A5047472273- Customer Service Quality and Loyalty
- Digital Marketing and Social Media
- Technology Adoption and User Behaviour
- Consumer Behavior in Brand Consumption and Identification
- Knowledge Management and Sharing
- Service and Product Innovation
- Innovative Approaches in Technology and Social Development
- Consumer Retail Behavior Studies
- Behavioral Health and Interventions
- Sharing Economy and Platforms
- Nonprofit Sector and Volunteering
- Personality Traits and Psychology
- Social and Intergroup Psychology
- Aging and Gerontology Research
- Ethics in Business and Education
- Service-Learning and Community Engagement
- Corporate Identity and Reputation
- Geriatric Care and Nursing Homes
- Team Dynamics and Performance
- Leadership, Behavior, and Decision-Making Studies
- Cybercrime and Law Enforcement Studies
- Virtual Reality Applications and Impacts
- Innovation and Socioeconomic Development
- Generational Differences and Trends
- Decision-Making and Behavioral Economics
Northeastern University
2014-2024
Universidad del Noreste
2016-2019
Boston University
2018
College of Business Administration
2013
The COVID-19 pandemic has transformed the way services are delivered. In this editorial, we shine a light on how frontline service employees coping with changing work environment. Leveraging insights from critical incident technique data collection, identify challenges related to employee morale, interfacing consumers, and transformational negative events. We then offer suggestions for future research these topics. Moreover, discuss business model transformations caused by could impact role...
Customer support is critical for the success of business-to-business (B2B) service firms. A key issue such firms face how to reduce customers’ reliance on traditional service. B2B companies are increasingly turning firm hosted virtual peer-to-peer problem-solving (P3) communities fulfill some their customer needs. This raises question: Does participation in demands associated with service? research investigates effects a P3 community among global customers. Results reveal that participation,...
User-generated content, such as word of mouth, traditionally has been immune to firm influences. However, companies have recently started developing content and encouraging consumers post it rather than relying solely on organic consumer-generated content. Such firm-generated user (FGUC), which can share easily, potentially alters their sharing behavior by providing specific language be included in users’ posts. In investigating the effectiveness FGUC, current research addresses if when this...
In two studies (a longitudinal field experiment with an established business-to-consumer national chain, and a business-to-business software manufacturer), the authors demonstrate that starting survey open-ended positive solicitation increases customer purchase behavior. Study 1, experiment, shows one year after completion of began by asking customers what went well during their experience, those spent 8.25% more than who had completed did not include solicitation. 2 utlizes multiple...
Prior research has established that it is valuable for members to have strong organizational identification with nonprofit service organizations. However, not examined whether and how are influenced by other of a nonprofit. This paper analyzes peer influences member retention donations using survey data actual behavior. It distinguishes the organization from peers. The theory-based econometric model shows effect member’s on likelihood he/she will remain depends relationship stage....
AbstractA growing population of older adults is living alone, yet little known about their need to maintain a sense autonomy. In this study, an interdisciplinary team design, nursing, and marketing researchers examined the patterns adults' autonomy proposed service assist life transitions. The objectives include: (1) exploring principle as core value design case study for adults; (2) identifying daily needs in relation autonomy; (3) improving aging by implementing human-centred approach...
Teamwork is becoming an important element of gameplay. Many games nowadays incorporate teamwork in one form or another. As a result, many game researchers have investigated aspects teamwork. However, we yet to develop effective surveys gauge how people strategize problem solve together within different games, and such enable these activities. In this paper, propose the Adaptation Games (TAG) survey. We developed survey using theories team adaptation, process teams work adapt their strategies...