Determinants of negative word-of-mouth communication using social networking sites
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 wor...
| Main Authors: | , , |
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| Format: | Article |
| Published: |
Elsevier
2016
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| Subjects: | |
| Online Access: | https://eprints.nottingham.ac.uk/51998/ |