Influencing customer’s purchase intentions through firm participation in online consumer communities

• Adjei, M. T., Noble, S. M., & Noble, C. H. (2010). The influence of C2C communications in online brand communities on customer purchase behavior. Journal of the Academy of Marketing Science, 38, 634–653.

  Article  Google Scholar 

• Ahearne, M., Bhattacharya, C. B., & Gruen, T. (2005). Antecedents and consequences of customer–company identification expanding the role of relationship marketing. Journal of Applied Psychology, 90(3), 574–585.

  Article  Google Scholar 

• Aldrich, H., & Hecker, D. (1977). Boundary spanning roles and organization structure. Academy of Management Review, 2(2), 217–230.

  Google Scholar 

• Amis, R. (2007). You can’t ignore social media: how to measure internet efforts to your organization’s best advantage. Public Relations Tactics, 14(5), 10.

  Google Scholar 

• Arnone, L., Geerts, A., & Scoubeau, C. (2009). Implementing company-managed virtual communities as a relationship marketing tool: a decision systems analysis. Journal of Customer Behaviour, 8(1), 5–27.

  Article  Google Scholar 

• Bae, S., & Lee, T. (2011). Product type and consumers’ perception of online consumer reviews. Electronic Markets, 21(4), 255–266.

  Article  Google Scholar 

• Bergkvist, L., & Rossiter, J. R. (2007). The predictive validity of multiple-item versus single-item measures of the same constructs. Journal of Marketing Research, 44(2), 175–184.

  Article  Google Scholar 

• Bettencourt, L. A., Brown, S. W., & MacKenzie, S. B. (2005). Customer-oriented boundary-spanning behaviors: test of a social exchange model of antecedents. Journal of Retailing, 81(2), 141–157.

  Article  Google Scholar 

• Cronin, J. J., Brady, M. K., & Hult, G. T. M. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of Retailing, 76(2), 193–218.

  Article  Google Scholar 

• Dellarocas, C. (2003). The digitization of word of mouth: promise and challenges of online feedback mechanisms. Management Science, 49(10), 1407–1424.

  Article  Google Scholar 

• Dollinger, M. J. (1984). Environmental boundary spanning and information processing effects on organizational performance. Academy of Management Journal, 27(2), 351–368.

  Article  Google Scholar 

• Godfrey, A. L., Kathleen, S., & Voss, G. B. (2011). Enough is enough! The fine line in executing multichannel relational communication. Journal of Marketing, 75(July), 94–109.

  Article  Google Scholar 

• Heere, B., Walker, M., Yoshida, M., Ko, Y. J., Jordan, J. S., & James, J. D. (2011). Brand community development through associated communities: grounding community measurement within social identity theory. The Journal of Marketing Theory and Practice, 19(4), 407–422.

  Article  Google Scholar 

• Kandampully, J., & Suhartanto, D. (2000). Customer loyalty in the hotel industry: the role of customer satisfaction and image. International Journal of Contemporary Hospitality Management, 12(6), 346–351.

  Article  Google Scholar 

• Katz, D., & Kahn, R. L. (1978). The social psychology of organizations. New York: Wiley.

  Google Scholar 

• Kozinets, R. V. (1998). On netnography: initial reflections on consumer research investigations of cyberculture. Advances in Consumer Research, 25, 366–371.

  Google Scholar 

• Lee, J., & Lee, J. N. (2009). Understanding the product information inference process in electronic word-of-mouth: an objectivity–subjectivity dichotomy perspective. Information & Management, 46(5), 302–311.

  Article  Google Scholar 

• Lefier, R., & Delbecq, A. (1978). Organizational/environmental interchange: a model of boundary spanning activity. Academy of Management Review, 3(1), 40–50.

  Google Scholar 

• Leifer, R., & Huber, G. P. (1977). Relations among perceived environmental uncertainty, organizational structure, and boundary-spanning behaviour. Administrative Science Quarterly, 22, 235–247.

  Article  Google Scholar 

• Manev, I. M., & Stevenson, W. B. (2001). Balancing ties: boundary spanning and influence in the organization’s extended network of communication. Journal of Business Communication, 38(2), 183–205.

  Article  Google Scholar 

• Marrone, J. A., Tesluk, P. E., & Carson, J. B. (2007). A multi-level investigation of the antecedents and consequences of team member boundary spanning behaviour. Academy of Management Journal, 50(6), 1423–1439.

  Article  Google Scholar 

• McAlexander, J. H., Kim, S. K., & Roberts, S. D. (2003). Loyalty: the influences of satisfaction and brand community integration. Journal of Marketing Theory and Practice, 11(4), 1–11.

  Google Scholar 

• McKinney, V., Yoon, K., & Zahedi, F. (2002). The measurement of web-customer satisfaction: an expectation and disconfirmation approach. Information Systems Research, 13(3), 296–315.

  Article  Google Scholar 

• Neter, J., Kutner, M. H., Nachtsheim, C. J., & Wasserman, W. (1996). Applied linear regression models. Chicago: Irwin.

  Google Scholar 

• Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: a multi-item scale for measuring consumer perceptions of the service quality. Journal of Retailing, 64(1), 12–40.

  Google Scholar 

• Pavlou, P. A., & Dimoka, A. (2006). The nature and role of feedback text comments in online marketplaces: implications for trust building, price premiums, and seller differentiation. Information Systems Research, 17(4), 392–414.

  Article  Google Scholar 

• Puri, A. (2007). The web of insights - the art and practice of webnography. International Journal of Market Research, 49(3), 387–408.

  Google Scholar 

• Ray, M. L., & Sawyer, A. G. (1971). Repetition in media models: a laboratory technique. Journal of Marketing Research, 8(1), 20–29.

  Article  Google Scholar 

• Richter, A. W., West, M. A., Van Dick, R., & Dawson, J. F. (2006). Boundary spanners’ identification, intergroup contact, and effective intergroup relations. Academy of Management Journal, 49(6), 1252–1269.

  Article  Google Scholar 

• Rosenkopf, L., & Nerkar, A. (2001). Beyond local search: boundary-spanning, exploration, and impact in the optical disk industry. Strategic Management Journal, 22(4), 287–306.

  Article  Google Scholar 

• Springston, J. K., & Leichty, G. (1994). Boundary spanning activities in public relations. Journalism Quarterly, 71(3), 697–708.

  Article  Google Scholar 

• Tellis, G. J. (1988). Advertising exposure, loyalty, and brand purchase: a two-stage model of choice. Journal of Marketing Research, 15(2), 134–144.

  Article  Google Scholar 

• Thompson, S. A., & Sinha, R. K. (2008). Brand communities and new product adoption: the influence and limits of oppositional loyalty. Journal of Marketing, 72(6), 65–80.

  Article  Google Scholar 

• Tushman, M. L., & Scanlan, T. J. (1981a). Characteristics and external orientations of boundary spanning individuals. Academy of Management Journal, 24(1), 83–98.

  Article  Google Scholar 

• Tushman, M. L., & Scanlan, T. J. (1981b). BoundarysSpanning individuals: their role in information rransfer and their antecedents. Academy of Management Journal, 24(1), 298–305.

  Article  Google Scholar 

• Walden, E. (2000). Some value propositions of online communities. Electronic Markets, 10(4), 244–249.

  Article  Google Scholar 

• Xu, K., Liao, S. S., Li, J., & Song, Y. (2011). Mining comparative opinions from customer reviews for competitive intelligence. Decision Support Systems, 50(4), 743–754.

  Article  Google Scholar 

• You, W., Xia, M., Liu, L., & Liu, D. (2012). Customer knowledge discovery from online reviews. Electronic Markets, 22(3), 131–142.

  Article  Google Scholar 

• Zeithaml, V. A. (2000). Service quality, profitability, and the economic worth of customers: what we know and what we need to learn. Journal of the Academy of Marketing Science, 28(1), 67–85.

  Article  Google Scholar 

• Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. The Journal of Marketing, 60, 31–46.

  Article  Google Scholar 

Download references