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2012 (Vol. 4, Issue: 24)
Article Information:

Service Experience Influence on Generating Positive Word-of-mouth

Kambiz Heidarzadeh Hanzaee and Somayeh Alinejad
Corresponding Author:  Kambiz Heidarzadeh Hanzaee 

Key words:  LISREL , paper type-research paper relationship benefits, relationship quality, service experience, word of mouth, ,
Vol. 4 , (24): 5609-5616
Submitted Accepted Published
March 12, 2012 August 28, 2012 December 15, 2012
Abstract:

Purpose the purpose of this study is to study the effects of relationship benefits on relationship quality and aspects of service quality and the subsequent influence on word-of-mouth behavior. Design/methodology/approach the paper reports results from statistical techniques of linear structural relations that utilizes data from 300 consumers across a range of services. Findings results indicate a significant positive path connecting confidence benefits and functional quality, the relationship between special treatment benefits and technical quality is supported. The positive relation of confidence benefits, special treatment benefits and social benefits on relationship quality are also supported. Furthermore, it is found that functional quality; technical quality and relationship quality is related to word-of-mouth. Originality/value the study investigates the role of relationship benefits in increasing perceptions of quality while also providing an analysis of the differential role of functional, technical and relationship quality in enhancing customers’ word-of-mouth intentions.
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  Cite this Reference:
Kambiz Heidarzadeh Hanzaee and Somayeh Alinejad, 2012. Service Experience Influence on Generating Positive Word-of-mouth.  Research Journal of Applied Sciences, Engineering and Technology, 4(24): 5609-5616.
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