When word of mouth leads to consumer herding: An experimental study

2009 ◽  
Author(s):  
Vincent Mak ◽  
Rami Zwick
Keyword(s):  
Experimental Study ◽  
Word Of Mouth

scholarly journals Switching Expression or Emotion: Emotional Labor Strategy on Negative Word of Mouth Mediated by Customer Satisfaction

2020 ◽  
Vol 10 (2) ◽  
pp. 162-172
Author(s):  
Resekiani Mas Bakar ◽  
Riska Amaliah ◽  
Nurul Hidayati
Keyword(s):  
Experimental Study ◽  
Customer Satisfaction ◽  
Emotional Labor ◽  
Process Model ◽  
Positive Emotion ◽  
Word Of Mouth ◽  
Negative Word ◽  
Surface Acting ◽  
Deep Acting ◽  
Service Employees

This experimental study aimed to examine the effect of emotional labor strategy towards the negative WOM mediated by customer satisfaction. Research of emotional labor context has widely examined its impacts on service employees. The limitations in several studies proved that the opportunity in the indirect effect of emotional labor strategy on negative word of mouth (WOM) is still available. Sixty-two participants were involved in this study and divided into two groups (deep acting versus surface acting) by using videos. PROCESS model moderation proved that emotional labor strategy indirectly affects the negative WOM, mediated by customer satisfaction. This study showed that deep acting strategy can enhance customer satisfaction, therefore the negative WOM can be diminished. In contrast, surface acting strategy affects the decrease of customer satisfaction and thus it can raise the intention of the negative WOM. Emotion modification would be more effective through the deep acting strategy in transmitting the positive emotion for the customer, than modification the expression. The satisfaction felt by the customer will decrease the intention to spread negative information about the service provider to other customers.

scholarly journals To Whom Should I Send it? Sender Perspective on Incentivized Word of Mouth

2020 ◽  
Vol 13 (2) ◽  
pp. 127-138
Author(s):  
Christiana Yosevina Tercia ◽  
◽  
Thorsten Teicher ◽  
Keyword(s):  
Experimental Study ◽  
Word Of Mouth ◽  
Monetary Incentives ◽  
Related Activity ◽  
Mobile Coupons

This paper examines how consumers’ WOM-related activity can be steered by marketing measures. By conducting an experimental study using mobile coupons as a novel tool of word of mouth, we specifically investigate how monetary incentives foster senders’ decision in targeting particular receivers. Our results show that senders tend to share incentivized WOM with receivers deemed to be close to them when the amount of the incentive is unequal between sender and receiver, and information on the incentive is revealed to both sides. The different amount of incentive for senders and their receivers also leads senders to target receivers who are deal prone.

Effects of CSR Messages on Apparel Consumers’ Word-of-Mouth: Perceived Corporate Hypocrisy as a Mediator

2021 ◽  
pp. 0887302X2110559
Author(s):  
Gargi Bhaduri ◽  
Sojin Jung ◽  
Jung E. Ha-Brookshire
Keyword(s):  
Experimental Study ◽  
Corporate Social Responsibility ◽  
Word Of Mouth ◽  
Corporate Sustainability ◽  
Negative Word ◽  
Injunctive Norm ◽  
The Difference ◽  
Corporate Social ◽  
The Impact ◽  
The Relationship

This study focused on understanding how (mis)match between a company's corporate social responsibility claims as indicated in their mission and the activities it actually undertakes to meet its CSR goals leads to consumers’ corporate hypocrisy and how consumers’ CSR-CA beliefs moderate the relationship between the two. Using the Moral Responsibility Theory of Corporate Sustainability as a framework, this research analyzed the difference in corporate hypocrisy between consumers with high versus low CSR-CA tradeoff beliefs. In addition, we examined the impact of consumers’ corporate hypocrisy on their negative word-of-mouth intention and how participants’ injunctive norm impacts the relationship between the two. A sample of 538 adult US consumers were recruited for an online experimental study. The study extends the findings of MCRS and also provides implications for apparel businesses.

How does word of mouth affect customer satisfaction?

2016 ◽  
Vol 31 (3) ◽  
pp. 393-403 ◽  
Author(s):  
Wenhua Shi ◽  
Lingshu Tang ◽  
Xiaohang Zhang ◽  
Yu Gao ◽  
Yameng Zhu
Keyword(s):  
Experimental Study ◽  
Customer Satisfaction ◽  
Design Methodology ◽  
Word Of Mouth ◽  
Causal Relation ◽  
Experience Goods ◽  
Content Type ◽  
Customer Expectation ◽  
Managerial Perspective

Purpose Although word of mouth (WOM) affects customers’ purchasing intentions to a large extent, prior research has neglected the role of WOM as a driver of customer satisfaction. Design/methodology/approach Several scholars have suggested that WOM can not only affect customer expectation but also can influence perceived quality. Consistent with existing research results and the expectancy disparity model, this paper established a causal relation between WOM and customer satisfaction and confirmed it was drawing on an experimental study. Findings This paper indicates that positive or negative WOM affects customer satisfaction by promoting or lowering customers’ expectations. This relation is moderated by product type, rather than the source of the WOM. With experience goods, positive (negative) WOM will decrease (increase) customer satisfaction. However, with search goods, positive (negative) WOM will increase (decrease) customer satisfaction. Originality/value The results of this study have implications for academia and management. Academically, this study establishes the causal relation between WOM and customer satisfaction, expanding the research on the relation between WOM and satisfaction. From a managerial perspective, the promotion of WOM also can create certain service risks.

scholarly journals The Antecedents of Word-of-Mouth Attitude in Mobile Advertising: An Experimental Study

2018 ◽  
Vol 8 (6) ◽  
pp. 296-305
Author(s):  
Md. Alamgir Hossain ◽  
Nusrat Jahan ◽  
Saiful Islam ◽  
Sourav Paul Chowdhury
Keyword(s):  
Experimental Study ◽  
Word Of Mouth ◽  
Mobile Advertising

Experimental study on the restoration from a tilt-azimuth series for improvement in resolution

1995 ◽  
Vol 53 ◽  
pp. 636-637
Author(s):  
Norio Baba ◽  
Norihiko Ichise ◽  
Syunya Watanabe
Keyword(s):  
Experimental Study ◽  
Spherical Aberration ◽  
Incident Beam ◽  
Optical Parameters ◽  
Beam Tilting ◽  
Illumination Method ◽  
Restoration Method ◽  
Illumination Mode

The tilted beam illumination method is used to improve the resolution comparing with the axial illumination mode. Using this advantage, a restoration method of several tilted beam images covering the full azimuthal range was proposed by Saxton, and experimentally examined. To make this technique more reliable it seems that some practical problems still remain. In this report the restoration was attempted and the problems were considered. In our study, four problems were pointed out for the experiment of the restoration. (1) Accurate beam tilt adjustment to fit the incident beam to the coma-free axis for the symmetrical beam tilting over the full azimuthal range. (2) Accurate measurements of the optical parameters which are necessary to design the restoration filter. Even if the spherical aberration coefficient Cs is known with accuracy and the axial astigmatism is sufficiently compensated, at least the defocus value must be measured. (3) Accurate alignment of the tilt-azimuth series images.

An Experimental Study of Some Properties of Stuttered Words

1962 ◽  
Vol 5 (4) ◽  
pp. 387-394 ◽  
Author(s):  
Bruce Quarrington ◽  
Jerome Conway ◽  
Nathan Siegel
Keyword(s):  
Experimental Study
Sign in / Sign up

Export Citation Format

Share Document