Negatively-valenced customer engagement behavior: forms and drivers
(2017)
Presentation / Conference Contribution
Azer, J., & Alexander, M. (2017, June). Negatively-valenced customer engagement behavior: forms and drivers. Presented at 5th The Naples forum on Service, Sorrento, Italy
Purpose – This study aims at conceptualising forms and drivers of negatively-valenced Customer Engagement Behavior (CEB). Despite a growing portfolio of conceptual and empirical work on engagement, understanding its negative form remains relatively u... Read More about Negatively-valenced customer engagement behavior: forms and drivers.