Antecedents to Intention to Engage in the Online Negative Word-of-Mouth Communication
Aaker, J., A. Drolet, and D. Griffin. 2008. Recalling mixed emotion. Journal of Consumer Research 35 (August): 268-278.
Bailey, K. D. 1994. Methods of Social Research (4th ed.). New York: The Free Press.
Brown, S. W., and T. A. Swartz.1984. Consumer medical complaint behavior: Determinants of and alternatives to malpractice litigation. Journal of Public Policy and Marketing (3): 85-98
Cho, Y., I. Im, R. Hiltz, and J. Fjermestad. 2002. The effects of post-purchase evaluation factors on online vs. offline customer complaining behavior: Implications for customer loyalty. Advances in Consumer Research (29): 318-326
Cooper, D. R., and C. W. Emory. 2001. Business Research Methods (7th ed.). New York: McGraw-Hill Companies, Inc.
Fernandes, D. V. der H., and Cristiane P. dos S. 2007. Consumer complaining behavior in developing countries: The case of Brazil. Journal of Consumer Satisfaction, Dissatisfaction, and Complaining Behavior (20): 86-109.
Goetzinger, L., J. K. Park, and R. Widdows. 2006. E-customers’ third party complaining and complimenting behavior. International Journal of Service Industry Management. (17): 193-206.
Ghozali, I. 2005. Aplikasi Analisis Multivariate dengan Program SPSS. Semarang: Badan Penerbit Universitas Diponegoro
Grégoire, Y., and R. J. Fisher. 2006. The effects of relationship quality on customer retaliation. Market Lett (17): 31-46.
Gruen, T. W., T. Osmonbekov, and A. J. Czaplewski. 2006. eWOM: The impact of customer-to-customer online know-how exchange on customer value and loyalty. Journal of Business Research (59): 449-456.
Hair, J. F., C. B. William, B. J.Babin, R. E.Anderson, and R. L.Tatham. 2010. Data Analysis Multivariate (7th ed.). Upper Saddle River, New Jersey: Prentice Hall International, Inc
Heung, V. C. S., and T. Lam. 2003. Customer complaint behavior towards hotel restaurant services. International Journal of Contemporary Hospitality Management (15): 283-289.
Kotler, P., and K. L. Keller. 2006. Marketing Management (12th ed.). Upper Sadle River. New Jersey: Pearson Prentice Hall International, Inc.
Laczniak, R. N., T. E. DeCarlo, and, S. N. Ramaswami. 2001. Consumers’ responses to negative word-of-mouth communication: An attribution theory perspective. Journal of Consumer Psychology (11): 57-73.
Lau, G. T, and S. Ng. 2001. Individual and situational factors influencing negative word-of-mouth behavior. Canadian Journal of Administrative Science (18): 163-178.
Mattila, A. S., and J. Wirtz. 2004. Consumer complaining to firms: Determinants of channel choice. Journal of Service Marketing (18): 147-155.
McClave, J. T., and T. Sincich. 2003. Statistics. (9th ed.). Upper Saddle River. New Jersey: Prentice-Hall Inc.
Monroe, K. R. 1994. A fat lady in a corset: Altruism and social theory. American Journal of Political Science 38 (4) (November): 861-893.
Moyer, M. S. 1984. Characteristics of consumer complainants: Implications for marketing and public policy. Journal of Public Policy and Marketing (3): 67-84.
Oh, D.-G. 2004. Complaining behavior of academic library users in South Korea. The Journal of Academic Librarianship (30): 136-144.
Oster, S. 1980. The determinants of consumer complaints. The Review of Economics and Statistics (62): 603-609.
Purwanto, B. M. 2002. The effect of salesperson stress factors on job performance. Jurnal Ekonomi dan Bisnis Indonesia (17): 150-169.
Saxby, C. L., P. K. Tat, and J. T. Johansen. 2000. Measuring consumer perceptions of procedural justice in a complaint context. The Journal of Consumer Affair (34): 204-216.
Singh, J., and S. Pandya. 1991. Exploring the effects of consumer’s dissatisfaction level on complaint behavior. European Journal of Marketing (25): 7-21.
Solomon, M. R. 2007. Consumer Behavior: Buying, Having, and Being (7th ed.). Upper Saddle River. New Jersey: Prentice Hall Int’l Inc.
Tax, S. S., S. W. Brown, and M. Chandrasekaran. 1998. Customer evaluations of service complaint experiences: Implications of relationship marketing. Journal of Marketing Research (36): 60-76.
Tronvoll, B. 2007. Customer complaint behavior from the perspective of the service-dominant logic of marketing. Managing Service Quality (17): 601-620.
Umberger, W. J., D. D T. McFadden, and A. R. Smith. 2009. Does altruism play a role in determining U.S. consumer preferences and willingness to Pay for Natural and Regionally Produced Beef? Agribusiness (25): 268-285.
Vargo, S. L., and R. F. Lusch. 2004. Evolving to a new dominant logic for marketing. Journal of Marketing (68): 1-17.
Zeithaml, V. A., and M. J. Bitner. 2003. Service Marketing: Integrated Customer Focus Across the Firm (Int’l edition). NewYork: McGraw-Hill Companies, Inc.
- There are currently no refbacks.