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Original Articles

Exploring how relationship quality influences positive eWOM: the importance of customer commitment

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Pages 821-835 | Published online: 08 May 2012

Keep up to date with the latest research on this topic with citation updates for this article.

Read on this site (15)

Byung-Kwan Cho, Jeong-Yeol Park & Yong-Ki Lee. (2023) Do green practices and green image promote consumers’ participation in social network sites (SNS)?. Journal of Hospitality Marketing & Management 32:5, pages 631-648.
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Siriluck Rotchanakitumnuai & Mark Speece. (2023) How Relationship Quality Drives Knowledge Sharing on Facebook Brand Pages. Journal of International Consumer Marketing 35:3, pages 276-295.
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Joshua Fogel & Jennifer Shraybman-Buynova. (2023) Direct-to-consumer prescription medication advertisements on social media: The role of social factors. Health Marketing Quarterly 40:2, pages 190-205.
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Manu Jain, Saumya Dixit & Amit Shukla. (2023) Role of e-service quality, brand commitment and e-WOM trust on e-WOM intentions of millennials. The International Review of Retail, Distribution and Consumer Research 33:1, pages 23-43.
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Wanwisa Paisri, Chutima Ruanguttamanun & Narissara Sujchaphong. (2022) Customer experience and commitment on eWOM and revisit intention: A case of Taladtongchom Thailand. Cogent Business & Management 9:1.
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Zandivuta Kankhuni & Cecilia Ngwira. (2022) Overland tourists’ natural soundscape perceptions: influences on experience, satisfaction, and electronic word-of-mouth. Tourism Recreation Research 47:5-6, pages 591-607.
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Naehyun (Paul) Jin, Kwang-Ho Lee & Sang-Mook Lee. (2022) Customer loyalty in the kids café business: the role of relationship benefits. Journal of Foodservice Business Research 0:0, pages 1-21.
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Abdulalem Mohammed & Abdullah Al-Swidi. (2021) The mediating role of affective commitment between corporate social responsibility and eWOM in the hospitality industry. Journal of Sustainable Tourism 29:4, pages 570-594.
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Sojung Lee, Eunha Jeong & Kangli Qu. (2020) Exploring Theme Park Visitors’ Experience on Satisfaction and Revisit Intention: A Utilization of Experience Economy Model. Journal of Quality Assurance in Hospitality & Tourism 21:4, pages 474-497.
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Narges Delafrooz, Yalda Rahmati & Mehrzad Abdi. (2019) The influence of electronic word of mouth on Instagram users: An emphasis on consumer socialization framework. Cogent Business & Management 6:1.
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Youngtae Choi, Andrew Thoeni & Michael W. Kroff. (2018) Brand Actions on Social Media: Direct Effects on Electronic Word of Mouth (eWOM) and Moderating Effects of Brand Loyalty and Social Media Usage Intensity. Journal of Relationship Marketing 17:1, pages 52-70.
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Yi-Liang Su, Tom M.Y. Lin & Sue-Ting Chang. (2015) Exploring the impact factor of positive word-of-mouth influences satisfied customers. Total Quality Management & Business Excellence 26:3-4, pages 430-444.
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Trang T. M. Nguyen & Tho D. Nguyen. (2014) Enhancing Business Relationship Quality Through Cultural Sensitization. Journal of Relationship Marketing 13:1, pages 70-87.
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Wen De-cheng & Cheng Li-ying. (2013) An analysis of discerning customer behaviour: an exploratory study. Total Quality Management & Business Excellence 24:11-12, pages 1316-1331.
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Asif Ali Safeer & Thanh Tiep Le. (2023) Transforming customers into evangelists: influence of online brand experience on relationship quality and brand evangelism in the banking industry. Asia Pacific Journal of Marketing and Logistics 35:12, pages 2947-2964.
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Maha Hassan Ahmed Salah, Ahmed Hassan Abdou, Thowayeb H. Hassan, Maha Abdul-Moniem Mohammed El-Amin, Adam Basheer Adam Kegour, Hanem Mostafa Mohamed Alboray, Amal Salah Darder Mohamed, Howayda Said Ahmed Mohamed Ali & Elham Farouq Ali Mohammed. (2023) Power of eWOM and Its Antecedents in Driving Customers’ Intention to Revisit: An Empirical Investigation on Five-Star Eco-Friendly Hotels in Saudi Arabia. Sustainability 15:12, pages 9270.
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Shirie Pui Shan Ho & Amy Wong. (2022) The role of customer personality in premium banking services. Journal of Financial Services Marketing 28:2, pages 285-305.
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Rajesh Sharma. (2023) Consumer perceived corporate social responsibility and electronic word of mouth in social media: mediating role of consumer–company identification and moderating role of user-generated content. Journal of Financial Services Marketing.
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Augusto Bargoni, Tomas Kliestik, Fauzia Jabeen & Gabriele Santoro. (2023) Family firms’ characteristics and consumer behaviour: An enquiry into millennials’ purchase intention in the online channel. Journal of Business Research 156, pages 113462.
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Ferhat ŞEKER & Kamil UNUR. (2022) The experience economy analysis of distinct destinations. Journal of Multidisciplinary Academic Tourism 7:2, pages 31-43.
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Dokun Oluwajana, Ibrahim Adeshola & Gbolahan Olowu. (2021) Do the customer relationship benefits influence expectation of continuity? Adoption of social customer relationship management to promote eco‐friendly products. Journal of Public Affairs 22:S1.
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Shahid Hussain, Pi-Shen Seet, Maria Ryan, Mohammad Iranmanesh, Helen Cripps & Abdul Salam. (2022) Determinants of switching intention in the electricity markets - An integrated structural model approach. Journal of Retailing and Consumer Services 69, pages 103094.
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Uzman Saleem, Su yi, Muhammad Bilal, Dan Ioan Topor & Sorinel Căpuṣneanu. (2022) The impact of website quality on customer satisfaction and eWOM in online purchase intention: The moderating role of gender in risk-taking. Frontiers in Psychology 13.
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M. F. Mpwanya. (2019) An Empirical Examination of the Overall Customer Satisfaction with the Service Delivery of Mobile Network Operators in South Africa. Global Business Review 23:1, pages 20-36.
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Chih-Chin Liang & Yi-Mei Chang. (2021) Online Review Comments affecting Purchase Intention: A Pilot Study.. Online Review Comments affecting Purchase Intention: A Pilot Study..
Yuhuan Xu, Jianguo Du, Fakhar Shahzad & Xingwei Li. (2021) Untying the Influence of Green Brand Authenticity on Electronic Word-of-Mouth Intention: A Moderation–Mediation Model. Frontiers in Psychology 12.
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Nils Høgevold, Göran Svensson & Mornay Roberts-Lombard. (2020) Antecedents and postcedents of satisfaction in seller-business relationships: positive and negative alter egos. European Business Review 33:4, pages 537-565.
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Yu Xiang Xia & Seong Wook Chae. (2021) Sustainable Development of Online Group-Buying Websites: An Integrated Perspective of ECM and Relationship Marketing. Sustainability 13:4, pages 2366.
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Sheena Lovia Boateng. 2021. Research Anthology on E-Commerce Adoption, Models, and Applications for Modern Business. Research Anthology on E-Commerce Adoption, Models, and Applications for Modern Business 1221 1241 .
Leiyan Shen, Jianwei Qian & Sandy C. Chen. (2020) Effective Communication Strategies of Sustainable Hospitality: A Qualitative Exploration. Sustainability 12:17, pages 6920.
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Sann Ryu & JungKun Park. (2020) The effects of benefit-driven commitment on usage of social media for shopping and positive word-of-mouth. Journal of Retailing and Consumer Services 55, pages 102094.
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Sheena Lovia Boateng. 2020. Advanced MIS and Digital Transformation for Increased Creativity and Innovation in Business. Advanced MIS and Digital Transformation for Increased Creativity and Innovation in Business 50 76 .
Suhail Ahmad Bhat, Mushtaq Ahmad Darzi & Sami Ullah Bhat. 2019. Technological Innovations for Sustainability and Business Growth. Technological Innovations for Sustainability and Business Growth 147 185 .
Mornay Roberts-Lombard, Mercy Mpinganjira & Goran Svensson. (2019) The antecedents and postcedents of satisfaction in business-to-business relationships in South Africa. South African Journal of Business Management 50:1.
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Chih-Lun Alan Yen & Chun-Hung Hugo Tang. (2019) The effects of hotel attribute performance on electronic word-of-mouth (eWOM) behaviors. International Journal of Hospitality Management 76, pages 9-18.
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Chukwunonso Oraedu, Ernest Emeka Izogo, Johnson Ubaka Ozo, Ama Aka Udu & Aja Ebeke Egele. (2018) Empirical Study of Relationship Quality in a Service Setting of an Emerging Economy: The Nigerian Experience. Journal of Service Science Research 10:1, pages 117-143.
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Mei-Ju Lin & Wei-Tsong Wang. 2018. Mobile Commerce. Mobile Commerce 1230 1259 .
Dong-Hee Shin & Kyung-mi Chung. (2017) The effects of input modality and story-based knowledge on users' game experience. Computers in Human Behavior 68, pages 180-189.
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Fiona X. Yang. (2016) Effects of Restaurant Satisfaction and Knowledge Sharing Motivation on eWOM Intentions. Journal of Hospitality & Tourism Research 41:1, pages 93-127.
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Elvira Ismagilova, Yogesh K. Dwivedi, Emma Slade & Michael D. WilliamsElvira Ismagilova, Yogesh K. Dwivedi, Emma Slade & Michael D. Williams. 2017. Electronic Word of Mouth (eWOM) in the Marketing Context. Electronic Word of Mouth (eWOM) in the Marketing Context 31 48 .
Safdar Hussain, Wasim Ahmed, Rana Muhammad Sohail Jafar, Ambar Rabnawaz, Haseeb Akhtar & Yang Jianzhou. (2016) Electronic word of mouth communications and consumer's information adoption on the Internet. Electronic word of mouth communications and consumer's information adoption on the Internet.
Liping Yan & Xiucun Wang. (2016) How to promote e-customer engagement relationship outcomes: The role of perceived support from customer orientation. How to promote e-customer engagement relationship outcomes: The role of perceived support from customer orientation.
Tsu-Wei Yu & Lu-Ming Tseng. (2016) The role of salespeople in developing life insurance customer loyalty. International Journal of Retail & Distribution Management 44:1, pages 22-37.
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Mei-Ju Lin & Wei-Tsong Wang. (2015) Explaining Online Customer Repurchase Intentions from a Relationship-Marketing Perspective. Journal of Organizational and End User Computing 27:3, pages 1-26.
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Shu-Chuan Chu & Yongjun Sung. (2015) Using a consumer socialization framework to understand electronic word-of-mouth (eWOM) group membership among brand followers on Twitter. Electronic Commerce Research and Applications 14:4, pages 251-260.
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Wen-Chin Tsao, Ming-Tsang Hsieh, Li-Wen Shih & Tom M.Y. Lin. (2015) Compliance with eWOM: The influence of hotel reviews on booking intention from the perspective of consumer conformity. International Journal of Hospitality Management 46, pages 99-111.
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Hasti Purnasari & Henry Yuliando. (2015) How Relationship Quality on Customer Commitment Influences Positive e-WOM. Agriculture and Agricultural Science Procedia 3, pages 149-153.
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Li-Chun Hsu. (2014) Influence of Quality of Information System Success (ISS) on Customer Intention to Continue Use in B2B E-commerce: A Contingency Approach of System Anxiety. Research Journal of Business Management 8:4, pages 353-366.
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Tsu-Wei Yu & Mei-Su Chen. (2014) Developing life insurer-insurance intermediary relationships. Managing Service Quality 24:5, pages 455-468.
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