Understanding the Emotional and Informational Influence on Customer Knowledge Contribution through Quantitative Content Analysis

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dc.contributor.authorWang, Xiaolei
dc.contributor.authorOw, Terence T.
dc.contributor.authorFeng, Yuqiang
dc.contributor.authorLiu, Luning
dc.date.accessioned2019-01-03T00:39:19Z
dc.date.available2019-01-03T00:39:19Z
dc.date.issued2019-01-08
dc.description.abstractCustomer knowledge contribution is a vital source of business value. Existing studies paid limited attention to emotional influence on knowledge contribution. Drawing upon social support theory, this study attempts to elaborate the influence of emotional support and informational support on knowledge contribution of customers in a firm-hosted online community. Through quantitative content analysis including product feature extraction and sentiment analysis, we analyzed content data from 2318 users. A set of research hypotheses were tested via regression analysis of panel data. We found that informational support (information diagnosticity and source credibility) and emotional support (emotional consistency and emotional difference) significantly affect customer knowledge contribution. This study contributes to knowledge contribution literature by showing the emotional and informational influence, and provides insights for community managers.
dc.format.extent10 pages
dc.identifier.doi10.24251/HICSS.2019.667
dc.identifier.isbn978-0-9981331-2-6
dc.identifier.urihttp://hdl.handle.net/10125/59990
dc.language.isoeng
dc.relation.ispartofProceedings of the 52nd Hawaii International Conference on System Sciences
dc.rightsAttribution-NonCommercial-NoDerivatives 4.0 International
dc.rights.urihttps://creativecommons.org/licenses/by-nc-nd/4.0/
dc.subjectKnowledge Flow, Transfer, Sharing, and Exchange
dc.subjectKnowledge Innovation and Entrepreneurial Systems
dc.subjectcustomer knowledge contribution, emotional consistency, emotional difference, firm-hosted online community, informational support
dc.titleUnderstanding the Emotional and Informational Influence on Customer Knowledge Contribution through Quantitative Content Analysis
dc.typeConference Paper
dc.type.dcmiText

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