I study the production and consumption of language, ranging from how and why consumers talk about products and services in online reviews and communities, to the words customer service and salespeople use when speaking to customers, to how language is consumed as a product (e.g., song lyrics, articles). I explore these topics in relation to theory on self-presentation, social perception, and persuasion.
My work has appeared at peer-reviewed journals including the Journal of Consumer Psychology, Journal of Consumer Research, Journal of Marketing Research, Marketing Science, Psychological Science, and MIT Sloan Management Review, and is frequently presented at major conferences. Research I'm involved in has been covered by media including CBC, The Globe and Mail, Harvard Business Review, National Geographic, NPR, and The Wall Street Journal.
MIT Sloan Management Review, "Speaking to Customers in Uncertain Times"
Harvard Business Review, "The Words and Phrases to Use When Talking to Customers"
Wall Street Journal, "Why Customer Service Reps Should Say 'I,' Not 'We'"
Globe and Mail, "Why Saying 'I' and not 'We' Matters When Engaging Customers"
The Atlantic, "Psychology's Replication Crisis is Running Out of Excuses"
Psychology Today, "Why Do Some Songs Become Popular?"
Knowledge at Wharton, "Words Matter: How Lyrics Help Songs Top the Charts"
Globe and Mail, "Attention Online Shoppers: Beware the Know-it-All Reviewers"