Skip to main content

Research Repository

Advanced Search

The Impact of Negatively-valenced Influencing Behaviour

Azer, Jaylan; Alexander, Matthew

Authors

Jaylan Azer

Matthew Alexander



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.

Presentation Conference Type Conference Paper (Published)
Conference Name 10th SERVSIG
Start Date Jun 14, 2018
End Date Jun 16, 2018
Acceptance Date Jun 1, 2018
Publication Date Jun 24, 2018
Deposit Date Jun 25, 2018
Publicly Available Date Jun 26, 2018
Pages 845-850
Book Title SERVSIG-2018-Proceedings
Chapter Number 6H Service Networks and Systems
ISBN 978-2-9516606-3-2
Keywords Influencing Behaviour, Service Networks, Online Reviews, Customer Engagement Behaviour, Valence of Behaviour
Public URL http://researchrepository.napier.ac.uk/Output/1234816
Publisher URL https://www.ieseg.fr/wp-content/uploads/2018/02/SERVSIG-2018-Proceedings.pdf
Contract Date Jun 26, 2018

Files

The Impact of Negatively-valenced Influencing Behavior on other Actors in Social Networks (122 Kb)
PDF


The Impact of Negatively-valenced Influencing Behavior on other Actors in Social Networks (133 Kb)
Document







You might also like



Downloadable Citations