I study the consumption and production of language. My research examines things like how and why consumers talk about products in reviews and social media, the words service and salespeople use when speaking to customers, how people consume the things other people say in these persuasion settings, and how language is consumed as part of cultural products (e.g., lyrics, articles, labels).
My work has been covered by CBC, The Globe and Mail, Harvard Business Review, National Geographic, NPR, and The Wall Street Journal and others. My original research appears at outlets such as the Journal of Consumer Psychology, Journal of Consumer Research, Journal of Marketing Research, Marketing Science, Psychological Science, and MIT Sloan Management Review. I currently serve as a member of the editorial review board at the Journal of Consumer Psychology, Journal of Consumer Research, and the Journal of Marketing.
Discover Magazine, "People Like Songs About 'You'"
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?"
Globe and Mail, "Attention Online Shoppers: Beware the Know-it-All Reviewers"