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Spreading the Word: How Customer Experience in a Traditional Retail Setting Influences Consumer Traditional and Electronic Word-of-mouth Intention
16 references·2 citing·47 second hop
Spreading the Word: How Customer Experience in a Traditional Retail Setting Influences Consumer Traditional and Electronic Word-of-mouth Intention (2019)Spreading the Word: How Customer Experien…Understanding Customer Experience Throughout the Customer Journey (2016)Understanding Customer Experi…What Makes a Helpful Online Review? A Study of Customer Reviews on Amazon.Com1 (2010)What Makes a Helpful Online R…Effects of Word-of-Mouth versus Traditional Marketing: Findings from an Internet Social Networking Site (2009)Effects of Word-of-Mouth vers…Customer Experience Creation: Determinants, Dynamics and Management Strategies (2009)Customer Experience Creation:…The Effect of Word of Mouth on Sales: Online Book Reviews (2006)The Effect of Word of Mouth o…E-S-QUAL (2004)E-S-QUALCo-creation experiences: The next practice in value creation (2004)Co-creation experiences: The …The role of positive emotions in positive psychology: The broaden-and-build theory of positive emotions. (2001)The role of positive emotions…Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Some New Thoughts on Conceptu…Book Review: The Psychology of Attitudes (1997)Book Review: The Psychology o…The Nature and Determinants of Customer Expectations of Service (1993)The Nature and Determinants o…Servicescapes: The Impact of Physical Surroundings on Customers and Employees (1992)Servicescapes: The Impact of …SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Organizational Information Requirements, Media Richness and Structural Design (1986)Organizational Information Re…Problems and Strategies in Services Marketing (1985)Problems and Strategies in Se…Personal Influence: The Part Played by People in the Flow of Mass Communications (1956)Personal Influence: The Part …Do peer-to-peer interaction and peace of mind matter to the generation Z customer experience? A moderation-mediation analysis of retail experiences (2025)Do peer-to-peer interaction a…The interplay between multichannel integration quality, service convenience, service experience, multichannel perceived value and e-WoM (2024)The interplay between multich…Quality Is Free: The Art of Making Quality Certain (1979)The SOCO Scale: A Measure of the Customer Orientation of Salespeople (1982)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Measuring Service Quality: A Reexamination and Extension (1992)The Behavioral Consequences of Service Quality (1996)Evolving to a New Dominant Logic for Marketing (2003)Flow: the psychology of optimal experience (1990)Emotion And Adaptation (1991)Self-determination theory and the facilitation of intrinsic motivation, social development, and well-being. (2000)Handbook of Positive Psychology (2001)The Benefits of Frequent Positive Affect: Does Happiness Lead to Success? 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References

  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 2001The role of positive emotions in positive psychology: The broaden-and-build theory of positive emotions.16,136 cited
  • 1986Organizational Information Requirements, Media Richness and Structural Design9,719 cited
  • 1992Servicescapes: The Impact of Physical Surroundings on Customers and Employees7,502 cited
  • 1997Book Review: The Psychology of Attitudes7,173 cited
  • 2016Understanding Customer Experience Throughout the Customer Journey6,834 cited
  • 2004Co-creation experiences: The next practice in value creation6,671 cited
  • 2006The Effect of Word of Mouth on Sales: Online Book Reviews6,062 cited
  • 2004E-S-QUAL4,763 cited
  • 2001Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach3,625 cited
  • 2009Customer Experience Creation: Determinants, Dynamics and Management Strategies3,274 cited
  • 2010What Makes a Helpful Online Review? A Study of Customer Reviews on Amazon.Com12,952 cited
  • 1985Problems and Strategies in Services Marketing2,824 cited
  • 1993The Nature and Determinants of Customer Expectations of Service2,677 cited
  • 2009Effects of Word-of-Mouth versus Traditional Marketing: Findings from an Internet Social Networking Site

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2,459 cited
  • 1956Personal Influence: The Part Played by People in the Flow of Mass Communications2,187 cited
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    • 2024The interplay between multichannel integration quality, service convenience, service experience, multichannel perceived value and e-WoM13 cited
    • 2025Do peer-to-peer interaction and peace of mind matter to the generation Z customer experience? A moderation-mediation analysis of retail experiences5 cited