Table 2. Stakeholder journey framework:...

Table 2.

Stakeholder journey framework: dimensional structure

Dimension	Subdimensions/continuum	Definition	Key supporting studies	Journey stage relevance
Part I: type dimensions (structural qualities of interdependence)
1. Control structure	Stakeholder control Partner control Joint control	The balance of power and decision-making authority among interacting stakeholders	Rusbult and Van Lange (2003); Kelley and Thibaut (1978); Grimes (1978)	Pre-purchase: high stakeholder control
				Purchase: joint control dominant
				Post-purchase: varies by relationship maturity
2. Covariation of interest	Coordination Competition	The degree to which stakeholders’ outcomes correspond or diverge	Deutsch (1949); Kelley and Thibaut (1978)	Pre-purchase: coordination emphasis Purchase: mixed coordination/competition
2. Covariation of interest	Coordination Competition		Deutsch (1949); Kelley and Thibaut (1978)	Post-purchase: evolves with satisfaction
3. Mutuality of dependence	Symmetric Asymmetric	The degree to which stakeholders are equally dependent on one another	Rusbult and Van Lange (2003); Kumar, Scheer, and Steenkamp (1995); Emerson (1962)	Pre-purchase: typically, asymmetric
				Purchase: increasing symmetry
				Post-purchase: stabilizes based on value exchange
4. Information availability	Transparent Opaque	Stakeholders’ level of access to interaction-related information	Kelley et al. (2003); Akerlof (1970)	Pre-purchase: often opaque
				Purchase: increasing transparency
				Post-purchase: high transparency expected
5. Temporal structure	Sequential Concurrent Cyclical	Pattern and timing of stakeholder interactions through the journey	Kelley (1984); Rusbult and Van Lange (2003)	All stages: variation by stakeholder type and relationship phase
Part II: degree dimensions (quantitative intensity measures)
6. Engagement intensity	Low ← → high	The level of cognitive, emotional and behavioral resource investment	Hollebeek et al. (2019, 2022); Brodie, Hollebeek, Jurić, and Ilić (2011); Kumar and Pansari (2016)	Pre-purchase: variable intensity
				Purchase: peak intensity
				Post-purchase: maintenance level
7. Interaction frequency	Sporadic ← → continuous	Rate of touchpoint-based interactions between stakeholders	Becker and Jaakkola (2020); Lemon and Verhoef (2016)	Pre-purchase: low frequency
				Purchase: high frequency
				Post-purchase: decreases over time
8. Relationship duration	Short-term ← → long-term	Temporal span of stakeholder journey and role cycles	Palmatier et al. (2006)	Cumulative: impacts all subsequent stages and engagement patterns
9. Interdependence strength	Weak ← → strong	Overall magnitude of mutual influence between stakeholders	Kelley and Thibaut (1978)	Pre-purchase: weak
				Purchase: strengthening
				Post-purchase: fully established
10. Basis of influence	• Informational • Experiential • Prescriptive • Transactional	The fundamental mechanism through which intermediaries exert influence on customer decisions	Solomon (1986); Aggarwal (1997); Casaló et al. (2020)	Pre-purchase: informational and experiential bases dominate
				Purchase: prescriptive and transactional bases peak
				Post-purchase: transactional maintenance; prescriptive supports optimization

Dimension	Subdimensions/continuum	Definition	Key supporting studies	Journey stage relevance
Part I: type dimensions (structural qualities of interdependence)
1. Control structure	Stakeholder control Partner control Joint control	The balance of power and decision-making authority among interacting stakeholders	Rusbult and Van Lange (2003); Kelley and Thibaut (1978); Grimes (1978)	Pre-purchase: high stakeholder control
				Purchase: joint control dominant
				Post-purchase: varies by relationship maturity
2. Covariation of interest	Coordination Competition	The degree to which stakeholders’ outcomes correspond or diverge	Deutsch (1949); Kelley and Thibaut (1978)	Pre-purchase: coordination emphasis Purchase: mixed coordination/competition
2. Covariation of interest	Coordination Competition		Deutsch (1949); Kelley and Thibaut (1978)	Post-purchase: evolves with satisfaction
3. Mutuality of dependence	Symmetric Asymmetric	The degree to which stakeholders are equally dependent on one another	Rusbult and Van Lange (2003); Kumar, Scheer, and Steenkamp (1995); Emerson (1962)	Pre-purchase: typically, asymmetric
				Purchase: increasing symmetry
				Post-purchase: stabilizes based on value exchange
4. Information availability	Transparent Opaque	Stakeholders’ level of access to interaction-related information	Kelley et al. (2003); Akerlof (1970)	Pre-purchase: often opaque
				Purchase: increasing transparency
				Post-purchase: high transparency expected
5. Temporal structure	Sequential Concurrent Cyclical	Pattern and timing of stakeholder interactions through the journey	Kelley (1984); Rusbult and Van Lange (2003)	All stages: variation by stakeholder type and relationship phase
Part II: degree dimensions (quantitative intensity measures)
6. Engagement intensity	Low ← → high	The level of cognitive, emotional and behavioral resource investment	Hollebeek et al. (2019, 2022); Brodie, Hollebeek, Jurić, and Ilić (2011); Kumar and Pansari (2016)	Pre-purchase: variable intensity
				Purchase: peak intensity
				Post-purchase: maintenance level
7. Interaction frequency	Sporadic ← → continuous	Rate of touchpoint-based interactions between stakeholders	Becker and Jaakkola (2020); Lemon and Verhoef (2016)	Pre-purchase: low frequency
				Purchase: high frequency
				Post-purchase: decreases over time
8. Relationship duration	Short-term ← → long-term	Temporal span of stakeholder journey and role cycles	Palmatier et al. (2006)	Cumulative: impacts all subsequent stages and engagement patterns
9. Interdependence strength	Weak ← → strong	Overall magnitude of mutual influence between stakeholders	Kelley and Thibaut (1978)	Pre-purchase: weak
				Purchase: strengthening
				Post-purchase: fully established
10. Basis of influence	• Informational • Experiential • Prescriptive • Transactional	The fundamental mechanism through which intermediaries exert influence on customer decisions	Solomon (1986); Aggarwal (1997); Casaló et al. (2020)	Pre-purchase: informational and experiential bases dominate
				Purchase: prescriptive and transactional bases peak
				Post-purchase: transactional maintenance; prescriptive supports optimization

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