Table I.

Existing definitions of negative engagement with various objects

ArticlesPaper typeObjectsConstructContextDefinitions
Van Doorn et al., 2010 ConceptualBrandCustomer engagement behaviourN/ACustomers' behavioural manifestation toward a brand or firm, beyond purchase, resulting from motivational drivers
Hollebeek and Chen, 2014 QualitativeBrandBrand engagementOnlineConsumers' unfavourable brand-related thoughts, feelings and behaviours during brand interactions
De Villiers, 2015 QualitativeBrandConsumer brand engagementOnlineConsumers' negatively valenced cognitions, emotions and behaviours toward the brand, which can be active or passive
Dolan et al., 2016 ConceptualBrandSocial media engagement behaviourOnlineConsumers' unfavourable brand-related behaviours during interactions
Bitter and Grabner-Kräuter, 2016 QuantitativeBrandCustomer engagement behaviourOnlineBehavioural manifestations of customer engagement on social networking sites
Rissanen and Luoma-Aho, 2016 QualitativeOrganisationConsumer engagementOnlineNegative behavioural manifestations such as protests and sharing negative information about the organisation
Naumann et al., 2017a QualitativeService provider, communityConsumer engagementOfflineConsumers' strong negative thoughts, feelings and behaviours towards their service provider
Naumann et al., 2017b QualitativeOrganisation, communityCustomer engagementOfflineA negatively valenced manifestation of engagement consisting of cognitive, emotional and behavioural components
Bowden et al., 2017 QualitativeBrand, brand communityConsumer engagementOnlineA consumer's negatively valenced cognitive, emotional and behavioural investments during or related to interactions with focal objects or agents
Azer and Alexander, 2018 QualitativeBrandCustomer engagement behaviourOnlineNegative engagement behaviours include discrediting, deriding, expressing regret, endorsing competitors, dissuading and warning
Heinonen, 2018 QualitativeInterestsConsumer engagementOnlineCommunity members' cognitive, emotional and behavioural investments in a specific area of interest
Do et al., 2020 ConceptualBrandCustomer engagement behaviourOfflineA customer's unfavourable thoughts, feelings and behaviours towards a service brand or provider result from negative critical events that cause perceived threats to customers
Naumann et al., 2020 QuantitativeBrand, brand communityCustomer engagementOnline, offlineConsumers' unfavourable thoughts, feelings and behaviours towards the dual focal objects
Azer and Alexander, 2020a QuantitativeService providerNegative customer engagement behaviourOnlineCustomer contributions of resources such as knowledge, skills, experience and time negatively affect other actors' knowledge, expectations and perception about a focal service provider
Azer and Alexander, 2020b QuantitativeService providerNegatively valanced engagement behaviourOnlineCustomers beyond the transactional negative behavioural manifestations
Rahman et al., 2022 QuantitativeBrandNegative customer engagementOnlineCustomers' motivation to invest time and resources to bring disappointing service experiences to the attention of relevant authorities in the form of formal complaints to negatively affect other actors' service perception about the firm in question

Source: Authors' own work

[ViewLarge]
This Feature Is Available To Subscribers Only

or Create an Account

Close Modal
Close Modal