...Peter Voyer; Hajar Fatemi Purpose This paper aims to convey: the criticality of word of mouth ( WOM ) within today’s modern service marketing environment; the importance of replication as a fundamental pillar of scientific research; and of greatest salience here, via replication, re-evaluation...

..., information overload, technological uncertainty, privacy concern and perceived risk) aggravate the strain (i.e. technostress), which then leads to users’ resistance behaviors and negative word of mouth. Advances in payment methods have profoundly changed consumers’ consumption and payment habits...

...). However, our study considers that wait times can, in fact, add value to the customer experience and motivate intent to spread positive word of mouth (WOM), specifically electronic word of mouth (eWOM). Therefore, counterintuitively, in many situations, eliminating or decreasing wait times may, in fact...

.... The purpose of this paper is to introduce the concept and a comprehensive framework of image word of mouth (IWOM), which identifies UGI as visual articulations of service experiences that result in consumer judgment of service brand image. The framework takes a consumer-focussed approach and covers key...

...Jake An; Liem Viet Ngo; Mathew Chylinski; Quan Tran Purpose Despite the fact that prosocial motivation is related to word of mouth (WOM), few studies have been conducted to investigate the psychological and behavioral processes that mediate the two constructs. This study aims to explore customers...

...Larissa M. Sundermann Purpose Although antecedents and consequences for the sender of word of mouth (WOM) are well evaluated in many research fields, non-profit service research focusing on consequences for WOM receivers is limited. Thus, the purpose of this paper is to provide evidence...

...Birgit Leisen Pollack Purpose The purpose of this study is to contrast the effects of four exit barriers on word of mouth activities. Monetary, service loss, social and convenience exit barriers are compared. The differential effects of these four barriers on the valence of word of mouth (positive...

... attributes of customer satisfaction differ in their impact based on how satisfaction is conceptualized. Furthermore, they examine the effects of these alternative measures of satisfaction on word of mouth (WOM). Design/methodology/approach The authors conduct three survey studies: at a single...

...Vincent P. Magnini Purpose The research objectives of this paper are to propose explanations for why some service firms are disguising commercially sponsored messages as genuine word‐of‐mouth (W‐O‐M) and to discuss the potentially harmful consequences that they can encounter as a result...

...Xuehua Wang Purpose This study aims to investigate the effects of inconsistent word‐of‐mouth on service quality perception and purchase intention during the service encounter. Design/methodology/approach A pilot study and a subsequent formal experiment with six scenarios were designed to test...