The DOI matches its Crossref record; 13 of the 13 references it cites were found in a registry or an index.
Beyond the Call of Duty: Why Customers Contribute to Firm-hosted Commercial Online Communities
Abstract
Firm-hosted commercial online communities, in which customers interact to solve each other's service problems, represent a fascinating context to study the motivations of collective action in the form of knowledge contribution to the community. We extend a model of social capital based on Wasko and Faraj (2005) to incorporate and contrast the direct impact of commitment to both the online community and the host firm, as well as reciprocity, on quality and quantity of knowledge contribution. In addition, we examine the moderating influence of three individual attributes that are particularly relevant to the firm-hosted community context: perceived informational value, sportsmanship, and online interaction propensity. We empirically test our framework using self-reported and objective data from 203 members of a firm-hosted technical support community. In addition to several interesting moderating effects, we find that a customer's online interaction propensity, commitment to the community, and the informational value s/he perceives in the community are the strongest drivers of knowledge contribution.
Overview
The claims and statistics of this paper haven’t been checked yet.
Run the check — free, no account needed. It reads the open-access text and checks the sources it cites.
Integrity signals
Registry
Cites
Statistics
Verification
Claims the paper makes
The claims and statistics of this paper haven’t been checked yet.
Run the check — free, no account needed. It reads the open-access text and checks the sources it cites.
Self-check
Percentages, sums and reported differences re-computed from the paper’s own numbers.
The self-check needs the paper’s full text.
Citations
Cites
Evaluating Structural Equation Models with Unobservable Variables and Measurement Error
Fornell, C., & Larcker, D. F. (1981) · Journal of Marketing Research · doi:10.2307/3151312 · Cited by 109,314
Evaluating structural equation models with unobservable variables and measurement error
Fornell, C., & Larcker, D. F. (1981) · Journal of Marketing Research · doi:10.1177/002224378101800104 · Cited by 109,190
The commitment-trust theory of relationship marketing
Morgan, R. M., & Hunt, S. D. (1994) · Journal of Marketing · doi:10.1177/002224299405800302 · Cited by 22,355
A Paradigm for Developing Better Measures of Marketing Constructs
Churchill, G. A. (1979) · Journal of Marketing Research · doi:10.1177/002224377901600110 · Cited by 16,549
Olson, M. (1965) · doi:10.4159/9780674041660 · Cited by 14,191
The norm of reciprocity: A preliminary statement
Gouldner, A. W. (1960) · American Sociological Review · doi:10.2307/2092623 · Cited by 12,001
Social Capital: Prospects for a New Concept
Adler, P. S., & Kwon, S.-W. (2002) · The Academy of Management Review · doi:10.2307/4134367 · Cited by 9,665 · cited 3×
“However, beyond the basic agreement that social capital resides in social relations, there is considerable debate about whether it stems from the formal structure of these social relations or their content (Adler and Kwon 2002).”
BackgroundThe Pure Theory of Public Expenditure
Samuelson, P. A. (1954) · The Review of Economics and Statistics · doi:10.2307/1925895 · Cited by 7,458
Chin, W. W., Marcolin, B. L., & Newsted, P. R. (2003) · Information Systems Research · doi:10.1287/isre.14.2.189.16018 · Cited by 6,479
Social Capital: A Theory of Social Structure and Action
Lin, N. (2001) · doi:10.1017/cbo9780511815447 · Cited by 4,535
Cited by
The sharing economy: Why people participate in collaborative consumption
Hamari, J., Sjöklint, M., & Ukkonen, A. (2016) · Journal of the Association for Information Science and Technology · doi:10.1002/asi.23552 · Cited by 3,439
Influencers on Instagram: Antecedents and consequences of opinion leadership
Casaló, L. V., Flavián, C., & Ibáñez-Sánchez, S. (2020) · Journal of Business Research · doi:10.1016/j.jbusres.2018.07.005 · Cited by 1,336
Carrots and Rainbows: Motivation and Social Practice in Open Source Software Development1
von Krogh, G., Haefliger, S., Spaeth, S., & Wallin, M. W. (2012) · MIS Quarterly · doi:10.2307/41703471 · Cited by 698
Kamboj, S., Sarmah, B., Gupta, S., & Dwivedi, Y. (2018) · International Journal of Information Management · doi:10.1016/j.ijinfomgt.2017.12.001 · Cited by 591
Understanding the intention to follow the advice obtained in an online travel community
Casaló, L. V., Flavián, C., & Guinalíu, M. (2011) · Computers in Human Behavior · doi:10.1016/j.chb.2010.04.013 · Cited by 318
The consumer production journey: marketing to consumers as co-producers in the sharing economy
Dellaert, B. G. C. (2019) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-018-0607-4 · Cited by 224
Huang, P., Tafti, A., & Mithas, S. (2018) · MIS Quarterly · doi:10.25300/misq/2018/13490 · Cited by 133
The Sustainability of Polycentric Information Commons1
Mindel, V., Mathiassen, L., & Rai, A. (2018) · MIS Quarterly · doi:10.25300/misq/2018/14015 · Cited by 90
Motivational Drivers of Content Contribution to Company‐ Versus Consumer‐Hosted Online Communities
Teichmann, K., Stokburger‐Sauer, N. E., Plank, A., & Strobl, A. (2015) · Psychology & Marketing · doi:10.1002/mar.20783 · Cited by 86
Exploring Consumptive Moments of Value‐Creating Practice in Online Community
Hartmann, B. J., Wiertz, C., & Arnould, E. J. (2015) · Psychology & Marketing · doi:10.1002/mar.20782 · Cited by 77
Self-citationConsumer intentions to engage in s-commerce: a cross-national study.
Bianchi, C., Andrews, L., Wiese, M., & Fazal-E-Hasan, S. (2017) · Journal of Marketing Management · doi:10.1080/0267257x.2017.1319406 · Cited by 68
The Impact of Ideology Misfit on Open Source Software Communities and Companies1
Daniel, S. L., Maruping, L. M., Cataldo, M., & Herbsleb, J. (2018) · MIS Quarterly · doi:10.25300/misq/2018/14242 · Cited by 58
Islam, T., Mahmood, K., Sadiq, M., Usman, B., & Yousaf, S. U. (2020) · Frontiers in Psychology · doi:10.3389/fpsyg.2020.572526 · Cited by 54
Social Capital and Consumer Value Co-Created Within an Online Health Community
Stewart Loane, S., & Webster, C. M. (2017) · Journal of Nonprofit & Public Sector Marketing · doi:10.1080/10495142.2017.1326359 · Cited by 22
Consumer Engagement in the Digital Era: Its Nature, Drivers, and Outcomes
Weitzl, W., & Einwiller, S. (2018) · The Handbook of Communication Engagement · doi:10.1002/9781119167600.ch31 · Cited by 14
Metadata
- Authors
- Wiertz, C., & de Ruyter, K.
- Venue
- Organization Studies
- Publisher
- SAGE Publications
- Published
- 2007-03
- Volume
- 28
- Issue
- 3
- Pages
- 347-376
- ISSN
- 0170-8406 (ISSN-L)
- 1741-3044
- OpenAlex
- W2121812884
- Cited by
- 582
- References
- 13
- FWCI
- 78.91
- Type
- journal article
- Language
- en
- Open access
- closed
About these checks
Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.
Statistics and arithmetic are recomputed, not judged.
Confidence bands are shown only for fields calibrated on our annotated test set. None is calibrated yet, so no band is shown.
What counts as a claim ›How we measure confidence ›How we check this ›
Are you an author, or do you see a problem with this page? Request a review
Data sources
Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
