The DOI matches its Crossref record; 7 of the 7 references it cites were found in a registry or an index.
Customer Satisfaction and Word of Mouth
Open accessAbstract
Do dissatisfied customers engage in more or less word of mouth than satisfied customers? There is theoretical and empirical support for both possibilities. To better understand this issue, the authors developed a utility-based model of the relationship between customer satisfaction and word of mouth. The hypothesized functional form-an asymmetric U-shape-cannot be rejected based on data from the United States and Sweden. In addition, the estimation results based on the two samples are similar, suggesting that the proposed relationship is generalizable. The findings also indicate that although dissatisfied customers do engage in greater word of mouth than satisfied ones, common suppositions concerning the size of this difference appear to be exaggerated.
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Cites
Prospect Theory: An Analysis of Decision under Risk
Kahneman, D., & Tversky, A. (1979) · Econometrica · doi:10.2307/1914185 · Cited by 48,524
A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions
Oliver, R. L. (1980) · Journal of Marketing Research · doi:10.1177/002224378001700405 · Cited by 14,494
The antecedents and consequences of customer satisfaction for firms
Anderson, E. W., & Sullivan, M. W. (1993) · Marketing Science · doi:10.1287/mksc.12.2.125 · Cited by 4,610
Self-citationProduct/Consumption-Based Affective Responses and Postpurchase Processes
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Negativity and extremity biases in impression formation: A review of explanations.
Skowronski, J. J., & Carlston, D. E. (1989) · Psychological Bulletin · doi:10.1037/0033-2909.105.1.131 · Cited by 1,550
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Epstein, S. (1979) · Journal of Personality and Social Psychology · doi:10.1037/0022-3514.37.7.1097 · Cited by 1,468
Cited by
Hennig-Thurau, T., Gwinner, K. P., Walsh, G., & Gremler, D. D. (2004) · Journal of Interactive Marketing · doi:10.1002/dir.10073 · Cited by 5,916
What Makes Online Content Viral?
Berger, J., & Milkman, K. L. (2012) · Journal of Marketing Research · doi:10.1509/jmr.10.0353 · Cited by 3,178
Using Online Conversations to Study Word-of-Mouth Communication
Godes, D., & Mayzlin, D. (2004) · Marketing Science · doi:10.1287/mksc.1040.0071 · Cited by 2,601
Hennig-Thurau, T., Gwinner, K. P., & Gremler, D. D. (2002) · Journal of Service Research · doi:10.1177/1094670502004003006 · Cited by 2,301
Return on Marketing: Using Customer Equity to Focus Marketing Strategy
Rust, R. T., Lemon, K. N., & Zeithaml, V. A. (2004) · Journal of Marketing · doi:10.1509/jmkg.68.1.109.24030 · Cited by 2,151
Metadata
- Authors
- Anderson, E. W.
- Venue
- Journal of Service Research
- Publisher
- SAGE Publications
- Published
- 1998-08
- Volume
- 1
- Issue
- 1
- Pages
- 5-17
- ISSN
- 1094-6705 (ISSN-L)
- 1552-7379
- OpenAlex
- W2078831478
- Cited by
- 2,103
- References
- 7
- FWCI
- 19.42
- Type
- journal article
- Language
- en
- Open access
- green
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