Beyond traditional word-of-mouth: An expanded model of customer-driven influence

Journal of Service Management

Volumn 24, Issue 3, 2013, Pages 294-313

  Blazevic, Vera ^a,b   Hammedi, Wafa ^c   Garnefeld, Ina ^d   Rust, Roland T ^e   Keiningham, Timothy ^f   Andreassen, Tor W ^g   Donthu, Naveen ^h   Carl, Walter ⁱ  

^a RADBOUD UNIVERSITY NIJMEGEN   (Netherlands)

^b RWTH AACHEN UNIVERSITY   (Germany)

^c UNIVERSITY OF NAMUR   (Belgium)

^d UNIVERSITY OF WUPPERTAL   (Germany)

^e UNIVERSITY OF MARYLAND   (United States)

^f Ipsos   (United States)

^g BI NORWEGIAN BUSINESS SCHOOL   (Norway)

^h GEORGIA STATE UNIVERSITY   (United States)

ⁱ NORTHEASTERN UNIVERSITY   (United States)

Author keywords

Consumer behaviour; Customer satisfaction; Customer driven influence; Customer to customer interactions; Dual processing; Goal theory; Impulsive behavior; Reflective behavior; Word of mouth

Indexed keywords

EID: 84878884211     PISSN: 17575818     EISSN: None     Source Type: Journal    
DOI: 10.1108/09564231311327003     Document Type: Article

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