...Mohammad G. Nejad Purpose This study aims to examine how dissatisfaction among a few consumers can proliferate to cause disproportionate revenue losses across the broader customer network. The focus is on the adverse effects of negative word-of-mouth (NWoM) on firm revenue resulting from...

...Wolfgang Weitzl; Clemens Hutzinger Purpose This study aims to investigate how consumers’ desire for retaliation and intention to voice negative word-of-mouth – following a transgression of their favorite brand – can be explained by feelings of brand betrayal and brand shame. Design/methodology...

...Hauke Wetzel; Christina Haenel; Alexandra Claudia Hess Purpose Profitability considerations lead service providers to terminate service contracts with low-value customers. However, customers targeted by service contract terminations often take revenge through negative word-of-mouth (NWOM...

... results show that explanation and high monetary compensation reduce negative word-of-mouth and enhance corporate image and anger mediates these effects. Study 2a results show that high monetary compensation becomes ineffective when firms use a soft termination approach. Study 2b results show...

.... repurchase intentions and negative word-of-mouth). Design/methodology/approach A scenario-based survey was used to elicit responses in a hospitality setting. Structural equation modelling and hierarchical regression analysis were used to test the proposed hypotheses. Findings Results show that both...

...-based modeling and simulation Innovation diffusion Negative word-of-mouth Research methodology Validation and verification Researchers, managers and educators have successfully used simulation-based approaches to explore cutting-edge scientific enquiries and industrial applications...