The chain from customer satisfaction via word-of-mouth referrals to new customer acquisition

Wangenheim, Florian von; Bayón, Tomás

doi:10.1007/s11747-007-0037-1

Cited by 268 publications

(203 citation statements)

References 61 publications

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“…Indeed, several researchers have found strong empirical support for a significant effect of satisfaction on customer referrals (e.g., Brown et al, 2005;von Wangenheim and Bayón, 2007). In line with this research, we propose that customer satisfaction with a brand exerts a positive effect on positive WOM.…”

Section: Customer Satisfactionsupporting

confidence: 83%

“…Moreover, marketers consider it a particularly valuable instrument for acquiring new customers (von Wangenheim and Bayón, 2007). While some researchers treat WOM as an integral part of a multidimensional customer loyalty construct (Sirdeshmukh et al, 2002;Jones and Taylor, 2007), Soederlund (2006) empirically demonstrates that combining repatronage intentions and word-of-mouth intentions may conceal significant aspects of loyalty and its relation to other constructs in the nomological net.…”

Section: Positive Word Of Mouthmentioning

confidence: 99%

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Consumer–brand identification revisited: An integrative framework of brand identification, customer satisfaction, and price image and their role for brand loyalty and word of mouth

2017

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Citation:Popp, B. and Woratschek, H. service/product brands. The results demonstrate that identification, satisfaction, and price image significantly influence both loyalty and word of mouth. Moreover, we find significant interrelationships among the constructs: identification positively influences both satisfaction and price image, which also increases satisfaction. By disclosing the relative importance of three separate ways of gaining and retaining customers, this study helps managers more appropriately choose the right mix of branding, pricing, and relationship marketing. From an academic point of view, our research is the first to explicitly examine the effects of the concept of identification for price management and to integrate variables from the fields of branding, relationship marketing, and behavioral pricing, which have separately been identified as particularly important determinants of marketing outcomes.

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Section: Customer Satisfactionsupporting

confidence: 83%

Section: Positive Word Of Mouthmentioning

confidence: 99%

Consumer–brand identification revisited: An integrative framework of brand identification, customer satisfaction, and price image and their role for brand loyalty and word of mouth

2017

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“…In addition, satisfied customers tend to support the company by spreading the good word of mouth (WOM) and increase the level of publicity of the company. As a result monitoring and reporting the customer satisfaction level is one of the tasks of marketing division of companies (Wangenheim & Bayon, 2007;Wilson, 2002).…”

Section: Introductionmentioning

confidence: 99%

Service Quality, Satisfaction and Student Loyalty in Malaysian Private Education

Mansori¹,

Vaz²,

Ismail³

2014

ASS

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The changing of the global demographic trends clearly suggests a growing demand for a quality higher education. In fact, several studies have been carried out in the past few years to explore the factors that have effects on the customer satisfaction and its consequences in various industries. In the same manner, this study also explores the five factors of service quality (SERVQUAL) and their relationship with the level of student satisfaction and their loyalty as well as the intervening role of satisfaction in the relationships between SERVQUAL factors and loyalty among undergraduate students.The study used self-administered questionnaires to test the proposed model and data collected from 460 questionnaires were analysed. The questionnaires were distributed at various private universities and colleges in Malaysia based on convenience sampling. The results of this study are in accordance with prior studies in this field as SERVQUAL factors do influence the level of customers' satisfaction in the service industry. This study shows that the level of students overall satisfaction is mostly affected by tangibility. This finding indicates that the physical facility on the campus plays a major role in satisfying the students. The results also show that tangibility has the highest influence (directly and indirectly) on the students' intention to continue to a higher level of studies and/or spreading good word of mouth about the institution to their friends and the society. However, to generalize the results of this study, consideration should be made to the limitation of the number of the private institutions where the samples are collected. It is suggested that for further study, more samples should be taken from a larger number of institutions.

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“…Additionally, Wangenheim and Bayon (2007) investigated the function of satisfaction. Customer satisfaction exhibits a positive effect on both the likelihood and the number of WOM referrals (Wangenheim & Bayon, 2007), that is, both of them increase as customer satisfaction increases.…”

Section: Intention-to-leave Reviewsmentioning

confidence: 99%

A Review for the Influential Factors in E-WOM Research

Yang¹,

Sarathy²,

Feng³

2015

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Although substantial literature is available on customer reviews or e-WOM (electronic word of mouth), the topic is still under development and offers potential opportunities for further research. Since the topic is still at the stage of development, a review of the literature on customer reviews with the objective of summarizing existing findings will initial further studies on the growth of e-WOM technologies. This paper reviews the literature on e-WOM using a suitable classification scheme to identify the gap between theory and practice. Aiming to provide useful insights into the anatomy of e-WOM literature and be a good source for anyone who is interested in e-WOM, nine categories of findings are ultimately presented based on dependent-independent-variable relationship, along with a comprehensive list of reference. The paper ends up with discussions on future directions for research.

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The chain from customer satisfaction via word-of-mouth referrals to new customer acquisition

Cited by 268 publications

References 61 publications

Consumer–brand identification revisited: An integrative framework of brand identification, customer satisfaction, and price image and their role for brand loyalty and word of mouth

Consumer–brand identification revisited: An integrative framework of brand identification, customer satisfaction, and price image and their role for brand loyalty and word of mouth

Service Quality, Satisfaction and Student Loyalty in Malaysian Private Education

A Review for the Influential Factors in E-WOM Research

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