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Does educating customers create positive word of mouth?

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  • Sun, Xiaochi
  • Foscht, Thomas
  • Eisingerich, Andreas B.

Abstract

This research theorizes and empirically examines whether and how educating customers—a brand's efforts to enhance customers' product-related knowledge—affects customer word of mouth (WOM). In two lab experiments across service and retailing contexts, we find that educating customers enhances customers' positive WOM for a brand. Customer satisfaction and perceived expertise mediate this effect. Critically, the positive impact on WOM is stronger for customers who have less prior knowledge regarding the educational topic and are more amenable to knowledge sharing. The current findings add to the literature on customer education and WOM and offer managerial insights for improving brands' WOM campaigns.

Suggested Citation

  • Sun, Xiaochi & Foscht, Thomas & Eisingerich, Andreas B., 2021. "Does educating customers create positive word of mouth?," Journal of Retailing and Consumer Services, Elsevier, vol. 62(C).
    • Handle: RePEc:eee:joreco:v:62:y:2021:i:c:s0969698921002046
    DOI: 10.1016/j.jretconser.2021.102638
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    Cited by:

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    4. Maduku, Daniel K. & Mpinganjira, Mercy & Rana, Nripendra P. & Thusi, Philile & Ledikwe, Aobakwe & Mkhize, Njabulo Happy-boy, 2023. "Assessing customer passion, commitment, and word-of-mouth intentions in digital assistant usage: The moderating role of technology anxiety," Journal of Retailing and Consumer Services, Elsevier, vol. 71(C).
    5. Sarah Fischbach & Brielle Yauney, 2023. "Social Cognitive Theory and Reciprocal Relationship: A Guide to Single-Use Plastic Education for Policymakers, Business Leaders and Consumers," Sustainability, MDPI, vol. 15(5), pages 1-14, February.
    6. Marija Dragičević & Zorica Krželj Čolović & Anamarija Pisarović, 2023. "The Daily Sailing Tours Clients Experience Assessment—The Case of the “Elaphite Islands of Dubrovnik”, Croatia," Sustainability, MDPI, vol. 15(9), pages 1-16, April.
    7. Ching-Fu Chen & Hsiao-Han Lu, 2024. "Transforming a social media influencer’s influential power to followers’ word of mouth and purchase intention: the role of brand attachment, brand credibility, and parasocial relationship," Journal of Brand Management, Palgrave Macmillan, vol. 31(4), pages 415-429, July.

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