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dc.contributor.authorLindberg-Repo, Kirsti
dc.description.abstractThis article presents the results of an exploratory study in the hospitality industry that aimed to develop a new framework for understanding post-purchase word-of-mouth in the relationship context. New insights into word-of-mouth communication were also attempted by applying the concept of post-purchase cognitive dissonance to this framework. The empirical focus of the research was on high-involvement hospitality service processes, because purchase of these services are influenced by word-of-mouth communication and cognitive dissonance. The dual objectives of this study were developing a new framework for studying word-of-mouth communication of loyal customers, and to find out whether post-purchase cognitive dissonance is reflected in the word-of-mouth communication once the relationship with the service provider is established.
dc.rightsRequired Publisher Statement: © Cornell University. This report may not be reproduced or distributed without the express permission of the publisher
dc.subjecthospitality firms
dc.subjectword of mouth communication
dc.subjectcustomer referrals
dc.titleWord-of-Mouth Communication in the Hospitality Industry
dc.description.legacydownloadsLindberg_Repo_202001_20Word_20of_20mouth.pdf: 2515 downloads, before Aug. 1, 2020.

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