The Effect of Customer Satisfaction on Word of Mouth Communication

The Impact of Experiential Marketing on Word of Mouth With Customer Satisfaction as a Intervening Variable

“…The writer combine the measurement of WOM indicator from several researchers; Bloemer et al (1999), Hananing (2011), Taghizadeh et al (2013), Kailani and Ciobotar (2015) which is adjusted with research object: (1) saying positive things about company to other people, (2) being excitement to give recommendation, (3) persuading other people to have service in the same place, (4) encouraging friends and relatives to do bussiness with the company.…”

“…WOM measurement in this research used these indicators: saying positive things about company to other people, being excitement to give recommendation, persuading other people to have service in the same place, and encouraging friends and relatives to do bussiness with the company (Bloemer et al, 1999;Taghizadeh et al 2013;Kailani & Ciobotar, 2015). The hyphotesis is formulated as follows: H3: There is an impact of experiential marketing on WOM…”

Factors Affecting Mass Customization and the Positively Impact on Customer Re-purchase Intention in Logistics Service Companies

“…In addition, the reflection that a company must fully meet the complex and diverse requirements of its customers also brings the trust of customers (Gul, 2014). In the same sense, when a customer satisfies they will provide optimistic word-of-mouth to the firm, giving the firm the ultimate benefit, and recommending the service again to the present customer and even potential customers (Taghizadeh, Taghipourian and Khazaei, 2013). Finally, with research by Henkel et al, (2006) if the customer is satisfied enough with the firm's service, they will always be willing to re-use the service.…”

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“…Lang and Hyde (2013) indicated that word of mouth can be stimulated through marketing communication tools such as advertising, celebrity endorsement, and promotions. According to Taghizadeh et al (2013), word of mouth is a powerful marketing factor that received significant emphasis from various service providers, particularly, those whose businesses focus on intangible offerings. In such services, customers depend mostly on the given advice and recommendations by others, friends or relatives who had previous experience in using that service.…”