Effects of complaining versus negative word of mouth on subsequent changes in satisfaction: The role of public commitment

By Prashanth U. Nyer, M. Gopinath. 2005

134 citations recorded by the source corpus.

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Assessing tourists' cognitive, emotional and behavioural reactions to an unethical destination incident (2016, background): “…who talked negatively about the destination to their friends and family are concerned about an inconsistent social image if remaining loyal (e.g. Nyer & Gopinath, 2005), managerial efforts should focus on providing these tourists with a socially acceptable option to return to the destination…”
Growing Existing Customers’ Revenue Streams through Customer Referral Programs (2013, background): “Davidow (2003) and Nyer and Gopinath (2005) interpret word of mouth as a public commitment or public stance regarding an evaluation of the firm or its offerings.”
Application of the Cognitive Dissonance Theory to the Service Industry (2011, background): “Prior research on WOM behavior has overlooked this important variable of cognitive dissonance in their modeling of how consumers respond to WOM (Nyer & Gopinath, 2005 ; Richins, 1984 ).”
Anger, frustration, and helplessness after service failure: coping strategies and effective informational support (2010, background): “Prior research indeed shows that complaining to others drains distress ( Nyer and Gopinath 2005 ).”