Language divergence in service encounters: Revisiting its influence on word-of-mouth
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DOI: 10.1016/j.jbusres.2016.07.015
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References listed on IDEAS
- Van Vaerenbergh, Yves & Holmqvist, Jonas, 2014. "Examining the relationship between language divergence and word-of-mouth intentions," Journal of Business Research, Elsevier, vol. 67(8), pages 1601-1608.
- Easley, Richard W. & Madden, Charles S. & Dunn, Mark G., 2000. "Conducting Marketing Science: The Role of Replication in the Research Process," Journal of Business Research, Elsevier, vol. 48(1), pages 83-92, April.
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Cited by:
- Raggiotto, Francesco & Scarpi, Daniele & Mason, Michela C., 2019. "Faster! More! Better! Drivers of upgrading among participants in extreme sports events," Journal of Business Research, Elsevier, vol. 102(C), pages 1-11.
- Zhang, Yi & Hussain, Taiba, 2021. "SIEs’ interaction and adaptation to their task performance," Journal of Business Research, Elsevier, vol. 128(C), pages 370-380.
- Ifie, Kemefasu & Simintiras, Antonis C. & Dwivedi, Yogesh & Mavridou, Vasileia, 2018. "How service quality and outcome confidence drive pre-outcome word-of-mouth," Journal of Retailing and Consumer Services, Elsevier, vol. 44(C), pages 214-221.
- Philp, Matthew & Ashworth, Laurence, 2020. "I should have known better!: When firm-caused failure leads to self-image concerns and reduces negative word-of-mouth," Journal of Business Research, Elsevier, vol. 116(C), pages 283-293.
- Esmark Jones, Carol L. & Hancock, Tyler & Kazandjian, Brett & Voorhees, Clay M., 2022. "Engaging the Avatar: The effects of authenticity signals during chat-based service recoveries," Journal of Business Research, Elsevier, vol. 144(C), pages 703-716.
- S. Cem Bahadir & Koen Pauwels, 2024. "When does word of mouth versus marketing drive brand performance most?," Journal of Marketing Analytics, Palgrave Macmillan, vol. 12(3), pages 473-491, September.
- Holmqvist, Jonas & Van Vaerenbergh, Yves & Lunardo, Renaud & Dahlén, Micael, 2019. "The Language Backfire Effect: How Frontline Employees Decrease Customer Satisfaction through Language Use," Journal of Retailing, Elsevier, vol. 95(2), pages 115-129.
- Scarpi, Daniele & Pizzi, Gabriele & Raggiotto, Francesco & Mason, Michela, 2018. "A qualitative comparative analysis (QCA) of satisfaction toward extreme sporting Events," Australasian marketing journal, Elsevier, vol. 26(4), pages 358-368.
- Liao, Junyun & Chen, Jiawen & Zhao, Haichuan & Li, Muhua, 2023. "Fanning the flames: Transmitting negative word of mouth of rival brands," Journal of Business Research, Elsevier, vol. 154(C).
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Keywords
Language divergence; Communication; Interaction quality; Relationship quality; Word-of-mouth; Responsiveness;All these keywords.
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