Spreading the word: Investigating antecedents of consumers’ positive word-of-mouth intentions and behaviors in a retailing context

By Tom J Brown, T. Barry, Peter A. Dacin, R. Gunst. 2005

1,253 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/1d43dda8fa4602ba4278bf6b2e4ab643cf5182a2

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In Organizational Behavior and Human Resource Management

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Citations in the corpus

The Effect of the Servicescape on Service Workers (2008, background): “Just as organizations expect highly satisfied customers to deliver positive word of mouth (Brown et al. 2005), we expected that the same would be true for satisfied employees (Shinnar,Young, and Meana 2004).”
CSR and Customer Outcomes: The Mediating Role of Customer Engagement (2018, methodology): “Romani [22] describes that when a company makes efforts for social causes, customers feel obliged to the company and they develop a positive emotion of gratitude and start championing the company.”
Of “Likes” and “Pins”: The Effects of Consumers’ Attachment to Social Media (2015, background): “It has long been recognized that WOM advocacy is important in the growth and vibrancy of brands (Brown et al. 2005).”
Interpreting informational cues: An explorative study on information use among prospective homebuyers (2009, positive): “It would again appear that microblogging could have an important influence in this area, requiring brand managers to actively engage in the microblogging space, given that WOM communication has been associated with brand satisfaction ( Brown, Barry, Dacin, & Gunst, 2005 ).”
Effects of Reputation, Relational Satisfaction, and Customer–Company Identification on Positive Word-of-Mouth Intentions (2009, methodology): “The measurement items were mostly adopted from previous research (Ahearne et al., 2005; Brown et al., 2005; Fombrun & Gardberg, 2000; Hon & Grunig, 1999; Mael & Ashforth, 1992).”
The value of different customer satisfaction and loyalty metrics in predicting customer retention, recommendation, and share‐of‐wallet (2007, background): “More recently, however, the focus has shifted to recommendations and customer advocacy (for example, Brown et al., 2005; Christopher et al., 1991; Jones and Earl Sasser, 1995).”
The influence of online reviews to online hotel booking intentions [Summary] (2015, background): “In contrast to negative comments, positive reviews mainly focus on extolling a company’s quality orientation, such asmaking recommendations to others (Brown et al., 2005).”