Of the three forms of protest the propensity of word of mouth (WOM) seems to be the most common, and the most exclusive … propensity for WOM. The customers seem to do an evaluation between the three forms of protest, yet the rational picture of the …

key attributes of customer satisfaction differ in their impact based on how satisfaction is conceptualized. Furthermore …, they examine the effects of these alternative measures of satisfaction on word of mouth (WOM). Authors conduct three survey … offering on relative satisfaction is more than that of service. Furthermore, while overall satisfaction influences WOM relative …