The effect of inconsistent word‐of‐mouth during the service encounter-Reference-Cited by-同舟云学术

The effect of inconsistent word‐of‐mouth during the service encounter

Published:2011-07-05 Issue:4 Volume:25 Page:252-259
ISSN:0887-6045
Container-title:Journal of Services Marketing
language:en
Short-container-title:Journal of Services Marketing

Author:

Wang Xuehua

Publisher

Emerald

Subject

Marketing

Reference33 articles.

1. Customer Satisfaction and Word of Mouth

2. Patterns of Affective Reactions to Advertisements: The Integration of Moment-to-Moment Responses into Overall Judgments

3. Spreading the Word: Investigating Antecedents of Consumers' Positive Word-of-Mouth Intentions and Behaviors in a Retailing Context

4. Carmon, J.M. (1990), “Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions”, Journal of Retailing, Vol. 66 No. 1, pp. 33‐55.

5. Measuring Service Quality: A Reexamination and Extension

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