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Managing Word of Mouth Communications
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  • 2002Taking control of word of mouth marketing: the case of an entrepreneurial hotelier208 cited
  • 2016Effects of managerial response on consumer eWOM and hotel performance172 cited
  • 2019Perceived helpfulness of eWOM: Emotions, fairness and rationality149 cited
  • 2014The Effect of Disclosure of Third-Party Influence on an Opinion Leader's Credibility and Electronic Word of Mouth in Two-Step Flow148 cited
  • 2015Analysis of content creation in social media by B2B companies133 cited
  • 2008Evaluating viral marketing: isolating the key criteria133 cited
  • 2017Identifying restaurant satisfiers and dissatisfiers: Suggestions from online reviews119 cited
  • 2009An evaluation of satisfaction levels among Chinese tourists in Vietnam116 cited
  • 2014Twenty‐Five Years of Word‐of‐Mouth Studies: A Critical Review of Tourism Research111 cited
  • 2011Using online search data to forecast new product sales108 cited
  • 2010Why do people read reviews posted on consumer-opinion portals?107 cited
  • 2022Impact of corporate social responsibility on customer loyalty: Evidence from the Vietnamese jewellery industry37 cited
  • 1988Repeat patronage: Cultivating alliances with customers34 cited
  • 2000Branding in the UK public house sector: recent developments

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28 cited
  • 2014Shopping Value, Satisfaction, and Behavioral Intentions: A Sociodemographic and Interproduct Category Study on Private Label Brands26 cited
  • 1996Retail Equity Perceptions and Consumers’ Processing of Negative Word-of-Mouth Communication22 cited