New research offers new perspective on word of mouth
Monday, May 10th, 2010Last Friday I spoke at the Consumer Insights Conference hosted by the Yale School of Management. I was particularly intrigued by another presentation given by Sarah Moore, assistant professor at the University of Alberta, titled “Some things are better left unsaid: How word of mouth influences the speaker.” Because Sarah’s work provides a new perspective on word of mouth (WOM), with a focus on the speaker rather than the listener, her findings have interesting implications for customer service.



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