How service quality and outcome confidence drive pre-outcome word-of-mouth

Existing research on word-of-mouth (WOM) referrals has rarely considered what drives consumers to engage in pre-outcome WOM (i.e., referrals before they have experienced the final service outcome). This study argues that WOM behavior that predates the service outcome is driven by the interplay betwe...

Full description

Saved in:
Bibliographic Details
Main Authors: Kemefasu Ifie, Antonis Simintiras, Yogesh K. Dwivedi, Vasileia Mavridou
Format: Default Article
Published: 2018
Subjects:
Other commerce, management, tourism and services not elsewhere classified
Word-of-mouth
Outcome confidence
Service quality
Recommendations
Service outcome
Business and Management not elsewhere classified
Online Access:https://hdl.handle.net/2134/33878
Tags: Add Tag
No Tags, Be the first to tag this record!

Similar Items