Negative Word-of-Mouth by DissatisfiedConsumers:A PilotStudy
RichinsNegative word-of-mouth by dissatisfied consumers: A Pilot Study[1983]
Moving Forward in Science Quality Research; Measuring Difference Levels of Customer Expectations, Comparing Alternative Scale, and Examining the Performance-Behavior Intention Link
Berry
Parasuraman
ZeithamlMoving Forward in Science Quality Research; Measuring Difference Levels of Customer Expectations[1994]
Illusion and well-being: A social psychology perspective on mental health
Brown J.D
TaylorIllusion and well-being: A Social psychology perspective on mental health[1988]
How positive do they talk?: An investigation on how self-promotion motive induces consumers to give positive word-of-mouth. A thesis submitted in partial fulfillment of the requirements for the degree of doctor of philosophy
Automobile buyer satisfaction with thesalesperson related to equity and disconfirmation: In consumer satisfaction,dissatisfaction and complaining behavior
Oliver
SwanAutomobile buyer satisfaction with the salesperson related to equity and disconfirmation: In consumer satisfaction[1982]