The Impact of Negatively-valenced Influencing Behaviour

Azer, J. and Alexander, M. (2018) The Impact of Negatively-valenced Influencing Behaviour. In: 10th SERVSIG, Paris, France, 14-16 Jun 2018, pp. 845-850. ISBN 9782951660632

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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.

Item Type:Conference Proceedings
Glasgow Author(s) Enlighten ID:Azer, Dr Jaylan
Authors: Azer, J., and Alexander, M.
College/School:College of Social Sciences > Adam Smith Business School > Management

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