The impact of new media on customer relationships

Journal of Service Research

Volumn 13, Issue 3, 2010, Pages 311-330

  Hennig Thurau, Thorsten ^a,b   Malthouse, Edward C ^c   Friege, Christian ^d   Gensler, Sonja ^e   Lobschat, Lara ^f   Rangaswamy, Arvind ^g   Skiera, Bernd ^h  

^a UNIVERSITY OF MÜNSTER   (Germany)

^b CITY UNIVERSITY   (United Kingdom)

^c NORTHWESTERN UNIVERSITY   (United States)

^d LichtBlick AG   (Germany)

^e UNIVERSITY OF GRONINGEN   (Netherlands)

^f UNIVERSITY OF COLOGNE   (Germany)

^g PENNSYLVANIA STATE UNIVERSITY   (United States)

^h GOETHE UNIVERSITY   (Germany)

Author keywords

customer relationships; electronic word of mouth; mobile technologies; new media; online communities; recommendation systems

Indexed keywords

EID: 77955603494     PISSN: 10946705     EISSN: 15527379     Source Type: Journal    
DOI: 10.1177/1094670510375460     Document Type: Article

References (155)

1. Adomavicius, Gediminas and Alexander Tuzhilin (2005), "Toward the Next Generation of Recommender Systems: A Survey of the State-of-the-Art and Possible Extensions, " IEEE Transaction on Knowledge and Data Engineering, 17 (6), 734-749.
2. Alexa (2010), 'The Top 500 Sites on the Web,' [available at http://www.alexa.com/topsites/global (accessed April 13, 2010)].
3. Ancarani, Fabio and Venkatesh Shankar (2004), "Price Levels and Price Dispersion Within and Across Multiple Retailer Types," Journal of the Academy of Marketing Science, 32 (2), 176-187.
4. Anderson, Chris (2006), The Long Tail: Why the Future of Business is Selling Less of More, New York: Hyperion.
5. Ansari, Ansim, Oded Koenigsberg, and Florian Stahl (2008), "Modeling Multiple Relationships in Online Social Networks," working paper, Columbia University, New York City.
6. Ansari, AnsimOded Koenigsberg-, Skander Essegaier, and Rajeev Kohli (2000), 'Internet Recommendation Systems,' Journal of Marketing Research, 37 (August), 363--375.
7. Ariely, Dan and Itamar Simonson (2003), "Buying, Bidding, Playing or Competing? Value Assessment and Decision Dynamics in Online Auctions, " Journal of Consumer Psychology, 13 (1), 113-123.
8. Bagozzi, Richard and Utpal Dholakia (2002), "Intentional Social Action in Virtual Communities, " Journal of Interactive Marketing, 16 (2), 2-21.
9. Bakos, J. Yannis (1997), 'Reducing Buyer Search Costs: Implications for Electronic Marketplaces,' Management Science, 43 (12), 1676-1692.
10. Bakshy, Eytan, Brian Karrer, and Lada A. Adamic (2009), 'Social Influence and the Diffusion of User-Created Content,' Proceedings of Electronic Commerce Conference, Stanford, CA.
11. Balasubramanian, Sridhar, Robert A. Peterson, and Sirkka L. Jarvenpaa (2002), 'Exploring the Implications of M-Commerce for Markets and Marketing,' Journal of the Academy of Marketing Science, 30 (4), 348-361.
12. Bapna, Ravi, Paulo Goes, and Alok Gupta (2003), "Analysis and Design of Business-to-Consumer Online Auctions," Management Science, 49 (1), 85-101.
13. Barrott, Christian, Sönke Albers, Bernd Skiera, and Björn Schäfers (2010), 'Vickrey vs. eBay: Why Second-price Sealed-bid Auctions Lead to More Realistic Price-demand Functions,' International Journal of Electronic Commerce, forthcoming.
14. Batelle, John (2005), The Search: How Google and Its Rivals Rewrote the Rules of Business and Transformed Our Culture, New York: Portfolio.
15. Beaubien, Greg (2009), 'Domino's YouTube Flap: 'A Landmark Event in Crisis Management',' Public Relations Tactics, 16 (May), 4.
16. Berkowitz, Stephen D. (1982), An Introduction to Structural Analysis: The Network Approach to Social Research, Toronto: Butterworth.
17. Bhatnagar, Amit and Sanjoy Ghose (2004), "Online Information Search Termination Patterns across Product Categories and Consumer Demographics, " Journal of Retailing, 80 (3), 221-228.
18. Bhattacharjee, Sudip, Ram D. Gopal, Kaveepan Lertwachara, James R. Marsden, and Rahul Telang (2007), 'The Effect of Digital Sharing Technologies on Music Markets: A Survival Analysis of Albums on Ranking Charts,' Management Science, 53 (9), 1359-1374.
19. Bodapati, Anand V. (2008), 'Recommendation Systems with Purchase Data,' Journal of Marketing Research, 45 (1), 77-93.
20. Bradlow, Eric T. and Young-Hoon Park (2007), 'Bayesian Estimation of Bid Sequences in Internet Auctions Using a Generalized Record-Breaking Model,' Marketing Science, 26 (2), 218-229.
21. Brown, Jennifer and John Morgan (2006), "Reputation in Online Auctions: the Market for Trust," California Management Review, 49 (1), 61-81.
22. Brown, Jo, Amanda Broderick and Nick Lee (2007), 'Word of Mouth Communication within Online Communities: Conceptualizing the Online Social Network,' Journal of Interactive Marketing, 21 (3), 2-20.
23. Brynjolfsson, Erik and Michael D. Smith (2000), 'Frictionless Commerce? A Comparison of Internet and Conventional Retailers,' Management Science, 46 (4), 563-585.
24. Calder, Bobby J, Edward C. Malthouse, and Ute Schädel (2009), 'An Experimental Study of the Relationship between Online Engagement and Advertising Effectiveness,' Journal of Interactive Marketing, 23 (November), 321-331.
25. Chakravarty, Anindita, Yong Liu, and Tridub Mazumdar (2010), 'Online User Comments versus Professional Reviews: Differential Influences on Pre-release Movie Evaluation by,' Journal of Interactive Marketing, 24 (3), forthcoming.
26. Chandra, Sucharita and Vicki G. Morwitz (2005), 'Effects of Participative Pricing on Consumers' Cognitions and Actions: A Goal Theoretic Perspective,' Journal of Consumer Research, 32 (2), 249-59.
27. Cheema, Amar (2008), "Surcharges and Seller Reputation, " Journal of Consumer Research, 35 (1), 167-177.
28. Chevalier, Judith A. and Dina Mayzlin (2006), 'The Effect of Word of Mouth on Sales: Online Book Reviews,' Journal of Marketing Research, 43 (3), 345-354.
29. Chiang, Eric and Djeto Assane (2007), "Determinants of Music Copyright Violations on the University Campus," Journal of Cultural Economics, 31 (3), 187-204.
30. Chintagunta, Pradeep K., Shyam Gopinath, and Sriram Venkataraman (2010), 'The Effects of Online User Reviews on Movie Box-Office Performance: Accounting for Sequential Rollout and Aggregation across Local Markets,' Marketing Science, forthcoming.
31. Chu, Hsunchi and Shuling Liao (2007), "Exploring the Motivations of Consumer Resale Behavior in C2C E-commerce," International Journal of Business and Management, 2 (5), 178-185.
32. Das, Sanjiv R. and Mike Y. Chen (2007), 'Yahoo! for Amazon: Sentiment Extraction from Small Talk on the Web,' Management Science, 53 (September), 1375-1388.
33. De Bruyn, Arnaud, John C. Liechty, Eelko K. R. E. Huizingh, and Gary L. Lilien (2008), 'Offering Online Recommendations with Minimum Customer Input Through Conjoint-Based Decision Aids,' Marketing Science, 27 (3), 443-460.
34. De Valck, Kristine, Gerrit H. van Bruggen, and Berend Wierenga (2009), 'Virtual Communities: A Marketing Perspective,' Decision Support Systems, 47 (3), 185-203.
35. De Vany, Arthur S. and W. Walls (2007), "Estimating the Effects of Movie Piracy on Box-office Revenue," Review of Industrial Organization, 30 (4), 291-301.
36. Deci, Edward L. and Richard M. Ryan (1985), Intrinsic Motivation and Self-Determination in Human Behavior, New York: Plenum.
37. Degeratu, Alexandru M., Arvind Rangaswamy, and Jianan Wu (2000), 'Consumer Choice Behavior in Online and Traditional Supermarkets: The Effects of Brand Name, Price, and Other Search Attributes,' International Journal of Research in Marketing, 17 (1), 55-78.
38. Deighton, John A. (2007), Dove: Evolution of a Brand. Boston, MA: Harvard Business School Press.
39. Deighton, John A. and Leora Kornfeld (2009), 'Interactivity's Unanticipated Consequences for Marketers and Marketing,' Journal of Interactive Marketing, 23 (1), 2-12.
40. Dellarocas, Chrysanthos, Xiaoquan Zhang, and Neveen F. Awad (2007), 'Exploring the Value of Online Product Reviews in Forecasting Sales: The Case of Motion Pictures,' Journal of Interactive Marketing, 21 (4), 23-45.
41. Dhar, Vasant and Elaine Chang (2009), "Does Chatter Matter? The Impact of User-Generated Content on Music Sales," Journal of Interactive Marketing, 23 (4), 300-307.
42. Dholakia, Utpal M., and Itamar Simonson (2005), 'The Effect of Explicit Reference Points on Consumer Choice and Online Bidding Behavior,' Marketing Science, 24 (2), 206-217.
43. Dholakia, Utpal M. Richard Bagozzi, and Lisa Klein Pearo (2004), "A Social Influence Model of Consumer Participation in Network- and Small-Group-based Virtual Communities," International Journal of Research in Marketing, 21 (3), 241-263.
44. Dholakia, Utpal M.Richard Bagozzi-, Vera Blazevic, Caroline Wiertz, and René Algesheimer (2010), 'Communal Service Delivery: How Customers Benefit From Participation in Firm-Hosted Virtual P3 Communities,' Journal of Service Research, 21 (4), 23-4.
45. Ding, Min, Jehoshua Eliashberg, Joel Huber, and Ritesh Saini (2005), 'Emotional Bidders- An Analytical and Experimental Examination of Consumers' Behavior in a Priceline-Like Reverse Auction,' Management Science, 51 (3), 352-364.
46. Drèze, Xavier and François-Xavier Hussherr (2003), "Internet Advertising: Is Anybody Watching?," Journal of Interactive Marketing, 17 (4), 8-23.
47. Duan, Wenjing, Bin Gu, and Andrew B. Whinston (2008a), 'The Dynamics of Online Word-of-Mouth and Product Sales- An Empirical Investigation of the Movie Industry,' Journal of Retailing, 84 (2), 233-242.
48. Duan, WenjingBin Gu-, Andrew B. Whinston(2008b), 'Do Online Reviews Matter? An Empirical Investigation of Panel Data,' Decision Support Systems, 45 (4), 1007-1016.
49. Dwyer, Paul (2007), "Measuring the Value of Electronic Word of Mouth and its Impact in Consumer Communities," Journal of Interactive Marketing, 21 (2), 63-79.
50. Edgecliffe-Johnson, Andrew (2008), 'Ad Revenue Slump Rips through Newspapers' [available at http://www.ft.com/cms/s/0/ab79ee8a-c65c-11dd-a741-000077b07658.html?ncli ck_check=1 (accessed November 27, 2009)].
51. Elberse, Anita (2009), 'The Reach of Online Movie Trailers,' paper presented at the Workshop in Motion Picture Industry Studies, UCLA Anderson School of Management, Los Angeles, California, November 2009.
52. Elberse, Anita and Felix Oberholzer-Gee (2007), 'Superstars and Underdogs: An Examination of the Long-Tail Phenomenon in Video Sales,' MSI working paper series 07-120, Marketing Science Institute, Cambridge, M.A.
53. Financial Times (2009), "Music Industry Must Learn to Play New Tune, " Financial Times, January9, 2009.
54. Fitzsimons, Gavan J. and Donald R. Lehmann (2004), 'Reactance to Recommendations: When Unsolicited Advice Yields Contrary Responses,' Marketing Science, 23 (Winter), 82-94.
55. Fleder, Daniel and Kartik Hosanagar (2009), 'Blockbuster Culture's Next Rise or Fall: The Impact of Recommender Systems on Sales Diversity,' Management Science, 55 (5), 697-712.
56. Freeman, R. Edward (1984), Strategic Mangement: A Stakeholder Approach., Boston: Pitman.
57. Gallagher, Katherine, K. Dale Foster, and Jeffrey Parsons (2001), 'The Medium Is Not the Message: Advertising Effectiveness and Content Evaluation in Print and on the Web,' Journal of Advertising Research, 41 (4), 57-70.
58. Gershoff, Andrew D., Ashesh Mukherjee, and Anirban Mukhopadhyay (2007), 'What's Not to Like? Preference Asymmetry in the False Consensus Effect,' Journal of Consumer Research, 35 (1), 119-135.
59. Ghose, Anindya, Rahul Telang, and Ramayya Krishnan (2005), "Effect of Electronic Secondary Markets on the Supply Chain," Journal of Management Information Systems, 22 (2), 91-120.
60. Ghose, AnindyaRahul Telang- and Sha Yang (2009), 'An Empirical Analysis of Search Engine Advertising: Sponsored Search in Electronic Markets,' Management Science, 55 (10), 1605-1622.
61. Glotzbach, Matthew (2009), 'Google Apps Is Out of Beta (yes, really),' (accessed December 7, 2009) [available at http://googleblog.blogspot.com/2009/07/google-apps-is-out-of-beta-yes-re ally.html (accessed December 7, 2009)].
62. Godes, David and Dina Mayzlin (2004), "Using Online Conversations to Study Word-of-Mouth Communication," Marketing Science, 23 (4), 545-560.
63. Godes, David and Dina Mayzlin(2009), 'Firm-Created Word-of-Mouth Communication: Evidence from a Field Test Source,' Marketing Science, 28 (4), 721-739.
64. Goldberg, David, David Nichols, Brian M. Obi, and Douglas Terry (1992), 'Using Collaborative Filtering to Weave an Information Tapestry,' Communications of the ACM, 35 (12), 61-70.
65. Gordon, Rich (2010), Creating Community-Connection Experiences, in Medill on Media Engagement, Abe Peck and Edward Malthouse, eds., Cresskill, NJ: Hampton Press.
66. Haenlein, Michael and Andreas M. Kaplan (2009), 'Flagship Brand Stores within Virtual Worlds: The Impact of Virtual Store Exposure on Real Life Brand Attitudes and Purchase Intent,' Recherche et Applications en Marketing (English edition), 24 (3), 57-79.
67. Hamilton, Rebecca W. and Joydeep Srivastava (2008), 'When 2 + 2 Is Not the Same as 1 + 3: Variations in Price Sensitivity Across Components of Partitioned Prices,' Journal of Marketing Research, 45 (4), 450-461.
68. Harvey, Mike (2009), 'United Airlines Gets the Blues as Dave Carroll Sings another Complaint,' [available at http://www.timesonline.co.uk/tol/news/world/us_and_americas/article67255 88.ece] (accessed November 30, 2009).
69. Haws, Kelly L. and William O. Bearden (2006), 'Dynamic Pricing and Consumer Fairness Perceptions,' Journal of Consumer Research, 33 (3), 304-311.
70. Häubl, Gerald and Peter T. L. Popkowski Leszczyc (2003), 'Minimum Prices and Product Valuations in Auctions,' Marketing Science Institute Report 03-117.
71. Häubl, Gerald-Häubl, Gerald and Valerie Trifts (2000), "Consumer Decision Making in Online Shopping Environments: The Effects of Interactive Decision Aids, " Marketing Science, 19 (1), 4-21.
72. Hennig-Thurau, Thorsten, André Marchand, and Paul Marx (2009), 'When Consumers are Agents: Can Recommender Systems Help Make Better Choices,' working paper, Bauhaus-University of Weimar.
73. Hennig-Thurau, ThorstenAndré Marchand- and Gianfranco Walsh (2004), 'Electronic Word-of-Mouth: Consequences of and Motives for Reading Customer Articulations on the Internet,' International Journal of Electronic Commerce, 8 (Winter), 51-74.
74. Hennig-Thurau, Thorsten, Kevin P. Gwinner, Gianfranco Walsh, and Dwayne D. Gremler (2004), 'Electronic Word-of-Mouth via Consumer-Opinion Platforms: What Motivates Consumers to Articulate Themselves on the Internet?,' Journal of Interactive Marketing, 18 (Winter), 38-52.
75. Hennig-Thurau, ThorstenKevin P. Gwinner-, Mark B. Houston, and Gianfranco Walsh (2006), 'The Differing Roles of Success Drivers Across Sequential Channels,' Journal of the Academy of Marketing Science, 34 (4), 559-575.
76. Hennig-Thurau, ThorstenKevin P. Gwinner-, Victor Henning, and Henrik Sattler (2007), "Consumer File Sharing of Motion Pictures, " Journal of Marketing, 71 (4), 1-18.
77. Herlocker, Jonathan L., Joseph A. Konstan, and John T. Riedl (2000), 'Explaining Collaborative Filtering Recommendations,' Proceedings of the 2000 ACM conference on Computer supported cooperative work, 241-50.
78. Herlocker, Jonathan L.Joseph A. Konstan-, John T. Riedl, and Loren G. Terveen (2004), 'Evaluating Collaborative Filtering Recommender Systems,' ACM Transactions on Information Systems (TOIS), 22 (1), 5-53.
79. Hinz, Oliver, Martin Spann, Il-Horn Hann, and Bernd Skiera (2009), 'Decision Making in Virtual Worlds: An Experimental Test of Altruism, Fairness and Presence,', to be presented at ECIS2010 Conference.
80. Hoyer, Wayne, Rajesh Chandy, Matilda Dorotic, Manfred Krafft, Siddharth Singh (2010), 'Customer Participation in Value Creation,' Journal of Service Research, 13 (3), 283-296.
81. Jaillet, Helene F. (2003), 'Web Metrics: Measuring Patterns in Online Shopping,' Journal of Consumer Behavior, 2 (4), 369-381.
82. Jansen, Bernard J., Mimi Zhang, Kate Sobel, and Abdur Chowdury (2009), 'Twitter Power: Tweets as Electronic Word of Mouth,' Journal of the American Society for Information Science and Technology, 60 (11), 2169-2188.
83. Johnson, Eric J., Wendy W. Moe, Peter S. Fader, Steven Bellman, and Gerald L. Lohse (2004), 'On the Depth and Dynamics of Online Search Behavior,' Management Science, 50 (March), 299-308.
84. Jones, Nicholas and Pearl Pu (2007), 'User technology Adoption Issues in Recommender Systems,' Proceedings of NAEC, ATSMA, 379-39.
85. Kaplan, Andreas M. and Michael Haenlein (2009a), 'The Fairyland of Second Life: About Virtual Social Worlds and How to Use Them,' Business Horizons, 52 (6), 563-572.
86. Kaplan, Andreas M. and Michael Haenlein (2009b), 'Consumer Use and Business Potential of Virtual Worlds: The Case of Second Life,' International Journal on Media Management, 11 (3), 93-101.
87. Kleijnen, Mierlla, Ko De Ruyter, and Martin Wetzels (2007), 'An Assessment of Value Creation in Mobile Service Delivery and the Moderating Role of Time Consciousness,' Journal of Retailing, 83 (1), 33-46.
88. Koh, Joon, Young-Gul Kim, Brian Butler, and Gee-Woo Bock (2007), 'Encouraging Participation in Virtual Communities,' Communications of the ACM, 50 (2), 68-73.
89. Koren, Yehuda (2009), 'Collaborative Filtering with Temporal Dynamics,' Proceedings of the 15th ACM SIGKDD International Conference on Knowledge Discovery and Data Mining, Paris, France, June/ July 2009.
90. Kozinets, Robert V., Kristine de Valck, Andrea C. Wojnicki, and Sarah J. S. Wilner (2010), 'Networked Narriatives: Understanding Word-of-Mouth Marketing in Online Communities,' Journal of Marketing, 74 (2), 71-89.
91. Krishna, Vijay (2002), Auction Theory, San Diego, USA: Academic Press.
92. Krishnamurthy, Sandeep (2009), 'Mozilla vs. Godzilla - The Launch of the Mozilla Firefox Browser,' Journal of Interactive Marketing, 23 (3): 259-271.
93. Krishnan, Vinod, Pradeep Kumar Narayanashetty, Mukesh Nathan, Richard T. Davies, and Joseph A. Konstan (2008), 'Who Predicts Better? Results from an Online Study Comparing Humans and an Online Recommender System,' 2008 ACM Conference on Recommender Systems, 211-218.
94. Leino, Juha and Kari-Juoko Räihä (2007), 'Case Amazon: Ratings and Reviews as Part of Recommendations,' Proceedings of the 2007 ACM Conference on Recommender Systems, Minneapolis, MN, October 2007.
95. Li, Ming, Benjamin Dias, Wael El-Deredy, and Paulo J. G. Lisboa (2007), 'A Probabilistic Model for Item-based Recommender Systems,' Proceedings of the 2007 ACM Conference on Recommender Systems, Minneapolis, MN, October2007.
96. Li, Shibo, Kannan Srinivasan, and Baohong Sun (2009), "Internet Auction Features as Quality Signals," Journal of Marketing, 73 (1), 75-92.
97. Libai, Barak, Ruth Bolton, Marnix Bügel, Ko de Ruyter, Oliver Götz, Hans Risselada, Andrew Stephen (2010), 'Customer to Customer Interactions: Broadening the Scope of Word of Mouth Research,' Journal of Service Research, 13 (3), 267-282.
98. Litman, Barry R. (1979), 'Predicting TV Ratings for Theatrical Movies,' Journalism Quarterly, 56 (3), 590-594, 694.
99. Liu, Yong (2006), "Word of Mouth for Movies: Its Dynamics and Impact on Box Office Revenue," Journal of Marketing, 70 (3), 74-89.
100. Luo, Xueming (2009), 'Quantifying the Long-Term Impact of Negative Word of Mouth on Cash Flows and Stock Prices,' Marketing Science, 28 (January-February), 148-165.
101. Lynton, Michael (2009), 'Der Produktfluss ist sicher,' Blickpunkt: Film, 34/09, 13.
102. Maddox, Kate (2008), 'ANA/Forrester Study Finds Marketers Believe TV Advertising Has Become less Effective,' [available at http://www.btobonline.com/apps/pbcs.dll/article?AID=/20080220/FREE/67138 7518/1078/newsletter01 (acce ssed November 27, 2009)].
103. Manchanda, Puneet, Jean-Pierre Dubé, Khim Yong Goh, and Pradeep K. Chintagunta (2006), "The Effect of Banner Advertising on Internet Purchasing," Journal of Marketing Research, 43 (1), 98-108.
104. Mathwick, Charla, Caroline Wiertz, and Ko De Ruyter (2008), 'Social Capital Production in a Virtual P3 Community,' Journal of Consumer Research, 34 (6), 832-849.
105. Mayzlin, Dina (2006), "Promotional Chat on the Internet, " Marketing Science, 25 (2), 155-163.
106. McAlexander, James, John Schouten, and Harold Koenig (2002), 'Building Brand Community,' Journal of Marketing, 66 (January), 38-54.
107. McQuail, Denis (1983), Mass Communication Theory: An Introduction., London Sage Publications, London.
108. Montgomery, Alan L., Kartik Hosanagar, Ramayya Krishnan, and Karen B. Clay (2004), 'Designing a Better Shopbot,' Management Science, 50 (2) 189-206.
109. Mort, Gillian Sullivan and Judy Drennan (2007), 'Mobile Communications: A Study of Factors Influencing Consumer Use of M-Services,' Journal of Advertising Research, 47 (3), 302-312.
110. Morwitz, Vicki G., Eric A. Greenleaf, and Eric J. Johnson (1998), 'Divide and Prosper: Consumers' Reactions to Partitioned Prices,' Journal of Marketing Research, 35 (4), 453-463.
111. Mudambi, Susan M. and David Schuff (2010), 'What Makes a Helpful Online Review? A Study of Customer Reviews on Amazon.com,' MIS Quarterly, 34 (1), 185-200.
112. Murray, Kyle B. and Gerald Häubl (2009), 'Personalization without Interrogation: Towards more Effective Interactions between Consumers and Feature-Based Recommendation Agents,' Journal of Interactive Marketing, 23(2), 138-146.
113. Naik, Prasad A. and Kay Peters (2009), 'A Hierarchical Marketing Communications Model of Online and Offline Media Synergies,' Journal of Interactive Marketing, 23 (4), 288-299.
114. Nambisan, Satish, and Robert A. Baron (2009), 'Virtual Customer Environments: Testing a Model of Voluntary Participation in Value Co-creation Activities,' Journal of Product Innovation Management, 26 (July), 388-406.
115. Nene, Dhananjay (2009), 'Why I deleted my Facebook data. Commentary on Internet Data Privacy Rules,' [available at http://blog.dhananjaynene.com/2009/02/why-i-deleted-my-facebook-data-com mentary-on-internet-data-privacy-rules/] (accessed October 23, 2009).
116. Oecd (2007), Participative Web: User-Created Content, Paris: Organisation for Economic Co-operation and Development.
117. Oh, Jeong-ha, Anjana Susarla, and Yong Tan (2008), 'Diffusion of User-Generated Content in a Social Network Structure,' Proceedings of ICIS Conference, 29, 1-11.
118. Pace, Stefano (2008), "YouTube: An Opportunity for Consumer Narrative Analysis?," Qualitative Market Research, 11 (2), 213-226.
119. Peltier, James W., George R. Milne, and Joseph E. Phelps (2009), 'Information Privacy Research: Framework for Integrating Multiple Publics, Information Channels, and Responses,' Journal of Interactive Marketing, 23 (2), 191-205.
120. Pura, Minna (2005), "Linking Perceived Value and Loyalty in Location-Based Mobile Services," Managing Service Quality, 15 (6), 509-538.
121. Qui, Dingxi and Edward Malthouse (2009), "Estimating Indirect Effects of a Marketing Contact,. " Expert Systems with Applications, 36, 6449-6452.
122. Rangaswamy, Arvind, Giles C. Lee, and Silvija Seres (2009), 'A Strategic Perspective on Search Engines: Thought Candies for Practitioners and Researchers,' Journal of Interactive Marketing, 23 (1), 49-60.
123. Roehm, Michelle and Alice Tybout (2006), "When Will a Brand Scandal Spill over, and How Should Competitors Respond?," Journal of Marketing Research, 43 (3), 366-373.
124. Schau, Hope Jensen, Albert M. Muniz Jr., and Eric J. Arnould (2009), 'How Brand Community Practices Create Value,' Journal of Marketing, 73 (September), 30-51.
125. Sen, Shahana and Dawn Lerman (2007), "Why Are You Telling Me This? An Examination into Negative Consumer Reviews on the Web," Journal of Interactive Marketing, 21(4), 76-94.
126. Senecal, Sylvain and Jacques Nantel (2004), 'The Influence of Online Product Recommendation on Consumers' Online Choices,' Journal of Retailing, 80 (Summer), 159-169.
127. Shankar, Venkatesh, Alladi Venkatesh, Charles Hofacker, and Prasad Naik (2010), 'Mobile Marketing in the Retailing Environment: Current Insights and Future Research Avenues,' Journal of Interactive Marketing, 24 (2), forthcoming.
128. Shankar, Venkatesh and Sridhar Balasubramanian (2009), 'Mobile Marketing: A Synthesis and Prognosis,' Journal of Interactive Marketing, 23 (2), 118-129.
129. Sherman, Lee and John Deighton (2001), "Banner Advertising: Measuring Effectiveness and Optimizing Placement," Journal of Interactive Marketing, 15 (2), 60-64.
130. Sherry Jr., John F. (1990), 'A Sociocultural Analysis of a Midwestern American Flea Market,' Journal of Consumer Research, 17 (June), 13-30.
131. Simonsohn, Uri and Dan Ariely (2008), "When Rational Sellers Face Nonrational Buyers: Evidence from Herding on eBay," Management Science, 54 (9), 1624-1637.
132. Sinha, Rajiv K., Fernando S. Machado, and Collin Sellman (2009), 'Digital Rights Management or Discard Restrictions on Music? DRM, Peer-To-Peer piracy and the Pricing of Digital Music,' Journal of Marketing, 74(2), 40-54.
133. Sinha, Rajiv K. and Naomi Mandel (2008), "Preventing Digital Music Piracy: The Carrot or the Stick?"," Journal of Marketing, 72 (1), 1-15.
134. Sledgianowski, Deb and Songpol Kulviwat (2009), 'Using Social Network sites: The Effects Of Playfullness, Critical Mass And Trust In a Hedonic Context,' Journal of Computer Information Systems, Vol. 49 (4), 74-83.
135. Snopes (2006), 'Yours is a Very Bad Hotel,', [available at http://www.snopes.com/business/consumer/badhotel.asp] (accessed November 20, 2009).
136. Spann, Martin, Bernd Skiera, and Björn Schäfers (2004), "Measuring Individual Frictional Costs and Willingness-to-Pay via Name-Your-Own-Price Mechanisms," Journal of Interactive Marketing, 18 (4), 22-36.
137. Spann, MartinBernd Skiera- and Gerard J. Tellis (2006), 'Does the Internet Promote Better Consumer Decisions? The Case of of Name-Your-Own-Price Auctions,' Journal of Marketing, 70 (1), 65-78.
138. Sragow, Michael (2009), 'Hollywood's All A-twitter Over Instant Fan Reviews,' [available at http://articles.baltimoresun.com/2009-08-19/features/0908180074_1_twitte r-tweets-bruno] (accessed December 2, 2009).
139. Stauss, Bernd (2000), 'Using New Media for Customer Interaction: A Challenge for Relationship Marketing,' in Relationship Marketing, Thorsten Hennig-Thurau and Ursula Hansen, eds., Berlin, Germany et al.: Springer, 233-253.
140. Stephen, Andrew T. and Jonah A. Berger (2009), 'Creating Contagious: How Social Networks and Item Characteristics Combine to Spur Ongoing Consumption and Reinforce Social Epidemics,' working paper, Columbia University, New York, NY.
141. Stephen, Andrew T.Jonah A. Berger- and Olivier Toubia (2010), 'Deriving Value from Social Commerce Networks,' Journal of Marketing Research, 47 (April), 215-228.
142. Sultan, Fareena, Andrew J. Rohm, and Tao (Tony) Gao (2009), 'Factors Influencing Acceptance of Mobile Marketing: A Two-Country Study of Youth Markets,' Journal of Interactive Marketing, 23 (November), 308-320.
143. Taylor, Steven A., Chiharu Ishida, and David W. Wallace (2009), 'Intention to Engage in Digital Piracy,' Journal of Service Research, 11 (3), 246-262.
144. Terwiesch, Christian, Sergei Savin, and Il-Horn Hann (2005), "Online-Haggling and Price-Discrimination in a Name-Your-Own-Price Channel, " Management Science, 51 (3), 339-351.
145. The Inspiration Room (2008), 'Slob Spoofs Dove Evolution in Campaign Against Real Life,' (accessed on November 30, 2009) [available at].
146. Trusov, Michael, Randolph E. Bucklin, and Koen Pauwels (2009), 'Estimating the Dynamic Effects of Online Word-of-Mouth on Member Growth of a Social Network Site,' Journal of Marketing, 73 (September), 90-102.
147. van Doorn, Jenny, Katherine Lemon, Vikas Mittal, Stephan Nab, Doreen Pick, Peter Pirner, Peter Verhoef (2010), 'Customer Engagement Behavior: Theoretical Foundations and Research Directions,' Journal of Service Research, 13 (3), 253-266.
148. Waldfogel, Joel (2009), 'Lost on the Web: Does Web Distribution Stimulate or Depress Television Viewing?,' Information Economics and Policy, 21 (2), 158-168.
149. Ward, James C. and Amy L. Ostrom (2003), 'The Internet as Information Minefield: An Analysis of the Source and Content of Brand Information Yielded by Net Searches,' Journal of Business Research, 56 (11), 907-914.
150. Waterman, David, Sund Wook Ji, and Laura R. Rochet (2007), 'Enforcement and Control of Piracy, Copying, and Sharing in the Movie Industry,' Review of Industrial Organization, 30 (4), 255-289.
151. Weiss, Allen M., Nicholas H. Lurie, and Deborah J. MacInnis (2008), 'Listening to Strangers: Whose Responses Are Valuable, How Valuable Are They, and Why?,' Journal of Marketing Research, 45 (August), 425-436.
152. Wiertz, Caroline, Charla Mathwick, Ko De Ruyter, and Benedict Dellaert (2010), 'A Balancing Act: Exploring Governance in a Virtual P3 Community,' Advances in Consumer Research, 37, forthcoming.
153. Wiertz, Caroline and Ko De Ruyter (2007), 'Beyond the Call of Duty: Why Customers Contribute to Firmhosted Commercial Online Communities,' Organization Studies, 28 (3), 347-376.
154. Wu, Jianan and Arvind Rangaswamy (2003), "A Fuzzy Set Model of Search and Consideration with an Application to an Online Market," Marketing Science, 22 (3), 411-434.
155. Zhu, Feng and Xiaoquan (Michael) Zhang (2010), 'Impact of Online Consumer Reviews on Sales:The Moderating Role of Product and Consumer Characteristics,' Journal of Marketing, 74 (March), 113-148.