Thinking about service encounters boosts talking about them: An examination of antecedents to word-of-mouth in a service encounter context

Magnus Söderlund, Jan Mattsson

Publikation: Bidrag til tidsskriftTidsskriftartikelForskningpeer review


This paper aims to examine the impact of thinking about an event as an antecedent to subsequent talk about this event with others (i.e. word-of-mouth). Thinking has been a neglected variable in word-of-mouth research, despite the fact that several conceptual arguments indicate that thinking is likely to enhance talking. Here, the thinking–talking association is examined in the context of service encounters.
TidsskriftJournal of Consumer Marketing
Udgave nummer4
Sider (fra-til)506-515
Antal sider10
StatusUdgivet - 25 mar. 2019

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