Underpinnings of User Participation in Service Provider-Hosted Online Communities

Puneet Kaur*

*Corresponding author for this work

Research output: Contribution to journalArticleScientificpeer-review

11 Citations (Scopus)

Abstract

The recent emergence of social media-based brand communities is seen as an effective channel for practicing user-centric service innovation. However, user participation is the major hurdle in their sustainability. Despite the growing popularity of these brand communities, there has been only limited research examining the factors affecting user intention to continue using these communities. Teenagers represent an important demographic group, not only as the dominant users, but also in their value and potential in contributing toward successful business. To date, no previous research has investigated the participation behaviour of teenagers in these communities. To address this research gap, the present study examines the factors affecting teenagers' intention to continue participating in Facebook-based brand communities. The roles of social and individual factors in the formulation of their attitudes to participation are examined. The relationship between users' attitudes, activity levels, and continuation intentions are explored. The study findings suggest that self-efficacy, hedonic motivation, reciprocal benefit, and social influence have a positive impact on user attitude. Among these, self-efficacy has the strongest influence. Furthermore, attitude, continuation intention, and activity levels are significantly related. The findings have implications for organisations intending to use social media-based brand communities to practice user-centric service innovation.

Original languageEnglish
Pages (from-to)249-262
Number of pages14
JournalService Science
Volume8
Issue number3
DOIs
Publication statusPublished - Sep 2016
MoE publication typeA1 Journal article-refereed

Keywords

  • user participation
  • social media
  • facebook
  • teenager
  • user-centric service innovation
  • TECHNOLOGY ACCEPTANCE MODEL
  • SOCIAL VIRTUAL WORLDS
  • BRAND COMMUNITY
  • PLANNED BEHAVIOR
  • INFORMATION-TECHNOLOGY
  • HABBO HOTEL
  • E-COMMERCE
  • MEDIA USE
  • PERSPECTIVE
  • GRATIFICATIONS

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