The Impact of Negative Word of Mouth on Customers' Responses

This study is to investigate the effect of negative word of mouth on customers' reactions considering the moderation role of tie strength. Accordingly, a scenario-based questionnaire was online distributed to 268 users of cell-phone operators. It should be noted that, face and content validity...

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Bibliographic Details
Main Authors: Fariborz Rahimnia, Hanzaleh Zeynvand Lorestani, Ali Yar Ahmadi
Format: Artigo
Language:Persa
Published: Iran Strategic Management Society 2014-05-01
Series:مطالعات مدیریت راهبردی
Subjects:
customer relationship management
unprofitable customers
negative word of mouth
tie strength
Online Access:http://www.smsjournal.ir/article_90743_a9a8493bb70702aeda3dd11ca5081e8e.pdf
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