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Measuring word-of-mouth activity after a service encounter : are we measuring what customers communicate?

Terblanche, Nic S. - In: Service business 10 (2016) 2, pp. 283-299

Persistent link: https://www.econbiz.de/10011722297

Customer engagement behaviors in hospitality : customer-based antecedents

Romero, Jaime - In: Journal of hospitality marketing & management 26 (2017) 6, pp. 565-584

Persistent link: https://www.econbiz.de/10011754044

The effects of marketer- and advocate-initiated online service recovery responses on silent bystanders

Weitzl, Wolfgang; Hutzinger, Clemens - In: Journal of business research : JBR 80 (2017), pp. 164-175

Persistent link: https://www.econbiz.de/10011771479

Impact of service quality and trust on repurchase intentions : the case of Pakistan airline industry

Saleem, Muhammad Abid; Zahra, Sadaf; Yaseen, Asif - In: Asia Pacific journal of marketing and logistics 29 (2017) 5, pp. 1136-1159

Persistent link: https://www.econbiz.de/10011796585

How to influence consumer mindset : a perspective from service recovery

Harun, Ahasan; Rokonuzzaman, Md; Prybutok, Gayle; … - In: Journal of retailing and consumer services 42 (2018), pp. 65-77

Persistent link: https://www.econbiz.de/10011826039

Are promoters valuable customers? : an application of the net promoter scale to predict future customer spend

Mecredy, Philip; Wright, Malcolm J.; Feetham, Pamela - In: Australasian marketing journal 26 (2018) 1, pp. 3-9

Persistent link: https://www.econbiz.de/10011880444

Dysfunctional customer behavior in cross-border e-commerce : a justice-affect-behavior model

Lin, Arthur J.; Li, Eldon Yu-zen; Lee, Shih-Yang - In: Journal of electronic commerce research : JECR 19 (2018) 1, pp. 36-54

Persistent link: https://www.econbiz.de/10011865634

The effect of service quality and innovation on word of mouth marketing success

Mohtasham, Seyyed Sajjad; Sarollahi, Sedigheh Kobra; … - In: Eurasian business review 7 (2017) 2, pp. 229-245

Word of mouth (WOM) has become an important and influential source of information on consumer attitudes and buying behavior. It is also considered very important in service industries, because intangible products cannot be easily evaluated before consumption. The aim of this study is to...

Persistent link: https://www.econbiz.de/10011813464

How does the perceived ethicality of corporate services brands influence loyalty and positive word-of-mouth? : analyzing the roles of empathy, affective commitment, and perceived q...

Markovic, Stefan; Iglesias, Oriol; Singh, Jatinder Jit; … - In: Journal of business ethics : JOBE 148 (2018) 4, pp. 721-740

Persistent link: https://www.econbiz.de/10011844265

The impact of brand experience, service quality and perceived value on word of mouth of retail bank customers : investigating the mediating effect of loyalty

Mukerjee, Kaushik - In: Journal of financial services marketing : JFSM 23 (2018) 1, pp. 12-24

Persistent link: https://www.econbiz.de/10011888476