Conversation as a source of satisfaction and continuance in a question-and-answer site

European Journal of Information Systems

Volumn 21, Issue 4, 2012, Pages 427-437

  Ruth, Raban Daphne ^a  

^a UNIVERSITY OF HAIFA   (Israel)

Author keywords

continuance; expectation confirmation theory; incentives for participation; Information markets; satisfaction

Indexed keywords

COMMERCE; INFORMATION SERVICES; SURVEYS;

CONTINUANCE; EXPECTATION CONFIRMATION THEORY; INCENTIVES FOR PARTICIPATIONS; INFORMATION MARKET; SATISFACTION;

CUSTOMER SATISFACTION;

EID: 84864966381     PISSN: 0960085X     EISSN: 14769344     Source Type: Journal    
DOI: 10.1057/ejis.2011.42     Document Type: Conference Paper

References (35)

1. ADAMIC LA, ZHANG J, BAKSHY E and ACKERMAN MS (2008) Knowledge sharing and yahoo answers: everyone knows something. Proceeding of the 17th International Conference on World Wide Web, Beijing, China, pp 665-674.
2. ANDERSON C (2009) Free! Why $0.00 is the Future of Business. Hyperion, New York.
3. ANDERSON RE (1973) Consumer dissatisfaction: the effect of disconfirmed expectancy on perceived product performance. Journal of Marketing Research 10(1), 38-44.
4. BHATTACHERJEE A (2001a) An empirical analysis of the antecedents of electronic commerce service continuance. Decision Support Systems 32(2), 201-214. (Pubitemid 32951237)
5. BHATTACHERJEE A (2001b) Understanding information systems continuance: an expectation-confirmation model. MIS Quarterly 25(3), 351-370. (Pubitemid 33738440)
6. CARMON Z, SHANTHIKUMAR JG and CARMON TF (1995) A psychological perspective on service segmentation models: the significance of accounting for consumers' perceptions of waiting and service. Management Science 41(11), 1806-1811.
7. CHIU CM, HSU MH, SUN SY, LIN TC and SUN PC (2005) Usability, quality, value and e-learning continuance decisions. Computers & Education 45(4), 399-416.
8. COHEN J (1992) A power primer. Psychological Bulletin 112(1), 155-159.
9. CONNOLLY T and THORN BK (1990) Discretionary databases: theory, data, and implications. In Organizations and Communication Technology (FULK J and STEINFIELD CW, Eds), pp 219-233, Sage Publications, Newbury Park.
10. DAVIS FD, BAGOZZI RP and WARSHAW PR (1989) User acceptance of computer technology: a comparison of two theoretical models. Management Science 35(8), 982-1003.
11. DELONE WH and MCLEAN ER (2003) The DeLone and McLean model of information systems success: a ten-year update. Journal of Management Information Systems 19(4), 9-30.
12. EDELMAN B (2004) Earnings and ratings at Google answers. Unpublished manuscript.
13. HARPER MF, RABAN DR, RAFAELI S and KONSTAN J (2008) Predictors of answer quality in online Q&A sites. In Twenty-sixth Annual SIGCHI Conference on Human Factors in Computing Systems, pp 865-874, Florence, Italy.
14. HSIEH G, KRAUT RE and HUDSON SE (2010) Why pay?: exploring how financial incentives are used for question & answer. Proceedings of the 28th International Conference on Human Factors in Computing Systems, Atlanta, GA, pp 305-314.
15. JIANG Z, WANG W and BENBASAT I (2005) Multimedia-based interactive advising technology for online consumer decision support. Communications of the ACM 48(9), 93-98.
16. KUMAR N and BENBASAT I (2002) Para-social presence: a reconcep-tualization of 'social presence' to capture the relationship between a web site and her visitors. Proceedings of the 35th Hawaii International Conference on System Sciences. Computer Science Press, Washington DC.
17. MITTAL V and KAMAKURA WA (2001) Satisfaction, repurchase intent, and repurchase behavior: investigating the moderating effect of customer characteristics. Journal of Marketing Research 38(1), 131-142.
18. OLIVER RL (1980) A cognitive model of the antecedents and consequences of satisfaction. Journal of Marketing Research 17(4), 460-469.
19. ONG C, DAY M and HSU W (2009) The measurement of user satisfaction with question answering systems. Information & Management 46(7), 397-403.
20. PATTERSON PG, JOHNSON LW and SPRENG RA (1997) Modeling the determinants of customer satisfaction for business-to-business professional services. Journal of the Academy of Marketing Science 25(1), 4-17.
21. QURESHI I, FANG Y, RAMSEY E, MCCOLE P, IBBOTSON P and COMPEAU D (2009) Understanding online customer repurchasing intention and the mediating role of trust an empirical investigation in two developed countries. European Journal of Information Systems 18(3), 205-222.
22. RABAN DR (2007) User-centered evaluation of information: a research challenge. Internet Research 17(3), 306-322.
23. RABAN DR (2008a) The incentive structure in an online information market. Journal of the American Society for Information Science and Technology 59(14), 2284-2295.
24. RABAN DR (2008b) The incentive structure in an online information market. Journal of the American Society for Information Science and Technology 59(14), 2284-2295.
25. RABAN DR (2009) Self-presentation and the value of information in Q&A web sites. Journal of the American Society for Information Science and Technology 60(12), 2465-2473.
26. RABAN DR and RABIN E (2009) Statistical inference from power law distributed web-based social interactions. Internet Research 19(3), 266-278.
27. RAFAELI S and NOY A (2005) Social presence: influence on bidders in internet auctions. EM-Electronic Markets 15(2), 158-176.
28. RAFAELI S and RABAN DR (2005) Information sharing online: a research challenge. International Journal of Knowledge and Learning 1(1/2), 62-79.
29. REGNER T (2005) Why voluntary contributions? Google answers!. CMPO Working Paper Series, Working Paper No. 05/115.
30. RESNICK P, KUWABARA K, ZECKHAUSER R and FRIEDMAN E (2000) Reputation systems. Communications of the ACM 43(12), 45-48.
31. RESNICK P, ZECKHAUSER R, SWANSON J and LOCKWOOD K (2006) The value of reputation on eBay: a controlled experiment. Experimental Economics 9(2), 79-101. (Pubitemid 43830181)
32. SHAPIRO C and VARIAN HR (1999) Information Rules: A Strategic Guide to the Network Economy. Harvard Business School Press, Boston.
33. TAYLOR S and TODD PA (1995) Understanding information technology usage: a test of competing models. Information Systems Research 6, 144-176. (Pubitemid 126102974)
34. VAN ALSTYNE MW (1999) A proposal for valuing information and instrumental goods. Proceedings of the 20th International Conference on Information Systems, pp 328-345, Charlotte, North Carolina.
35. WIXOM BH and TODD PA (2005) A theoretical integration of user satisfaction and technology acceptance. Information Systems Research 16(1), 85.