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Motivation for knowledge sharing by expert participants in company-hosted online user communities.

机译：公司托管的在线用户社区中的专家参与者共享知识的动机。

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摘要

Company-hosted online user communities are increasingly popular as firms continue to search for ways to provide their customers with high quality and reliable support in a low cost and scalable way. Yet, empirical understanding of motivations for knowledge sharing in this type of online communities is lacking, especially with regard to an important subset of participants in these communities, the expert users. The present research attempts to narrow this gap by focusing on the motivation behind the knowledge sharing behaviors of expert-level participants in company-hosted online user communities.;Semi-structured interviews were conducted using Skype, Google Hangouts, and telephone with 32 expert users and two program managers of online user communities by two well-known technology companies. Thick descriptions were used to paint a rich picture of the expert users' experiences in these company-hosted online user communities. As a result, this study revealed important detailed understanding of this subset of participants' motivation to share their knowledge with other users. According to the findings of this study, the four key factors that motivated knowledge sharing by the expert users in the company-hosted online user communities were (1) enjoyment of helping others, (2) learning, (3) passion for the hosting company and its products, and (4) affiliation.;The underlying mechanisms through which these four variables functioned to drive expert-level users' knowledge sharing behavior in company-hosted online user communities were discussed. Also provided were suggestions for future research as well as recommendations for firms considering implementing a strategy of utilizing online user communities to provide authoritative, ongoing, low cost and scalable support for their customers.
机译：随着公司不断寻找以低成本和可扩展的方式为客户提供高质量和可靠支持的方法，公司托管的在线用户社区越来越受欢迎。但是，缺乏对这种类型的在线社区中知识共享动机的经验性了解，尤其是对于这些社区中重要的参与者参与者，即专家用户而言。本研究试图通过关注公司托管的在线用户社区中专家级参与者的知识共享行为背后的动机来缩小这一差距。半结构式访谈使用Skype，Google Hangouts进行，并与32位专家用户进行电话联系两家知名技术公司的两名在线用户社区计划经理。详尽的描述被用来描绘这些公司托管的在线用户社区中专家用户体验的丰富画面。结果，本研究揭示了参与者对与其他用户共享知识的动机的这一子集的重要详细了解。根据本研究的发现，促使公司托管的在线用户社区中的专家用户共享知识的四个关键因素是：（1）乐于助人，（2）学习，（3）对托管公司的热情讨论了这四个变量在公司托管的在线用户社区中驱动专家级用户的知识共享行为的潜在机制。还提供了有关未来研究的建议，以及为考虑实施利用在线用户社区的策略以为其客户提供权威，持续，低成本和可扩展支持的公司的建议。

著录项

  • 作者

    Cheng, Jingli.;

  • 作者单位

    Indiana University.;

  • 授予单位 Indiana University.;
  • 学科 Education Technology of.;Business Administration General.;Education Adult and Continuing.
  • 学位 Ph.D.
  • 年度 2014
  • 页码 192 p.
  • 总页数 192
  • 原文格式 PDF
  • 正文语种 eng
  • 中图分类
  • 关键词

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