In this article, using data from a survey of 218 consumers across two samples, we propose a
measurement scale for word of mouth (e‐WOM scale) in the context of electronic service. A …

The review of the literature reveals various relationships between the constructs of social
identity, customer trust, and customer loyalty. Such results lead to questioning the nature of …

This paper examines the effects of security/privacy and social presence of retailers on
consumer's e-trust in two different contexts: pure click and click and brick retailers. It explores …

This paper aims to shed light on the theoretical understanding of relationship marketing
concept and its main components that have a direct or indirect impact on any relational …

This paper presents a theoretical review of Word-of-mouth communication by describing its
concept history, definitions, its importance in services, the three streams of literature review …

Purpose The purpose of this paper is to analyse the impact of employee job satisfaction and
affective commitment as perceived by customers on customer perceived value, more …

Word of mouth (WOM) is important for online store survival and success. By focusing on
Chinese online stores, this study investigates the effect of customer satisfaction and trust …

The turbulent environment in which financial institutions evolve motivates strategic thinking
aimed at competitive advantage. Drawing from the literature on relationship marketing, one …

Word of mouth (WOM) is the oldest, yet still a very common form of marketing. Over the
years, it has undergone under significant transformation as a result of the changing business …

This study aims to examine how electronic word of mouth (e-WOM) with corporate social
responsibility (CSR) messages enhance customer trust, online purchase intention and e …