word of mouth

• Mithas, Sunil , Ramasubbu, Narayan , Krishnan, M.S. and Fornell, Claes
  Designing Web Sites for Customer Loyalty Across Business Domains: A Multilevel Analysis
  Journal of Management Information Systems
  Vol. 23 No. 3 , Winter 2007 , pp. 97 - 127

• Clemons, Eric K. , Gao, Guodong Gordon and Hitt, Lorin M.
  When Online Reviews Meet Hyperdifferentiation: A Study of the Craft Beer Industry
  Journal of Management Information Systems
  Vol. 23 No. 2 , Fall 2006 , pp. 149 - 171

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