Human-network-based filtering: the information propagation model based on word-of-mouth communication

For companies, complaints are a valuable customer reaction to dissatisfaction. They enable the company to respond to customer issues to prevent them from changing supplier or spreading negative word-of-mouth communication. Previous research identified various influencing factors of complaint behaviour. However, it has been scarcely considered which aspects influence the selection of the complaint channel (e. g. telephone, social media). Therefore, a 1x2 experimental study (n = 244) was conducted. Results reveal effects of personal characteristics (aggressiveness, argumentativeness and social anxiety) on complaint channel choice. A moderating effect of failure severity was also partially found. From a managerial perspective, it is recommended to provide various complaint options. This would allow the disappointed consumer to choose an adequate complaint channel depending on his or her personality.

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ELECTRONIC WORD-OF-MOUTH COMMUNICATION VIA SOCIAL NETWORKING SITES: THE CASE OF E-DA THEME PARK

10.15444/gmc2016.03.02.01 ◽

2016 ◽

Author(s):

Anestis K. Fotiadis ◽

Nikolaos Stylos ◽

Tzung-Cheng (T.C.) Huan

Keyword(s):

Social Networking ◽

Social Networking Sites ◽

Word Of Mouth ◽

Theme Park ◽

Electronic Word Of Mouth ◽

Word Of Mouth Communication

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PENGARUH CORPORATE IMAGE, TRUST, WORD OF MOUTH DAN COMMUNICATION MARKETING TERHADAP CUSTOMER SATISFACTION PADA PT. BANK NEGARA INDONESIA (PERSERO) CERME, GRESIK

Develop ◽

10.25139/dev.v3i1.1526 ◽

2019 ◽

Vol 3 (1) ◽

pp. 27

Author(s):

Chandra Kartika Kartika ◽

Akhmad Kusaeri ◽

Muhammad Taufik ◽

Moh Deni Kurniawan Yusuf ◽

Mozha Pramesti Putri ◽

...

Keyword(s):

Customer Satisfaction ◽

Word Of Mouth ◽

Corporate Image ◽

Word Of Mouth Communication

Persaingan bank dalam pelayanan jasa banyak competitor yang ingin memperbaiki kesalahan yang sebelumnya. Corporate image, trust, word of mouth, dan communication marketing diduga mempunyai peran penting dan perlu diperhatikan dalam upaya meningkatkan kinerja pemasaran dalam suatu perusahaan layanan jasa seperti perbankan dan lembaga keuangan. Penelitian ini bertujuan untuk mengetahui pengaruh Corporate image, trust, word of mouth, dan communication marketing terhadap customer satisfaction. Sampel yang digunakan sebanyak 80 responden dari populasi 400 Nasabah PT. Bank Negara Indonesia (persero) cerme, gresik. Metode penelitian ini menggunakan metode kuantitif dan teknik analisis yang digunakan regresi linier berganda Y= 0,057 + 0,126 X1 + 0,892 X2 + 0,173 X3 + 0,444 X4 + 2,857. Hasil penelitian secara simultan menunjukkan Corporate image, trust, word of mouth, dan communication marketing berpengaruh signifikan terhadap customer satisfaction. Secara parsial menunjukkan corporate image, word of mouth, dan communication marketing tidak berpengaruh signifikan terhadap customer satisfaction, sedangkan trust berpengaruh terhadap customer satisfaction. sebaiknya manajemen PT. Bank Negara Indonesia (persero) Cerme, Gresik memperhatikan Corporate image, trust, word of mouth, communication marketing, dan customer satisfaction. Manajemen juga dapat memberikan pelayanan yang baik.Kata kunci : corporate image, trust, word of mouth,communication marketing, customer satisfaction

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