The effects of incentives, deal proneness, satisfaction and tie strength on word‐of‐mouth behaviour

By Jochen Wirtz, P. Chew. 2002

464 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/65c787bc178eb4ed814f00c78e99ecfd881e95a0

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In Organizational Behavior and Human Resource Management

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Citations in the corpus

Receiver responses to rewarded referrals: the motive inferences framework (2013, background): “For example, in sets of experiments, both Wirtz and Chew (2002) and Ryu and Feick (2007) have shown that offering a reward increases the likelihood that consumers make referrals.”
Word of Mouth: What We Know and What We Have Yet to Learn (2013, unknown): “Such incentives can be effective tools to increase the likelihood of passing on a message, improve its valence, and increase the likelihood of recommendations (Bolen 1994; Stern and Gould 1988; Wirtz and Chew 2002).”
Sales and sincerity: The role of relational framing in word-of-mouth marketing (2008, background): “Since manipulative or financial motives are seldomly the main driver of word-of-mouth recommendations (e.g., Wirtz & Chew, 2002), we expect a disclosure of a financial reward to have a positive, rather than a negative effect on the sincerity evaluations of the recommending agent.”
Customer sociability and the total service experience (2010, background): “Word-of-mouth (WOM) is a social behavior (Wirtz and Chew, 2002) involving person-to-person communication where the receiver perceives the giver to be non-commercial with regard to a service, product, or brand (Arndt, 1967).”
Service Fairness, Consumption Emotions, Satisfaction, and Behavioral Intentions: The Experience of Chinese Heritage Tourists (2013, background): “Furthermore, the more active involvement when an individual spreads the WOM recommendation, the greater the possibility of buying the recommended products (Mittal, Kumar, & Tsirosm, 1999; Wirtz & Chew, 2002).”
When Giving Money Does Not Work: The Differential Effects of Monetary Versus In-Kind Rewards in Referral Reward Programs (2014, unknown): “Wirtz and Chew (2002) demonstrate that the likelihood of making a purchase recommendation increases with the amount of monetary incentives, whereas Ryu and Feick (2007) contend that incentive size does not matter and that rewards are particularly effective in increasing the likelihood of referral…”
Electronic word of mouth: The effects of incentives on e‐referrals by senders and receivers (2013, background): “In general, rewarding existing customers increases WOM (Wirtz and Chew, 2002) and ereferral likelihood, and financial rewards are especially effective in increasing ereferral to weak ties and for weaker brands (Ryu and Feick, 2007).”
Language Abstraction in Word of Mouth (2010, background): “People are interested in and attend to word-ofmouth referrals, because they are perceived as credible and custom-tailored (Wirtz & Chew, 2002).”
How Procedural, Financial and Relational Switching Costs Affect Customer Satisfaction, Repurchase Intentions, and Repurchase Behavior: A Meta-Analysis (2015, background): “…Ledden, and Kalafatis (2007) x Journal of Services Marketing 163 7,268 132 Wieringa and Verhoef (2007) x Journal of Service Research 164 215 133 Wirtz and Chew (2002) x Journal of Service Management 165 257 134 Wirtz and Lee (2003) x Journal of Service Research 166 440 135 Woisetschlaeger,…”
Make It Memorable: Tourism Experience, Fun, Recommendation and Revisit Intentions of Chinese Outbound Tourists (2020, background): “If a customer has a pleasant experience while using a product or service, their intent to recommend the product or service to surrounding customers is stronger [54].”