• Corpus ID: 160625966

Rôles et mécanismes du Bouche-à-Oreille dans le développement d'une clientèle vétérinaire canine

  title={R{\^o}les et m{\'e}canismes du Bouche-{\`a}-Oreille dans le d{\'e}veloppement d'une client{\`e}le v{\'e}t{\'e}rinaire canine},
  author={Philippe Laravoire},
Comprendre et maitriser le Bouche-a-Oreille (BAO) est essentiel pour le veterinaire praticien. A partir de donnees recueillies aupres de proprietaires d’animaux de compagnie, ce travail met en evidence, d’une part les antecedents du BAO (qualite de service, qualite percue, satisfaction, fidelite), et d’autre part ses consequences (recherche d’information, decision d’achat, renforcement positif ou negatif de la satisfaction et de la fidelite, rentabilite). Nous proposons un modele integrant les… 



Sélection et influence des sources personnelles d'information du consommateur

Pour choisir entre differentes alternatives, les consommateurs ont generalement besoin de s'informer. Leur reseau relationnel represente une source d'information a la fois plus credible, plus

Word-of-Mouth Processes within a Services Purchase Decision Context

This article investigates the processes of word of mouth (WOM) within a services purchase decision context. The authors argue that to understand these processes, researchers must examine the role of

Communication and Control Processes in the Delivery of Service Quality

Delivering consistently good service quality is difficult but profitable for service organizations. Understanding why it is so difficult and how it might be facilitated is the purpose of the article.

Linking perceived service quality and service loyalty: a multi‐dimensional perspective

In recent research on service quality it has been argued that the relationship between perceived service quality and service loyalty is an issue which requires conceptual and empirical elaboration

Social Ties and Word-of-Mouth Referral Behavior

This article presents a network analysis of word-of-mouth referral behavior in a natural environment. The relational properties of tie strength and homophily were employed to examine referral

The Behavioral Consequences of Service Quality

If service quality relates to retention of customers at the aggregate level, as other research has indicated, then evidence of its impact on customers’ behavioral responses should be detectable. The

A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions

A model is proposed which expresses consumer satisfaction as a function of expectation and expectancy disconfirmation. Satisfaction, in turn, is believed to influence attitude change and purchase

Customer satisfaction and its consequences on customer behaviour revisited

Explores the extent to which the form of the relationship between customer satisfaction and customer behaviour is different under conditions of “low” satisfaction and “high” satisfaction. Three

Advocacy Drives Growth Customer Advocacy Drives UK Business Growth

  • Business
  • 2005
Word of mouth was found to predict sales growth for retail banks, car manufacturers, mobile phone networks and supermarkets in the UK. A telephone survey on a random sample of 1256 adult consumers in