Four experiments demonstrated that as the perceived diagnosticity of the presented information increases, sensitivity to missing diagnostic information decreases. However, experts were sensitive to missing information regardless of the diagnosticity of the presented attribute information. When a...

The service-profit chain (SPC) is a framework for linking service operations, employee assessments, and customer assessments to a firm's profitability (Heskett et al. 1994). The SPC provides an integrative framework for understanding how a firm's operational investments into service operations...

We conceptualize participation in Linux user groups (LUGs) in terms of group-referent intentional actions and investigate cognitive (attitudes, perceived behavioral control, identification with the open source movement), affective (positive and negative anticipated emotions), and social (social...

Sellers often explicitly suggest to buyers that they compare one option to other (reference) options. Building on the notion that loss aversion is more pronounced when comparisons are explicit rather than implicit, we propose that the mere fact that consumers are explicitly told to make...

Recent research studies have shown that, in the aggregate, survey participation is associated with increased purchase behaviors. Whereas selective customer response could be responsible for some of this correlation, we conclude that survey participation does cause changes in purchase behavior....

Many firms increasingly offer community venues to their customers to facilitate social interactions amongst them. Prior studies have shown that community participants have high engagement and loyalty toward the firm and provide useful feedback and referrals. However, it is not clear whether...

We examine the roles of social accounts in influencing lenders' decisions about loaning money to borrowers. Using field data and a laboratory experiment, we show that lenders will lend money depending on the accounts borrowers tell. In Study 1, field data from a peer-to-peer lending website...

We examined effects of time frame duration (a month vs. a year) and delay (next month vs. a specific future month) on personal savings estimates. Results revealed that unitized monthly savings estimates provided for a specific future month were significantly higher than those given for either...