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• W2000312911 abstract "This study examines how receiving negative and positive word-of-mouth from satisfied and dissatisfied customers influences the potential customer. By explicitly including responses in terms of emotions—which hitherto have been neglected in research on word-of-mouth—it was found that emotional contagion and affect infusion were involved in the response process. The net effect was that receiving positive word-of-mouth as opposed to receiving negative word-of-mouth produced more positive evaluations of the service firm in the word-of-mouth conversation and higher levels of purchase intent vis-à-vis this firm. The results are thereby consonant with implicit assumptions in existing literature that word-of-mouth from the existing customer may have a significant impact on the potential customer, and this study indicates that emotional variables play an important role in the influence process." @default.
• W2000312911 created "2016-06-24" @default.
• W2000312911 creator A5043354071 @default.
• W2000312911 creator A5057469390 @default.
• W2000312911 date "2007-03-01" @default.
• W2000312911 modified "2023-10-18" @default.
• W2000312911 title "Receiving word-of-mouth from the service customer: An emotion-based effectiveness assessment" @default.
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• W2000312911 doi "https://doi.org/10.1016/j.jretconser.2006.10.001" @default.
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