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Word-of-mouth Communication in the Hospitality Industry
16 references·0 citing·38 second hop
Word-of-mouth Communication in the Hospitality Industry (1999)Word-of-mouth Communication in the Hospit…A Theory of Cognitive Dissonance (2017)A Theory of Cognitive Dissona…Satisfaction: a behavioral perspective on the consumer (2010)Satisfaction: a behavioral pe…The Loyalty Effect (2001)The Loyalty EffectThe value concept and relationship marketing (1996)The value concept and relatio…The Behavioral Consequences of Service Quality (1996)The Behavioral Consequences o…Relationship Marketing in Consumer Markets: Antecedents and Consequences (1995)Relationship Marketing in Con…Marketing for Hospitality and Tourism (1995)Marketing for Hospitality and…Managing Customer Relationships for Profit: The Dynamics of Relationship Quality (1994)Managing Customer Relationshi…Servicescapes: The Impact of Physical Surroundings on Customers and Employees (1992)Servicescapes: The Impact of …Marketing Services: Competing Through Quality (1992)Marketing Services: Competing…Effects of Word-of-Mouth and Product-Attribute Information on Persuasion: An Accessibility-Diagnosticity Perspective (1991)Effects of Word-of-Mouth and …A Test of Services Marketing Theory: Consumer Information Acquisition Activities (1991)A Test of Services Marketing …Zero defections: quality comes to services. (1990)Zero defections: quality come…Service management and marketing: managing the moments of truth in service competition (1990)Service management and market…Product/Consumption-Based Affective Responses and Postpurchase Processes (1987)Product/Consumption-Based Aff…Personal Influence: The Part Played by People in the Flow of Mass Communications (1956)Personal Influence: The Part …A Conceptual Model of Service Quality and Its Implications for Future Research (1985)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Measuring Service Quality: A Reexamination and Extension (1992)The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships (1999)Understanding Customer Experience Throughout the Customer Journey (2016)Atmospherics as a Marketing Tool (1974)Breaking Free from Product Marketing (1977)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Customer Engagement (2011)Competitive Advantage: Creating and Sustaining Superior Performance (1985)Customer satisfaction with services: putting perceived value into the equation (2000)Customer repurchase intention (2003)Value dimensions, perceived value, satisfaction and loyalty: an investigation of university students’ travel behaviour (2005)Design and Analysis: A Researcher's Handbook (1975)Biased assimilation and attitude polarization: The effects of prior theories on subsequently considered evidence. (1979)Internet forums as influential sources of consumer information (2001)Determinants of consumer engagement in electronic word-of-mouth (eWOM) in social networking sites (2011)The impact of electronic word-of-mouth communication: A literature analysis and integrative model (2012)Experimental Design: Procedures for the Behavioral Sciences (2013)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)The Experiential Aspects of Consumption: Consumer Fantasies, Feelings, and Fun (1982)Cognitive, Affective, and Attribute Bases of the Satisfaction Response (1993)Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing (1998)Electronic word-of-mouth in hospitality and tourism management (2007)Advances in Consumer Research (2025)Whence Consumer Loyalty? (1999)Whence Consumer Loyalty? (1999)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)A National Customer Satisfaction Barometer: The Swedish Experience (1992)The case for motivated reasoning. (1990)Managing Legitimacy: Strategic and Institutional Approaches (1995)The Emerging Field of Emotion Regulation: An Integrative Review (1998)From Marketing Mix to Relationship Marketing: Towards a Paradigm Shift in Marketing (1994)Relational Benefits in Services Industries: The Customer's Perspective (1998)Linking Organizational Resources and Work Engagement to Employee Performance and Customer Loyalty: The Mediation of Service Climate. (2005)Customer Satisfaction, Market Share, and Profitability: Findings from Sweden (1994)Understanding Relationship Marketing Outcomes (2002)
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References

  • 2017A Theory of Cognitive Dissonance18,122 cited
  • 1996The Behavioral Consequences of Service Quality11,994 cited
  • 1992Servicescapes: The Impact of Physical Surroundings on Customers and Employees7,267 cited
  • 2010Satisfaction: a behavioral perspective on the consumer6,042 cited
  • 1990Zero defections: quality comes to services.5,373 cited
  • 1987Product/Consumption-Based Affective Responses and Postpurchase Processes2,464 cited
  • 1996The value concept and relationship marketing2,180 cited
  • 1992Marketing Services: Competing Through Quality2,178 cited
  • 1991Effects of Word-of-Mouth and Product-Attribute Information on Persuasion: An Accessibility-Diagnosticity Perspective2,135 cited
  • 1990Service management and marketing: managing the moments of truth in service competition1,899 cited
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  • 1956Personal Influence: The Part Played by People in the Flow of Mass Communications1,880 cited
  • 1995Relationship Marketing in Consumer Markets: Antecedents and Consequences1,757 cited
  • 1991A Test of Services Marketing Theory: Consumer Information Acquisition Activities1,550 cited
  • 2001The Loyalty Effect

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1,406 cited
  • 1994Managing Customer Relationships for Profit: The Dynamics of Relationship Quality1,185 cited
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