Utilize este identificador para referenciar este registo:
http://hdl.handle.net/10071/16779
Registo completo
Campo DC | Valor | Idioma |
---|---|---|
dc.contributor.author | Lopes, R. R. | - |
dc.contributor.author | Navarro, J. | - |
dc.contributor.author | Silva, A. J. | - |
dc.date.accessioned | 2018-11-27T12:44:30Z | - |
dc.date.available | 2018-11-27T12:44:30Z | - |
dc.date.issued | 2018 | - |
dc.identifier.issn | 1090-0578 | - |
dc.identifier.uri | http://hdl.handle.net/10071/16779 | - |
dc.description.abstract | Service research tends to operationalize word of mouth (WOM) behavior as one of the many responses to service satisfaction. In this sense, little is known about its antecedents or moderators. The objective of this study was to investigate the role of customers’ emotions during service experiences on WOM, applying nonlinear techniques and exploring the moderating role of customers’ propensity for emotional contagion. Using the critical incidents technique, 122 customers recalled significant service experiences and the emotions they aroused, and reported if they shared said experiences with other individuals. We found that, whereas linear methods presented non-significant results in the emotions-WOM relationship, nonlinear ones (artificial neural networks) explained 46% of variance. Negative emotions were stronger predictors of WOM and the importance of emotions for WOM was significantly higher for individuals with high propensity for emotional contagion (R^2 = .79) than for those with lower levels (R^2 = .48). Theoretical and practical implications are discussed. | eng |
dc.language.iso | eng | - |
dc.publisher | Society for Chaos Theory in Psychology & Life Sciences | - |
dc.rights | openAccess | - |
dc.subject | Word of mouth | eng |
dc.subject | Emotions | eng |
dc.subject | Emotional contagion | eng |
dc.subject | Nonlinear methods | eng |
dc.title | Emotions as proximal causes of word of mouth: a nonlinear approach | eng |
dc.type | article | - |
dc.event.date | 2018 | - |
dc.pagination | 103 - 125 | - |
dc.peerreviewed | yes | - |
dc.journal | Nonlinear Dynamis, Psychology, and Life Sciences | - |
dc.volume | 22 | - |
dc.number | 1 | - |
degois.publication.firstPage | 103 | - |
degois.publication.lastPage | 125 | - |
degois.publication.issue | 1 | - |
degois.publication.title | Emotions as proximal causes of word of mouth: a nonlinear approach | eng |
dc.date.updated | 2019-03-19T16:02:09Z | - |
dc.description.version | info:eu-repo/semantics/acceptedVersion | - |
dc.subject.fos | Domínio/Área Científica::Ciências Sociais::Psicologia | por |
dc.subject.fos | Domínio/Área Científica::Ciências Sociais::Sociologia | por |
iscte.identifier.ciencia | https://ciencia.iscte-iul.pt/id/ci-pub-47396 | - |
iscte.alternateIdentifiers.wos | WOS:000429640300006 | - |
iscte.alternateIdentifiers.scopus | 2-s2.0-85041901790 | - |
Aparece nas coleções: | DRHCO-RI - Artigos em revistas internacionais com arbitragem científica |
Ficheiros deste registo:
Ficheiro | Descrição | Tamanho | Formato | |
---|---|---|---|---|
Rueff Navarro Junça-Silva 2018 Emotions as proximal causes.pdf | Pós-print | 376,2 kB | Adobe PDF | Ver/Abrir |
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