Customer satisfaction and word of mouth

Eugene W. Anderson

Research output: Contribution to journalArticle

876 Citations (Scopus)

Abstract

Do dissatisfied customers engage in more or less word of mouth than satisfied customers? There is theoretical and empirical support for both possibilities. To better understand this issue, the authors developed a utility-based model of the relationship between customer satisfaction and word of mouth. The hypothesized functional form-an asymmetric U-shape-cannot be rejected based on data from the United States and Sweden. In addition, the estimation results based on the two samples are similar, suggesting that the proposed relationship is generalizable. The findings also indicate that although dissatisfied customers do engage in greater word of mouth than satisfied ones, common suppositions concerning the size of this difference appear to be exaggerated.

Original languageEnglish (US)
Pages (from-to)5-17
Number of pages13
JournalJournal of Service Research
Volume1
Issue number1
DOIs
StatePublished - 1998
Externally publishedYes

Fingerprint

Customer satisfaction
customer
Sweden
Word-of-mouth

ASJC Scopus subject areas

  • Organizational Behavior and Human Resource Management
  • Information Systems
  • Sociology and Political Science

Cite this

Customer satisfaction and word of mouth. / Anderson, Eugene W.

In: Journal of Service Research, Vol. 1, No. 1, 1998, p. 5-17.

Research output: Contribution to journalArticle

Anderson, Eugene W. / Customer satisfaction and word of mouth. In: Journal of Service Research. 1998 ; Vol. 1, No. 1. pp. 5-17.
@article{f13cd48f848d47c5b62b5b5b20605115,
title = "Customer satisfaction and word of mouth",
abstract = "Do dissatisfied customers engage in more or less word of mouth than satisfied customers? There is theoretical and empirical support for both possibilities. To better understand this issue, the authors developed a utility-based model of the relationship between customer satisfaction and word of mouth. The hypothesized functional form-an asymmetric U-shape-cannot be rejected based on data from the United States and Sweden. In addition, the estimation results based on the two samples are similar, suggesting that the proposed relationship is generalizable. The findings also indicate that although dissatisfied customers do engage in greater word of mouth than satisfied ones, common suppositions concerning the size of this difference appear to be exaggerated.",
author = "Anderson, {Eugene W.}",
year = "1998",
doi = "10.1177/109467059800100102",
language = "English (US)",
volume = "1",
pages = "5--17",
journal = "Journal of Service Research",
issn = "1094-6705",
publisher = "SAGE Publications Inc.",
number = "1",

}

TY - JOUR

T1 - Customer satisfaction and word of mouth

AU - Anderson, Eugene W.

PY - 1998

Y1 - 1998

N2 - Do dissatisfied customers engage in more or less word of mouth than satisfied customers? There is theoretical and empirical support for both possibilities. To better understand this issue, the authors developed a utility-based model of the relationship between customer satisfaction and word of mouth. The hypothesized functional form-an asymmetric U-shape-cannot be rejected based on data from the United States and Sweden. In addition, the estimation results based on the two samples are similar, suggesting that the proposed relationship is generalizable. The findings also indicate that although dissatisfied customers do engage in greater word of mouth than satisfied ones, common suppositions concerning the size of this difference appear to be exaggerated.

AB - Do dissatisfied customers engage in more or less word of mouth than satisfied customers? There is theoretical and empirical support for both possibilities. To better understand this issue, the authors developed a utility-based model of the relationship between customer satisfaction and word of mouth. The hypothesized functional form-an asymmetric U-shape-cannot be rejected based on data from the United States and Sweden. In addition, the estimation results based on the two samples are similar, suggesting that the proposed relationship is generalizable. The findings also indicate that although dissatisfied customers do engage in greater word of mouth than satisfied ones, common suppositions concerning the size of this difference appear to be exaggerated.

UR - http://www.scopus.com/inward/record.url?scp=33947578062&partnerID=8YFLogxK

UR - http://www.scopus.com/inward/citedby.url?scp=33947578062&partnerID=8YFLogxK

U2 - 10.1177/109467059800100102

DO - 10.1177/109467059800100102

M3 - Article

AN - SCOPUS:33947578062

VL - 1

SP - 5

EP - 17

JO - Journal of Service Research

JF - Journal of Service Research

SN - 1094-6705

IS - 1

ER -