Understanding the formation process of negative customer engagement behaviours: a quantitative and qualitative interpretation

Zang, Luning; Liu, Yuying; Sun, Xiaojing; Wen, Decheng

doi:10.1080/14783363.2023.2277395

Total Quality Management & Business Excellence

2023

DOI: 10.1080/14783363.2023.2277395

|View full text |Cite

Understanding the formation process of negative customer engagement behaviours: a quantitative and qualitative interpretation

Luning Zang,

Yuying Liu,

Xiaojing Sun

et al.

Help me understand this report

Search citation statements

Order By: Relevance

Paper Sections

Select...

Citation Types

Supporting

Mentioning

Contrasting

Year Published

2024

Publication Types

Select...

Article2

Relationship

Self Cite0

Independent2

Authors

Journals

Cited by 2 publications

References 138 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

The role of customer engagement in relationship quality with a resale platform

Shiwen,

Ahn

2024

Total Quality Management & Business Excellence

View full text Add to dashboard Cite

The role of customer engagement in relationship quality with a resale platform

Shiwen,

Ahn

2024

Total Quality Management & Business Excellence

View full text Add to dashboard Cite

Understanding the formation process of positive customer engagement behaviors: a quantitative and qualitative interpretation

Zang,

Xiong,

Liu

et al. 2024

APJML

View full text Add to dashboard Cite

PurposeTo investigate the impact of cognition, emotion and other factors on positive customer engagement behaviors and to identify the differential formation processes and dynamic changes in these behaviors.Design/methodology/approachWe used cognitive appraisals and coping theory as well as justice theory, to analyze comment data from the Xiaomi Community with natural language processing and binary logistic regression.FindingsOur results indicate that cognition and emotion are unnecessary for positive customer engagement. Users expressing different cognitions and emotions exhibit varied positive engagement behaviors. The behavioral dimension was the most frequently combined, followed by the affective and cognitive dimensions. Managers should adopt material or spiritual incentives to encourage users with positive emotions and cognition to become loyal. Additionally, addressing comments with distributive justice cognition can promote positive customer engagement.Originality/valueThis study clarifies the complex interplay between cognition, emotion and customer engagement behaviors, providing actionable insights for brand managers to foster customer loyalty and positive customer engagement.

show abstract

scite is a Brooklyn-based organization that helps researchers better discover and understand research articles through Smart Citations–citations that display the context of the citation and describe whether the article provides supporting or contrasting evidence. scite is used by students and researchers from around the world and is funded in part by the National Science Foundation and the National Institute on Drug Abuse of the National Institutes of Health.

Contact Info

customersupport@researchsolutions.com

10624 S. Eastern Ave., Ste. A-614

Henderson, NV 89052, USA

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Blog Terms and Conditions API Terms Privacy Policy Contact Cookie Preferences Do Not Sell or Share My Personal Information

Made with 💙 for researchers

Part of the Research Solutions Family.

Understanding the formation process of negative customer engagement behaviours: a quantitative and qualitative interpretation

Cited by 2 publications

References 138 publications

The role of customer engagement in relationship quality with a resale platform

The role of customer engagement in relationship quality with a resale platform

Understanding the formation process of positive customer engagement behaviors: a quantitative and qualitative interpretation

Contact Info

Product

Resources

About