As I mentioned on the OC Report blog…
Apologies in advance for being way too excited about this!
Francois from the Future of Communities blog just posted an article with access to the full research that Prof. Paul Dholokia from Rice conducted for the Ebay article in the October issue of HBR.
Customer service communities at eBay (full research paper available)
You may recall Jim mentioning the article on the OC Report blog back in November here.