Faculty & Research
Word-of-Mouth Communication in the Hospitality Industry
By: Kirsti Lindberg-Repo
Executive Summary: This article presents the results of an exploratory study in the hospitality industry that aimed to develop a new framework for understanding post-purchase word-of-mouth in the relationship context. New insights into word-of-mouth communication were also attempted by applying the concept of post-purchase cognitive dissonance to this framework. The empirical focus of the research was on high-involvement hospitality service processes, because purchase of these services are influenced by word-of-mouth communication and cognitive dissonance. The dual objectives of this study were developing a new framework for studying word-of-mouth communication of loyal customers, and to find out whether post-purchase cognitive dissonance is reflected in the word-of-mouth communication once the relationship with the service provider is established.
Your Comments Please
If this CHR Report made a positive impact on your management approach or business operations, we welcome your commentary. We would like to post your comments on our website. Please submit your comments to js372@sha.cornell.edu and rohit.verma@cornell.edu.
Download The Report
To view the whole report, please click on the link below
- Word-of-Mouth Communication in the Hospitality Industry By: Kirsti Lindberg-Repo
| If you have trouble downloading a pdf, and are able to install software on your computer, try upgrading to the latest version of Adobe Acrobat Reader to see if that allows you to read it. |
