Skip to main content
SpringerLink
Log in

A model for consumer knowledge contribution behavior: the roles of host firm management practices, technology effectiveness, and social capital

  • Published:
Information Technology and Management Aims and scope Submit manuscript

Abstract

This study examines the effects of host firm management practices, social capital, and technological factors on consumer knowledge contribution behavior. Results from 403 respondents in a large firm-hosted virtual community showed that two host firm practices, promoting interaction and organizing offline activities, have positive effects on knowledge contribution behavior through the mediating role of social capital, while the practice of providing incentives has a negative effect. In addition, the impacts of social interaction ties and shared language on knowledge contribution behavior are stronger when the perceived effectiveness of the reputation system is high. The perceived effectiveness of media richness moderates the relationship between trust and knowledge contribution behavior by strengthening the relationship when the perceived effectiveness of media richness is high. Our study suggests that host firms can play an important role in promoting knowledge contributions in virtual communities; and they need to understand the consequences of different management practices, hence able to actively influence and encourage knowledge contribution in virtual communities.

This is a preview of subscription content, log in via an institution to check access.

Access this article

Log in via an institution

Price excludes VAT (USA)
Tax calculation will be finalised during checkout.

Instant access to the full article PDF.

Institutional subscriptions

Fig. 1
Fig. 2

Similar content being viewed by others

References

  1. Grant RM (1996) Toward a knowledge-based theory of the firm. Strateg Manag J 17:109–122

    Article  Google Scholar 

  2. Li Y, Liu Y, Liu H (2010) Co-opetition, distributor’s entrepreneurial orientation and manufacturer’s knowledge acquisition: evidence from China. J Oper Manag 29(9):128–142

    Google Scholar 

  3. McAfee A (2009) Enterprise 2.0: new collaborative tools for your organization’s toughest challenges. Harvard Business School Press, Boston

    Google Scholar 

  4. Miller KD, Fabian F, Lin S-J (2009) Strategies for online communities. Strateg Manag J 30(3):305–322

    Article  Google Scholar 

  5. Bernoff J, Li C (2008) Harnessing the power of the oh-so-social web. MIT Sloan Manag Rev 49(3):36–42

    Google Scholar 

  6. Toubia O, Stephen AT (2013) Intrinsic vs. image-related utility in social media: why do people contribute content to twitter? Mark Sci 32(3):368–392

    Article  Google Scholar 

  7. Kim A (2000) Community building on the web. Peachpit Press, Berkeley

    Google Scholar 

  8. Porter CE, Donthu N, MacElroy WH, Wydra D (2011) How to foster and sustain engagement in virtual communities. Calif Manag Rev 53(4):80–110

    Article  Google Scholar 

  9. Jeppesen LB, Frederiksen L (2006) Why do users contribute to firm-hosted user communities? The case of computer-controlled music instruments. Organ Sci 17(1):45–63

    Article  Google Scholar 

  10. Wiertz C, Ruyter KD (2007) Beyond the call of duty: why customers contribute to firm-hosted commercial online communities. Organ Stud 28(3):347–376

    Article  Google Scholar 

  11. Chen L, Marsden JR, Zhang Z (2012) Theory and analysis of company-sponsored value co-creation. J Manag Inf Syst 29(2):141–172

    Article  Google Scholar 

  12. Porter CE, Donthu N (2008) Cultivating trust and harvesting value in virtual communities. Manag Sci 54(1):113–128

    Article  Google Scholar 

  13. Füller J, Mühlbacher H, Matzler K, Jawecki G (2010) Consumer empowerment through internet-based co-creation. J Manag Inf Syst 26(3):71–102

    Article  Google Scholar 

  14. Wasko MM, Faraj S (2005) Why should I share? Examining social capital and knowledge contribution in electronic networks of practice. MIS Q 29(1):35–57

    Google Scholar 

  15. Chiu CM, Hsu MH, Wang ET (2006) Understanding knowledge sharing in virtual communities: an integration of social capital and social cognitive theories. Decis Support Syst 42(3):1872–1888

    Article  Google Scholar 

  16. Chang HH, Chuang SS (2011) Social capital and individual motivations on knowledge sharing: participant involvement as a moderator. Inf Manag 48(1):9–18

    Article  Google Scholar 

  17. Bolino MC, Turnley WH, Bloodgood JM (2002) Citizenship behavior and the creation of social capital in organizations. Acad Manag Rev 27(4):505–522

    Google Scholar 

  18. Payne GT, Moore CB, Griffis SE, Autry CW (2011) Multilevel challenges and opportunities in social capital research. J Manag 37(2):491–520

    Google Scholar 

  19. Sambamurthy V, Subramani M (2005) Special issue on information technologies and knowledge management. MIS Q 29(2):193–195

    Google Scholar 

  20. Ren Y, Kraut R, Kiesler S (2007) Applying common identity and bond theory to design of online communities. Organ Stud 28(3):377–408

    Article  Google Scholar 

  21. Koh JYG, Kim BB, Bock GW (2007) Encouraging participation in virtual communities. Commun ACM 50(2):68–73

    Article  Google Scholar 

  22. Algesheimer R, Dholakia UM, Herrman A (2005) The social influence of brand community: evidence from European car clubs. J Mark 69(3):19–34

    Article  Google Scholar 

  23. Moon JY, Sporoull L (2001) Turning love into money: how some firms may profit from voluntary electronic customer communities. In: Working paper

  24. Zwass V (2010) Co-creation: toward a taxonomy and an integrated research perspective. Int J Electron Commer 15(1):11–48

    Article  Google Scholar 

  25. Kankanhalli A, Tan B, Wei KK (2005) Contributing knowledge to electronic knowledge repositories: an empirical investigation. MIS Q 29(1):113–143

    Google Scholar 

  26. Hsu MH, Ju TL, Yen CH, Chang CM (2007) Knowledge sharing behavior in virtual communities: the relationship between trust, self-efficacy, and outcome expectations. Int J Hum Comput Stud 65(2):153–169

    Article  Google Scholar 

  27. Chen CJ, Hung SW (2010) To give or to receive? Factors influencing members’ knowledge sharing and community promotion in professional virtual communities. Inf Manag 47(4):226–236

    Article  Google Scholar 

  28. Hsu CL, Lin JC (2008) Acceptance of blog usage: the roles of technology acceptance, social influence and knowledge sharing motivation. Inf Manag 45(1):65–74

    Article  Google Scholar 

  29. Papadopoulosa T, Stamatib T, Nopparuchc P (2013) Exploring the determinants of knowledge sharing via employee weblogs. Int J Inf Manag 33(1):133–146

    Article  Google Scholar 

  30. He W, Qiao Q, Wei KK (2009) Social relationship and its role in knowledge management systems usage. Inf Manag 46(3):175–180

    Article  Google Scholar 

  31. Lee MKO, Cheung CMK, Lim KH, Sia CL (2006) Understanding customer knowledge sharing in web-based discussion boards an exploratory study. Internet Res 16(3):289–303

    Article  Google Scholar 

  32. Brodie RJ, Ilic A, Juric B, Hollebeek L (2013) Consumer engagement in a virtual brand community: an exploratory analysis. J Bus Res 66(1):105–114

    Article  Google Scholar 

  33. Coleman JS (1994) Foundations of social theory. Harvard University Press, Cambridge

    Google Scholar 

  34. Lin N (2001) Social capital. Cambridge University Press, Cambridge

    Book  Google Scholar 

  35. Nahapiet J, Ghoshal S (1998) Social capital, intellectual capital, and the organizational advantage. Acad Manag Rev 23(2):242–266

    Google Scholar 

  36. Tsai W, Ghoshal S (1998) Social capital and value creation: the role of intrafirm networks. Acad Manag J 41(4):464–476

    Article  Google Scholar 

  37. Chow WS, Chan LS (2008) Social network, social trust and shared goals in organizational knowledge sharing. Inf Manag 45(7):458–465

    Article  Google Scholar 

  38. Leana CR, Buren HJV (1999) Organizational social capital and employment practices. Acad Manag Rev 24(3):538–555

    Google Scholar 

  39. Füller J (2010) Refining virtual co-creation from a consumer perspective. Calif Manag Rev 52(2):98–122

    Article  Google Scholar 

  40. Ma M, Agarwal R (2007) Through a glass darkly: information technology design, identity verification, and knowledge contribution in online communities. Inf Syst Res 18(1):42–67

    Article  Google Scholar 

  41. Bock GW, Sabherwal R, Qian Z (2008) The effect of social context on the success of knowledge repository systems. IEEE Trans Eng Manag 55(4):536–551

    Article  Google Scholar 

  42. Yu J, Jiang Z, Chan HC (2011) The influence of sociotechnological mechanisms on individual motivation toward knowledge contribution in problem-solving virtual communities professional communication. IEEE Trans Prof Commun 54(2):152–167

    Article  Google Scholar 

  43. McFadyen MA, Cannella AA (2004) Social capital and knowledge creation: diminishing returns of the number and strength of exchange relationships. Acad Manag J 47(5):735–746

    Article  Google Scholar 

  44. Rogers E, Kincaid D (1981) Communication networks: toward a new paradigm for research. The Free Press, New York

    Google Scholar 

  45. Yang SC, Farn CK (2009) Social capital, behavioral control, and tacit knowledge sharing—a multi-informant design. Int J Inf Manag 29(3):210–218

    Article  Google Scholar 

  46. Pavlou PA (2003) Consumer acceptance of electronic commerce: integrating trust and risk with the technology acceptance model. Int J Electron Commer 7(3):101–134

    Google Scholar 

  47. Quigley NR, Tesluk PE, Locke EA, Bartol KM (2007) A multilevel investigation of the motivational mechanisms underlying knowledge sharing and performance. Organ Sci 18(1):71–88

    Article  Google Scholar 

  48. Bradach JL, Eccles RG (1989) Price, authority, and trust: from ideal types to plural forms. Annu Rev Sociol 15:97–118

    Article  Google Scholar 

  49. Mayer R, Davis JH, Schoorman FD (1995) An integrative model of organizational trust. Acad Manag Rev 20(3):709–734

    Google Scholar 

  50. Lesser EL, Storck J (2001) Communities of practice and organizational performance. IBM Syst J 40(4):831–841

    Article  Google Scholar 

  51. Dholakia UM, Bagozzi R, Pearo LK (2004) A social influence model of consumer participation in network- and small-group-based virtual communities. Int J Res Market 21(3):241–263

    Article  Google Scholar 

  52. Lewicki RJ, McAllister DJ, Bies RJ (1998) Trust and distrust: new relationships and realities. Acad Manag Rev 23:438–458

    Google Scholar 

  53. Chi L, Chan WK, Seow G et al (2009) Transplanting social capital to the online world: insights from two experimental studies. J Organ Comput Electron Commer 19(3):214–236

    Google Scholar 

  54. Feldman DC (1984) The development and enforcement of group norms. Acad Manag Rev 9:47–53

    Google Scholar 

  55. Frey B (1999) Morality and rationality in environmental policy. J Consum Policy 22(4):395–417

    Article  Google Scholar 

  56. Huang Q, Davison RM, Gu J (2008) Impact of personal and cultural factors on knowledge sharing in China. Asian Pac J Manag 25:451–471

    Article  Google Scholar 

  57. Cabrera A, Collins WC, Salgado JF (2006) Determinants of individual engagement in knowledge sharing. Int J Hum Resour Manag 17(2):245–264

    Article  Google Scholar 

  58. Terwiesch C, Xu Y (2008) Innovation contests, open innovation, and multi agent problem solving. Manag Sci 54(9):1529–1543

    Article  Google Scholar 

  59. Zheng H, Li D, Hou W (2011) Task design, motivation, and participation in crowd sourcing contests. Int J Electron Commer 15(4):57–88

    Article  Google Scholar 

  60. Moon JY, Sproull LS (2008) The role of feedback in managing the internet-based volunteer work force. Inf Syst Res 19(4):494–515

    Article  Google Scholar 

  61. Gagne M (2009) A model of knowledge sharing motivation. Hum Resour Manag 48(4):571–589

    Article  Google Scholar 

  62. Sherif K, Hoffman J, Thomas B (2006) Can technology build organizational social capital? The case of a global IT consulting firm. Inf Manag 43(7):795–804

    Article  Google Scholar 

  63. Pavlou PA, Gefen D (2004) Building effective online marketplaces with institution-based trust. Inf Syst Res 15(1):37–59

    Article  Google Scholar 

  64. Pavlou PA (2002) Institution-based trust in inter-organizational exchange relationships: the role of online B2B marketplaces on trust formation. J Strateg Inf Syst 11(3):215–243

    Article  Google Scholar 

  65. Daft RL, Lengel RH (1986) Organizational information requirements, media richness and structural design. Manag Sci 32(5):554–571

    Article  Google Scholar 

  66. Carlson JR, Zmud RW (1999) Channel expansion theory and the experiential nature of media richness perceptions. Acad Manag J 42(2):153–170

    Article  Google Scholar 

  67. Kwok SH, Gao S (2005) Attitude towards knowledge sharing behavior. J Comput Inf Syst 46(2):45–51

    Google Scholar 

  68. Zhang X, Bartol KM (2010) Linking empowering leadership and employee creativity: the influence of psychological empowerment, intrinsic motivation, and creative process engagement. Acad Manag J 53(1):107–128

    Article  Google Scholar 

  69. Zhao L, Lu Y, Gupta S (2012) Disclosure intention of location-related information in location-based social network services. Int J Electron Commer 16(4):53–89

    Article  Google Scholar 

  70. Anderson JC, Gerbing DW (1988) Structural equation modeling in practice: a review and recommended two-step approach. Psychol Bull 103(3):41–423

    Article  Google Scholar 

  71. Bentler PM (1989) EQS structural equations program manual. BMDP Statistical Software, Los Angeles

    Google Scholar 

  72. Fornell C, Larcker DF (1981) Evaluating structural equation models with unobservable and measurement error. J Mark Res 18(1):39–50

    Article  Google Scholar 

  73. Byrne BM (1994) Structural equation modeling with EQS and EQS/Window: basic concepts, applications, and programming. Thousand Oaks, CA

    Google Scholar 

  74. Arregle JL, Hitt MA, Sirmon DG, Very P (2007) The development of organizational social capital: attributes of family firms. J Manag Stud 44(1):73–95

    Article  Google Scholar 

  75. Posey C, Lowry PB, Roberts TL, Ellis TS (2010) Proposing the online community self-disclosure model: the case of working professionals in France and the UK who use online communities. Eur J Inf Syst 19(2):181–195

    Article  Google Scholar 

Download references

Acknowledgments

The research was funded by the National Social Science Foundation of China (11XGL015) and the National Science Foundation of China (71271166).

Author information

Authors and Affiliations

  1. Schoool of Management, Xi’an Jiaotong University, 28 Xianning West Road, P.O. Box 2268, Xi’an, 710049, Shaanxi, China

    Haixin Liu, Renjing Liu & Guiquan Li

  2. Graduate School of Management, Clark University, Worcester, MA, 01610, USA

    Jing Zhang

Authors
  1. Haixin Liu
    View author publications

    You can also search for this author in PubMed Google Scholar

  2. Jing Zhang
    View author publications

    You can also search for this author in PubMed Google Scholar

  3. Renjing Liu
    View author publications

    You can also search for this author in PubMed Google Scholar

  4. Guiquan Li
    View author publications

    You can also search for this author in PubMed Google Scholar

Corresponding author

Correspondence to Haixin Liu.

Rights and permissions

Reprints and permissions

About this article

Check for updates. Verify currency and authenticity via CrossMark

Cite this article

Liu, H., Zhang, J., Liu, R. et al. A model for consumer knowledge contribution behavior: the roles of host firm management practices, technology effectiveness, and social capital. Inf Technol Manag 15, 255–270 (2014). https://doi.org/10.1007/s10799-014-0199-8

Download citation

  • Published:

  • Issue Date:

  • DOI: https://doi.org/10.1007/s10799-014-0199-8

Keywords

Search

Navigation