Willemijn M. van Dolen

Willemijn M. van Dolen
University of Amsterdam | UVA

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51
Publications
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3,901
Citations

Publications

Publications (51)
Chapter
Greenwashing, a form of deceptive marketing where organizations attempt to convince consumers that their offerings and operations are environmentally sound, can cause lasting damage to sustainability efforts by confusing consumers and eroding trust in genuine pro-sustainability actions. Nonetheless, capturing greenwashing “in the wild” remains chal...
Article
Social media platforms are becoming increasingly important marketing channels, and recently these channels are becoming dominated by content that is not textual, but visual in nature. In this paper, we explore the relationship between the visual complexity of firm-generated imagery (FGI) and consumer liking on social media. We use previously valida...
Chapter
Graphs offer a natural abstraction for modeling complex real-world systems where entities are represented as nodes and edges encode relations between them. In such networks, entities may share common or similar attributes and may be connected by paths through multiple attribute modalities. In this work, we present an approach that uses semantically...
Article
Visual-based social media are growing exponentially and have become an integrated part of the customer engagement strategy of many brands. Prior work points to the textual message content as a driver of customer engagement behavior. So far, little is known about the impact of visual message content, specifically visual emotional and informative app...
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Purpose – Volunteers at child helplines play an important role in providing support for children, so keeping them satisfied during encounters is crucial to continue helping children. The purpose of this study is to understand how children’s perceptions of instrumental and emotional support (partner effects) influence volunteer encounter satisfactio...
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Child helplines provide free, accessible, and confidential support for children suffering from issues such as violence and abuse. Helplines lack the barriers often associated with the use of many other health services; and for many children, the helpline is the first point of contact with any kind of child protection and an important venue to go to...
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In today’s multichannel retail environment, consumers’ experiences in one channel influence their perceptions of another channel. Specifically, consumer evaluations of a firm’s online store have been found to be influenced by consumer interactions with the firm’s in‐store personnel. This paper is among the first to address this assumption and test...
Conference Paper
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Social media has become an important tool in marketing for companies to communicate with their consumers. Firms post content and consumers express their appreciation for the brand by following them on social media and/or by liking the rm generated content. Understanding the consumers' attitudes towards a particular brand on social media (i.e. likin...
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Purpose The authors investigate how employee social support impacts children’s perceptions of service quality of a child helpline chat service and the chatters’ immediate well-being. Specifically, the purpose of this study is to examine how action-facilitating support, nurturant support and emotional reflections influence the children and to test...
Article
This paper proposes and tests a model to explain how consumers’ perceptions of product presentation technologies may affect online impulse buying. Data from a laboratory experiment (N = 212), which were analyzed using a structural equation modeling approach, showed that vividness and interactivity of online product presentations increased the parti...
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Firms increasingly use social network sites to reach out to customers and proactively intervene with observed consumer messages. Despite intentions to enhance customer satisfaction by extending customer service, sometimes these interventions are received negatively by consumers. We draw on privacy regulation theory to theorize how proactive custome...
Article
Although previous research has identified red as the color of compliance, the current work proposes that this effect of red may not hold under high sensation-seeking propensity conditions. It is argued that the color red has the capability to induce arousal, which in turn has been shown to enhance a person's default tendencies. Further, because hig...
Conference Paper
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Brand-related user posts on social networks are growing at a staggering rate, where users express their opinions about brands by sharing multimodal posts. However, while some posts become popular, others are ignored. In this paper, we present an approach for identifying what aspects of posts determine their popularity. We hypothesize that brand-rel...
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Although several studies have looked at the effects of online product presentations on consumer decision making, no study thus far has considered a potential key factor in online product evaluations: tangibility. The present study aims at filling this gap by developing and testing a model that relates different online product presentation formats t...
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Despite large interest in CSR in China, the role of consumers has been underexplored in empirical research, with studies mainly focused on specific subcomponents of CSR, based on evidence from small, urban samples. Using a country-wide consumer survey, this article examines 1) how Chinese consumers perceive CSR and its components; 2) whether their...
Article
Co-creation communities allow companies to utilize consumers’ creative thinking in the innovation process. This paper seeks to understand the role of sentiment in user co-creation. The results suggest that management style can affect the success of co-creation communities. Specific employees’ communication styles, the sentiments embedded in the mes...
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Full text available open access at https://link.springer.com/article/10.1007/s10551-015-2727-9 The growing body of literature on partnerships has paid most attention to their implications at the macro level, for society, as well as the meso level, for the partnering organisations. While generating many valuable insights, what has remained underex...
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Hierarchical multi-label classification assigns a document to multiple hierarchical classes. In this paper we focus on hierarchical multi-label classification of social text streams. Concept drift, complicated relations among classes, and the limited length of documents in social text streams make this a challenging problem. Our approach includes t...
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While most research on business–nonprofit partnerships has focused on macro and meso perspectives, this article pays attention to the micro level. Drawing on various theoretical perspectives from both marketing and management, this study conceptually relates the outcomes of active employee participation in such partnerships to consumer self-interes...
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Both academics and practitioners have shown great interest in complaints that customers share online. However, most brand-related messages on social network sites evaluate firms and/or their products positively. To date, it remains unclear what is the most effective strategy for handling this positive buzz. In a series of three studies, we investig...
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To contribute to the debate on the role of social media in responsible business, this article explores blogger buzz in reaction to food companies’ press releases on health and obesity issues, considering the content and the level of fit between the CSR initiatives and the company. Findings show that companies issued more product-related initiatives...
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Purpose – The purpose of this paper is to explore consumers' responses to social alliances, a specific type of corporate social marketing in which companies cooperate with non-profit organizations. This paper extends previous studies that suggested that a social marketing effort may be a “double-edged sword” with regard to companies' marketing obje...
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The authors investigate how perceived customer value can be translated into economic returns for online social network sites (SNS). The (joint) impact of two value propositions, social capital and entitativity, is assessed. Perceived economic and social customer value are investigated as outcomes of these propositions. Two studies reveal that entit...
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Objective: This study examined the influence of community unemployment and divorce rate on child help-seeking behavior about violence and relationships via a telephone and Internet helpline. Methods: Time series analysis was conducted on monthly call volumes to a child helpline ('De Kindertelefoon') in the Netherlands from 2003 to 2008 and on th...
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Confronted with public concerns about health and obesity, food companies are taking several measures. However, it is unclear to what extent they should communicate these policies. This article explores reactions in the blogosphere to health-related announcements by large food companies. Results show that taste-related announcements generate not onl...
Article
This research examines whether consumer cynicism about collective buying depends on consumers’ observations of fellow buyers being treated unfairly in a cobuying context. Prosocial consumers should differ from proself consumers in their level of cynicism, because they value equality in outcomes. Study 1 reveals that prosocials become cynical if oth...
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By performing tasks traditionally fulfilled by service personnel and having a humanlike appearance, virtual customer service agents bring classical service elements to the web, which may positively influence customer satisfaction through eliciting social responses and feelings of personalization. This paper sheds light on these dynamics by proposin...
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Cross-sector social partnerships are often studied from a macro and meso perspective, also in an attempt to assess effectiveness and societal impact. This article pays specific attention to the micro perspective, i.e. individual interactions between and within organizations related to partnerships that address the ‘social good’. By focusing on the...
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The advantages of the bricks-and-clicks retail format in the battle for the online customer has been widely discussed but empirical research on it has been limited. We applied a multi-channel store image perspective to assess its influence on online purchase intentions. Drawing on a sample of 630 customers of a large music retail store in the Nethe...
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Past research on B2C relationships has typically focused on unidimensional constructs of satisfaction, trust, and commitment, ignoring underlying psychological dimensions. Although some studies have examined cognitive and affective dimensions of these relational constructs, dual sequential effects in relationship formation have not been investigate...
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This study is one of the first to provide insight into the relationships between the online store and consumer impulsive decision-making. We develop a model and show how online store merchandise, ease of use (high task-relevant cues), enjoyment and style (low task relevant cues) relate to online impulse buying. The model is tested using survey data...
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In the past decade, a sizeable body of literature has built up on the concept and characteristics of corporate social responsibility (CSR) in Western countries, where it has also been referred to as sustainability. More recently, attention has grown for CSR in emerging countries. Remarkably, China has hardly been studied so far. This paper aims to...
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Purpose Although research is emerging, the knowledge base on the evaluative determinants of the effectiveness of corporate employment web sites is still limited. This paper attempts to narrow this gap by investigating how potential job applicants' evaluations of web site content‐ and form‐related attributes contribute to corporate employment web si...
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By means of an experimental design, we investigate the moderating effect of humor on the interplay between process and outcome in terms of customer evaluations of the electronic service encounter. We conclude that a favorable process mitigates an unfavorable outcome in terms of enjoyment, satisfaction, and behavioral intentions when related humor i...
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Cet article étudie les groupes de discussion commerciale en ligne par le prisme de la théorie de la structuration. Les résultats confirment l'influence des attributs technologiques perçus (le contrôle, le plaisir, la fiabilité, la vitesse et la facilité d'utilisation) et des caractéristiques du groupe de discussion (implication du groupe, similarit...
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This study examines online commercial group chat from a structuration theory perspective. The findings support the influence of perceived technology attributes (control, enjoyment, reliability, speed, and ease of use) and chat group characteristics (group involvement, similarity, and receptivity) on customer satisfaction and the moderating role of...
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This study is one of the few empirical works addressing the impact of offline and online store impressions on consumer online purchase intentions. Building upon the literature on store image and consumer online purchasing, we propose positive effects of online store image and suggest mixed influences of offline store image perceptions. Drawing on a...
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This article introduces the idea of moderated group chat (MGC) on the Internet. Building upon existing theory from the research stream on group dynamics, we examine the possible influence of efficacy beliefs on customer’s satisfaction with MGC. Specifically, we focus on the influence of self- and group-efficacy beliefs at multiple levels of analysi...
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Our study examines the effect of customer emotions and contact employee performance in creating encounter and relationship satisfaction. It investigates the performance of the contact employee from an interactive perspective by specifying the employee performance into employee-specific and interaction-induced behaviors, using a multilevel approach....
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Although researchers have suggested that the performance of the salesperson during sales encounters is critical, many of the underlying mechanisms that govern the interaction between salespersons and customers are still unclear. In this research, we investigate sales encounters from a new approach based on the field of research of interpersonal per...
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In this paper, the focus is on a new type of electronic service encounter called Moderated Group Chat (MGC). MGC is defined as on-line, real-time interactions between groups of customers with an active coordinating role for a company representative and a commercial objective. Based on the technology acceptance model, we develop a conceptual framewo...
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This research explores the effect of emotion on satisfaction with after sales services. Emotional content is derived from the respondent's answers to the so-called critical incident question in order to classify the information according to established categories and the object responsible for evoking the emotional response. The emotional content i...

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