Country image is viewed as the overall perception of consumers from a particular country, based on their prior perception of the country’s production and marketing strengths and weaknesses and this image affect customer attitudes like purchase intention. The purpose of our study was to develop and validate the relationship among country image, e-WOM and purchase intention of foreign products. B...

The purpose of this study focuses on the role of Customer Perceived Value (CPV) in building Word of Mouth (WOM) and loyalty at the Business to Business (B2B) context. More specifically, we examine the proposition that customer perceived value in service providers with unique antecedents and consequences. Data were collected in the main study by measuring the participants through face-to-face in...

Purpose – The purpose of this paper is to explore how the organizational recovery response to other-customer failure influences the affected customer’s level of satisfaction, unfavorable word-of-mouth (WOM), and repurchase intentions toward the firm. Design/methodology/approach – Two experimental studies: 2 (complaint versus no complaint) £ 3 (employee effort (EE): high versus low versus no) £ ...

A ring-model of vicious cycles in customer-employee-interaction is proposed: service employees perceive complaints as a threat to their self-esteem resulting in defense responses such as an increased need for cognitive closure, a devaluation of the customer and their information and degrading service behavior. Confronted with such degrading service behavior, customers react defensively as well,...

This research theorizes and empirically examines whether how educating customers—a brand's efforts to enhance customers' product-related knowledge—affects customer word of mouth (WOM). In two lab experiments across service retailing contexts, we find that customers enhances positive WOM for a brand. Customer satisfaction perceived expertise mediate this effect. Critically, the impact on is stro...

Purpose – This paper aims to study the effect of Unethical advertising, misleading information or deception and stereotyping advertising impact on Customer purchase intention with mediating effect of word-of-mouth (WOM) in Pakistan. Based on variables, the authors tried to identify the effects of each variable to customer satisfaction. Data were collected through field research (questionnaire) ...

When choosing between alternatives of uncertain quality, one can learn from other decision-makers either through communicating with them about the reasons underlying their choices, or through simply observing their choices. The former way of learning has been extensively studied in the word-of-mouth (WOM) literature, while the latter way, labelled silent word-of-mouth (SWOM), has received less ...

Internet, as a new channel of WOM, enables consumers to get multiply WOM messages. However, there is a very real consumer situation that consumers may receive opposite messages (positive-negative) from the same sources. According to tie strength, this paper divides e-WOM sources into strong tie sources and weak tie sources, examining how e-WOM sources moderate the influence of e-WOM presentatio...

This study is to analyze the role of customer delight in mediating effect experiential value on Word Mouth (WOM) customers fine dining restaurants Indonesia. Questionnaires were distributed using purposive sampling technique order obtain a sample 250 respondents. The research data analyzed statistically descriptive Partial Least Square (PLS) method. results found that variables supported by dim...