Determinants of negative word-of-mouth communication using social networking sites
Abstract
At present, as customers often turn to social media platforms to share their service experience, this study aims to examine the determinants of their negative word-of-mouth communication using social networking sites following a service failure. Although many studies have examined the electronic word-of-mouth communication, studies on negative word-of-mouth communication using social media platforms remain sparse. Building on the cognitive...
Paper Details
Title
Determinants of negative word-of-mouth communication using social networking sites
Published Date
Jun 1, 2016
Journal
Volume
53
Issue
4
Pages
528 - 540
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