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...

Purpose Over time, the concept of word mouth (WOM) has spread beyond marketing into other disciplines. This is because WOM important in decision-making at both individual and organisational levels. Also, people are more likely to trust recommendations from their peers than those companies. Therefore, purpose this study investigate perceived usefulness messages for small medium-sized enterprise ...

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...

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...

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...

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...

Purpose The purpose of this study is to address these questions. Word-of-mouth (WOM) increasingly important in business-to-business (B2B) decision-making. Yet, research on topic rather limited, and often borrows from business-to-consumer (B2C) WOM literature. question remains as whether assumptions realistically occur B2B WOM. Specifically, explores the following questions: What value does have...

This article reviews recently published research about consumers in digital and social media marketing settings. Five themes are identified: (i) consumer digital culture, (ii) responses to digital advertising, (iii) effects of digital environments on consumer behavior, (iv) mobile environments, and (v) online word of mouth (WOM). Collectively these articles shed light from many different angles...