基于层次模型的消费者生成内容动机研究

随着W eb2.0技术的发展,越来越多的消费者参与网络社区或平台生成各种各样的内容,但是理论界对于消费者生成内容的动机了解还不够全面。本文在借鉴动机理论研究成果的基础上,构建了消费者生成内容动机的层次模型,并以层次模型为基础,对现代企业构建参与式商务模式提出了几点建议。     

Consumers' Role Performance and Brand Identification: Evidence from a Survey and a Longitudinal Field Experiment

Why do some consumers evangelize brands and create value for them even without receiving any direct reward in return? How do their motivations influence their role behaviors and their identification with the company or brand? We draw on motivation theory and the in- and extra-role literature of leadership to propose a theoretical framework. We use this framework to analyze data from one cross-sectional survey conducted with members of two online brand communities and one longitudinal field experiment with consumers of one new online brand community. We first separate community members' motivations into three types of psychological needs (self-competency, self-belongingness, self-autonomy) that are fulfilled by membership in a brand community. We investigate how each of these needs influences consumers' in-role and extra-role behaviors, which in turn positively affect their brand identification and create value for the company. Our results show that self-competency motivates both in- and extra-role behaviors, self-belongingness only increases less involved in-role behaviors, and self-autonomy only affects more involved extra-role behaviors. Both role behaviors foster beneficial consumer brand identification. We discuss how these findings can inform marketers' brand community-building strategies.     

Peer-to-Peer Value Through Social Capital in an Online Motor Neuron Disease Community

Millions of people affected by disability or chronic disease access social support and information through online health communities. These communities of common interest flourish on the Internet, with participants creating peer-to-peer value through social support and information exchange. This study observes a community of people affected by motor neuron disease creating value for themselves and each other within an online health community. The community is studied through the lens of social capital theory, a construct borrowed from the field of sociology that contributes to our understanding of why people gravitate towards these online communities for support and information. The results contribute increased awareness of how peer-to-peer value is created within online health communities and highlight the need for marketers to understand the implications of such communities on consumer behavior as it relates to health care.     

Can prosocial motivation harm entrepreneurs' subjective well-being?

Entrepreneurship research on prosocial motivation has outlined its positive impact on well-being, but still little is known about its power, which may have deleterious personal consequences under certain conditions. In this study, we ask whether prosocial motivation can harm entrepreneurs' subjective well-being when they run a commercial venture. Embedded within a contingency perspective informed by self-determination theory, we build on longitudinal survey data to explain the effect of prosocial motivation on entrepreneurs' overall life satisfaction. Our analysis demonstrates that prosocial motivation has a negative effect on entrepreneurs' life satisfaction due to increased levels of stress. However, our findings show that the negative effect of prosocial motivation dissipates when perceived autonomy at work is high compared to when it is low. Overall, our research raises questions on the role of prosocial motivation for entrepreneurs' subjective well-being and, in particular, discusses its potential “dark side” in the context of commercial entrepreneurship.Executive summaryCan there be a “dark side” in helping others? If so, how can we better understand under what conditions it emerges? Entrepreneurship research conventionally presents prosocial motivation as a positive driver for social venture creation and entrepreneurs' well-being. However, we have little knowledge about the consequences of prosocial motivation when we move outside the social entrepreneurship context. When prosocially motivated entrepreneurs lead a commercial venture, they face the difficult task of balancing the desire to help others with the financial requirements of the business. The challenge of simultaneously accomplishing commercial and prosocial goals can result in a stressful experience that is detrimental to the entrepreneur's well-being. In this study, we ask whether and under what circumstances prosocial motivation can harm entrepreneurs' well-being.Embedded in a contingency perspective informed by self-determination theory, this article expands our knowledge on the effects of prosocial motivation in the context of commercial entrepreneurship. We draw from original longitudinal survey data on 186 entrepreneurs in the United Kingdom to demonstrate that prosocial motivation causes entrepreneurs stress and through that stress has a negative effect on their life satisfaction. We also show that the negative effect of prosocial motivation diminishes when the degree of autonomy entrepreneurs perceive in the pursuit of daily work tasks is high. To explore the uniqueness of the entrepreneurial context, we run a comparative analysis with a sample of 544 employees. This analysis confirms that stress fully mediates the negative relationship between prosocial motivation and subjective well-being, but for employees, this negative effect disappears when their level of intrinsic motivation—the desire to expend effort based on enjoyment of the work itself—is high.Building on our findings, we generate several important contributions. First, we help develop an understanding of the “dark side” of prosocial motivation by demonstrating that under certain circumstances, the desire to help others can be detrimental to entrepreneurs' subjective well-being. Second, we expand knowledge about the link between prosocial motivation and well-being by considering the boundary conditions (perceived autonomy and intrinsic motivation) that influence the dynamics of their relationship. Third, we set the stage for further investigations that aim to clarify the relationship between motivation and perceived autonomy and its effect on personal outcomes across different work domains.The key insight of the study is that prosocial motivation creates a dilemma for entrepreneurs when operating a commercial business such that the desire to help others outside the context of immediate work tasks can harm their personal well-being. We also find that the perception of autonomy is key for commercial entrepreneurs to be able to realize their prosocial motivation without creating stressful situations. Extending our understanding of the conditions that shape the relationship between prosocial motivation and well-being among entrepreneurs would help in developing a more holistic notion of prosocial business venturing, one that includes the role of both commercial and social enterprising activities in contributing to personal and societal well-being.     

Effect of social support on customer satisfaction and citizenship behavior in online brand communities: The moderating role of support source

Customers often join online brand communities to seek support from others when they encounter product problems. Some customers who receive good social support exhibit customer citizenship behavior. This study develops a theoretical model to investigate how social support influences customer citizenship behavior through customer satisfaction with firms in online brand communities. Moreover, the moderating role of support source (i.e., firms vs. other customers) is measured. The research model is tested by using the Partial Least Squares technique. The results show that informational and emotional support significantly affects the customer citizenship behavior of providing feedback to the firm, recommendations, and helping other customers through customer satisfaction in online brand communities. Moreover, informational and emotional support from firms and other customers exert different effects on customer satisfaction.     

Exploring online comments from a strategic marketing stance to reduce wildlife crime

Illegal wildlife trade (IWT) is an omnipresent global threat to ecological, social, and economic systems. Marketing expertise can aid in the mitigation and reduction of crime against wildlife using a variety of mechanisms. This paper focuses on how social media usage relates to the framing of conservation appeals. By studying the content of existing blogs, articles, white papers, and other online postings, we extract relevant themes and concepts. Conducting an unguided semantic analysis of our data, we analyzed messaging appeal strategies and the underlying social or informational frameworks they employ. Using literature on advertising appeal types and contrasting social/emotional with knowledge-based/informational messaging strategies, we identified how wildlife crime prevention content employs these rhetorical framing mechanisms. Through the lens of social learning theory, our study proposes messaging strategies as a framework for understanding online content. Crimes against wildlife are creating increasingly severe ecological, economic, and social damage within international political and social communities; individuals learn from and engage with online content, therefore appropriate framing mechanisms can aid marketers in designing effective prevention appeals.     

Why we watch others' responses to online advertising – investigating users' motivations for viewing user-generated content in the context of online advertising

The study investigates Internet users' motivations for viewing user-generated content (UGC) in the context of online advertising. In addition, it is examined whether individual motivation patterns can be traced back to users' personalities and their attitudes toward advertising in general. An online survey of 181 social media users was conducted, surveying users' motivation, personality (big five), and attitude toward advertising in general. Path analysis was employed to examine the research model. The use of UGC was motivated by needs for information, entertainment, personal identity, and social interaction. While personality did not predict users' motives, their attitudes towards advertising in general explained individual motivation patterns to a large extent. It was consequently proposed and confirmed that users' motives mediate the influence of recipients' general attitude toward advertising on UGC usage. Results indicated a strong effective potential for UGC in online advertising: users view such content expressly to be influenced by others fulfilling their needs for information, personal identity and social interaction. Firms may lose some of their ability to precisely control brand messages when advertising in social media.     

The Mixed Effects of Participant Diversity and Expressive Freedom in Online Peer-to-Peer Problem Solving Communities

Online peer-to-peer problem solving (P3) communities provide a cost-effective and reliable means of delivering education and service support to customers of complex, frequently evolving products. Through a multi-disciplinary conceptual framework, we examine the roles of diversity perceptions and expressive freedom in affecting learning and social identification of online P3 community participants, and in turn, their effects on the participants' relationship with, and future intentions towards the brand. We test our hypotheses via a structural equation model with survey data obtained from 555 active members of the two largest XBOX online P3 communities in Brazil. Our results reveal that greater perceived diversity facilitates learning but hinders social identification, whereas expressive freedom has positive effects on learning, but no effect on social identification. Social identification fully mediates the effects of the antecedents on outcomes. We also discuss the theoretical contributions and the managerial implications of our findings, and suggest opportunities for future research.     

Transplanting Social Capital to the Online World: Insights from Two Experimental Studies

The recent proliferation of computer networks has stimulated the emergence of thousands of online communities. Facebook, which has grown to 175-million users in five years and recently surpassed megasite MySpace to become the world's largest social networking site, is a classic example. As the importance of online communities continues to grow, a good understanding of their success factors for building and sustaining a community becomes crucial.

In this article, we apply social capital theories to examine the interactions among individuals and trust building at the initial development of an online community. Specifically, we postulate that offline social capital can be transplanted into an online community (small or large) to foster the development of trust and social norms that make a community thrive. We conduct two experimental studies: one in the context of real-world, small-scale online communities, and the other in the context of computer-simulated large-scale online communities. Results from these studies provide strong support for our proposition. We interpret these results and discuss their implications and contributions to theory and practice.     

The Role of Emotions for the Perceived Usefulness in Online Customer Reviews

Online customer reviews often express emotions. This can enable marketers to analyze the textual content of online reviews with the aim to understand the role of emotions and how they can affect other customers. In this paper, we present an approach to extracting emotion content from online reviews in order to measure the importance of various emotion dimensions within different product categories. The approach uses an emotion lexicon to extract emotion terms, while it also builds a classification model to measure the importance of emotion dimensions based on the quality of reviews. Review quality is measured based on the usefulness of online customer reviews, which are perceived and evaluated by other customers through their helpfulness ratings. This approach allows the identification of emotion dimensions that characterize qualitative reviews. The empirical evaluation in our study suggests that trust, joy, and anticipation are the most decisive emotion dimensions, although substantial variance across product categories can also be detected. Additionally, we compared two contrasting emotion dictionaries. One lexicon was crowd-funded and contained a large vocabulary, whereas the other was more focused and smaller, since it was created word-wise by an expert. Our empirical findings indicate that the crowd-funded solution outperforms its smaller counterpart in terms of classification precision. The main implication of this study is that it adds an emotional perspective to the broad set of existing tools that marketers employ to analyzing online reviews. Our contributions are: i) we are the first to analyze emotions' role in online customer reviews; ii) we demonstrate how to develop a big data model such as this, without external assistance; iii) we show how to interpret the results of the created model; and iv) we show which dictionary to prefer when creating the model.     

Brand experience and consumers' social interactive engagement with brand page: An integrated-marketing perspective

As consumers increasingly go online to communicate about brands, brand marketers have been utilizing a popular platform to interact with them and create brand communities, namely a brand page. Prior studies have examined factors that promote the success of a brand page by narrowing focusing on only two influencing factors of engagement with the brand page: individual consumer characteristics and brand page features. Taking an integrated marketing perspective, this study extends that research by examining a broad range of influencing factors affecting engagement with brand page, such as sensory, affective, intellectual, and behavioural brand experiences. Building upon the fundamental motive framework, we demonstrate that brand experience enhances consumers' motivation to participate, socialize, and perceive benefits from others involved within the brand page regardless of individual propensity to socialize online. Furthermore, as consumers are engaged in social interaction within a brand page, they are more likely to be involved in positive WOM about the brand. The theoretical and practical contributions of our study are further discussed, along with suggestions for future research in this important and growing field.     

Choosing a digital content strategy: How much should be free?

Advertising supported content sampling is ubiquitous in online markets for digital information goods. Yet, little is known about the profit impact of sampling when it serves the dual purpose of disclosing content quality and generating advertising revenue. This paper proposes an analytical framework to study the optimal content strategy for online publishers and shows how it is determined by characteristics of both the content market and the advertising market. The strategy choice is among a paid content strategy, a sampling strategy, and a free content strategy, which follow from the publisher's decisions concerning the size of the sample and the price of the paid content. We show that a key driver of the strategy choice is how sampling affects the prior expectations of consumers, who learn about content quality from the inspection of the free samples. Surprisingly, we find that it can be optimal for the publisher to generate advertising revenue by offering free samples even when sampling reduces both prior quality expectations and content demand. In addition, we show that it can be optimal for the publisher to refrain from revealing quality through free samples when advertising effectiveness is low and content quality is high. To illustrate, we relate our framework to the newspaper industry, where the sampling strategy is known as the “metered model.”     

Cultural Differences in Online Community Motivations: Exploring Korean Automobile Online Brand Communities (KAOBCs) and American Automobile Online Brand Communities (AAOBCs)

To gain a better understanding of online brand communities, this study has examined why people joined in online brand communities and whether there were some differences in the motivations of Internet users based on different cultures. Open-ended questions were asked to the community members from both South Korean Automobile Online Brand Communities (KAOBC) and American Automobile Online Brand Communities (AAOBC) in the first stage and then generated and utilized an online survey for the study. The study found that KAOBC members tended to have a stronger social network, business, and communication motivations than AAOBC members. As a primary motivation, information seeking is the strongest motivation for members of both KAOBC and AAOBC. They had a similar level of information motivation.     

Investigating social motivations,opportunity and ability to participate in communities of virtual co‐creation

Communities of virtual co‐creation are emerging as a new form of consumer engagement, where through a collaborative and interactive process, ideas and knowledge from consumer are applied differently to create new value for the consumers themselves, the company and all stakeholders. The aim of this paper is to explore the drivers, namely motivation, opportunity and ability, of consumer willingness to participate in communities of virtual co‐creation. The role of social motivations, that is, altruism and social reputation, particularly relevant inside online communities, is investigated. Data were collected through an online survey on 180 consumers from diverse nationalities. The unit of analysis was a virtual co‐creation activity for food products. Findings show that consumer motivation and ability have a relevant influence on willingness to participate in co‐creation projects, while opportunity has not. In particular, ability showed to be the most relevant factor, suggesting that virtual co‐creation initiatives should be properly designed to facilitate the engagement of consumers. Further, results indicate that consumers' motivations are driven by both altruism and social reputation, where altruism plays a greater role. This confirms that social relations are key motivational drivers in virtual communities, where value is created through interaction with like‐minded people, exchange of information and experiences, provision of support.     

Individualism–collectivism and the role of goal orientation in organizational training

This research examines how individualism–collectivism and goal orientation impact training effectiveness through study of an internationally diverse sample of engineers who were undergoing technical training. In light of contemporary views of individualism–collectivism, we argue that collectivism will moderate the influence of learning and performance goal orientations on training by shaping the impact of one's perceived social context on existing performance concerns and goals. Using a sample from a large multinational corporation, we examined the effects of individualism–collectivism and goal orientation on training transfer intentions, motivation to learn, and test performance. Mixed support for our hypotheses was found. Collectivists were found to exhibit higher levels of training transfer intentions and motivation to learn. However, when collectivism was combined with a performance goal orientation, its effects on training outcomes were diminished. Applications for organizations and future extensions of the present research are discussed.     

A comparison of online and offline gender and goal directed shopping online

The aim of this paper is to model the effect of the consumers’ perceptions of their offline and online gendered behaviour on online utilitarian shopping motivation and purchase intentions. We hypothesise that when consumers shop online, their behaviour is mediated by two gendered behaviours, namely offline and online. To test this hypothesis, 515 usable responses were collected in face-to-face interviews. The conceptual model was tested with confirmatory factors analysis (CFA) and structural equation modelling (SEM) across five product categories. Our findings show that the effect of a consumer's perception of their gendered behaviour offline vs. online on online utilitarian shopping motivation and purchase intentions is significantly different. In particular we found that utilitarian shopping motivation online has a significant effect on purchase intentions online mediated by gender (online) overall: strongly for females but not for males. Conversely, utilitarian shopping motivation online has a significant effect on purchase intentions online mediated by gender (offline) for males but not overall and for females.     

Leveraging Online Communities to Support the Brand and Develop the Community

While numerous organizations and consumers utilize interactive online marketing activities (e.g., creating discussion forums, having brainstorming sessions, and running surveys) to interact with the brand and fellow brand users, there is little research that addresses how important it is to offer community members activities based on their motivations to participate in the community. This research is an important first step at examining the degree to which marketers need to match marketing activities in online communities with community member motivations to affect brand and community outcomes. Using a longitudinal study of 256 members from 9 marketing research online communities in 3 different industries, this research finds that online communities can be used to positively influence a broad range of brand assessments, brand-supportive behaviors, and community-supportive behaviors. Furthermore, leveraging marketing activities in online communities is more complex than previously thought.     

Managing customer experiences in online product communities

Many companies have established online product communities or forums as a vehicle to extend product support services to their customers. Customers' interactions in such online forums with peer customers and vendor representatives resolve their product-related queries as well as inform on their product purchase decisions. Despite the significance of such interactions, there has been limited theoretical attention so far on how companies can manage customer experiences in online product communities. Drawing on theories and concepts from diverse areas including computer-mediated communication, consumer psychology, and online communities, this study proposes a four dimensional construct - Online Community Experience (OCE) - to capture customer experiences in such online product communities, and examines its impact on customer attitudes regarding the product, the company, and the quality of service. Data collected from customers in online product forums offered by four companies is used to test the study hypotheses. Implications for research on online consumer behavior and marketing are discussed.     

Understanding the impact of online customers’ shopping experience on online impulsive buying: A study on two leading E-commerce platforms

Research offers some indication that the online customers' shopping experience (OCSE) can be a strong predictor of online impulsive buying behavior, but there is not much empirical support available to form a holistic understanding; whether, and indeed how, the effects of the OCSE on online impulsive buying behavior are affected by customers' attitudinal loyalty and self-control are not well understood areas of research. In this study, we examine how functional and psychological dimensions of the OCSE influence online impulsive buying within e-commerce platforms. We will investigate customers' attitudinal loyalty as a mediator between the OCSE and online impulsive buying behavior, and the customers' self-control as a moderator between customers' attitudinal loyalty and online impulsive buying. To analyze these relationships we will conduct an online survey (n = 1489) with customers of two leading Chinese e-commerce platforms: Jindong and Taobao. The findings from structural equation modeling indicate a positive relationship between the tested dimensions of the OCSE and customers' online impulsive buying. We also find a mediating role of customers' attitudinal loyalty and negative moderation of customers’ self-control. Theoretically, the findings contribute to the literature regarding online impulsive buying and the online customer experience. For managers, the findings stress the importance of ethical management with regard to the online shopping experiences.     

Environmental dialogue in online communities: negotiating ecological citizenship among global travellers

The aim of this paper is to investigate how web‐based online communities bring about new forms of environmental dialogue. We suggest that these online sites play an important role in setting the stage for new forms of cultural production, dissemination of environmental knowledge and environmental dialogue, through which particular forms of ecological citizenship and consumer culture are being created and sustained. Based on an empirical study of an online community of ‘global travelers’ carried out using netnographic methods, the study shows how environmental knowledge is being disseminated, negotiated and made sense of in the online environments of the global marketplace. Our findings illustrate, in particular, how online communities may work out an agenda for sustainable consumption practices and lifestyles, and create new forms of consumer citizenship. Regarding the environmental policy implications of our study, we argue that there is a need to facilitate the creation of online environments where consumers can participate in the construction of active consumer citizenship.