its latest papers.

Back to the ranking: https://scholar4ai.com/rankings/keywords.md

## Key findings

- From 2017 to 2026 (so far), the keyword “customer engagement” appeared in 752 papers in the tracked journals, most of them in marketing (299), management (211) and information systems (107).
- 131 of them were published in 2025, against 38 in 2017.
- Since 2023, the institutions with the most of these papers were Nankai University (8), Sun Yat-sen University (8) and Sunway University (8).
- The journals publishing most of them were Journal of Retailing and Consumer Services (95), Journal of Business Research (61) and International Journal of Hospitality Management (21).
- The most-cited of them is “The future of social media in marketing” (Journal of the Academy of Marketing Science, 2019), with 1,892 citations.

## Papers per year

*Papers per publication year and category*

| Category | 2017 | 2018 | 2019 | 2020 | 2021 | 2022 | 2023 | 2024 | 2025 | 2026 (so far) |
|---|---:|---:|---:|---:|---:|---:|---:|---:|---:|---:|
| [Marketing](https://scholar4ai.com/categories/marketing.md) | 20 | 14 | 26 | 20 | 31 | 25 | 24 | 37 | 53 | 49 |
| [Management](https://scholar4ai.com/categories/management.md) | 2 | 7 | 16 | 18 | 17 | 27 | 32 | 24 | 40 | 28 |
| [Information Systems](https://scholar4ai.com/categories/information-systems.md) | 8 | 4 | 4 | 12 | 12 | 7 | 11 | 17 | 19 | 13 |
| [Tourism and Hospitality](https://scholar4ai.com/categories/tourism-and-hospitality.md) | 4 | 4 | 3 | 12 | 6 | 4 | 5 | 16 | 12 | 9 |
| [Economics](https://scholar4ai.com/categories/economics.md) | 1 | 1 | 6 | 4 | 1 | 4 | 3 | 2 | 2 | 4 |
| [Operations Research](https://scholar4ai.com/categories/operations-research.md) | 2 | 0 | 1 | 2 | 0 | 0 | 1 | 3 | 2 | 4 |
| [Finance](https://scholar4ai.com/categories/finance.md) | 0 | 0 | 0 | 0 | 0 | 0 | 1 | 1 | 2 | 5 |
| [AI](https://scholar4ai.com/categories/ai.md) | 0 | 1 | 1 | 1 | 0 | 0 | 1 | 1 | 0 | 0 |
| [Health Economics and Policy](https://scholar4ai.com/categories/health-economics-and-policy.md) | 1 | 0 | 1 | 0 | 0 | 0 | 0 | 0 | 1 | 0 |
| All categories | 38 | 31 | 58 | 69 | 67 | 67 | 78 | 101 | 131 | 112 |

## Where the papers come from

*Journals with the most papers, since 2023*

| # | Journal | Papers |
|---:|---|---:|
| 1 | [Journal of Retailing and Consumer Services](https://scholar4ai.com/journals/journal-of-retailing-and-consumer-services.md) | 95 |
| 2 | [Journal of Business Research](https://scholar4ai.com/journals/journal-of-business-research.md) | 61 |
| 3 | [International Journal of Hospitality Management](https://scholar4ai.com/journals/international-journal-of-hospitality-management.md) | 21 |
| 4 | [Electronic Commerce Research](https://scholar4ai.com/journals/electronic-commerce-research.md) | 16 |
| 5 | [Journal of the Academy of Marketing Science](https://scholar4ai.com/journals/journal-of-the-academy-of-marketing-science.md) | 15 |
| 6 | [Journal of Marketing Analytics](https://scholar4ai.com/journals/journal-of-marketing-analytics.md) | 13 |
| 7 | [Technological Forecasting and Social Change](https://scholar4ai.com/journals/technological-forecasting-and-social-change.md) | 11 |
| 8 | [Journal of Open Innovation Technology Market and Complexity](https://scholar4ai.com/journals/journal-of-open-innovation-technology-market-and-complexity.md) | 11 |
| 9 | [Future Business Journal](https://scholar4ai.com/journals/future-business-journal.md) | 8 |
| 10 | [Journal of Retailing](https://scholar4ai.com/journals/journal-of-retailing.md) | 7 |

*Institutions with the most papers, since 2023*

| # | Institution | Papers |
|---:|---|---:|
| 1 | [Nankai University](https://scholar4ai.com/institutions/nankai-university.md) | 8 |
| 2 | [Sun Yat-sen University](https://scholar4ai.com/institutions/sun-yat-sen-university.md) | 8 |
| 3 | [Sunway University](https://scholar4ai.com/institutions/sunway-university.md) | 8 |
| 4 | [University of Johannesburg](https://scholar4ai.com/institutions/university-of-johannesburg.md) | 8 |
| 5 | [UNSW Sydney](https://scholar4ai.com/institutions/unsw-sydney.md) | 7 |
| 6 | [Edith Cowan University](https://scholar4ai.com/institutions/edith-cowan-university.md) | 6 |
| 7 | [Huazhong University of Science and Technology](https://scholar4ai.com/institutions/huazhong-university-of-science-and-technology.md) | 6 |
| 8 | [University of Newcastle Australia](https://scholar4ai.com/institutions/university-of-newcastle-australia.md) | 6 |
| 9 | Audencia Business School | 5 |
| 10 | Ecole des Hautes Etudes Commerciales du Nord | 5 |

*Countries with the most papers, since 2023*

| # | Country | Papers |
|---:|---|---:|
| 1 | China | 113 |
| 2 | United States | 92 |
| 3 | United Kingdom | 61 |
| 4 | Australia | 49 |
| 5 | India | 48 |
| 6 | France | 32 |
| 7 | Malaysia | 22 |
| 8 | Spain | 18 |
| 9 | Saudi Arabia | 18 |
| 10 | South Korea | 17 |

*Keywords with the most papers, since 2023*

| # | Keyword | Papers |
|---:|---|---:|
| 1 | [purchase intention](https://scholar4ai.com/keywords/purchase-intention.md) | 44 |
| 2 | customer loyalty | 32 |
| 3 | [consumer behavior](https://scholar4ai.com/keywords/consumer-behavior.md) | 27 |
| 4 | [customer satisfaction](https://scholar4ai.com/keywords/customer-satisfaction.md) | 27 |
| 5 | [influencer marketing](https://scholar4ai.com/keywords/influencer-marketing.md) | 27 |
| 6 | [consumer trust](https://scholar4ai.com/keywords/consumer-trust.md) | 26 |
| 7 | [customer experience](https://scholar4ai.com/keywords/customer-experience.md) | 20 |
| 8 | social media marketing | 20 |
| 9 | stimulus-organism-response model | 18 |

## Most-cited papers

*Most-cited papers since 2017*

| # | Citations | Per month | Title | Journal | Published | Authors |
|---:|---:|---:|---|---|---|---|
| 1 | 1,892 | 22.3 | [The future of social media in marketing](https://doi.org/10.1007/s11747-019-00695-1) | [Journal of the Academy of Marketing Science](https://scholar4ai.com/journals/journal-of-the-academy-of-marketing-science.md) | 2019-10-12 | Gil Appel, Lauren S. Grewal, Rhonda Hadi et al. |
| 2 | 1,472 | 15.0 | [The role of live streaming in building consumer trust and engagement with social commerce sellers](https://doi.org/10.1016/j.jbusres.2018.08.032) | [Journal of Business Research](https://scholar4ai.com/journals/journal-of-business-research.md) | 2018-09-01 | Apiradee Wongkitrungrueng, Nuttapol Assarut |
| 3 | 1,194 | 10.1 | [The Future of Retailing](https://doi.org/10.1016/j.jretai.2016.12.008) | [Journal of Retailing](https://scholar4ai.com/journals/journal-of-retailing.md) | 2017-01-12 | Dhruv Grewal, Anne L. Roggeveen, Jens Nordfält |
| 4 | 1,126 | 9.9 | [Social media in marketing: A review and analysis of the existing literature](https://doi.org/10.1016/j.tele.2017.05.008) | [Telematics and Informatics](https://scholar4ai.com/journals/telematics-and-informatics.md) | 2017-05-25 | Ali Abdallah Alalwan, Nripendra Pratap Rana, Yogesh Kumar Dwivedi et al. |
| 5 | 760 | 10.3 | [The strategic use of artificial intelligence in the digital era: Systematic literature review and future research directions](https://doi.org/10.1016/j.ijinfomgt.2020.102225) | [International Journal of Information Management](https://scholar4ai.com/journals/international-journal-of-information-management.md) | 2020-09-14 | Aline de Fátima Soares Borges, Fernando J.B. Laurindo, Mauro de Mesquita Spínola et al. |

## Research ideas that follow this keyword

- [Chatbots, disclosure and customer satisfaction](https://scholar4ai.com/ideas/chatbots-and-customer-satisfaction.md)

## Cite this page

Scholar4AI. (2026). Papers on “customer engagement”. Journal and Conference Research Rankings. Retrieved November 3, 2026, from https://scholar4ai.com/keywords/customer-engagement

```bibtex
@misc{scholar4ai-keywords-customer-engagement,
  author = {{Scholar4AI}},
  title = {Papers on “customer engagement”},
  year = {2026},
  howpublished = {\url{https://scholar4ai.com/keywords/customer-engagement}},
  urldate = {2026-11-03},
  note = {Journal and Conference Research Rankings; data from OpenAlex (CC0); licensed CC BY-NC 4.0}
}
```

License: CC BY-NC 4.0 (https://creativecommons.org/licenses/by-nc/4.0/).