Understanding the Emotional and Informational Influence on Customer Knowledge Contribution through Quantitative Content Analysis
- Xiaolei Wang, School of Management, Harbin Institute of Technology, Harbin, Heilongjiang Province, China
- Terence T. Ow, Department of Management, Marquette University, Milwaukee, Wisconsin, United States
- Yuqiang Feng, School of Management, Harbin Institute of Technology, Harbin, Heilongjiang Province, China
- Luning Liu, Harbin Institute of Technology, Harbin, China
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.
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