负价顾客契合研究述评与展望 -- 上海财经大学期刊社

1 关新华, 谢礼珊. 价值共毁: 内涵、研究议题与展望[J]. 南开管理评论, 2019, 22(6): 88-98. DOI:10.3969/j.issn.1008-3448.2019.06.009

2 卢强, 杨晓叶, 周琳云. 关系治理与契约治理对于供应链融资绩效的影响研究[J]. 管理评论, 2022, 34(8): 313-326.

3 吴炯, 胡羽衡. 契约治理与关系治理的机制构成、驱动逻辑与适配环境——基于家族企业跨代变迁的比较案例研究[J]. 管理学报, 2023, 20(1): 14-25. DOI:10.3969/j.issn.1672-884x.2023.01.002

4 袁登华, 谢一帆. 在线品牌社群中负性消费者品牌互动量表开发与检验[J]. 管理评论, 2022, 34(11): 118-132.

5 张君慧, 邵景波. 在线品牌社区负面顾客契合演化过程: 是愈演愈烈?还是否极泰来?[J]. 科学决策, 2020, (5): 44-61.

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10 Azer J, Alexander M J. Conceptualizing negatively valenced influencing behavior: Forms and triggers[J]. Journal of Service Management, 2018, 29(3): 468-490. DOI:10.1108/JOSM-12-2016-0326

11 Bitter S, Grabner-Kräuter S. Consequences of customer engagement behavior: When negative Facebook posts have positive effects[J]. Electronic Markets, 2016, 26(3): 219-231. DOI:10.1007/s12525-016-0220-7

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14 Clark M K, Lages C R, Hollebeek L D. Friend or foe? Customer engagement’s value-based effects on fellow customers and the firm[J]. Journal of Business Research, 2020, 121: 549-556. DOI:10.1016/j.jbusres.2020.03.011

15 Do D K X, Bowden J L H. Negative customer engagement behaviour in a service context[J]. The Service Industries Journal, 2023, doi: 10.1080/02642069.2022.2159945.

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18 Dolan R, Seo Y, Kemper J. Complaining practices on social media in tourism: A value co-creation and co-destruction perspective[J]. Tourism Management, 2019, 73: 35-45. DOI:10.1016/j.tourman.2019.01.017

19 Goode S. Engagement and disengagement in online service failure: Contrasting problem and emotional coping effects[J]. Journal of Internet Commerce, 2012, 11(3): 226-253. DOI:10.1080/15332861.2012.729464

20 Higgins E T, Scholer A A. Engaging the consumer: The science and art of the value creation process[J]. Journal of Consumer Psychology, 2009, 19(2): 100-114. DOI:10.1016/j.jcps.2009.02.002

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22 Hollebeek L D, Glynn M S, Brodie R J. Consumer brand engagement in social media: Conceptualization, scale development and validation[J]. Journal of Interactive Marketing, 2014, 28(2): 149-165. DOI:10.1016/j.intmar.2013.12.002

23 Hua L L, Prentice C, Han X Y. A netnographical approach to typologizing customer engagement and corporate misconduct[J]. Journal of Retailing and Consumer Services, 2021, 59: 102366. DOI:10.1016/j.jretconser.2020.102366

24 Juric B, Smith S D, Wilks G. Negative customer brand engagement: An overview of conceptual and blog-based findings[A]. Brodie R J, Hollebeek L D, Conduit J. Customer engagement: Contemporary issues and challenges[M]. London: Routledge, 2015.

25 Kottasz R, Bennett R. Managing the reputation of the banking industry after the global financial crisis: Implications of public anger, processing depth and retroactive memory interference for public recall of events[J]. Journal of Marketing Communications, 2016, 22(3): 284-306. DOI:10.1080/13527266.2013.871322

26 Li L P, Juric B, Brodie R J. Actor engagement valence: Conceptual foundations, propositions and research directions[J]. Journal of Service Management, 2018, 29(3): 491-516. DOI:10.1108/JOSM-08-2016-0235

27 Naumann K, Bowden J L H, Gabbott M. Exploring customer engagement valences in the social services[J]. Asia Pacific Journal of Marketing and Logistics, 2017a, 29(4): 890-912. DOI:10.1108/APJML-08-2016-0144

28 Naumann K, Bowden J L H, Gabbott M. A multi-valenced perspective on consumer engagement within a social service[J]. Journal of Marketing Theory and Practice, 2017b, 25(2): 171-188.

29 Naumann K, Bowden J L H, Gabbott M. Expanding customer engagement: The role of negative engagement, dual valences and contexts[J]. European Journal of Marketing, 2020, 54(7): 1469-1499. DOI:10.1108/EJM-07-2017-0464

30 Obilo O O, Chefor E, Saleh A. Revisiting the consumer brand engagement concept[J]. Journal of Business Research, 2021, 126: 634-643. DOI:10.1016/j.jbusres.2019.12.023

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33 Rodrigues C, Brandão A, Rodrigues P. I can’t stop hating you: An anti-brand-community perspective on Apple brand hate[J]. Journal of Product & Brand Management, 2021, 30(8): 1115-1133.

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36 Smith A M. The value co-destruction process: A customer resource perspective[J]. European Journal of Marketing, 2013, 47(11-12): 1889-1909.

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39 Wei W, Miao L, Huang Z W. Customer engagement behaviors and hotel responses[J]. International Journal of Hospitality Management, 2013, 33: 316-330.

40 Wijeyaratne O, Resnick S, Poorrezaei M. Exploring negative customer brand engagement in social media: A framework of antecedent and consequence[A]. British academy of management conference (BAM2019)[C]. Birmingham: Aston University, 2019.

41 Yadav R, Sangroya D, Pereira V. Why consumers turn negative about the brand: Antecedents and consequences of negative consumer engagement in virtual communities[J]. Information Systems and e-Business Management, 2023, doi: 10.1007/s10257-023-00632-4.

42 Yang M C, Ren Y Q, Adomavicius G. Understanding user-generated content and customer engagement on Facebook business pages[J]. Information Systems Research, 2019, 30(3): 839-855. DOI:10.1287/isre.2019.0834

43 Zhang T T, Lu C, Torres E, et al. Engaging customers in value co-creation or co-destruction online[J]. Journal of Services Marketing, 2018, 32(1): 57-69. DOI:10.1108/JSM-01-2017-0027