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Can you hear me now? Learning from customer stories
16 references·8 citing·36 second hop
Can you hear me now? Learning from customer stories (2011)Can you hear me now? 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Exploring companies' CSR disclosure on social media before COVID-19 outbreak (2022)Were we prepared to face a pa…A Critical Plot Twist: Changing Characters and Foreshadowing the Future of Organizational Storytelling (2019)A Critical Plot Twist: Changi…Exploring the effect of user engagement in online brand communities: Evidence from Twitter (2017)Exploring the effect of user …Dissatisfaction and violation: two distinct consequences of the wait experience (2015)Dissatisfaction and violation…DANCING WITH THE PARADOX — SOCIAL MEDIA IN INNOVATION THROUGH COMPLEXITY LENS (2014)DANCING WITH THE PARADOX — SO…A framework for dealing with fundamental knowledge problems through social media (2014)A framework for dealing with …Telling more than we can know: Verbal reports on mental processes. 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(1999)The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty (2001)Understanding Customer Experience Throughout the Customer Journey (2016)Disrupted Routines: Team Learning and New Technology Implementation in Hospitals (2001)What Kind of Citizen? The Politics of Educating for Democracy (2004)When Work And Family Are Allies: A Theory Of Work-Family Enrichment (2006)Using Technology and Constituting Structures: A Practice Lens for Studying Technology in Organizations (2000)The Network Paradigm in Organizational Research: A Review and Typology (2003)Why should i share? examining social capital and knowledge contribution in electronic networks of practice (2005)
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References

  • 1954The critical incident technique.8,184 cited
  • 1998Consumers and Their Brands: Developing Relationship Theory in Consumer Research7,540 cited
  • 2007Critical Incident Technique5,287 cited
  • 1997Talking about Machines: An Ethnography of a Modern Job2,005 cited
  • 1993The Voice of the Customer1,969 cited
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  • 2007Empathy and the Novel1,089 cited
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  • 2008Groundswell: winning in a world transformed by social technologies787 cited
  • 1997Rethinking Market Research: Putting People Back In626 cited
  • 1997Interpreting Consumers: A Hermeneutical Framework for Deriving Marketing Insights from the Texts of Consumers' Consumption Stories571 cited
  • 2010On the origin of stories: evolution, cognition, and fiction531 cited
  • 1981Intepreting Consumer Mythology: A Structural Approach to Consumer Behavior445 cited
  • 2000The Springboard: How Storytelling Ignites Action in Knowledge-Era Organizations425 cited
  • 1996Organizational story and storytelling: a critical review

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337 cited
  • 2001The Springboard: How Storytelling Ignites Action in Knowledge‐era Organizations234 cited
  • Cited by

    • 2017Exploring the effect of user engagement in online brand communities: Evidence from Twitter148 cited
    • 2019A Critical Plot Twist: Changing Characters and Foreshadowing the Future of Organizational Storytelling50 cited
    • 2015Dissatisfaction and violation: two distinct consequences of the wait experience41 cited
    • 2023An empirical investigation of repeated donations on crowdfunding platforms during COVID-1923 cited
    • 2014A framework for dealing with fundamental knowledge problems through social media11 cited
    • 2014DANCING WITH THE PARADOX — SOCIAL MEDIA IN INNOVATION THROUGH COMPLEXITY LENS11 cited
    • 2022Were we prepared to face a pandemic? Exploring companies' CSR disclosure on social media before COVID-19 outbreak11 cited
    • 2025From “Seed-Planting” to “Soil-Cultivating”: A Mindfulness-Oriented New Model for E-Commerce Community Development0 cited