The Impact of Negatively-valenced Influencing Behaviour

Azer, Jaylan; Alexander, Matthew

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.

Citation

Azer, J., & Alexander, M. (2018). The Impact of Negatively-valenced Influencing Behaviour. In SERVSIG-2018-Proceedings (845-850)

• 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