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Description
In two thematically related chapters, I explore the benefits incurred as companies actively respond to consumers who share positive word of mouth in digital environments (eWOM). This research takes a multi-method approach by first addressing the psychological impact of company response on the sharing consumer, followed by an examination of real behavioral consequences in a social media setting. Across six studies in Chapter 1, I find support for a conceptual model indicating that consumers who receive a company response to their positive eWOM experience greater satisfaction compared to no response, leading to increased intentions to engage in future positive eWOM on behalf of the company, both through social media and online review websites. Furthermore, I find that consumer perceptions of response personalization lead to judgments of company effort and that these two elements mediate the effect of response on consumer satisfaction. In Chapter 2, using a dataset of firm responses to positive consumer feedback on Twitter (tweets) from 79 apparel retailers, I find that company responses to positive consumer tweets can generate consumer engagement behavior in the form of continued interaction. Company responses that use consumer-oriented language increase the likelihood of consumer interactivity. However, this effectiveness depends on whether the consumer's audience is the company or their broader network of followers. I also show that, in some conditions, companies achieve higher consumer engagement by personalizing responses with the consumer's name. Together, the findings from these two chapters point to the need for companies to strategically practice positive eWOM management, both to promote consumer engagement behaviors and to avoid the negative outcomes associated with unresponsiveness.
ContributorsCowley, Scott (Author) / Wiles, Michael (Thesis advisor) / Olsen, Douglas (Committee member) / Kim, Sunghoon (Committee member) / Arizona State University (Publisher)
Created2017
Description
AZMagicPlayers.com is a website dedicated to the promotion of the Wizards of the Coast-trading card game Magic: the Gathering in Arizona. This paper details the business model that helps sustain the website and how that business model is designed specifically to help build the community and ultimately fulfill the mission statement of AZMagicPlayers.com.
ContributorsAbong, Jason (Co-author) / Abong, Jeffrey (Co-author) / Eaton, John (Thesis director) / Olsen, Douglas (Committee member) / Regalado, Marco (Committee member) / Barrett, The Honors College (Contributor) / Department of Marketing (Contributor)
Created2013-05
Description
Adam Simons is an Interdisciplinary Studies major at Arizona State University with concentrations in business and music. He is also a member of the alternative rock group RadioDriveBy. RadioDriveBy is a five-piece band based in Arizona that writes, professionally records, and performs its own original songs. This thesis contains a narrative of the planning, execution, and analysis of two albums released by RadioDriveBy. Through his experience and research in managing multiple releases, Simons covers the critical factors for artists to consider when marketing music in today's changing industry. The author divides an album release into five critical components: original music, release structure, artist image, accessibility and availability, and online promotion. This method of analysis develops manageable steps for artists to succeed in the modern music industry. Overall, this thesis is a model and creative project to help understand not only the behind-the-scenes work of RadioDriveBy, but also to provide a framework for other musicians and artists navigating the same path.
ContributorsSimons, Adam North (Author) / Olsen, Douglas (Thesis director) / Conz, David (Committee member) / Stevens, Nancy (Committee member) / Barrett, The Honors College (Contributor) / School of Letters and Sciences (Contributor) / Hugh Downs School of Human Communication (Contributor)
Created2013-05