Harris, Lloyd C.; Fisk, Raymond P.; Sysalova, Hana - In: Journal of Service Management 27 (2016) 2, pp. 63-90
failure and exaggerated negative word-of-mouth. Findings – This research explicitly addresses customer exaggeration regarding … and 4 experimentally elucidated the cognitive mechanisms leading to exaggeration. Research limitations … four ways. First, this research explores the scope of consumer exaggeration during word-of-mouth storytelling and the …