Intention to Spread Positive Brand Word of Mouth
I would say positive things about this brand to other people.
I would recommend this brand to someone who seeks my advice.
I would encourage friends and relatives to do business with this brand.
7pt (dis)agree scale
Source: Lloyd, A. E., & Luk, S. T. (2011). Interaction behaviors leading to comfort in the service encounter. Journal of Services Marketing, 25(3), 176-189.
Brakus, J. J., Schmitt, B. H., & Zarantonello, L. (2009). Brand Experience: What Is It? How Is It Measured? Does It Affect Loyalty?. Journal of Marketing,73, 52-68.