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Keywords: Recommendations
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Journal Articles
The impact of outcome, competency and affect on service referral
Available to Purchase
Journal:
Journal of Services Marketing
Journal of Services Marketing (1998) 12 (5): 397–415.
Published: 01 October 1998
...Madeline Johnson; George M. Zinkhan; Gail S. Ayala 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...
Journal Articles
Interactive Marketing: The Influence of Participation on Positive Word‐of‐Mouth and Referrals
Available to Purchase
Journal:
Journal of Services Marketing
Journal of Services Marketing (1992) 6 (4): 5–14.
Published: 01 April 1992
... and can help the creation of a specific service delivery system. © MCB UP Limited 1992 Participation Recommendations Service delivery systems INTERACTIVE MARKETING: The Influence of Participation on Positive Word-of-Mouth and Referrals Karen Maru File Ben B. Judd Russ Alan Prince...
