I should have known better!: When firm-caused failure leads to self-image concerns and reduces negative word-of-mouth
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DOI: 10.1016/j.jbusres.2020.05.018
Abstract: Abstract Existing work suggests that consumers are most likely to share negative word-of-mouth (WOM) about a dissatisfying experience when they blame the firm. The current work, however, shows that consumers are sometimes reticent to share… read more here.
Keywords: firm caused; word mouth; negative word; firm ... See more keywords