Huntsman School of Business. His research focuses on how customer-contact professionals (e.g. salespeople and service employees) influence the different decisions that consumers make. Current research projects address such topics as restrictions to consumer choice in financial services; the holistic perspective of customer feedback management, including the positive benefits of compliment and advice-giving behaviors; and customer engagement in online communities. He received his Ph.D. from Oklahoma State University. His research has appeared in the Journal of Service Research and Psychology & Marketing. Prior to his academic career, Sterling worked as a sales professional in residential and commercial real estate. He can be reached at sterling.bone@usu.edu.