Word of Mouth Behavior
- I would not spread positive word-of-mouth about XYZ
- I would recommend XYZ to my friends
7 point, Likert-type scales, strongly disagree (1) to strongly agree (7).
Title: Re-examining the effect of service recovery: the moderating role of brand equity
Author(s) & Year: Min-Hsin Huang (2011)
Journal: Journal of Services Marketing, 25/7 (2011) 509–516
Adapted: Maxham, J.G. and Netemeyer, R.G. (2002)