The role of customer experience in the perceived value–word-of-mouth relationship
Abstract
Purpose The customer experience (CX), as revealed in the literature-based debate, has been variously viewed as either a driver or an outcome of customer-perceived value (CPV). However, the association of CPV, CX and word-of-mouth (WoM) behavior remains nebulous to date, thereby generating an important research gap. In response and to bridge this gap, this study aims to explore CX’s role in the CPV–WoM behavior relationship, the role of WoM...
Paper Details
Title
The role of customer experience in the perceived value–word-of-mouth relationship
Published Date
Jul 28, 2021
Volume
36
Issue
3
Pages
364 - 378
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