Open Access. Powered by Scholars. Published by Universities.®
Social and Behavioral Sciences Commons™
Open Access. Powered by Scholars. Published by Universities.®
- Discipline
Articles 1 - 2 of 2
Full-Text Articles in Social and Behavioral Sciences
Who’S Got My Back? Comparing Consumers’ Reactions Topeer‐Provided And Firm‐Provided Customer Support, Lan Jiang, Matthew O'Hern, Sara Hanson
Who’S Got My Back? Comparing Consumers’ Reactions Topeer‐Provided And Firm‐Provided Customer Support, Lan Jiang, Matthew O'Hern, Sara Hanson
Marketing Faculty Publications
This study demonstrates that when an individual encounters a product‐related problem, fellow consumers (i.e., one’s peers) have a unique advantage in providing social support to the affected consumer. Specifically, we find that social support can be a dominant driver of consumer satisfaction when the risk of customer defection is at its highest (i.e., following an unsuccessful attempt to solve the consumer’s problem). Using real‐world data from an online support community, a pilot study finds that if the problem that a consumer faces goes unsolved, satisfaction is greater when consumers receive peer‐provided versus firm‐provided support. Study 1 replicates this finding in …
Strategies Employed By Community-Based Service Providers To Address Hiv-Associated Neurocognitive Challenges: A Qualitative Study, Renato M. Liboro, Sean B. Rourke, Francisco Ibanez-Carrasco, Andrew Easton, Daniel Pugh, Claudia Medina, Allan Rae, Paul A. Shuper, Lori E. Ross
Strategies Employed By Community-Based Service Providers To Address Hiv-Associated Neurocognitive Challenges: A Qualitative Study, Renato M. Liboro, Sean B. Rourke, Francisco Ibanez-Carrasco, Andrew Easton, Daniel Pugh, Claudia Medina, Allan Rae, Paul A. Shuper, Lori E. Ross
Psychology Faculty Research
Background: HIV-associated neurocognitive disorders and other causes of neurocognitive challenges experienced by people living with HIV (PLWH) persist as public health concerns in developed countries. Consequently, PLWH who experience neurocognitive challenges increasingly require social support and mental health services from community-based providers in the HIV sector. Methods: Thirty-three providers from 22 AIDS service organizations across Ontario, Canada, were interviewed to determine the strategies they used to support PLWH experiencing neurocognitive difficulties. Thematic analysis was conducted to determine key themes from the interview data. Results: Three types of strategies were identified: (a) intrapersonal, (b) interpersonal, and (c) organizational. Intrapersonal strategies involved …