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Individual and Situational Factors Influencing Negative Word‐of‐Mouth Behaviour

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References

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1983

Selected Determinants of Consumer Satisfaction and Complaint Reports

1,466 cited

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2006Negative Word-of-Mouth Communication Intention: An Application of the Theory of Planned Behavior340 cited
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2010Online word of mouth and consumer purchase intentions309 cited
2009Tapping the grapevine: A closer look at word-of-mouth as a recruitment source.218 cited
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2010Customer sociability and the total service experience156 cited
2012Cross‐national differences in e‐WOM influence156 cited
2005Consumer Awareness and Use of Product Review Websites150 cited
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2020Expanding customer engagement: the role of negative engagement, dual valences and contexts139 cited