How to cite this paper
Khuong, M., Nhi, N & Linh, L. (2021). Antecedents of Word-of-mouth towards professional B2B service.Management Science Letters , 11(4), 1253-1266.
Refrences
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Bendixen, M., Bukasa, K. A., & Abratt, R. (2004). Brand equity in the business-to-business market. Industrial Marketing Management, 33(5), 371–380.
Berger, J. (2014). Word of mouth and interpersonal communication: A review and directions for future research. Journal of Consumer Psychology, 24(4), 586–607.
Boress, A. S., & Cummings, M. G. (2002). Mastering the Art of Marketing Professional Services: A Step-by-step Best Practices Guide. American Institute of Certified Public Accountants, Incorporated.
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Brown, T. A. (2015). Confirmatory factor analysis for applied research. Guilford Publications.
Bruhn, M., Schnebelen, S., & Schäfer, D. (2014). Antecedents and consequences of the quality of e-customer-to-customer interactions in B2B brand communities. Industrial Marketing Management, 43(1), 164–176.
Chakrabarty, S., Whitten, D., & Green, K. (2008). Understanding service quality and relationship quality in IS outsourcing: Client orientation & promotion, project management effectiveness, and the task-technology-structure fit. Journal of Computer Information Systems, 48(2), 1–15.
Chaniotakis, I. E., & Lymperopoulos, C. (2009). Service quality effect on satisfaction and word of mouth in the health care industry. Managing Service Quality: An International Journal, 19(2), 229–242.
Chawla, S., & Sharma, P. (2017). An assessment of service quality among general insurance policyholders in Punjab: An empirical study. IUP Journal of Management Research, 16(1), 47.
Chinomona, R., Masinge, G., & Sandada, M. (2014). The influence of e-service quality on customer perceived value, customer satisfaction and loyalty in south africa. Mediterranean Journal of Social Sciences, 5(9), 331.
Chompis, E., Bons, R. W. H., van den Hooff, B., Feldberg, F., & Horn, H. (2014). Satisfaction with virtual communities in B2B financial services: Social dynamics, content and technology. Electronic Markets, 24(3), 165–177.
Clemes, M., Shu, X., & Gan, C. (2014). Mobile communications: A comprehensive hierarchical modelling approach. Asia Pacific Journal of Marketing and Logistics, 26(1), 114–146.
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Cummins, J. D., & Doherty, N. A. (2006). The economics of insurance intermediaries. Journal of Risk and Insurance, 73(3), 359–396.
Darr, A. (2008). The Rise of the Techno‐Service Sector: The Growing Inter‐Dependency of Social and Technical Skills in the Work of ERP Implementers. 2008(1), 8–30.
David, M. (2015). A review of theoretical concepts and empirical literature of non-life insurance pricing. Procedia Economics and Finance, 20, 157–162.
Davis, A., & Khazanchi, D. (2008). An Empirical Study of Online Word of Mouth as a Predictor for Multi-product Category e-Commerce Sales. Electronic Markets, 18(2), 130–141.
De Vaus, D. (2002). Analyzing social science data: 50 key problems in data analysis. Sage Publications.
Donio’, J., Massari, P., & Passiante, G. (2006). Customer satisfaction and loyalty in a digital environment: An empirical test. Journal of Consumer Marketing, 23(7), 445–457.
Ekeledo, I., & Sivakumar, K. (2004). International market entry mode strategies of manufacturing firms and service firms: A resource‐based perspective. International Marketing Review, 21(1), 68–101.
Fombrun, C. J., Van Riel, C. B., & Van Riel, C. (2004). Fame & fortune: How successful companies build winning reputations. FT Press.
Fong, J., & Burton, S. (2008). A cross-cultural comparison of electronic word-of-mouth and country-of-origin effects. Journal of Business Research, 61(3), 233–242.
Galetzka, M., Verhoeven, J. W., & Pruyn, A. T. H. (2006). Service validity and service reliability of search, experience and credence services: A scenario study. International Journal of Service Industry Management, 17(3), 271–283.
Gilbert, G. R. (2000). Measuring internal customer satisfaction. Managing Service Quality: An International Journal, 10(3), 178–186.
Greenwood, R., Li, S. X., Prakash, R., & Deephouse, D. L. (2005). Reputation, diversification, and organizational explanations of performance in professional service firms. Organization Science, 16(6), 661–673.
Guillén, M., Jarner, S. F., Nielsen, J. P., & Pérez-Marín, A. M. (2014). Risk-adjusted impact of administrative costs on the distribution of terminal wealth for long-term investment. The Scientific World Journal, 2014.
Gunawardane, G. (2011). Reliability of the internal service encounter. International Journal of Quality & Reliability Management, 28(9), 1003–1018.
Habibi, F., Hamilton, C. A., Valos, M. J., & Callaghan, M. (2015). E-marketing orientation and social media implementation in B2B marketing. European Business Review, 27(6), 638–655.
Haenlein, M., & Libai, B. (2017). Seeding, Referral, and Recommendation: Creating Profitable Word-of-Mouth Programs. California Management Review, 59(2), 68–91.
Harrison-Walker, L. J. (2001). The measurement of word-of-mouth communication and an investigation of service quality and customer commitment as potential antecedents. Journal of Service Research, 4(1), 60–75.
Hawkins, D. I., & Mothersbaugh, D. L. (2010). Consumer behavior: Building marketing strategy (11th ed). McGraw-Hill Irwin.
Hébert, A., & Hauf, P. (2015). Student learning through service learning: Effects on academic development, civic responsibility, interpersonal skills and practical skills. Active Learning in Higher Education, 16(1), 37–49.
Hennig-Thurau, T. (2004). Customer orientation of service employees: Its impact on customer satisfaction, commitment, and retention. International Journal of Service Industry Management, 15(5), 460–478.
Høst, V., & Knie-Andersen, M. (2004). Modeling customer satisfaction in mortgage credit companies. International Journal of Bank Marketing, 22(1), 26–42.
Hsu, K.-T. (2012). The advertising effects of corporate social responsibility on corporate reputation and brand equity: Evidence from the life insurance industry in Taiwan. Journal of Business Ethics, 109(2), 189–201.
Huotari, L., Ulkuniemi, P., Saraniemi, S., & Mäläskä, M. (2015). Analysis of content creation in social media by B2B companies. Journal of Business & Industrial Marketing, 30(6), 761–770.
Hutchinson, J., Lai, F., & Wang, Y. (2009). Understanding the relationships of quality, value, equity, satisfaction, and behavioral intentions among golf travelers. Tourism Management, 30(2), 298–308.
Hutton, J. G. (1997). A study of brand equity in an organizational-buying context. Journal of Product & Brand Management, 6(6), 428–439.
Jalilvand, M. R., Salimipour, S., Elyasi, M., & Mohammadi, M. (2017). Factors influencing word of mouth behaviour in the restaurant industry. Marketing Intelligence & Planning, 35(1), 81–110.
Kang, G., Jame, J., & Alexandris, K. (2002). Measurement of internal service quality: Application of the SERVQUAL battery to internal service quality. Managing Service Quality: An International Journal, 12(5), 278–291.
Khajeheian, D. (2016). Audience Commodification: A Source of Innovation in Business Models. Technology Innovation Management Review, 6(8), 8.
Kim, H. (2014). The role of WOM and dynamic capability in B2B transactions. Journal of Research in Interactive Marketing, 8(2), 84–101. https://doi.org/10.1108/JRIM-12-2013-0082
Klein, C., DeRouin, R. E., & Salas, E. (2008). Uncovering workplace interpersonal skills: A review, framework, and research agenda. In G. P. Hodgkinson & J. K. Ford (Eds.), International Review of Industrial and Organizational Psychology 2006 (pp. 79–126). John Wiley & Sons, Ltd.
Kumar, A., & Grisaffe, D. B. (2004). Effects of extrinsic attributes on perceived quality, customer value, and behavioral intentions in B2B settings: A comparison across goods and service industries. Journal of Business-to-Business Marketing, 11(4), 43–74.
Lai, F., Hutchinson, J., Li, D., & Bai, C. (2007). An empirical assessment and application of SERVQUAL in mainland China’s mobile communications industry. International Journal of Quality & Reliability Management, 24(3), 244–262.
Lang, B., & Lawson, R. (2013). Dissecting Word-of-Mouth’s Effectiveness and How to Use It as a Proconsumer Tool. Journal of Nonprofit & Public Sector Marketing, 25(4), 374–399.
Lee, C.-C., Cheng, H. K., & Cheng, H.-H. (2007). An empirical study of mobile commerce in insurance industry: Task–technology fit and individual differences. Decision Support Systems, 43(1), 95–110.
Mokhtaran, M., Fakharyan, M., Jalilvand, M. R., & Mohebi, M. (2015). The Effect of Service Climate on Perceived Service Value and Behavioral Intentions: The Mediating Role of Service Quality. Asia Pacific Journal of Tourism Research, 20(4), 472–486.
Nasr, N., Eshghi, A., & Ganguli, S. (2012). Service Quality in Hybrid Services: A Consumer Value Chain Framework. Journal of Services Research, 12(1), 115–130.
Nyadzayo, M. W., & Khajehzadeh, S. (2016). The antecedents of customer loyalty: A moderated mediation model of customer relationship management quality and brand image. Journal of Retailing and Consumer Services, 30, 262–270.
Pallant, J. (2005). SPSS survival manual: A step by step guide to using SPSS for windows (version 12). New South Wales, Australia: Allen & Unwin.
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Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005). E-S-QUAL: A Multiple-Item Scale for Assessing Electronic Service Quality. Journal of Service Research, 7(3), 213–233.
Parasuraman, A, Zeithaml, V., & Berry, L. (2002). SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality. Retailing: Critical Concepts, 64(1), 140.
Parasuraman, Arun, Berry, L. L., & Zeithaml, V. A. (1991). Refinement and reassessment of the SERVQUAL scale. Journal of Retailing, 67(4), 420.
Preacher, K. J., & Hayes, A. F. (2008). Asymptotic and resampling strategies for assessing and comparing indirect effects in multiple mediator models. Behavior Research Methods, 40(3), 879–891.
Ohlsson, E., & Johansson, B. (2010). Non-life insurance pricing with generalized linear models (Vol. 21). Springer.
Rentz, J. O., Shepherd, C. D., Tashchian, A., Dabholkar, P. A., & Ladd, R. T. (2002). A measure of selling skill: Scale development and validation. Journal of Personal Selling & Sales Management, 22(1), 13–21.
Roth, P., Bobko, P., McFarland, L., & Buster, M. (2008). Work sample tests in personnel selection: A meta‐analysis of black–white differences in overall and exercise scores. Personnel Psychology, 61(3), 637–661.
Sánchez, J., Callarisa, L., Rodríguez, R. M., & Moliner, M. A. (2006). Perceived value of the purchase of a tourism product. Tourism Management, 27(3), 394–409.
Santos, J. (2003). E‐service quality: A model of virtual service quality dimensions. Managing Service Quality: An International Journal, 13(3), 233–246.
Seth, N., Deshmukh, S. G., & Vrat, P. (2005). Service quality models: A review. International Journal of Quality & Reliability Management, 22(9), 913–949.
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Sharma, A., & Mehta, V. (2004). Service quality perceptions in financial services-a case study of banking services. Journal of Services Research, 4(2), 205.
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Al-Hawari, M., Hartley, N., & Ward, T. (2005). Measuring Banks’ Automated Service Quality: A Confirmatory Factor Analysis Approach. Marketing Bulletin, 16.
Barnett, M. L., Jermier, J. M., & Lafferty, B. A. (2006). Corporate reputation: The definitional landscape. Corporate Reputation Review, 9(1), 26–38.
Bendixen, M., Bukasa, K. A., & Abratt, R. (2004). Brand equity in the business-to-business market. Industrial Marketing Management, 33(5), 371–380.
Berger, J. (2014). Word of mouth and interpersonal communication: A review and directions for future research. Journal of Consumer Psychology, 24(4), 586–607.
Boress, A. S., & Cummings, M. G. (2002). Mastering the Art of Marketing Professional Services: A Step-by-step Best Practices Guide. American Institute of Certified Public Accountants, Incorporated.
Brady, M. K., & Cronin, J. J. (2001). Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach. Journal of Marketing, 65(3), 34–49.
Brown, T. A. (2015). Confirmatory factor analysis for applied research. Guilford Publications.
Bruhn, M., Schnebelen, S., & Schäfer, D. (2014). Antecedents and consequences of the quality of e-customer-to-customer interactions in B2B brand communities. Industrial Marketing Management, 43(1), 164–176.
Chakrabarty, S., Whitten, D., & Green, K. (2008). Understanding service quality and relationship quality in IS outsourcing: Client orientation & promotion, project management effectiveness, and the task-technology-structure fit. Journal of Computer Information Systems, 48(2), 1–15.
Chaniotakis, I. E., & Lymperopoulos, C. (2009). Service quality effect on satisfaction and word of mouth in the health care industry. Managing Service Quality: An International Journal, 19(2), 229–242.
Chawla, S., & Sharma, P. (2017). An assessment of service quality among general insurance policyholders in Punjab: An empirical study. IUP Journal of Management Research, 16(1), 47.
Chinomona, R., Masinge, G., & Sandada, M. (2014). The influence of e-service quality on customer perceived value, customer satisfaction and loyalty in south africa. Mediterranean Journal of Social Sciences, 5(9), 331.
Chompis, E., Bons, R. W. H., van den Hooff, B., Feldberg, F., & Horn, H. (2014). Satisfaction with virtual communities in B2B financial services: Social dynamics, content and technology. Electronic Markets, 24(3), 165–177.
Clemes, M., Shu, X., & Gan, C. (2014). Mobile communications: A comprehensive hierarchical modelling approach. Asia Pacific Journal of Marketing and Logistics, 26(1), 114–146.
Cronin, J. J., Brady, M. K., & Hult, G. T. M. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of Retailing, 76(2), 193–218.
Cummins, D., & Santomero, A. (2012). Changes in the life insurance industry: Efficiency, technology and risk management (Vol. 11). Springer Science & Business Media.
Cummins, J. D., & Doherty, N. A. (2006). The economics of insurance intermediaries. Journal of Risk and Insurance, 73(3), 359–396.
Darr, A. (2008). The Rise of the Techno‐Service Sector: The Growing Inter‐Dependency of Social and Technical Skills in the Work of ERP Implementers. 2008(1), 8–30.
David, M. (2015). A review of theoretical concepts and empirical literature of non-life insurance pricing. Procedia Economics and Finance, 20, 157–162.
Davis, A., & Khazanchi, D. (2008). An Empirical Study of Online Word of Mouth as a Predictor for Multi-product Category e-Commerce Sales. Electronic Markets, 18(2), 130–141.
De Vaus, D. (2002). Analyzing social science data: 50 key problems in data analysis. Sage Publications.
Donio’, J., Massari, P., & Passiante, G. (2006). Customer satisfaction and loyalty in a digital environment: An empirical test. Journal of Consumer Marketing, 23(7), 445–457.
Ekeledo, I., & Sivakumar, K. (2004). International market entry mode strategies of manufacturing firms and service firms: A resource‐based perspective. International Marketing Review, 21(1), 68–101.
Fombrun, C. J., Van Riel, C. B., & Van Riel, C. (2004). Fame & fortune: How successful companies build winning reputations. FT Press.
Fong, J., & Burton, S. (2008). A cross-cultural comparison of electronic word-of-mouth and country-of-origin effects. Journal of Business Research, 61(3), 233–242.
Galetzka, M., Verhoeven, J. W., & Pruyn, A. T. H. (2006). Service validity and service reliability of search, experience and credence services: A scenario study. International Journal of Service Industry Management, 17(3), 271–283.
Gilbert, G. R. (2000). Measuring internal customer satisfaction. Managing Service Quality: An International Journal, 10(3), 178–186.
Greenwood, R., Li, S. X., Prakash, R., & Deephouse, D. L. (2005). Reputation, diversification, and organizational explanations of performance in professional service firms. Organization Science, 16(6), 661–673.
Guillén, M., Jarner, S. F., Nielsen, J. P., & Pérez-Marín, A. M. (2014). Risk-adjusted impact of administrative costs on the distribution of terminal wealth for long-term investment. The Scientific World Journal, 2014.
Gunawardane, G. (2011). Reliability of the internal service encounter. International Journal of Quality & Reliability Management, 28(9), 1003–1018.
Habibi, F., Hamilton, C. A., Valos, M. J., & Callaghan, M. (2015). E-marketing orientation and social media implementation in B2B marketing. European Business Review, 27(6), 638–655.
Haenlein, M., & Libai, B. (2017). Seeding, Referral, and Recommendation: Creating Profitable Word-of-Mouth Programs. California Management Review, 59(2), 68–91.
Harrison-Walker, L. J. (2001). The measurement of word-of-mouth communication and an investigation of service quality and customer commitment as potential antecedents. Journal of Service Research, 4(1), 60–75.
Hawkins, D. I., & Mothersbaugh, D. L. (2010). Consumer behavior: Building marketing strategy (11th ed). McGraw-Hill Irwin.
Hébert, A., & Hauf, P. (2015). Student learning through service learning: Effects on academic development, civic responsibility, interpersonal skills and practical skills. Active Learning in Higher Education, 16(1), 37–49.
Hennig-Thurau, T. (2004). Customer orientation of service employees: Its impact on customer satisfaction, commitment, and retention. International Journal of Service Industry Management, 15(5), 460–478.
Høst, V., & Knie-Andersen, M. (2004). Modeling customer satisfaction in mortgage credit companies. International Journal of Bank Marketing, 22(1), 26–42.
Hsu, K.-T. (2012). The advertising effects of corporate social responsibility on corporate reputation and brand equity: Evidence from the life insurance industry in Taiwan. Journal of Business Ethics, 109(2), 189–201.
Huotari, L., Ulkuniemi, P., Saraniemi, S., & Mäläskä, M. (2015). Analysis of content creation in social media by B2B companies. Journal of Business & Industrial Marketing, 30(6), 761–770.
Hutchinson, J., Lai, F., & Wang, Y. (2009). Understanding the relationships of quality, value, equity, satisfaction, and behavioral intentions among golf travelers. Tourism Management, 30(2), 298–308.
Hutton, J. G. (1997). A study of brand equity in an organizational-buying context. Journal of Product & Brand Management, 6(6), 428–439.
Jalilvand, M. R., Salimipour, S., Elyasi, M., & Mohammadi, M. (2017). Factors influencing word of mouth behaviour in the restaurant industry. Marketing Intelligence & Planning, 35(1), 81–110.
Kang, G., Jame, J., & Alexandris, K. (2002). Measurement of internal service quality: Application of the SERVQUAL battery to internal service quality. Managing Service Quality: An International Journal, 12(5), 278–291.
Khajeheian, D. (2016). Audience Commodification: A Source of Innovation in Business Models. Technology Innovation Management Review, 6(8), 8.
Kim, H. (2014). The role of WOM and dynamic capability in B2B transactions. Journal of Research in Interactive Marketing, 8(2), 84–101. https://doi.org/10.1108/JRIM-12-2013-0082
Klein, C., DeRouin, R. E., & Salas, E. (2008). Uncovering workplace interpersonal skills: A review, framework, and research agenda. In G. P. Hodgkinson & J. K. Ford (Eds.), International Review of Industrial and Organizational Psychology 2006 (pp. 79–126). John Wiley & Sons, Ltd.
Kumar, A., & Grisaffe, D. B. (2004). Effects of extrinsic attributes on perceived quality, customer value, and behavioral intentions in B2B settings: A comparison across goods and service industries. Journal of Business-to-Business Marketing, 11(4), 43–74.
Lai, F., Hutchinson, J., Li, D., & Bai, C. (2007). An empirical assessment and application of SERVQUAL in mainland China’s mobile communications industry. International Journal of Quality & Reliability Management, 24(3), 244–262.
Lang, B., & Lawson, R. (2013). Dissecting Word-of-Mouth’s Effectiveness and How to Use It as a Proconsumer Tool. Journal of Nonprofit & Public Sector Marketing, 25(4), 374–399.
Lee, C.-C., Cheng, H. K., & Cheng, H.-H. (2007). An empirical study of mobile commerce in insurance industry: Task–technology fit and individual differences. Decision Support Systems, 43(1), 95–110.
Mokhtaran, M., Fakharyan, M., Jalilvand, M. R., & Mohebi, M. (2015). The Effect of Service Climate on Perceived Service Value and Behavioral Intentions: The Mediating Role of Service Quality. Asia Pacific Journal of Tourism Research, 20(4), 472–486.
Nasr, N., Eshghi, A., & Ganguli, S. (2012). Service Quality in Hybrid Services: A Consumer Value Chain Framework. Journal of Services Research, 12(1), 115–130.
Nyadzayo, M. W., & Khajehzadeh, S. (2016). The antecedents of customer loyalty: A moderated mediation model of customer relationship management quality and brand image. Journal of Retailing and Consumer Services, 30, 262–270.
Pallant, J. (2005). SPSS survival manual: A step by step guide to using SPSS for windows (version 12). New South Wales, Australia: Allen & Unwin.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing, 49(4), 41–50.
Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005). E-S-QUAL: A Multiple-Item Scale for Assessing Electronic Service Quality. Journal of Service Research, 7(3), 213–233.
Parasuraman, A, Zeithaml, V., & Berry, L. (2002). SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality. Retailing: Critical Concepts, 64(1), 140.
Parasuraman, Arun, Berry, L. L., & Zeithaml, V. A. (1991). Refinement and reassessment of the SERVQUAL scale. Journal of Retailing, 67(4), 420.
Preacher, K. J., & Hayes, A. F. (2008). Asymptotic and resampling strategies for assessing and comparing indirect effects in multiple mediator models. Behavior Research Methods, 40(3), 879–891.
Ohlsson, E., & Johansson, B. (2010). Non-life insurance pricing with generalized linear models (Vol. 21). Springer.
Rentz, J. O., Shepherd, C. D., Tashchian, A., Dabholkar, P. A., & Ladd, R. T. (2002). A measure of selling skill: Scale development and validation. Journal of Personal Selling & Sales Management, 22(1), 13–21.
Roth, P., Bobko, P., McFarland, L., & Buster, M. (2008). Work sample tests in personnel selection: A meta‐analysis of black–white differences in overall and exercise scores. Personnel Psychology, 61(3), 637–661.
Sánchez, J., Callarisa, L., Rodríguez, R. M., & Moliner, M. A. (2006). Perceived value of the purchase of a tourism product. Tourism Management, 27(3), 394–409.
Santos, J. (2003). E‐service quality: A model of virtual service quality dimensions. Managing Service Quality: An International Journal, 13(3), 233–246.
Seth, N., Deshmukh, S. G., & Vrat, P. (2005). Service quality models: A review. International Journal of Quality & Reliability Management, 22(9), 913–949.
Shamma, H. M. (2012). Toward a comprehensive understanding of corporate reputation: Concept, measurement and implications. International Journal of Business and Management, 7(16), 151.
Sharma, A., & Mehta, V. (2004). Service quality perceptions in financial services-a case study of banking services. Journal of Services Research, 4(2), 205.
Sharma, P., Tam, J. L. M., & Kim, N. (2009). Demystifying Intercultural Service Encounters: Toward a Comprehensive Conceptual Framework. Journal of Service Research, 12(2), 227–242.
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