Martensen, Anne; Grønholdt, Lars - In: International Journal of Quality and Service Sciences 8 (2016) 3, pp. 298-314
turn, behavioral attitude and intention. Design/methodology/approach A conceptual model is developed by extending the … asymmetric influence on emotions, behavioral attitude and intention, i.e. that consumers respond differently to positive and … negative WOM. The paper also finds that positive WOM has a larger impact than the social norm on behavioral attitude and …