INVESTIGATION OF THE EFFECT OF ROBOT WAITER USAGE DESIRE ON WORD OF MOUTH COMMUNICATION AND ROBOT WAITER USAGE ATTITUDE IN RESTAURANTS

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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Chinese brand–individual values congruity and willingness of consumers from other countries to use positive word of mouth

Social Behavior and Personality An International Journal ◽

10.2224/sbp.8899 ◽

2020 ◽

Vol 48 (8) ◽

pp. 1-14

Author(s):

Xi Chen ◽

Qing Fang ◽

Zhenyuan Wang

Keyword(s):

Word Of Mouth ◽

Brand Commitment ◽

Positive Word ◽

Individual Values ◽

Mediating Role ◽

Perceived Values ◽

Word Of Mouth Communication ◽

Positive Word Of Mouth ◽

The Impact ◽

The Relationship

Congruity of brand and individual values is the degree of fit or similarity between consumers' personal values and the perceived values of a certain brand. In this study, we took Huawei as the test brand and investigated 525 consumers in 30 countries to examine whether congruity of brand and individual values influences consumer word-of-mouth communication in an international context. The results show that (a) brand commitment played a mediating role in the effect of brand–individual values congruity on word of mouth, (b) the consistency of a brand's practices and its values (brand behavior congruity) moderated the relationship between brand–individual values congruity and the consumers' brand commitment, and (c) brand behavior congruity moderated the mediating role of brand commitment in the relationship between values congruity and positive word of mouth. Our findings provide insight into the impact of values congruity for consumers.

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