Bachleda, Catherine; Berrada-Fathi, Boutaina - In: Journal of Service Theory and Practice 26 (2016) 1, pp. 109-132
Purpose – The purpose of this paper is to examine the influence of various sources of negative electronic word-of-mouth (eWOM) and negative personal word-of-mouth (pWOM) on trust in the Word-of-mouth (WOM), attitude toward the service provider and purchase intention....