A multi-valenced perspective on customer engagement; and its impact on consumer well-being within the social service sector

Kay Naumann, Dr Jana Bowden

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Abstract

This study explores how three valences of engagement, namely positive engagement, disengagement and negative engagement operate within the social service sector; and their impact on well-being. A qualitative methodology was employed to uncover how these valences manifested within a focal social service relationship; and to explore the impact of these valences on well-being, an outcome which has yet to feature within in CE research. The study revealed that positive CE is highly reciprocal, social and communal in nature, and strongly enhanced well-being. Customer disengagement was found to be a passive and detached state which precipitated a more active and negative state of NE depending on the prior customer relationship. Negative engagement entailed feelings of anger and contempt; and complaint behaviour; and had a significant and detrimental impact on well-being. Lastly, this model was applied within a social service context, namely local government, a context in which an understanding of customer sentiment and engagement is critical for effective service performance.

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tertiary sector
mobile social services
customer
well-being
disengagement
anger
complaint
methodology
performance

Cite this

@article{97fb45e2439345389ef86b176f766a80,
title = "A multi-valenced perspective on customer engagement; and its impact on consumer well-being within the social service sector",
abstract = "This study explores how three valences of engagement, namely positive engagement, disengagement and negative engagement operate within the social service sector; and their impact on well-being. A qualitative methodology was employed to uncover how these valences manifested within a focal social service relationship; and to explore the impact of these valences on well-being, an outcome which has yet to feature within in CE research. The study revealed that positive CE is highly reciprocal, social and communal in nature, and strongly enhanced well-being. Customer disengagement was found to be a passive and detached state which precipitated a more active and negative state of NE depending on the prior customer relationship. Negative engagement entailed feelings of anger and contempt; and complaint behaviour; and had a significant and detrimental impact on well-being. Lastly, this model was applied within a social service context, namely local government, a context in which an understanding of customer sentiment and engagement is critical for effective service performance.",
author = "Kay Naumann and Bowden, {Dr Jana}",
year = "2015",
language = "English",
journal = "ANZMAC 2015 : Innovation and growth strategies in marketing : conference proceedings",
issn = "1441-3582",
publisher = "ANZMAC",

}

TY - JOUR

T1 - A multi-valenced perspective on customer engagement; and its impact on consumer well-being within the social service sector

AU - Naumann, Kay

AU - Bowden, Dr Jana

PY - 2015

Y1 - 2015

N2 - This study explores how three valences of engagement, namely positive engagement, disengagement and negative engagement operate within the social service sector; and their impact on well-being. A qualitative methodology was employed to uncover how these valences manifested within a focal social service relationship; and to explore the impact of these valences on well-being, an outcome which has yet to feature within in CE research. The study revealed that positive CE is highly reciprocal, social and communal in nature, and strongly enhanced well-being. Customer disengagement was found to be a passive and detached state which precipitated a more active and negative state of NE depending on the prior customer relationship. Negative engagement entailed feelings of anger and contempt; and complaint behaviour; and had a significant and detrimental impact on well-being. Lastly, this model was applied within a social service context, namely local government, a context in which an understanding of customer sentiment and engagement is critical for effective service performance.

AB - This study explores how three valences of engagement, namely positive engagement, disengagement and negative engagement operate within the social service sector; and their impact on well-being. A qualitative methodology was employed to uncover how these valences manifested within a focal social service relationship; and to explore the impact of these valences on well-being, an outcome which has yet to feature within in CE research. The study revealed that positive CE is highly reciprocal, social and communal in nature, and strongly enhanced well-being. Customer disengagement was found to be a passive and detached state which precipitated a more active and negative state of NE depending on the prior customer relationship. Negative engagement entailed feelings of anger and contempt; and complaint behaviour; and had a significant and detrimental impact on well-being. Lastly, this model was applied within a social service context, namely local government, a context in which an understanding of customer sentiment and engagement is critical for effective service performance.

M3 - Conference paper

JO - ANZMAC 2015 : Innovation and growth strategies in marketing : conference proceedings

T2 - ANZMAC 2015 : Innovation and growth strategies in marketing : conference proceedings

JF - ANZMAC 2015 : Innovation and growth strategies in marketing : conference proceedings

SN - 1441-3582

ER -