The Effects of Relationship Quality and Duration on Negative Word-Of After a Low-Contact Service Failure
| dc.contributor.author | Kara, T. | |
| dc.contributor.author | Tuğrul, Tuğba | |
| dc.date.accessioned | 2024-06-01T08:32:41Z | |
| dc.date.available | 2024-06-01T08:32:41Z | |
| dc.date.issued | 2024 | |
| dc.description.abstract | This article examines the effects of relationship quality (RQ) and relationship duration (RD) on negative word-of-mouth (WoM) after a low-contact service failure. Partial least square structural equation modeling was used to analyze the data collected through a scenario-based online survey (n=153). First, unlike the inconsistent findings in high-contact service research, the results showed that RQ led to decreased negative WoM in low-context service failures, namely telecommunication. Second, this research contributes to the literature by revealing the negative effect of RD on customers’ tendency to spread negative WoM. In addition, RD did not moderate the relationship between RQ and negative WoM. © 2024 University of Nevada Las Vegas. All rights reserved. | en_US |
| dc.identifier.issn | 0899-8620 | |
| dc.identifier.scopus | 2-s2.0-85193427453 | |
| dc.identifier.uri | https://doi.org/ | |
| dc.identifier.uri | https://hdl.handle.net/20.500.14365/5359 | |
| dc.language.iso | en | en_US |
| dc.publisher | University of Nevada Las Vegas | en_US |
| dc.relation.ispartof | Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior | en_US |
| dc.rights | info:eu-repo/semantics/closedAccess | en_US |
| dc.title | The Effects of Relationship Quality and Duration on Negative Word-Of After a Low-Contact Service Failure | en_US |
| dc.type | Article | en_US |
| dspace.entity.type | Publication | |
| gdc.author.institutional | … | |
| gdc.author.scopusid | 59131754900 | |
| gdc.author.scopusid | 56582083500 | |
| gdc.coar.access | metadata only access | |
| gdc.coar.type | text::journal::journal article | |
| gdc.description.department | İzmir Ekonomi Üniversitesi | en_US |
| gdc.description.departmenttemp | Kara, T., University of Texas, Rio Grande Valley, United States; Tugrul, T., Izmir University of Economics, Turkey | en_US |
| gdc.description.endpage | 50 | en_US |
| gdc.description.issue | 1 | en_US |
| gdc.description.publicationcategory | Makale - Uluslararası Hakemli Dergi - Kurum Öğretim Elemanı | en_US |
| gdc.description.scopusquality | Q4 | |
| gdc.description.startpage | 33 | en_US |
| gdc.description.volume | 37 | en_US |
| gdc.description.wosquality | N/A | |
| gdc.index.type | Scopus | |
| gdc.scopus.citedcount | 3 | |
| gdc.virtual.author | Tuğrul, Tuğba | |
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