All Outputs (2)

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

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, de... Read More about The Impact of Negatively-valenced Influencing Behaviour.

Conceptualizing negatively valenced influencing behavior: forms and triggers (2018)
Journal Article
Azer, J., & Alexander, M. J. (2018). Conceptualizing negatively valenced influencing behavior: forms and triggers. Journal of Service Management, https://doi.org/10.1108/josm-12-2016-0326

Purpose The purpose of this paper is to show how customers engage in negatively valenced influencing behavior (NVIB) and what triggers customers to use different forms of NVIB in an online context. Design/methodology/approach A qualitative study i... Read More about Conceptualizing negatively valenced influencing behavior: forms and triggers.