The impact of word-of-mouth communication on attribute evaluation

Lim, Boon Chong; Chung, Cindy M.Y.

doi:10.1016/j.jbusres.2009.09.014

Cited by 106 publications

(93 citation statements)

References 31 publications

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“…Fifth, the finding on the relationship between CDP and client's likelihood to recommend loan service provider is consistent with the general financial marketing literature (e.g., Coulter & Roggeveen, 2012;Lang, 2011;Lim & Chung, 2011;Sweeney, Soutar, & Mazzarol, 2012). In particular, this study has provided empirical evidence that CPD has negative influence on client recommendation of loan service provider.…”

Section: Discussionsupporting

confidence: 86%

“…In particular, this study has provided empirical evidence that CPD has negative influence on client recommendation of loan service provider. Therefore, loan customers are likely to speak evil of and discourage other clients and potential clients from acquiring loan facility from a financial service provider, confirming several studies (e.g., Coulter & Roggeveen, 2012;Lim & Chung, 2011;Sweeney, Soutar, & Mazzarol, 2012). Negative recommendation could be detrimental to the survival and sustainability of a financial firm offering loan services in that it reflect negative image of a service provider, which in turn can influence potential clients' decision to become customers.…”

Section: Discussionsupporting

confidence: 61%

“…From the consumer behaivour literature, it has been established that consumers or clients exhibit many positive and negative word of mouth communication (WOMC) in many service contexts (Coulter & Roggeveen, 2012;Lang, 2011;Lim & Chung, 2011;Sweeney, Soutar, & Mazzarol, 2012). Service recommendation by consumers has been one of the strongest marketing strategies in financial services.…”

Section: Perceived Deception and Likelihood To Recommendmentioning

confidence: 99%

“…Clients are likely to either speak bad or good, and discourage or endorse a financial service provider depending on whether they are displeased or pleased with the financial service experienced (Coulter & Roggeveen, 2012;Lim & Chung, 2011;Nimako & Mensah, 2013). Loan service provider's manipulative practices regarding loan acquisition and repayment process can have negative effect on the type of WOMC loan clients are likely to engage in about the loan provider (Coulter & Roggeveen, 2012;Lim & Chung, 2011;Sweeney, et al, 2012). Loan clients are likely to discourage family, friends and social referent groups from acquiring loans from a financial service provider if they perceive some deceptive practices on the part of service provider.…”

Section: Perceived Deception and Likelihood To Recommendmentioning

confidence: 99%

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Modelling the Antecedent and Consequence of Consumer Perceived Deception in Loan Services

Mbawuni¹,

Nimako²

2014

International Journal of Financial Research

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This paper assesses the antecedent and consequence of consumer perceived deception (CPD) on consumer trust, satisfaction, attitude recommendation and intentions to acquire future loans from financial service providers. The proposed research model was tested using data from a survey of 371 loan customers of leading financial service providers in Ghana. Data were analysed using SmartPLS 2.0 for Partial Least Squares Structural Equation Modelling. The results show high information quality could significantly reduce CPD. Moreover, results indicate that CPD has negative effects on trust, satisfaction and likelihood to recommend loan service providers. However, CPD did not influence respondents' general attitude towards loans and future intentions for loan acquisition. This paper uniquely contributes to theory by testing a framework of antecedent and consequence of CPD in order to extend scholar's understanding of CPD in loan financial service context. The findings provide important implications for managing CPD in loan service delivery, and sustaining customer future intentions in spite of CPD in loan service. While this study is limited in terms of generalizability of the findings in developing countries, it provides avenues for further research to test the applicability of the proposed research model in financial markets in other research settings.

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Section: Discussionsupporting

confidence: 86%

Section: Discussionsupporting

confidence: 61%

Section: Perceived Deception and Likelihood To Recommendmentioning

confidence: 99%

Section: Perceived Deception and Likelihood To Recommendmentioning

confidence: 99%

See 2 more Smart Citations

Modelling the Antecedent and Consequence of Consumer Perceived Deception in Loan Services

Mbawuni¹,

Nimako²

2014

International Journal of Financial Research

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“…Consumers have been found to rely on WOM to reduce the level of perceived risk and the uncertainty that are often associated with service purchase decisions (Sweeney, et al, 2012) as it is in the case of purchasing many financial products such as investment and loans. Clients are also likely to either speak evil or good, and discourage or endorse a financial service provider depending on many factors including how they are served and treated by financial service providers (Coulter & Roggeveen, 2012;Lim & Chung, 2011;Nimako & Mensah, 2013).…”

mentioning

confidence: 99%

Getting Loan Clients to Recommend Financial Service Providers: The Role of Satisfaction, Trust and Information Quality

Mbawuni

Nimako²

2014

AFR

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This paper examines the role of satisfaction, trust and information quality as determinants of loan clients' recommendation of financial service providers in a developing country. Drawing on existing literature, a conceptual model was developed and validated with data from loan clients in Ghana. The study involved a cross-sectional survey of 371 loan customers of leading financial service providers in Ghana. The results show that satisfaction, trust and loan information quality are significant factors influencing clients' recommendation of loan products. Moreover, satisfaction and information quality also contributed significantly to influencing clients' trust for financial service providers. The findings provide important implications for inducing loan clients' recommendation of financial services to others. While this study is limited in terms of generalizability of the findings in developing countries, it provides avenues for further research for modelling the determinants of loan acquisition intentions of clients in financial markets in other research settings.

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Evaluation context's role in driving positive word‐of‐mouth intentions

Wien

Olsen

2012

J of Consumer Behaviour

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Relevant literature recognizes that transaction‐specific and cumulative evaluations are different, but few empirical studies test how these differences might affect the link between product evaluations and word of mouth (WOM). This study addresses this issue by assessing the simultaneous effects of perceived quality and satisfaction on the resulting positive WOM intentions for both types of evaluations. Results reveal that different factors drive positive WOM intentions depending on the context of the study. When the consumers' evaluations are related to a specific transaction, perceived quality is the dominating predictor of positive WOM intentions. When the evaluations are cumulative, satisfaction is the dominating predictor of positive WOM intentions. Copyright © 2012 John Wiley & Sons, Ltd.

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The impact of word-of-mouth communication on attribute evaluation

Cited by 106 publications

References 31 publications

Modelling the Antecedent and Consequence of Consumer Perceived Deception in Loan Services

Modelling the Antecedent and Consequence of Consumer Perceived Deception in Loan Services

Getting Loan Clients to Recommend Financial Service Providers: The Role of Satisfaction, Trust and Information Quality

Evaluation context's role in driving positive word‐of‐mouth intentions

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