منابع مشابه
NPS and Online WOM
The Net Promoter Score (NPS) is, according to Reichheld, the single most reliable indicator of company growth, and many companies use this recommendation-based technique for measuring customer loyalty. Despite its widespread adoption by many companies across multiple industries, the debate about NPS goes on. A major concern is that managers treat NPS as being equivalent across customers, which ...
متن کاملExamining the Awareness and Persuasive Effects of Online WOM
This study addresses a growing trend in how consumers obtain and use information prior to making their online purchasing decisions. Specifically, the authors investigate the relationship between online word-ofmouth (WOM, i.e., customer reviews and ratings) and sales (as measured by Amazon “ranks”) for different product categories. Using data collected from Amazon, the authors find that online W...
متن کاملOnline Consumer Misbehavior: The Effects of WOM versus Observational Learning
Word of mouth (WOM) and observational learning (OL), as two types of social interaction, have been generally studied by researchers. And they have significant impacts on consumers’ purchase decision. However, few researches pay attention to their influences on online misbehavior. In this paper, we respectively examined the effect of these variables on consumers’ misbehavior. Moreover, Machiavel...
متن کاملDynamic Adoption Model of Personalized Online Services with Privacy Concerns and WoM Effect
Privacy concern is becoming one of the most important issues for personalized online services like websites, computer software and mobile apps, especially those offered for free. In this paper, we develop a dynamic adoption model that combines new product diffusion theory with online services privacy, and seek to offer marketing strategies to maximize vendors’ profit for online services. We div...
متن کاملEmpirical Study of the Motivations of E-WOM Spreading on Online feedback System in China
Based on Social Exchange Theory and Motivation Crowding Theory, we study the motivations of consumers to spread e-WOM by benefit factors and cost factors. Meanwhile, we brought the motivation crowding effect into the analysis model, and discussed the effect of extrinsic motivation on intrinsic motivation and internalized extrinsic motivation. Through empirical analysis in China, we find that al...
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ژورنال
عنوان ژورنال: Journal of Service Research
سال: 2017
ISSN: 1094-6705,1552-7379
DOI: 10.1177/1094670517696965