{"id":"https://openalex.org/W2333931376","doi":"https://doi.org/10.1007/s12525-016-0220-7","title":"Consequences of customer engagement behavior: when negative Facebook posts have positive effects","display_name":"Consequences of customer engagement behavior: when negative Facebook posts have positive effects","publication_year":2016,"publication_date":"2016-03-31","ids":{"openalex":"https://openalex.org/W2333931376","doi":"https://doi.org/10.1007/s12525-016-0220-7","mag":"2333931376"},"language":"en","primary_location":{"id":"doi:10.1007/s12525-016-0220-7","is_oa":true,"landing_page_url":"https://doi.org/10.1007/s12525-016-0220-7","pdf_url":"https://link.springer.com/content/pdf/10.1007%2Fs12525-016-0220-7.pdf","source":{"id":"https://openalex.org/S137519996","display_name":"Electronic Markets","issn_l":"1019-6781","issn":["1019-6781","1422-8890"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319900","host_organization_name":"Springer Science+Business Media","host_organization_lineage":["https://openalex.org/P4310319900","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Science+Business Media","Springer Nature"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Electronic Markets","raw_type":"journal-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"hybrid","oa_url":"https://link.springer.com/content/pdf/10.1007%2Fs12525-016-0220-7.pdf","any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5049624442","display_name":"Sofie Bitter","orcid":null},"institutions":[{"id":"https://openalex.org/I4210166741","display_name":"University of Klagenfurt","ror":"https://ror.org/05q9m0937","country_code":"AT","type":"education","lineage":["https://openalex.org/I4210166741"]}],"countries":["AT"],"is_corresponding":true,"raw_author_name":"Sofie Bitter","raw_affiliation_strings":["Universit\u00e4tsstrasse 65-67, 9020, Klagenfurt, Austria"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Universit\u00e4tsstrasse 65-67, 9020, Klagenfurt, Austria","institution_ids":["https://openalex.org/I4210166741"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5010039709","display_name":"Sonja Grabner\u2010Kr\u00e4uter","orcid":"https://orcid.org/0000-0001-5547-0972"},"institutions":[{"id":"https://openalex.org/I4210166741","display_name":"University of Klagenfurt","ror":"https://ror.org/05q9m0937","country_code":"AT","type":"education","lineage":["https://openalex.org/I4210166741"]}],"countries":["AT"],"is_corresponding":false,"raw_author_name":"Sonja Grabner-Kr\u00e4uter","raw_affiliation_strings":["Universit\u00e4tsstrasse 65-67, 9020, Klagenfurt, Austria"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Universit\u00e4tsstrasse 65-67, 9020, Klagenfurt, Austria","institution_ids":["https://openalex.org/I4210166741"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":["https://openalex.org/A5049624442"],"corresponding_institution_ids":["https://openalex.org/I4210166741"],"apc_list":{"value":2590,"currency":"EUR","value_usd":3190},"apc_paid":{"value":2590,"currency":"EUR","value_usd":3190},"fwci":15.0762,"has_fulltext":true,"cited_by_count":57,"citation_normalized_percentile":{"value":0.98475627,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":90,"max":99},"biblio":{"volume":"26","issue":"3","first_page":"219","last_page":"231"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10609","display_name":"Digital Marketing and Social Media","score":0.9998999834060669,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10609","display_name":"Digital Marketing and Social Media","score":0.9998999834060669,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T13155","display_name":"Digital Communication and Language","score":0.9941999912261963,"subfield":{"id":"https://openalex.org/subfields/1709","display_name":"Human-Computer Interaction"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T12028","display_name":"Knowledge Management and Sharing","score":0.9907000064849854,"subfield":{"id":"https://openalex.org/subfields/3315","display_name":"Communication"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/advertising","display_name":"Advertising","score":0.6302245259284973},{"id":"https://openalex.org/keywords/context","display_name":"Context (archaeology)","score":0.5928233861923218},{"id":"https://openalex.org/keywords/set","display_name":"Set (abstract data type)","score":0.588886559009552},{"id":"https://openalex.org/keywords/order","display_name":"Order (exchange)","score":0.5317432284355164},{"id":"https://openalex.org/keywords/product","display_name":"Product (mathematics)","score":0.4686569273471832},{"id":"https://openalex.org/keywords/psychology","display_name":"Psychology","score":0.4554838538169861},{"id":"https://openalex.org/keywords/customer-engagement","display_name":"Customer engagement","score":0.4526495933532715},{"id":"https://openalex.org/keywords/social-media","display_name":"Social media","score":0.41335248947143555},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.3985319435596466},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.32405614852905273},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.17560666799545288},{"id":"https://openalex.org/keywords/world-wide-web","display_name":"World Wide Web","score":0.11520403623580933},{"id":"https://openalex.org/keywords/mathematics","display_name":"Mathematics","score":0.06612855195999146}],"concepts":[{"id":"https://openalex.org/C112698675","wikidata":"https://www.wikidata.org/wiki/Q37038","display_name":"Advertising","level":1,"score":0.6302245259284973},{"id":"https://openalex.org/C2779343474","wikidata":"https://www.wikidata.org/wiki/Q3109175","display_name":"Context (archaeology)","level":2,"score":0.5928233861923218},{"id":"https://openalex.org/C177264268","wikidata":"https://www.wikidata.org/wiki/Q1514741","display_name":"Set (abstract data type)","level":2,"score":0.588886559009552},{"id":"https://openalex.org/C182306322","wikidata":"https://www.wikidata.org/wiki/Q1779371","display_name":"Order (exchange)","level":2,"score":0.5317432284355164},{"id":"https://openalex.org/C90673727","wikidata":"https://www.wikidata.org/wiki/Q901718","display_name":"Product (mathematics)","level":2,"score":0.4686569273471832},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.4554838538169861},{"id":"https://openalex.org/C2776915394","wikidata":"https://www.wikidata.org/wiki/Q5196451","display_name":"Customer engagement","level":3,"score":0.4526495933532715},{"id":"https://openalex.org/C518677369","wikidata":"https://www.wikidata.org/wiki/Q202833","display_name":"Social media","level":2,"score":0.41335248947143555},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.3985319435596466},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.32405614852905273},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.17560666799545288},{"id":"https://openalex.org/C136764020","wikidata":"https://www.wikidata.org/wiki/Q466","display_name":"World Wide Web","level":1,"score":0.11520403623580933},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.06612855195999146},{"id":"https://openalex.org/C151730666","wikidata":"https://www.wikidata.org/wiki/Q7205","display_name":"Paleontology","level":1,"score":0.0},{"id":"https://openalex.org/C10138342","wikidata":"https://www.wikidata.org/wiki/Q43015","display_name":"Finance","level":1,"score":0.0},{"id":"https://openalex.org/C199360897","wikidata":"https://www.wikidata.org/wiki/Q9143","display_name":"Programming language","level":1,"score":0.0},{"id":"https://openalex.org/C2524010","wikidata":"https://www.wikidata.org/wiki/Q8087","display_name":"Geometry","level":1,"score":0.0},{"id":"https://openalex.org/C86803240","wikidata":"https://www.wikidata.org/wiki/Q420","display_name":"Biology","level":0,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1007/s12525-016-0220-7","is_oa":true,"landing_page_url":"https://doi.org/10.1007/s12525-016-0220-7","pdf_url":"https://link.springer.com/content/pdf/10.1007%2Fs12525-016-0220-7.pdf","source":{"id":"https://openalex.org/S137519996","display_name":"Electronic Markets","issn_l":"1019-6781","issn":["1019-6781","1422-8890"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319900","host_organization_name":"Springer Science+Business Media","host_organization_lineage":["https://openalex.org/P4310319900","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Science+Business Media","Springer Nature"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Electronic Markets","raw_type":"journal-article"},{"id":"pmh:oai:RePEc:spr:elmark:v:26:y:2016:i:3:d:10.1007_s12525-016-0220-7","is_oa":false,"landing_page_url":"http://link.springer.com/10.1007/s12525-016-0220-7","pdf_url":null,"source":{"id":"https://openalex.org/S4306401271","display_name":"RePEc: Research Papers in Economics","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I77793887","host_organization_name":"Federal Reserve Bank of St. Louis","host_organization_lineage":["https://openalex.org/I77793887"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"article"}],"best_oa_location":{"id":"doi:10.1007/s12525-016-0220-7","is_oa":true,"landing_page_url":"https://doi.org/10.1007/s12525-016-0220-7","pdf_url":"https://link.springer.com/content/pdf/10.1007%2Fs12525-016-0220-7.pdf","source":{"id":"https://openalex.org/S137519996","display_name":"Electronic Markets","issn_l":"1019-6781","issn":["1019-6781","1422-8890"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319900","host_organization_name":"Springer Science+Business Media","host_organization_lineage":["https://openalex.org/P4310319900","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Science+Business Media","Springer Nature"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Electronic Markets","raw_type":"journal-article"},"sustainable_development_goals":[{"display_name":"Peace, Justice and strong institutions","id":"https://metadata.un.org/sdg/16","score":0.6600000262260437}],"awards":[],"funders":[],"has_content":{"pdf":true,"grobid_xml":true},"content_urls":{"pdf":"https://content.openalex.org/works/W2333931376.pdf","grobid_xml":"https://content.openalex.org/works/W2333931376.grobid-xml"},"referenced_works_count":69,"referenced_works":["https://openalex.org/W286295083","https://openalex.org/W1593737394","https://openalex.org/W1748798774","https://openalex.org/W1967646774","https://openalex.org/W1971526329","https://openalex.org/W1975966359","https://openalex.org/W1976446558","https://openalex.org/W1978040282","https://openalex.org/W1979333515","https://openalex.org/W1980184839","https://openalex.org/W1981706854","https://openalex.org/W1987235421","https://openalex.org/W1993525950","https://openalex.org/W2004196287","https://openalex.org/W2004512536","https://openalex.org/W2010335529","https://openalex.org/W2010844754","https://openalex.org/W2011660912","https://openalex.org/W2013980446","https://openalex.org/W2023071763","https://openalex.org/W2024300665","https://openalex.org/W2028211630","https://openalex.org/W2029902978","https://openalex.org/W2030565061","https://openalex.org/W2033276496","https://openalex.org/W2033885275","https://openalex.org/W2040924390","https://openalex.org/W2042156737","https://openalex.org/W2046828035","https://openalex.org/W2048452859","https://openalex.org/W2050820719","https://openalex.org/W2056684504","https://openalex.org/W2058124215","https://openalex.org/W2060611812","https://openalex.org/W2069927273","https://openalex.org/W2073817796","https://openalex.org/W2074603514","https://openalex.org/W2075338797","https://openalex.org/W2078812173","https://openalex.org/W2079408806","https://openalex.org/W2099594827","https://openalex.org/W2105213940","https://openalex.org/W2108199088","https://openalex.org/W2109469951","https://openalex.org/W2111684664","https://openalex.org/W2119037484","https://openalex.org/W2119353660","https://openalex.org/W2126840412","https://openalex.org/W2128275616","https://openalex.org/W2132652356","https://openalex.org/W2135526934","https://openalex.org/W2136754123","https://openalex.org/W2139599676","https://openalex.org/W2139783857","https://openalex.org/W2159531386","https://openalex.org/W2162516365","https://openalex.org/W2164680069","https://openalex.org/W2165202340","https://openalex.org/W2169621740","https://openalex.org/W2249595199","https://openalex.org/W2324925384","https://openalex.org/W2999377407","https://openalex.org/W3121415431","https://openalex.org/W3123091093","https://openalex.org/W3124507438","https://openalex.org/W3125672425","https://openalex.org/W3125851473","https://openalex.org/W3141714916","https://openalex.org/W4250477372"],"related_works":["https://openalex.org/W2748952813","https://openalex.org/W3097186570","https://openalex.org/W3011003115","https://openalex.org/W4281764143","https://openalex.org/W3133286386","https://openalex.org/W3131352854","https://openalex.org/W2781725988","https://openalex.org/W3123714837","https://openalex.org/W3214344174","https://openalex.org/W2890689040"],"abstract_inverted_index":{"Sharing":[0],"product":[1],"information":[2,104,127],"has":[3],"become":[4],"an":[5],"integral":[6],"part":[7],"of":[8,20,47,71,102,117,122],"today\u2019s":[9],"online":[10,25,36,73],"social":[11,26,37],"networking":[12],"world.":[13],"This":[14],"research":[15],"study":[16],"addresses":[17],"the":[18,84,87,96,114,118,144,153],"effects":[19],"customer":[21],"engagement":[22],"behavior":[23],"in":[24,31,76],"networks":[27],"on":[28],"other":[29],"consumers":[30],"order":[32],"to":[33,113,135],"understand":[34],"how":[35,44],"connections":[38],"impact":[39],"decision":[40],"making.":[41],"We":[42],"investigate":[43],"different":[45,53],"variations":[46],"a":[48,77,81,99,130],"brand-related":[49],"Facebook":[50],"post":[51],"trigger":[52],"response":[54],"reactions.":[55],"In":[56],"particular,":[57],"we":[58],"analyze":[59],"under":[60],"which":[61],"conditions":[62],"negative":[63,103,147],"posts":[64,148],"can":[65],"have":[66],"positive":[67,100],"consequences.":[68],"The":[69,120],"results":[70,121],"two":[72],"experiments":[74,124],"set":[75],"restaurant":[78,88,97,145],"context":[79],"suggest":[80],"difference":[82],"when":[83],"user":[85],"knows":[86],"brand.":[89],"For":[90,139],"users":[91,140],"who":[92],"are":[93],"familiar":[94,142],"with":[95,111,143],"brand,":[98,146],"effect":[101],"posted":[105,128],"by":[106,129],"distant":[107],"acquaintances":[108],"is":[109,133],"found":[110],"regard":[112],"visiting":[115],"intention":[116],"user.":[119],"both":[123],"demonstrate":[125],"that":[126],"close":[131],"friend":[132],"perceived":[134],"be":[136],"more":[137],"diagnostic.":[138],"not":[141],"from":[149],"strong":[150],"ties":[151],"induce":[152],"highest":[154],"diagnosticity":[155],"levels.":[156]},"counts_by_year":[{"year":2026,"cited_by_count":3},{"year":2025,"cited_by_count":4},{"year":2024,"cited_by_count":3},{"year":2023,"cited_by_count":6},{"year":2022,"cited_by_count":7},{"year":2021,"cited_by_count":14},{"year":2020,"cited_by_count":5},{"year":2019,"cited_by_count":7},{"year":2018,"cited_by_count":3},{"year":2017,"cited_by_count":4},{"year":2016,"cited_by_count":1}],"updated_date":"2026-06-19T15:47:20.252518","created_date":"2025-10-10T00:00:00"}