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The antecedents of Word-of-Mouth behaviour : the service quality perspective

posted on 2017-12-06, 00:00 authored by Anthony PerroneAnthony Perrone, Ho WongHo Wong
Purpose – The aim of the study is to undertake an empirical study to investigate the nature and magnitude of the determinants of the word-of-mouth behaviour from the point of view of service performance and post purchase perceptions. Design/methodology/approach – A quantitative study was undertaken. A theoretical model linking service quality issues and word-of-mouth behaviour was developed and tested using structural equation model modelling of 280 surveyed participants at various day spa locations. Findings – All major fit indices from structural equation modelling method show satisfactory results for both the measurement models and the structural model. The results confirm significant relationships amongst the constructs in the model. While the quality of the product, customer service and facility atmosphere lead to customer satisfaction, it is facility atmosphere and customer satisfaction that drive Word-of-mouth behaviour.


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Business Research Group, Central Queensland University

Place of Publication

Rockhampton, Qld.

Open Access

  • No

External Author Affiliations

Business Research Group (BRG); Faculty of Arts, Business, Informatics and Education; Graduate School of Business; Institute for Resource Industries and Sustainability (IRIS); School of Commerce and Law;

Era Eligible

  • No