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Exploring customer engagement valences in the social services

Naumann, Kay; Lay-Hwa Bowden, Jana; Gabbott, Mark - In: Asia Pacific Journal of Marketing and Logistics 29 (2017) 4, pp. 890-912

Purpose Minimal attention is given to the negative valences of customer engagement and how they manifest in ways that detract from service value. The purpose of this paper is to uncover the meaning and conceptual dimensions of disengagement and negative engagement in conjunction with positive...

Persistent link: https://www.econbiz.de/10014675402