...Jaylan Azer; Matthew Alexander Purpose This study aims to show the impact of direct and indirect customers’ negatively valenced influencing behavior (NVIB) on other actors in online social networks. Design/methodology/approach Four experiments were conducted in an online review setting...

...: Life is interaction in networks of relationships: This is grand theory, general for all life. After understanding this, the next step is to make it specific to the marketing context. The world is complex: Marketing uses methodologies from social sciences. Too often, they emanate from...

... to understand the service quality in a specific service encounter. The incorporation of a third actor may improve the understanding of service quality in dyadic service encounters. Therefore, a method is applied to analyze the dynamics of service quality in triadic business networks. © MCB UP Limited 2002...