This document discusses a study examining how customer engagement behaviors are influenced by service convenience, fairness, and quality. The study classified customer engagement behaviors into behaviors directed at the firm/employees and other customers. It hypothesized that perceived service convenience, fairness, and quality would positively impact word-of-mouth referrals, customer help for the company, and customer help for other customers. The results found service convenience and fairness significantly positively influenced all three behaviors, while service quality only positively impacted word-of-mouth.