Receiving word-of-mouth from the service customer: An emotion-based effectiveness assessment

By Magnus Söderlund, S. Rosengren. 2007

219 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/7872797d3c7e5e02578d3c3beb629230b6648c49

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Marketing

1. Celso Augusto de Matos
2. C. V. Rossi
3. S. Rosengren
4. Magnus Söderlund
5. J. Sweeney
6. Tim Mazzarol
7. Geoffrey N. Soutar
8. S. Grappi

In Organizational Behavior and Human Resource Management

1. Jinsoo Hwang
2. Geoffrey N. Soutar
3. C. V. Rossi
4. Celso Augusto de Matos
5. S. Rosengren
6. J. Sweeney
7. Tim Mazzarol
8. Magnus Söderlund

In Sociology and Political Science

1. S. Rosengren
2. Geoffrey N. Soutar
3. Celso Augusto de Matos
4. C. V. Rossi
5. Tim Mazzarol
6. J. Sweeney
7. Magnus Söderlund
8. Jinsoo Hwang

Citations in the corpus

• The Influence of Destination Image on Tourist Loyalty and Intention to Visit: Testing a Multiple Mediation Approach (2019, background): “A number of travel organizations use eWOM to facilitate people, as well as provide enough information about whole packages, destinations, and sites [30].”
• Physical attractiveness of the service worker in the moment of truth and its effects on customer satisfaction (2009, background): “Some authors who have used similar scenarios, and who have employed explicit questions to gauge the perceived realism (e.g., Karande et al., 2007; Söderlund and Rosengren, 2007), however, have obtained relatively high levels for such variables.”
• Word-of-mouth communications in marketing: a meta-analytic review of the antecedents and moderators (2008, result): “It is also consistent with the proposition that consumers are more likely to engage in WOM when they experience significant emotional experiences (Dick and Basu 1994; Soderlund and Rosengren 2007 ).”
• Emotions that Drive Consumers Away from Brands: Measuring Negative Emotions Toward Brands and Their Behavioral Effects (2012, background): “Evaluative judgments related to brands’ and/or consumers’ individual characteristics and personalities could also play an important role in causing negative outcomes (e.g., Soderlund & Rosengren, 2007, on word of mouth).”
• Revisiting the smiling service worker and customer satisfaction (2008, background): “Second, we argued that existing studies (Barger and Grandey, 2006; Söderlund and Rosengren, 2004; Söderlund and Rosengren, 2007) of how the service worker’s smiling behavior affects customer satisfaction through mediating variables have left out the customer’s evaluation of the service worker – and ”
• Word of mouth: measuring the power of individual messages (2012, result): “This result is also consistent with a recognition that emotions play an important part in the transmission and receipt of WOM ( Soderlund and Rosengren, 2007”