This book examined the effects of satisfaction and organizational reputation on customers communication behaviors such as engaging in word-of-mouth communication and paying attention to mass media, and the mediation role of identification with company in such effects. The results demonstrate that the more customers perceive the relationship they have with the company to be satisfactory, the more likely they are to communicate positively to others about it. In addition, the more customers perceive the reputation of the company to be satisfactory, not only are they more likely to communicate...
This book examined the effects of satisfaction and organizational reputation on customers communication behaviors such as engaging in word-of-mouth co...
