From employee engagement to customer engagement: A multilevel dual-path model of engagement spillover effects in service ecosystems

Researchers have acknowledged that focusing only on single-actor engagement is insufficient to address the nature of multi-actor, value co-creation within a service ecosystem. This study aims to understand how multi-actor service ecosystems work. Given the spillover effects of multi-actor engagement, this study proposes a multilevel, dual-path model, through which employee job and organizational engagement influence customer engagement. Mplus...