UNIVERSITY OF ARIZONA
Do actions speak louder than words? New technology is making two types of consumer interactions increasingly important: word-of-mouth learning from others' words (online product reviews posted by existing users) and observational learning from others' purchase actions (revealed through recommendation agents at seller's website). Which of these, words or actions, is most persuasive? How do they jointly impact consumer purchase behavior and product sales? Dr. Chen, an expert in on-line product information, offers answers to these questions based on his extensive studies of various online information sources and markets. Dr. Chen received his Ph. D. in Marketing from the University of Florida. He currently teaches marketing strategy and international marketing at the Eller College of Management at the University of Arizona. His current research investigates strategic implications of different consumer social interactions and how various product reviews are changing the landscape of marketing strategy. His research has been published in leading academic marketing journals such as Marketing Science and Marketing Letters.