• Publications
  • Influence
Managing Brands in the Social Media Environment
The dynamic, ubiquitous, and often real-time interaction enabled by social media significantly changes the landscape for brand management. A deep understanding of this change is critical since it mayExpand
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Social Capital Production in a Virtual P3 Community
The purpose of this study is to examine the relational norms that determine social capital—an intangible resource embedded in and accumulated through a specific social structure. The social structureExpand
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Beyond the Call of Duty: Why Customers Contribute to Firm-hosted Commercial Online Communities
Firm-hosted commercial online communities, in which customers interact to solve each other's service problems, represent a fascinating context to study the motivations of collective action in theExpand
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Communal Service Delivery
Firm-hosted virtual peer-to-peer problem solving (P3) communities offer a low-cost, credible, and effective means of delivering education and ongoing assistance services to customers of complex,Expand
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Does Twitter matter? The impact of microblogging word of mouth on consumers’ adoption of new movies
This research provides an empirical test of the “Twitter effect,” which postulates that microblogging word of mouth (MWOM) shared through Twitter and similar services affects early product adoptionExpand
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Toward a theory of repeat purchase drivers for consumer services
The marketing discipline’s knowledge about the drivers of service customers’ repeat purchase behavior is highly fragmented. This research attempts to overcome that fragmented state of knowledge byExpand
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Cooperating for service excellence in multi-channel service systems: an empirical assessment
Abstract In today's technological environment, rapid advances have considerably increased the number of service delivery options available to companies. Consequently, in addition to the traditionalExpand
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Exploring consumptive moments of value-creating practice in online community
Conceptual blind spots persist when it comes to understanding the value of consumptive dimensions of participation, such as lurking, in online community. This article uses a practice-theoretical lensExpand
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GOSIP in Cyberspace: Conceptualization and Scale Development for General Online Social Interaction Propensity
The interactive nature of the Internet has boosted online communication for both social and business purposes. However, individual consumers differ in their predisposition to interact online withExpand
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Not all digital word of mouth is created equal: Understanding the respective impact of consumer reviews and microblogs on new product success
The expansion of the Internet and social media have triggered a differentiation of the word-of-mouth (WOM) concept, with consumer communication about brands and products now taking place in variousExpand
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