Positive and negative valence influencing consumer engagement

Research output: Contribution to journalArticleScientificpeer-review

74 Citations (Scopus)


The current service landscape is increasingly dynamic, and consumers’ engagement in market-related behavior is constantly changing. Developments in technology further influence this continuous dynamism. Therefore, it is important to understand the factors that may cause different engagement valence, especially as only some consumers actively engage in online platforms. This paper characterizes factors that positively and negatively influence consumer engagement and suggests theoretical and managerial implications for the different factors that determine consumer engagement.
This paper conceptualizes factors that influence consumer engagement based on their characteristics (behavioral, emotional, and cognitive) and the type of influence (positive or negative). The study uses customer-dominant logic of service, which focuses on emancipated customers and idiosyncratic customer logic, rather than on provider-orchestrated customer experiences of brands, firms, or offerings. An abductive research approach is used to qualitatively explore consumer engagement in the context of online interest communities.
The study identifies the behavioral, emotional, and cognitive factors that positively and negatively determine consumer engagement in the context of online interest communities.
Through the focus on customer logic, the study provides a detailed and nuanced view of factors that influence consumer engagement. Future research is needed to explore how this framework can be applied to other online communities and different service contexts.
The paper provides insights into the presence of an interest area in consumers’ lives. The study indicates how firms may be involved in consumers’ lives and how firms may create successful customer relationships based on consumer engagement.
This study enhances previous research in four ways: 1) by characterizing factors that determine engagement, paying particular attention to its negatively valenced factors and examining the interplay of the factors that positively and negatively influence engagement, 2) by describing consumers’ connection to the interest area instead of positioning the brand as the link between the consumers and the provider, and 3) by discussing the theoretical and practical challenges associated with understanding and managing consumer engagement.
Original languageEnglish
Peer-reviewed scientific journalJournal of Service Theory and Practice
Issue number2
Pages (from-to)147-169
Publication statusPublished - 2017
MoE publication typeA1 Journal article - refereed


  • 512 Business and Management


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