The impact of negatively valenced influencing behavior

J Jaylan Helmy Shaker Azer, Matthew Alexander

Research output: Contribution to conferencePaperpeer-review

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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 languageEnglish
Number of pages10
Publication statusPublished - 14 Jun 2018
Event10th SERVSIG Conference: Opportunities for Services in a Challenging World - IESEG School of Management, Paris, France
Duration: 14 Jun 201816 Jun 2018


Conference10th SERVSIG Conference
Internet address


  • customer engagement behaviour
  • influencing behaviour
  • valence
  • impact


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