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Robert A. Westbrook: Product/Consumption-Based Affective Responses and Postpurchase Processes. In: Journal of Marketing Research. Band24, Nr.3, 1987, S.258–270, doi:10.2307/3151636, JSTOR:3151636.
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Thorsten Hennig-Thurau, Kevin P. Gwinner, Gianfranco Walsh, Dwayne D. Gremler: Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the Internet? In: Journal of Interactive Marketing. Band18, Nr.1, 1. Januar 2004, ISSN1094-9968, S.38–52, doi:10.1002/dir.10073 (sciencedirect.com [abgerufen am 12. Januar 2020]).
Eugene W. Anderson: Customer Satisfaction and Word of Mouth. In: Journal of Service Research. Band1, Nr.1, 1. August 1998, ISSN1094-6705, S.6, doi:10.1177/109467059800100102.
Thorsten Hennig-Thurau, Kevin P. Gwinner, Gianfranco Walsh, Dwayne D. Gremler: Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the Internet? In: Journal of Interactive Marketing. Band18, Nr.1, 1. Januar 2004, ISSN1094-9968, S.38–52, doi:10.1002/dir.10073 (sciencedirect.com [abgerufen am 12. Januar 2020]).
J. Pfeffer, T. Zorbach, K. M. Carley: Understanding online firestorms: Negative word-of-mouth dynamics in social media networks. In: Journal of Marketing Communications. Band20, Nr.1-2, 4. März 2014, ISSN1352-7266, S.117–128, doi:10.1080/13527266.2013.797778.