Spreading the Word: How Customer Experience in a Traditional Retail Setting Influences Consumer Traditional and Electronic Word-of-mouth Intention
作者：
Highlights：
• No clear relationship between customer experience and consumer peace-of-mind found.
• No clear relationship between customer experience new media influence found.
• Peer-to-peer interaction is important in the traditional retail context.
• Customer experience impacts both traditional and electronic word-of-mouth.
• Traditional retail consumers opt for traditional WOM over electronic word-of-mouth.
摘要
•No clear relationship between customer experience and consumer peace-of-mind found.•No clear relationship between customer experience new media influence found.•Peer-to-peer interaction is important in the traditional retail context.•Customer experience impacts both traditional and electronic word-of-mouth.•Traditional retail consumers opt for traditional WOM over electronic word-of-mouth.
论文关键词：Bayesian modeling,Customer experience,Electronic word-of-mouth,e-WOM,Retail,Social media, word-of-mouth
论文评审过程：Received 17 July 2018, Revised 8 June 2019, Accepted 8 June 2019, Available online 10 June 2019, Version of Record 2 August 2019.
论文官网地址：https://doi.org/10.1016/j.elerap.2019.100870
