Paul W. Fombelle

Paul W. Fombelle
Northeastern University | NEU · Marketing

Doctor of Philosophy

About

22
Publications
35,957
Reads
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1,246
Citations
Citations since 2016
15 Research Items
1210 Citations
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2016201720182019202020212022050100150200250
2016201720182019202020212022050100150200250
2016201720182019202020212022050100150200250
Introduction
Skills and Expertise
Additional affiliations
August 2010 - February 2015
Northeastern University
Position
  • Research Assistant

Publications

Publications (22)
Article
Full-text available
A growing population of older adults is living alone, yet little is known about their need to maintain a sense of autonomy. In this study, an interdisciplinary team of design, nursing, and marketing researchers examined the patterns of older adults’ autonomy and proposed a service to assist their life transitions. The objectives include: (1) explor...
Preprint
Full-text available
While work in fields of CSCW (Computer Supported Collaborative Work), Psychology and Social Sciences have progressed our understanding of team processes and their effect performance and effectiveness, current methods rely on observations or self-report, with little work directed towards studying team processes with quantifiable measures based on be...
Article
The COVID-19 pandemic has transformed the way services are delivered. In this editorial, we shine a light on how frontline service employees are coping with the changing work environment. Leveraging insights from a critical incident technique data collection, we identify challenges related to employee morale, interfacing with service consumers, and...
Article
Prior research has established that it is valuable for members to have strong organizational identification with nonprofit service organizations. However, research has not examined whether and how members are influenced by other members of a nonprofit. This paper analyzes how peer identification influences member retention and donations using surve...
Article
The phrase the “customer is always right” assumes that customers provide universal benefits for firms. However, in recent years, customer deviance is on the rise and the academic literature has provided little insight into the drivers of deviance, the actual behaviors, and strategies for how managers can better manage a customer base that cannot be...
Conference Paper
Teamwork is becoming an important element of gameplay. Many games nowadays incorporate teamwork in one form or another. As a result, many game researchers have investigated aspects of teamwork. However, we have yet to develop effective surveys to gauge how people strategize or problem solve together within different games, and how such games enable...
Chapter
Full-text available
Residential care communities provide services that allow individuals with chronic health conditions to live independently, yet the transition from the home environment to a residential care community may be associated with loss of autonomy. Services that aim to promote autonomy in the residential care setting have the potential to improve quality o...
Chapter
Full-text available
Managerial interest in facilitating online communities is thriving. We provide an overview of the current literature on community engagement from which we conclude that community engagement is investigated in various settings (in B2B and B2C environments), with various purposes (e.g., product support, brand communities), and shows somewhat mixed ou...
Conference Paper
Full-text available
In this paper we explore the concept of autonomy and its impact on health for older adults living with chronic illness. With the world's population growing older, along with increased incidence of disease, much needs to be done to mitigate the burden of illness for the health of the person, communities and the nation. Part of the solution of growin...
Article
Full-text available
Service researchers have emphasized the importance of studying the service experience, which encompasses multiple service encounters. Although the reflection on a series of service encounters has increased, the scope of research in this space remains narrow. Service research has traditionally concentrated on understanding, measuring and optimizing...
Article
Full-text available
In two studies (a longitudinal field experiment with an established business-to-consumer national chain, and a field experiment with a business-to-business software manufacturer), the authors demonstrate that starting a survey with an open-ended positive solicitation increases customer purchase behavior. Study 1, a longitudinal field experiment, sh...
Article
Service innovation acts as society's engine of renewal and provides the necessary catalyst for the service sector's economic growth. Despite service innovation's importance, the concept remains fuzzy and poorly defined. Building on an extensive and systematic review of 1046 academic articles, this research investigates and explores how service inno...
Article
Full-text available
Research on service innovation appears in several research disciplines, with important contributions in marketing, management, and operations research. Although the concept is widely used, few research papers have explicitly defined service innovation. This dearth of research is the motivation for the present study. Through a systematic review of 1...
Article
Abstract Although companies receive a staggering amount of ideas from consumers, only a small fraction of the ideas are actually usable, with as many as 98% being rejected. This research examines the influence of firms’ responses to consumer generated ideas on consumers’ self-perceptions of face and their tendency to return in the future with more...
Chapter
In today’s competitive business landscape many companies are increasingly encouraging customers to take a more active role in producing goods and services. Many researchers have argued that inviting customers to co-produce enhances service quality and satisfaction (Meuter and Bitner 1998). To date, little is known on how a company should respond wh...
Article
Full-text available
Customer support is critical for the success of business-to-business (B2B) service firms. A key issue such firms face is how to reduce customers’ reliance on traditional support service. B2B companies are increasingly turning to firm hosted virtual peer-to-peer problem-solving (P3) communities to fulfill some of their customer support service needs...
Article
Word of mouth (WOM), long recognized as a highly influential source of information, has taken on new importance with the proliferation of online WOM. Research in online environments has focused on individuals who actively participate in generating WOM. However, over 90% of those that read WOM are non-participants, commonly called “lurkers.” This pa...
Article
Full-text available
Marketers want to encourage constituents to strongly identify with their organizations, because organizational identification contributes to positive firm outcomes. However, the extant research on organizational identity largely has overlooked the fact that an individual’s “self” actually is a collection of multiple social identities. This study is...

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