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abstract: In two thematically related chapters, I explore the benefits incurred as companies actively respond to consumers who share positive word of mouth in digital environments (eWOM). This research takes a multi-method approach by first addressing the psychological impact of company response on the sharing consumer, followed by an examination of real behavioral consequences in a social media setting. Across six studies in Chapter 1, I find support for a conceptual model indicating that consumers who receive a company response to their positive eWOM experience greater satisfaction compared to no response, leading to increased intentions to engage in future positive eWOM on behalf of the company, both through social media and online review websites. Furthermore, I find that consumer perceptions of response personalization lead to judgments of company effort and that these two elements mediate the effect of response on consumer satisfaction. In Chapter 2, using a dataset of firm responses to positive consumer feedback on Twitter (tweets) from 79 apparel retailers, I find that company responses to positive consumer tweets can generate consumer engagement behavior in the form of continued interaction. Company responses that use consumer-oriented language increase the likelihood of consumer interactivity. However, this effectiveness depends on whether the consumer's audience is the company or their broader network of followers. I also show that, in some conditions, companies achieve higher consumer engagement by personalizing responses with the consumer's name. Together, the findings from these two chapters point to the need for companies to strategically practice positive eWOM management, both to promote consumer engagement behaviors and to avoid the negative outcomes associated with unresponsiveness. / Dissertation/Thesis / Doctoral Dissertation Business Administration 2017

Les études récentes sur les Interactions Homme-Machine ont intégré la dimension émotionnelle dans l'évaluation de l'expérience de l'utilisateur. En effet, un nouveau courant de recherche est apparu à savoir l'informatique affective, qui a donné lieu à une nouvelle génération de jeux vidéo capables d'interagir avec l'utilisateur en prenant en considération ses émotions, appelée jeux vidéo affectifs. L’objectif principal de ces jeux est de garder le joueur engagé durant la session du jeu. Pour y arriver, le jeu vidéo doit mesurer et réguler l‘état émotionnel du joueur en ajustant ses différents composants. Malgré le nombre important des recherches qui visent à améliorer le processus de détection émotionnelle, toutes les mesures utilisées jusqu'à présent ont montré certaines limites à cause de la complexité d'interprétation du concept émotionnel. Dans le présent travail, nous proposons de mesurer et soutenir l'engagement mental du joueur dans un environnent de jeu vidéo. Nous avons d’abord développé une première version de jeu vidéo et nous avons conduit une première étude expérimentale pour mesurer l'engagement mental du joueur à partir d'un index d’engagement mental extrait des données de l’activité cérébrale du joueur et plus précisément l’électroencéphalographie (EEG). Nous avons ensuite développé une deuxième version de jeu vidéo capable de capter l'état d'engagement mental (engagé, désengagé) du joueur et de déclencher un ensemble de stratégies d'engagement. Finalement, nous avons réalisé une deuxième étude expérimentale pour vérifier la capacité de ces stratégies à corriger l'état de manque d'engagement (désengagement) à augmenter et à maintenir le niveau d'engagement du joueur durant le jeu. Mots-clés : jeux vidéo, engagement mental, émotions, électroencéphalographie, stratégies d’engagement. / Recent studies in human-machine interactions have integrated the emotional dimension into the evaluation of the user’s experience. Indeed, a new current research has emerged, namely affective computing, which has given rise to a new generation of video games capable of interacting with the user taking into consideration his emotions, called affective video games. The main objective of the games is to keep the player engaged during the game session. To achieve this, the video game must measure and regulate the player’s emotional state by adjusting its different components accordingly. Although the large number of researches that aim to improve emotional detection processes, all the measures used up to now have shown some limitations, because of the complexity of the emotional concept interpretation. In this work, we add to these studies by formally proposing to measure and support the player’s mental engagement in a video game environment. First, we developed a first version of video game and we conducted a first experimental study to measure the player’s mental engagement from a mental engagement index extracted from the player’s brain activity data, and more precisely Electroencephalography (EEG). Second, we developed a second version of video game capable of capturing the player’s mental engagement state (engaged, disengaged) and triggering a set of engagement strategy. Finally, we carried out a second experimental study to verify the ability of these strategies to correct the engagement lack state (disengagement) and to increase and maintain the player engagement level during the game. Keywords: video games, mental engagement, emotions, electroencephalography, engagement strategy.

Socioeconomic study is a procedure that ensures that the likely positive and negative impact of a new project on the socioeconomic life of a community is taken into account. It has become a crucial part of sustainable development process. The understanding of socioeconomic study procedures is an increasing necessity for all those involved in the process. Similarly, proper knowledge of the function of socioeconomic study during the environmental impact assessment (EIA) process is of paramount importance for the mitigation of the likely effects of the new development. Furthermore, as the world is gradually growing into a global village, it has become increasingly imperative that organizations integrate the people in their operations' areas in the overall objective of their businesses. Community engagement (CE) is a partnership process that can be used to assess and manage the problem affecting the well-being of a community because of a new development. This research work used the SWOT matrix technique to develop a management framework that companies can use to manage their weaknesses and threats because of inadequate community engagement strategy. To achieve this, the work evaluated the extent to which socioeconomic study is integrated into the EIA processes. It also assessed the extent to which oil companies are using community engagement as a development strategy. The findings of this dissertation revealed that oil explorations in the Niger Delta area have affected the well-being of the people both positively and negatively. Unfortunately, their negative impact outweighed their positive impact. Although they carry out socioeconomic studies, they have been neglecting the recommendations reported in the socioeconomic study document by experts. The level of community engagements therefore has also been very poor. SWOT matrix technique was used to develop the management framework for each company based on the perceived strengths, weaknesses, opportunities and threats of the companies as revealed in this research. This should serve as a guide for the companies in their CE strategies. / Thesis (M.Ing. (Development and Management Engineering))--North-West University, Potchefstroom Campus, 2009.

Socioeconomic study is a procedure that ensures that the likely positive and negative impact of a new project on the socioeconomic life of a community is taken into account. It has become a crucial part of sustainable development process. The understanding of socioeconomic study procedures is an increasing necessity for all those involved in the process. Similarly, proper knowledge of the function of socioeconomic study during the environmental impact assessment (EIA) process is of paramount importance for the mitigation of the likely effects of the new development. Furthermore, as the world is gradually growing into a global village, it has become increasingly imperative that organizations integrate the people in their operations' areas in the overall objective of their businesses. Community engagement (CE) is a partnership process that can be used to assess and manage the problem affecting the well-being of a community because of a new development. This research work used the SWOT matrix technique to develop a management framework that companies can use to manage their weaknesses and threats because of inadequate community engagement strategy. To achieve this, the work evaluated the extent to which socioeconomic study is integrated into the EIA processes. It also assessed the extent to which oil companies are using community engagement as a development strategy. The findings of this dissertation revealed that oil explorations in the Niger Delta area have affected the well-being of the people both positively and negatively. Unfortunately, their negative impact outweighed their positive impact. Although they carry out socioeconomic studies, they have been neglecting the recommendations reported in the socioeconomic study document by experts. The level of community engagements therefore has also been very poor. SWOT matrix technique was used to develop the management framework for each company based on the perceived strengths, weaknesses, opportunities and threats of the companies as revealed in this research. This should serve as a guide for the companies in their CE strategies. / Thesis (M.Ing. (Development and Management Engineering))--North-West University, Potchefstroom Campus, 2009.