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ArticleWord-of-Mouth Effects in Professional Services Buyer Behaviour

Karen Maru File1994

Article1994

Word-of-Mouth Effects in Professional Services Buyer Behaviour

Karen Maru File · Dianne S. P. Cermak · Russ Alan Prince

161 citations·0/0 files stored·Service Industries Journal

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Customer Service Quality and Loyalty Digital Marketing and Social Media Consumer Behavior and Marketing Influence

Abstract

(1994). Word-of-Mouth Effects in Professional Services Buyer Behaviour. The Service Industries Journal: Vol. 14, No. 3, pp. 301-314.

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References

1985A Conceptual Model of Service Quality and Its Implications for Future Research 1970Exit, Voice and Loyalty: Responses to Decline in Firms, Organizations, and States.1991Effects of Word-of-Mouth and Product-Attribute Information on Persuasion: An Accessibility-Diagnosticity Perspective 1991New Product Diffusion Models in Marketing: A Review and Directions for Research 1983Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot Study 1987Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis 1983Emerging perspectives on services marketing 1987Service Positioning through Structural Change

Cited by

2007Conceptualizing word‐of‐mouth activity, triggers and conditions: an exploratory study 2012Word of mouth: measuring the power of individual messages 2006Connected marketing : the viral, buzz and word of mouth revolution 2014Factors enhancing word-of-mouth influence: positive and negative service-related messages 2006Receiving word-of-mouth from the service customer: An emotion-based effectiveness assessment

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Details

Year1994

Typearticle

Published1994-07-01

VenueService Industries Journal

ISSN-L0264-2069

Languageen

Citations161

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.1080/02642069400000035

openalex_workW2124739656

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2013Beyond traditional word‐of‐mouth

2010Customer sociability and the total service experience

2009The role of rapport in professional services: antecedents and outcomes