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The relative incidence of positive and negative word of mouth: A multi-category study
16 references·16 citing·45 second hopsampled
The relative incidence of positive and negative word of mouth: A multi-category study (2007)The relative incidence of positive and ne…Diffusion of Innovations 1 (2019)Diffusion of Innovations 1The Service Profit Chain (2010)The Service Profit ChainUsing Online Conversations to Study Word-of-Mouth Communication (2004)Using Online Conversations to…Diffusion of innovations. (2003)Diffusion of innovations.How Prevalent Is the Negativity Effect in Consumer Environments? (2002)How Prevalent Is the Negativi…Word‐of‐mouth communication in the service marketplace (1999)Word‐of‐mouth communication i…Why do customers switch? The dynamics of satisfaction versus loyalty (1998)Why do customers switch? The …Customer Satisfaction and Word of Mouth (1998)Customer Satisfaction and Wor…Customer satisfaction and its consequences on customer behaviour revisited (1998)Customer satisfaction and its…Customer Switching Behavior in Service Industries: An Exploratory Study (1995)Customer Switching Behavior i…Social Desirability Bias and the Validity of Indirect Questioning (1993)Social Desirability Bias and …Measuring Customer Satisfaction: Fact and Artifact (1992)Measuring Customer Satisfacti…Double Jeopardy Revisited (1990)Double Jeopardy RevisitedJudgment under uncertainty: Heuristics and biases (1982)Judgment under uncertainty: H…Attention and weight in person perception: The impact of negative and extreme behavior. (1980)Attention and weight in perso…Judgment under Uncertainty: Heuristics and Biases (1975)Judgment under Uncertainty: H…The Polarity of Online Reviews: Prevalence, Drivers and Implications (2020)The Polarity of Online Review…Selectively Emotional: How Smartphone Use Changes User-Generated Content (2019)Selectively Emotional: How Sm…Extending the Theory of Planned Behavior to Predict Tourism Destination Revisit Intention (2019)Extending the Theory of Plann…Sharing with Friends versus Strangers: How Interpersonal Closeness Influences Word-of-Mouth Valence (2016)Sharing with Friends versus S…Assisting consumers in detecting fake reviews: The role of identity information disclosure and consensus (2016)Assisting consumers in detect…Vocal Minority and Silent Majority: How Do Online Ratings Reflect Population Perceptions of Quality1 (2015)Vocal Minority and Silent Maj…Understanding why consumers engage in electronic word-of-mouth communication: Perspectives from theory of planned behavior and justice theory (2015)Understanding why consumers e…Factors enhancing word-of-mouth influence: positive and negative service-related messages (2014)Factors enhancing word-of-mou…Negative online word-of-mouth: Behavioral indicator or emotional release? (2013)Negative online word-of-mouth…Determinants of E-WOM Influence: The Role of Consumers' Internet Experience (2013)Determinants of E-WOM Influen…Word of mouth: measuring the power of individual messages (2012)Word of mouth: measuring the …Longitudinal study of digital marketing strategies targeting Millennials (2012)Longitudinal study of digital…The different roles of product originality and usefulness in generating word-of-mouth (2011)The different roles of produc…Selling to Millennials with online reviews (2011)Selling to Millennials with o…Making your online voice loud: the critical role of WOM information (2011)Making your online voice loud…Ad Lib : When Customers Create the Ad (2008)Ad Lib : When Customers Creat…Subjective probability: A judgment of representativeness (1972)Availability: A heuristic for judging frequency and probability (1973)On the psychology of prediction. (1973)The Framing of Decisions and the Psychology of Choice (1981)Prospect theory: An analysis of decision under risk (1988)Advances in prospect theory: Cumulative representation of uncertainty (1992)Putting the Service-Profit Chain to Work (1994)The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study (1996)SERVICE WITH A SMILE: EMOTIONAL CONTAGION IN THE SERVICE ENCOUNTER. (2001)An examination of the effects of motivation and satisfaction on destination loyalty: a structural model (2003)Steps toward a science of service systems (2007)Evaluation of Structural Equation Models Using the Partial Least Squares (PLS) Approach (2009)Zero defections: quality comes to services. (1990)Measuring Service Quality: A Reexamination and Extension (1992)Relational Benefits in Services Industries: The Customer's Perspective (1998)A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery (1999)Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters (2000)The Discovery of Grounded Theory (2017)Nature of Prejudice (1954)The Psychology of Interpersonal Relations. (1958)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)Negativity and extremity biases in impression formation: A review of explanations. 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(2011)The Strength of Weak Ties (1973)Biases in Dynamic Models with Fixed Effects (1981)Some Tests of Specification for Panel Data: Monte Carlo Evidence and an Application to Employment Equations (1991)Effects of Word-of-Mouth versus Traditional Marketing: Findings from an Internet Social Networking Site (2009)Impact of Online Consumer Reviews on Sales: The Moderating Role of Product and Consumer Characteristics (2010)Popularity of Brand Posts on Brand Fan Pages: An Investigation of the Effects of Social Media Marketing (2012)The Elaboration Likelihood Model of Persuasion (1986)Ethical Decision Making by Individuals in Organizations: An Issue-Contingent Model (1991)Differences between entrepreneurs and managers in large organizations: Biases and heuristics in strategic decision-making (1997)User Acceptance of Information Technology: Toward A Unified View1 (2003)Intimate Exchanges: Using Computers to Elicit Self‐Disclosure From Consumers (2000)“Everything Is Perfect, and We Have No Problems”: Detecting and Limiting Social Desirability Bias in Qualitative Research (2019)A Survey of Fake News (2020)Is innovation always beneficial? A meta-analysis of the relationship between innovation and performance in SMEs (2010)Diffusion of Innovations (2015)Mobile payment: Understanding the determinants of customer adoption and intention to recommend the technology (2016)
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  • 2004Using Online Conversations to Study Word-of-Mouth Communication2,600 cited
  • 1998Customer Satisfaction and Word of Mouth2,105 cited
  • 1980Attention and weight in person perception: The impact of negative and extreme behavior.1,533 cited
  • 2010The Service Profit Chain1,034 cited
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  • 1998Why do customers switch? The dynamics of satisfaction versus loyalty660 cited
  • 1990Double Jeopardy Revisited609 cited
  • 1999Word‐of‐mouth communication in the service marketplace476 cited
  • 1998Customer satisfaction and its consequences on customer behaviour revisited428 cited
  • 2002How Prevalent Is the Negativity Effect in Consumer Environments?

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Cited by

  • 2012Longitudinal study of digital marketing strategies targeting Millennials310 cited
  • 2019Extending the Theory of Planned Behavior to Predict Tourism Destination Revisit Intention305 cited
  • 2008Ad Lib : When Customers Create the Ad303 cited
  • 2015Vocal Minority and Silent Majority: How Do Online Ratings Reflect Population Perceptions of Quality1278 cited
  • 2012Word of mouth: measuring the power of individual messages271 cited
  • 2016Sharing with Friends versus Strangers: How Interpersonal Closeness Influences Word-of-Mouth Valence251 cited
  • 2011The different roles of product originality and usefulness in generating word-of-mouth236 cited
  • 2020The Polarity of Online Reviews: Prevalence, Drivers and Implications217 cited
  • 2013Determinants of E-WOM Influence: The Role of Consumers' Internet Experience204 cited
  • 2013Negative online word-of-mouth: Behavioral indicator or emotional release?204 cited
  • 2014Factors enhancing word-of-mouth influence: positive and negative service-related messages196 cited
  • 2015Understanding why consumers engage in electronic word-of-mouth communication: Perspectives from theory of planned behavior and justice theory185 cited
  • 2011Selling to Millennials with online reviews183 cited
  • 2011Making your online voice loud: the critical role of WOM information183 cited
  • 2019Selectively Emotional: How Smartphone Use Changes User-Generated Content164 cited
  • 2016Assisting consumers in detecting fake reviews: The role of identity information disclosure and consensus153 cited