Word of Mouth

Word of Mouth

  1. I would say positive things about [company] to other people
  2. I would recommend [company] to someone who seeks my advice
  3. I would encourage friends and relatives to do business with [company]

1 indicating strongly disagree to 7 indicating strongly agree
Title: Interaction behaviors leading to comfort in the service encounter
Author(s) & Year: Alison E. Lloyd and Sherriff T.K. Luk (2011)
Journal: Journal of Services Marketing, 25/3 (2011) 176–189

Based on: Zeithaml, V.A., Berry, L.L. and Parasuraman, A. (1996)