• Publications
  • Influence
A Social Influence Model of Consumer Participation in Network- and Small-Group-Based Virtual Communities
We investigate two key group-level determinants of virtual community participation - group norms and social identity - and consider their motivational antecedents and mediators. We also introduce aExpand
  • 1,880
  • 193
  • PDF
Drivers of Service Satisfaction
The “service-dominant logic” focuses on the firm and the customer cocreating value, as defined by the customer. Achieving this orientation requires firms to understand which components of the serviceExpand
  • 167
  • 11
  • PDF
Creating Virtual Experiences in Computer-Mediated Environments
Although much excitement has arisen over the potential for "interactivity" on the Web, very little is understood about what exactly creates a sense of interactivity and what impact it has on userExpand
  • 12
  • 5
Limiting predecisional distortion by prior valuation of attribute components
Abstract Predecisional distortion is the pre-choice biasing of attribute evaluations to favor the option that is leading in a decision maker’s mind. It is proposed that predecisional distortion ofExpand
  • 39
  • 4
  • PDF
Linking Customer Satisfaction to the Service Concept and Customer Characteristics
customer cocreating value, as defined by the customer. Achieving this orientation requires firms to understand which components of the service concept are most important to different subsets ofExpand
  • 18
  • 3
Antecedents and Consequences of Online Social Interactions
Abstract Online social interactions occur in many venues, from e-mail lists and Usenet newsgroups to real-time chat-rooms and multiuser domains (MUDs). We conceptualize such online interactions asExpand
  • 104
  • 2
  • PDF
New Media: Connecting with Guests throughout the Travel Experience
Excerpt] As the use of social media expands, you must stay abreast of the increasing array of communications media options for how and when to reach your guests. We refer to new media as those thatExpand
  • 1