David Brandt

David Brandt
Northern Kentucky University | NKU · Department of Communication

Doctor of Philosophy


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Publications (4)
This paper describes research focusing on how an organizational member’s role in the process—specifically, whether s/he is a consumer intelligence provider or a consumer intelligence user—may impact his/her assessment of organizational listening practices and effectiveness. After reviewing literature in three relevant areas of research, the paper d...
A growing body of research underscores the importance of how effectively (or poorly) organizations listen and respond to key external publics and stakeholders. This paper describes research focusing on how organizational hierarchy and member roles impact perceptions of organizational listening effectiveness, specifically the process of capturing, a...
While there is a rich literature on listening in interpersonal settings, studies of organizational listening have been comparatively scarce. A growing body of recent research, however, underscores the importance of how effectively (or poorly) organizations listen and attempt to respond to their respective publics and external stakeholders. This pap...
They say it is a top priority, but a majority of companies are not improving their customers' experiences. One reason is that many of these companies continue to struggle to put the voice of the customer (VOC) to work. Here we examine the specific challenges that are preventing companies from using VOC data to improve the customer experience, and o...


Cited By


Project (1)
With co-researcher Tim Levine, I am building a database of studies that measure lie frequency (i.e., number of lies per a standard unit ... day, week, n-text messages, n-events, etc.). If you have data from a published study, or unpublished data, that you can share for inclusion in this prevalence meta-analysis, please contact me through ResearchGate or directly at serota@oakland.com. Please indicate how you want your data cited.