The main objectives of this research are to study the factors that influence Electronic Word-Of-Mouth (E-Wom) and consumer decisions formulate Word-of-Mouth model travel on beach. Deli Serdang Mirror. This uses descriptive analysis, both qualitative quantitative. Data analysis with statistics used is Structural Equation Modeling (Structural Modeling). Based discussion, it concluded there a sign...

Various studies on bank customers’ perception of e-service quality are widely done in conventional banks or private banks. However, hardly any study sheds light the baby boomers and X generation customers how their perceptions satisfaction affect positive word-of-mouth (WOM) a regional government-owned bank. This aims to analyze effect South Kalimantan Bank (SKB) mobile banking WOM old SKB role...

In this study, we explore how customers’ WOMs in firms’ crisis events spread across organizational boundaries to affect their supply chain partners. Based on guilt-by-association theory, we propose that both the external WOM effect and internal demand-supply effect have a mediator influence on the relationship between news report of crisis and firm performance of its supply chain partners. In o...

The benefi t of managing customer relationship by inputs (acquisition and retention costs) and outputs (revenues) for each customer is that marketing managers can better prioritise their efforts by examining the return on marketing investment and thus better differentiate customers by their relative benefi ts and costs. Valuing customers and measuring marketing effect using only direct fi nanci...

This paper reports two studies (i.e., an experimental design and a field study) that examine the effects that different levels of service recovery have on satisfaction, purchase intentions, and one’s propensity to spread positive word-of-mouth (WOM). The results indicate that moderate to high service recovery efforts significantly increase post-failure levels of satisfaction, purchase intent, a...

The use of the WWW as a venue for voicing opinions, complaints and recommendations on products and firms has been widely reported in the popular media. However little is known how consumers use these reviews and if they subsequently have any influence on evaluations and purchase intentions of products and retailers. This study examines the effect of negative reviews on retailer evaluation and p...

Service quality, price, customer satisfaction and word of mouth (WOM) appear to be the most important variables in today’s business market, many researchers have focused their attentions on relationships. This research aims test influence service quality price WOM, as well mediation effect relationship between with WOM. Using accidental sample method, this study collects data from 315 responden...

current research examines the impact of perceived justice (including distributive justice, procedural justice and interactional justice) on perceived service quality and customer behavioral intentions (including word of mouth, trust and revisit intention).statistical sample comprises 120 customers of iran insurance company in shiraz holding automobile insurance and have record of visiting the c...

news websites’ design quality plays an important role in retention time and increasing visitors’ motivation in order to maintain loyalty and e-wom. therefore, these websites are trying to achieve this competitive advantage through improving their websites’ design quality. the purpose of this research is to examine the effect of design quality of news websites on e-loyalty and e-wom. this articl...

The importance of this study is discussed to determine the intensity purchases resulting from cafe-relevant value, as well impact brand awareness through e-wom. Two hundred forty-six respondents were used coffee lovers in cafes, most questionnaires and interviews data collection methodologies. This analyzed e-WOM-mediated path analysis on purchase intention using SEM-PLS multiple analysis. rese...