Word-of-Mouth Research: Principles and Applications
Dee T. AllsopHarris InteractiveBryce R. BassettHarris InteractiveJames A. HoskinsHarris InteractiveINTRODUCTION
Abundant research demonstrates that word of mouth (WOM) is one of the most influential channels of communication in the marketplace. The reasons for WOM's power are evident: word of mouth is seen as more credible than marketer-initiated communications because it is perceived as having passed through the unbiased filter of "people like me." At a time of declining trust in institutions, research shows that its influence is growing stronger.
In a recent national survey (Harris Interactive, 2006a),...