Naumann, Kay; Lay-Hwa Bowden, Jana; Gabbott, Mark - In: Asia Pacific Journal of Marketing and Logistics 29 (2017) 4, pp. 890-912
detract from service value. The purpose of this paper is to uncover the meaning and conceptual dimensions of disengagement and …, yet negatively orientated customer disengagement; and active and destructive negative customer engagement. Positive … customer engagement is found to be directed at the service community object, whereas customer disengagement and negative …