Determinants of negative word-of-mouth communication using social networking sites

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...

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Bibliographic Details
Main Authors: Balaji, M.S., Khong, Kok Wei, Chong, Alain Yee Loong
Format: Article
Published: Elsevier 2016
Subjects:
Word-of-mouth; Negative word-of-mouth; Social networking sites; Online shopping; Service failure; Social media
Online Access:https://eprints.nottingham.ac.uk/51998/

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