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Managing Service Quality, Vol. 21, Iss. 2, 2011-03 ,pp. : 133-151

Emerald Group Publishing Ltd

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Service innovation and electronic word-of-mouth: is it worth listening to?

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Generating positive word-of-mouth communication through customer-employee relationships

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International Journal of Service Industry Management, Vol. 12, Iss. 1, 2001-03 ,pp. : 44-59

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"Like it or not": Consumer responses to word-of-mouth communication in on-line social networks

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Service quality effect on satisfaction and word of mouth in the health care industry

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Managing Service Quality, Vol. 19, Iss. 2, 2009-03 ,pp. : 229-242

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