Service recovery is a crucial success factor for organizations. Thus, many studies have addressed the issue of post-complaint behavior. Conducting a meta-analysis, the authors test the following path model: ‘‘organizational responses (compensation, favorable employee behavior, and organizational procedures)! justice perceptions (distributive, interactional, and procedural justice) ! post-compla...

Firms use social media marketing to promote products and collect consumer feedback for the product development process. Their practice of investing in retailer-hosted Word-of-Mouth (internal WOM) is supported by a positive feedback mechanism between internal WOM and retail sales. Internal WOM is a sales influencer: consumers can get informed about a product by a large volume of internal WOM. It...

Purpose This paper aims to analyse the effect of technology acceptance variables on customer attitude and engagement behaviours (CEB) with social tourism websites (STWs). Design/methodology/approach An empirical study was carried out 346 customers. A model developed relationships between CEB their determinants. Partial least squares – structural equation modelling used test model. Findings Cust...

Customer engagement behavior (CEB) receives increasing attention from both academics and practitioners, as it represents one of the key customer profitability determinants. This study attempts to provide a holistic view of CEB by (1) proposing an instrument to measure CEB, and (2) its antecedents. Based on the existent literature, we conceptualize CEB as a formative construct consisting of word...

A2 W of mouth (WOM) plays an increasingly important role in shaping consumers’ attitudes and buying behaviors. Prior work in marketing has mainly focused on the aggregate impact of WOM on product sales as well as the generation of WOM. Very little attention has been paid to the consumption or usage of WOM. In this paper, utilizing a unique data set that collects information from the automobile ...

Consumer opinions, experiences, and product recommendations posted on online WOM sites have become a major information source in consumer purchase decisions. However, prior research has largely focused on the influence of a single source of WOM – particularly retailer-hosted WOM. This study investigates the relative impact of multiple WOM information on retail sales. We collected a panel of sal...

Of the three forms of protest the propensity of word of mouth (WOM) seems to be the most common, and the most exclusive form of protest seems to be exit. The propensity for voice lies in between. The costs linked to voice influence the propensity for WOM. The customers seem to do an evaluation between the three forms of protest, yet the rational picture of the customers should be moderated. Lea...