The DOI matches its Crossref record.
Managing Word of Mouth Communications
Abstract
Examines the importance of the verbal exchange of positive and negative information about a firm′s products and services. Presents suggestions for learning what is being said and how to gain systematic control over the word of mouth process. Suggests a model of this process, including interpersonal communications among a variety of stakeholder groups. Highlights the case of the hospitality industry, but makes suggestions of use to all service businesses.
Overview
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Citations
Cited by
Electronic word-of-mouth in hospitality and tourism management
Litvin, S. W., Goldsmith, R. E., & Pan, B. (2008) · Tourism Management · doi:10.1016/j.tourman.2007.05.011 · Cited by 3,267
e‐WOM Scale: word‐of‐mouth measurement scale for e‐services context
Goyette, I., Ricard, L., Bergeron, J., & Marticotte, F. (2010) · Canadian Journal of Administrative Sciences / Revue Canadienne des Sciences de l'Administration · doi:10.1002/cjas.129 · Cited by 698
Weun, S., Beatty, S. E., & Jones, M. A. (2004) · Journal of Services Marketing · doi:10.1108/08876040410528737 · Cited by 581
Mitra, K., Reiss, M. C., & Capella, L. M. (1999) · Journal of Services Marketing · doi:10.1108/08876049910273763 · Cited by 507
Consumers’ Responses to Negative Word‐of‐Mouth Communication: An Attribution Theory Perspective
Laczniak, R. N., DeCarlo, T. E., & Ramaswami, S. N. (2001) · Journal of Consumer Psychology · doi:10.1207/s15327663jcp1101_5 · Cited by 502
Metadata
- Authors
- Haywood, K. M.
- Venue
- Journal of Services Marketing
- Publisher
- Emerald
- Published
- 1989-02-01
- Volume
- 3
- Issue
- 2
- Pages
- 55-67
- ISSN
- 0887-6045 (ISSN-L)
- OpenAlex
- W2053720416
- Cited by
- 209
- References
- 0
- FWCI
- 6.36
- Type
- journal article
- Language
- en
- Open access
- closed
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Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.
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How to cite
Cite CoChat for the checks on this page, and the paper for its own findings.
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- CoChat. (2026). Citation check: Managing Word of Mouth Communications. https://app.cochat.ai/papers/10.1108/eum0000000002486
- The paper
- Haywood, K. M. (1989). Managing Word of Mouth Communications. Journal of Services Marketing. https://doi.org/10.1108/eum0000000002486
Data sources
Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
