...Timothy Lee Keiningham; Roland T. Rust; Bart Lariviere; Lerzan Aksoy; Luke Williams This research points to the myriad of factors that enhance positive and reduce negative word-of-mouth, and the importance of accounting for customer heterogeneity in assessing the likely impact of attitudinal...

... a stronger effect on attitude for bundle customers, price value is a stronger determinant of attitude for non-bundle customers. There was no difference between the groups in terms of how attitude determines the word-of-mouth (WOM) intent. The total influence of functional value on positive WOM intent...

...Kim Willems; Sara Leroi-Werelds; Gilbert Swinnen Purpose – The purpose of this paper is to profile grocery retailers in terms of seven value types based on Holbrook’s value typology; to link these value types to three key outcomes (i.e. satisfaction, repurchase intention, and word-of-mouth...

...Lloyd C. Harris; Raymond P. Fisk; Hana Sysalova Purpose – While the links between customer word-of-mouth and desirable organizational outcomes have been widely studied, the possibility that customers might routinely exaggerate their consumption experience stories has been neglected. The paper...

...). Accordingly, the receiver builds behavioral intentions of purchasing and further talking about the particular product. Originality/value This paper synthesizes insights from the extant literature on word‐of‐mouth, social influence, and dual processing of information to develop a comprehensive model...