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  • 1.
    Cunningham, Janice R.
    et al.
    KTH.
    Lee, Linda
    KTH.
    ARE HEALTH WEBSITES READY FOR THE MOBILE WORLD?: A STUDY OF READABILITY AMONG TRADITIONAL AND MOBILE WEBSITES2015In: IDEAS IN MARKETING: FINDING THE NEW AND POLISHING THE OLD, Springer, 2015, p. 329-329Conference paper (Refereed)
  • 2.
    Lee, Linda
    KTH, School of Industrial Engineering and Management (ITM), Industrial Economics and Management (Dept.), Industrial marketing.
    Advice from creative consumers: a study of online hotel reviews2014In: International Journal of Technology Marketing, ISSN 1741-878X, E-ISSN 1741-8798, Vol. 9, no 1, p. 53-71Article in journal (Refereed)
    Abstract [en]

    This studyexplores what creative consumers are compelled to say about hotels throughonline reviews.  Online reviews arehighly influential, with consumers preferring the advice of other consumersover industry experts or information provided by the marketer.  Over 7,000 online hotel reviews posted onTripAdvisor were examined, using Leximancer, a content analysis tool.  This study provides insights on the factorscontributing to guest satisfaction and dissatisfaction in luxury hotels andmoderate hotels.  It also demonstrates theimportance of the information provided by creative consumers, both in terms ofmarket research and as part of an overall marketing communicationsinitiative. 

  • 3.
    Lee, Linda
    KTH, School of Industrial Engineering and Management (ITM), Industrial Economics and Management (Dept.).
    Customer-to-customer roles and impacts in service encounters2016Doctoral thesis, comprehensive summary (Other academic)
    Abstract [en]

    This thesis investigates customer-to-customer roles and impacts in the context of service encounters. This topic is studied from two angles: customer interactions during group service encounters and customer perceptions post service encounters. The first angle is a focus on group service encounters that addresses the lack of research on customer-to-customer interactions that occur in customer-to-customer interaction-intensive contexts. These are contexts where the interactions between customers are not peripheral to the service, where there can be an expectation to interact with the other customers, and are common in tourism and hospitality, recreation, and education. The second angle is a focus on service outcomes after the service encounter, including satisfaction, intention to recommend, and online word-of-mouth.

    Paper 1 explores how firms view and manage customer-to-customer interactions during group service encounters. It finds that the differences in attitude and conduct of firms create four possible stances toward customer-to-customer interaction. Paper 2 delves deeper into how customer-to-customer interactions impact the design and delivery of group service encounters, develops a typology of customer cohort climates (CCCs), and identifies how each CCC can be created through four elements of group service encounters. Paper 3  investigates how positive and negative customer-to-customer interactions impact service outcomes and finds that customer-to-customer interaction is a dissatisfier. Paper 4 examines how customers produce online hotel reviews and finds that content analysis of online reviews yields similar findings to more traditional quantitative research methods.

    This thesis advances research on the impact of customers on each other and provides evidence that other customers can and should be managed to achieve desired service outcomes. It further proposes how these interactions can be managed to further enhance service firm offerings.

  • 4. Lee, Linda
    et al.
    Boon, Edward
    Webster University.
    McCarthy, Ian
    Simon Fraser University.
    Consuming with others: The impact of customer-to-customer interactions in a group service encounterIn: Journal of Service Research, ISSN 1094-6705, E-ISSN 1552-7379Article in journal (Refereed)
  • 5. Lee, Linda
    et al.
    Boon, Edward
    Webster University.
    McCarthy, Ian
    Simon Fraser University.
    Toward an understanding of customer-to-customer interactions in group service encountersIn: Journal of General Management, ISSN 0306-3070, E-ISSN 1759-6106Article in journal (Refereed)
  • 6. Lee, Linda
    et al.
    McCarthy, Ian
    Simon Fraser University.
    Ellis, Debbie
    University of KwaZulu-Natal.
    Customer cohort climates: A conceptual model for group service encountersIn: Service Business: An International Journal, ISSN 1862-8516, E-ISSN 1862-8508Article in journal (Refereed)
  • 7. Pelet, J. -É
    et al.
    Lecat, B.
    Khan, J.
    Rundle-Thiele, S.
    Lee, Linda W.
    KTH, School of Industrial Engineering and Management (ITM), Industrial Economics and Management (Dept.).
    Ellis, D.
    Garry Wolf, M. M. C.
    Wegmann, A. L.
    Kavoura, N.
    Katsoni, V.
    Don’t believe the hype: a grounded exploratory six country wine purchasing study2017In: Journal of Wine Research, ISSN 0957-1264, E-ISSN 1469-9672, Vol. 28, no 2, p. 91-104Article in journal (Refereed)
    Abstract [en]

    The purpose of this exploratory study was to understand the extent that consumers report purchasing wine on mobile devices and to empirically examine potential drivers of m-wine purchasing across six countries to guide theoretical research enquiry moving forward. Purposive sampling was employed. An online survey involving 2853 respondents from France, Germany, Greece, Canada, US and South Africa forms the basis for the current study. The results of the study indicate that though mobile phone usage, wine consumption and purchasing rates are high, mobile-wine purchasing prevalence is low within all six countries. While technology hype has us believe an online presence is essential for business revenue growth and performance; the current study indicates wineries should carefully consider consumer readiness towards mobile-wine purchasing. Limitations and recommendations for future research are identified.

  • 8.
    Pelet, Jean-Eric
    et al.
    ESCE Int Business Sch, Dept Mkt, Paris, France..
    Lecat, Benoit
    Calif Polytech State Univ San Luis Obispo, Dept Wine & Viticulture, San Luis Obispo, CA 93407 USA..
    Khan, Jashim
    Univ Surrey, Dept Mkt & Retail Management, Guildford, Surrey, England..
    Rundle-Thiele, Sharyn
    Griffith Univ, Dept Mkt, Nathan, Qld, Australia..
    Lee, Linda W.
    KTH, School of Industrial Engineering and Management (ITM), Industrial Economics and Management (Dept.), Industrial Marketing and Entrepreneurship.
    Vigar-Ellis, Debbie
    KTH, School of Industrial Engineering and Management (ITM), Industrial Economics and Management (Dept.), Industrial Marketing and Entrepreneurship. Univ KwaZulu Natal, Sch Management IT & Governance, Scottsville, South Africa..
    Wolf, Marianne McGarry
    Calif Polytech State Univ San Luis Obispo, Dept Wine & Viticulture, San Luis Obispo, CA 93407 USA..
    Kavoura, Androniki
    Technol Educ Inst Athens, Dept Mkt, Athens, Greece..
    Katsoni, Vicky
    Technol Educ Inst Athens, Dept Mkt, Athens, Greece..
    Wegmann, Anne Lena
    Weincampus Neustadt, Dept Mkt, Neustadt, Germany.;Ludwigshafen Univ Appl Sci, Ludwigshafen, Germany..
    Winery website loyalty: the role of sales promotion and service attributes2018In: International Journal of Wine Business Research, ISSN 1751-1062, E-ISSN 1751-1070, Vol. 30, no 2, p. 138-152Article in journal (Refereed)
    Abstract [en]

    Purpose This paper aims to examine the relationship between feelings toward buying wine on mobile phones and m-commerce website loyalty by examining the mediating role of sales promotion and the moderating role of service attributes of the m-commerce websites in influencing the mediation. Design/methodology/approach A total of 3,318 completed surveys were collected. Drawing on a large non-probability criterion-based purposive sample across six countries (France, Germany, Greece, South Africa, USA and Canada), mediation analysis was performed to examine the hypothesized relationships. Findings Results show that sales promotion mediates the relationship between feelings toward buying wine on mobile phones and m-commerce website loyalty. Moderated mediation reveals that the indirect pathways (sales promotion) through which feelings toward buying wine over mobile exert its effect on m-commerce website loyalty are dependent on the value of service (wine delivery) attributes of the website. The results demonstrate that sales promotion and service are of paramount importance to wineries and wine marketers. Research limitations/implications Wine producers and retailers should consider the use of sales promotion to enhance sales and loyalty to m-commerce websites. Practical implications Wine producers and retailers should consider use sales promotion (such as SMS or push notifications) to enhance sales and influence consumer feelings and hence their loyalty. Originality/value Wine m-commerce studies are limited, especially with an international perspective comparing six different countries: three from the old world (France, Germany and Greece) and three from the new world (North America with USA and Canada; and South Africa). Altogether, these six countries represent around 40 per cent of the world's wine consumption.

1 - 8 of 8
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