positive word-of-mouth (p-wom) has a strong influence on purchase decision of new customer. today, firms try creating loyal customer with positive wom and use from this competitive factor in increasing their market share. this research showed that website usability (wu) has a positive effect on customer satisfaction (cs), and also this element have a positive effect on customer loyalty (cl). cs...

Literature review revealed the importance of the adoption of marketing Relationship for loyalty and retaining profitable customer (Customer Relationship Management). LPQ satisfaction will reinforce the loyalty and customer brand attachment. Customer will communicate the operator to others. The focus of this study is to examine the relationship between the LPPQ and the WOM recommendations throug...

The present study explores the effect of inbound marketing factors on marketing performance. The statistical population was composed of all customers of six restaurants with Gilaki names in Rasht, which are active in cyberspace. A total of 400 individuals were selected by convenience sampling. The standard scales included visibility management, active listening, community building, wor...

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 main goal of this study is to investigate the factors influencing customer decision support satisfaction with the e-commerce site, including e-WOM (electronic word of mouth) system interactivity and EQ (eQuality). We also identify the antecedents to e-WOM system interactivity and EQ, as well as the outcome of decision support satisfaction. Most leading e-commerce companies have developed th...

electronic word of mouth (e-wom) is a new emergent arena in which, consumers share their experiences and reviews on various brands and products such as laptop with each other, through online communication channels. this is a practical and survey research. research’s statistical society is the students of allameh tabatabaei university. statistical sample is selected by relative categorized and a...

Deepak Khazanchi College of Information Science and Technology University of Nebraska at Omaha khazanchi@ unomaha.edu The ability to exchange opinions and experiences online is known as online word of mouth (WOM). Due to the high acceptance of consumers and their apparent reliance on online WOM it is important for organizations to understand how it works and what kind of impact it has on produc...

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...

Marketing in entrepreneurial contexts, such as small business, relies heavily on word of mouth (WOM) recommendations for customer acquisition. However we know little about how WOM processes work for small firms, or how owner-managers can influence them. This case study of an entrepreneurial owner of an independent hotel is used to illustrate problems associated with WOM, and potential strategie...

I this paper, we investigate the effectiveness of a firm’s proactive management of customer-to-customer communication. We are particularly interested in understanding how, if at all, the firm should go about effecting meaningful word-of-mouth (WOM) communications. To tackle this problem, we collect data from two sources: (1) we implement a large-scale field test in which a national firm created...