Abstract
Influencing behavior as a form of Customer Engagement Behavior (CEB) has the potential to affect other customers’ attitude and behavioral outcomes and likewise the value and performance of firms in different ways depending on its valence. However, despite its potentially detrimental effect, empirical work on the impact of negatively valenced engagement remains relatively scant. This article marks the first attempt to investigate the impact of the recently conceptualized negatively valenced influencing behavior (NVIB) on other actors, specifically, their attitude and behavioral intentions towards service providers
| Original language | English |
|---|---|
| Number of pages | 10 |
| Publication status | Published - 14 Jun 2018 |
| Event | 10th SERVSIG Conference: Opportunities for Services in a Challenging World - IESEG School of Management, Paris, France Duration: 14 Jun 2018 → 16 Jun 2018 https://www.ieseg.fr/en/faculty-and-research/research-events/servsig-2018/ |
Conference
| Conference | 10th SERVSIG Conference |
|---|---|
| Country/Territory | France |
| City | Paris |
| Period | 14/06/18 → 16/06/18 |
| Internet address |
Keywords
- customer engagement behaviour
- influencing behaviour
- valence
- impact