Johnson, Madeline; Zinkhan, George M.; Ayala, Gail S. - In: Journal of Services Marketing 12 (1998) 5, pp. 397-415
Proposes a model to explain consumers’ willingness to recommend a service provider. The model considers four predictors of this phenomenon: affect, outcome, competency and courtesy. In a laboratory setting, subjects read and responded to a scenario describing a service encounter of a...