How service quality and outcome confidence drive pre-outcome word-of-mouth

• Published in: Journal of retailing and consumer services Vol. 44; pp. 214 - 221
• Main Authors: Ifie, Kemefasu, Simintiras, Antonis C., Dwivedi, Yogesh, Mavridou, Vasileia
• Format: Journal Article
• Language: English
• Published: Elsevier Ltd 01.09.2018
• Subjects: Outcome confidence; Recommendations; Service outcome; Service quality; Word-of-mouth; Outcome confidence; Recommendations; Service outcome; Word-of-mouth; Service quality

Existing research on word-of-mouth (WOM) referrals has rarely considered what drives consumers to engage in pre-outcome WOM (i.e., referrals before they have experienced the final service outcome). This study argues that WOM behavior that predates the service outcome is driven by the interplay betwe...