Three items measuring a consumer's intention to spread positive word of mouth about a resort and recommend it to friends. Lim, Lee, and Foo (2017) developed both a positive and a negative version of the scale, which they labelled 'positive voice-to-public' and 'negative voice-to-public' respectively. The positive version is captured here, with the negative version noted in items_full. Both versions were adapted from Maxham and Netemeyer (2002) and used in Study 4 (n=163 students) in an experiment examining the effects of frontline employee nonverbal cues on service outcomes.
Lim, E.A.C., Lee, Y.H., & Foo, M.D. (2017). Frontline employees' nonverbal cues in service encounters: A double-edged sword. Journal of the Academy of Marketing Science, 45(5), 657–676.
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