@inproceedings{803629665b0244b78bef26dc9d8e4a53,
title = "The effect of resource type and regulatory focus on customer engagement behavior: A self-concept perspective?",
abstract = "Although there are many recent studies explore the antecedents of customer engagement behavior (CEB), few empirical studies have explored the mechanisms that connect these antecedents to CEB. Based on self-schema theory, this research uses experiment and investigation methods to explore the influence of the type of customer-invested resource (time vs. money) and customers' regulatory focus (promotion-focused vs. prevention-focused) on CEB and the mechanisms that underlying this process. The results of two empirical studies show that promotion-focused customers initiate more recommendation and complaint behaviors when the amount of time (vs. money) spent in the shopping experience is emphasized, whereas this effect does not exist for prevention-focused customers. A self-concept connection mediates the moderating role of regulatory focus in the relationship between types of resources and recommendation, whereas this mediating role of self-concept connection does not exist in complaint. In summary, the influence of customer-invested resources on CEB varies according to a customer's regulatory focus.",
keywords = "customer engagement behavior (CEB), money, prevention-focused, promotion-focused, self-concept connection, time",
author = "Xinxin Chen and Hongyan Yu and Gentry, {James W.}",
year = "2015",
month = jul,
day = "28",
doi = "10.1109/ICSSSM.2015.7170196",
language = "English (US)",
series = "2015 12th International Conference on Service Systems and Service Management, ICSSSM 2015",
publisher = "Institute of Electrical and Electronics Engineers Inc.",
booktitle = "2015 12th International Conference on Service Systems and Service Management, ICSSSM 2015",
note = "12th International Conference on Service Systems and Service Management, ICSSSM 2015 ; Conference date: 22-06-2015 Through 24-06-2015",
}