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Customer Satisfaction and Word of Mouth
dc.contributor.authorAnderson, Eugene W.en_US
dc.date.accessioned2010-04-14T13:51:47Z
dc.date.available2010-04-14T13:51:47Z
dc.date.issued1998en_US
dc.identifier.citationAnderson, Eugene (1998). "Customer Satisfaction and Word of Mouth." Journal of Service Research 1(1): 5-17. <http://hdl.handle.net/2027.42/68654>en_US
dc.identifier.issn1094-6705en_US
dc.identifier.urihttps://hdl.handle.net/2027.42/68654
dc.description.abstractDo dissatisfied customers engage in more or less word of mouth than satisfied customers? There is theoretical and empirical support for both possibilities. To better understand this issue, the authors developed a utility-based model of the relationship between customer satisfaction and word of mouth. The hypothesized functional form-an asymmetric U-shape-cannot be rejected based on data from the United States and Sweden. In addition, the estimation results based on the two samples are similar, suggesting that the proposed relationship is generalizable. The findings also indicate that although dissatisfied customers do engage in greater word of mouth than satisfied ones, common suppositions concerning the size of this difference appear to be exaggerated.en_US
dc.format.extent3108 bytes
dc.format.extent2315698 bytes
dc.format.mimetypetext/plain
dc.format.mimetypeapplication/pdf
dc.publisherSage Publicationsen_US
dc.titleCustomer Satisfaction and Word of Mouthen_US
dc.typeArticleen_US
dc.subject.hlbsecondlevelMarketingen_US
dc.subject.hlbsecondlevelUrban Planningen_US
dc.subject.hlbsecondlevelEconomicsen_US
dc.subject.hlbtoplevelBusinessen_US
dc.subject.hlbtoplevelSocial Sciencesen_US
dc.description.peerreviewedPeer Revieweden_US
dc.contributor.affiliationumUniversity of Michiganen_US
dc.description.bitstreamurlhttp://deepblue.lib.umich.edu/bitstream/2027.42/68654/2/10.1177_109467059800100102.pdf
dc.identifier.doi10.1177/109467059800100102en_US
dc.identifier.sourceJournal of Service Researchen_US
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dc.owningcollnameInterdisciplinary and Peer-Reviewed


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