Word-of-Mouth Communication – Service

Word-of-Mouth Communication

  1. I am likely to say positive things about this ______ restaurant to other people.
  2. I am likely to recommend this ______ restaurant to a friend or colleague.
  3. I am likely to say positive things about ______ in general to other people.
  4. I am likely to encourage friends and relatives to eat at ______.

Five-point Likert scales
Title: Extreme Makeover: Short- and Long-Term Effects of a Remodeled Servicescape
Author(s) & Year: Elisabeth C. Brüggen, Bram Foubert, & Dwayne D. Gremler (2011)
Journal: Journal of Marketing, Vol. 75 (September  2011), 71–87