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Word-of-Mouth Effects in Professional Services Buyer Behaviour

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References

1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
1970Exit, Voice and Loyalty: Responses to Decline in Firms, Organizations, and States.11,189 cited
1991Effects of Word-of-Mouth and Product-Attribute Information on Persuasion: An Accessibility-Diagnosticity Perspective2,135 cited
1991New Product Diffusion Models in Marketing: A Review and Directions for Research2,090 cited
1983Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot Study1,808 cited
1987Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis1,394 cited
1983Emerging perspectives on services marketing1,018 cited
1987Service Positioning through Structural Change928 cited
1990New Product Diffusion Models in Marketing: A Review and Directions for Research915 cited
1972A General Model for Understanding Organizational Buying Behavior914 cited
1987Cultural Change in Family Firms: Anticipating and Managing Business and Family Transitions.533 cited
1989Postpurchase communications by consumers513 cited
1990Voice, Exit, and Negative Word-of-Mouth Behaviors: An Investigation Across Three Service Categories479 cited
1977Marketing Professional Services328 cited

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1990

A Diffusion Model Incorporating Product Benefits, Price, Income and Information

280 cited

1977Consumer Response to Unsatisfactory Purchases: A Survey of Perceiving Defects, Voicing Complaints, and Obtaining Redress272 cited

Cited by

2007Conceptualizing word‐of‐mouth activity, triggers and conditions: an exploratory study366 cited
2012Word of mouth: measuring the power of individual messages271 cited
2006Connected marketing : the viral, buzz and word of mouth revolution232 cited
2014Factors enhancing word-of-mouth influence: positive and negative service-related messages196 cited
2006Receiving word-of-mouth from the service customer: An emotion-based effectiveness assessment195 cited
2013Beyond traditional word‐of‐mouth164 cited
2010Customer sociability and the total service experience156 cited
2009The role of rapport in professional services: antecedents and outcomes107 cited
2008Client-perceived performance and value in professional B2B services: An international perspective104 cited
2016Managing online service recovery: procedures, justice and customer satisfaction93 cited
2000What is a professional service? A conceptual review and bi‐national investigation90 cited
2009The employee‐customer relationship quality89 cited
1997Purchasing Professional Services: The Case of Advertising Agencies72 cited
2006Professional service acquisition in public sector procurement71 cited
2001Service guarantees: a strategic mechanism to minimise customers’ perceived risk in service organisations69 cited
2006Loyalty and Positive Word-of-Mouth68 cited