Related content

Creating Positive Word-of-Mouth Promotion Through Service Recovery Strategies

By Wang Edward Shih-Tse   Chang Shu-Yu  

Services Marketing Quarterly, Vol. 34, Iss. 2, 2013-04 ,pp. : 103-114

Routledge Ltd

Access to resources Recommend Favorite

Word-of-mouth communication in the service marketplace

By Mangold W Glynn   Miller Fred   Brockway Gary R  

Journal of Services Marketing, Vol. 13, Iss. 1, 1999-01 ,pp. : 73-89

Emerald Group Publishing Ltd

Access to resources Recommend Favorite

The implications of company-sponsored messages disguised as word-of-mouth

By Magnini Vincent P.  

Journal of Services Marketing, Vol. 25, Iss. 4, 2011-07 ,pp. : 243-251

Emerald Group Publishing Ltd

Access to resources Recommend Favorite

Overcompensating for severe service failure: perceived fairness and effect on negative word-of-mouth intent

By Noone Breffni M.  

Journal of Services Marketing, Vol. 26, Iss. 5, 2012-07 ,pp. : 342-351

Emerald Group Publishing Ltd

Access to resources Recommend Favorite

Managing negative word-of-mouth: an exploratory study

By    

Journal of Marketing Management, Vol. 30, Iss. 13-14, 2014-10 ,pp. : 1423-1447

Routledge Ltd

Access to resources Recommend Favorite