HsiuJu Rebecca Yen

Good Soldiers on the Web: Understanding the Drivers of Participation in Online Communities of Consumption

Effective consumer participation (CP) may greatly determine the success of an online community of consumption (OCC). Drawing on theories of organizational citizenship behavior, this paper offers a conceptualization of CP and classifies participation into in-role and extra-role types. An integrated framework based on the concept of customer participation and online community management is proposed and tested with a survey of 469 respondents to explore the antecedents of CP in OCCs. The results show that the effectiveness of online community management, cooperative norms, technology readiness, and perceived benefits of participation all significantly affect in-role and extra-role CP. The findings also reveal that in-role participation is primarily determined by the effectiveness of online community management, whereas extra-role participation is mainly affected by perceived benefits of participation. In addition, effectiveness of online community management positively influences cooperative norms and perceived benefits of participation. This study sheds some new light on the characteristics of CP in OCCs by demonstrating that the OCC users differentiate their in-role participation from extra-role participation. The findings pertaining to the drivers of CP also offer guidelines for managing the two types of participative behavior, which are both vital for the sustainability and success of OCCs.

Do organizational citizenship behaviors lead to information system success

We adapted a model in organizational theory to determine whether organizational citizenship behaviors (OCBs) of system implementation teams influenced that organizations integration climate and improved their project management, resulting in successful system implementation. Surveys were elicited from 254 system users in various business organizations that had implemented large-scale IS in the previous year; the analysis of their responses provided support for our model, suggesting that the OCB of the implementation team created a higher level of integration climate and more effective project management, and that these in turn influenced information system success. Implications for researchers and managers are discussed and limitations are identified.

The Effect of Channel Quality Inconsistency on the Association between E-Service Quality and Customer Relationships

Purpose – Based on prior studies, the performance of customer relationships depends highly on the characteristics of the e‐service. However, the strength of this association can be impacted when businesses employ multichannel services (e.g. offering online and offline services). With multichannel services, any inconsistency in perceived quality across channels may result in customer distrust toward a service provider. The purpose of this study is to investigate the effect of inconsistent quality on the association between e‐service quality and customer relationships in a university context.Design/methodology/approach – This study conducted a web survey and 318 respondents who have both physical and e‐service experiences were collected. The inconsistent quality across channels was divided into three groups by k‐means clustering approach. Next, the hypothesized associations were analyzed using regression analysis based on three groups.Findings – The results show that inconsistent quality has different impac...

A Multilevel Approach to Examine Employees’ Loyal Use of ERP Systems in Organizations

Abstract A successful enterprise resource planning (ERP) system ultimately requires loyal use—proactive, extended use and willingness to recommend such uses to others—by employees. Building on interactional psychology literature and situational strength theory, we emphasize the importance of psychological commitment, in addition to behavioral manifestation, in a multilevel model of loyal use. Our empirical test of the model uses data from 485 employees and 166 information system professionals in 47 large Taiwanese organizations. Individual-level analyses suggest that perceived benefits and workload partially mediate the effects of perceived information quality (IQ) and system quality (SQ) on loyal use. Cross-level analyses show that IQ at the organizational level alleviates the negative effect of an employee’s perceived workload on loyal use; organization-level SQ and service-oriented organizational citizenship behaviors (SOCBs) of internal information systems staff reduce the influence of employees’ perceived benefits. Overall, our findings suggest that IQ, SQ, and SOCBs at the organizational level influence employees’ loyal use in ways different from their effects at the individual level, and seem to affect individuals’ cost–benefit analyses. This study contributes to extant literature by considering the SOCBs of the internal information systems group that have been overlooked by most prior research. Our findings offer insights for managers who should find ways to create positive, salient, shared views of IQ, SQ, and SOCBs in the organization to nourish and foster employees’ loyal use of an ERP system, including clearly demonstrating the system’s utilities and devising viable means to reduce the associated workload.

Predicting good deeds in virtual communities of consumption

Purpose – Motivated by situational strength theory and multi-level theory, the purpose of this paper is to propose a cross-level model to examines whether virtual community citizenship behaviors (VCCBs) are affected by consumers’ individual differences on reciprocity, other consumers’ collective citizenship behaviors at community-level (members citizenship behaviors, MCBs), and their interaction effects. Design/methodology/approach – The research model is tested with a sample of 340 consumers collected from the 34 virtual communities of consumptions (VCCs). Because consumers are embedded in communities, the authors employ the hierarchical linear modeling for data analyses. Findings – The findings reveal positive effects of individual’s prosocial values and community-level MCBs, and a negative effect of exchange ideology, on VCCBs. There is a significant cross-level moderation effect of MCBs such that MCBs reduce the negative influence of exchange ideology on VCCBs. Research limitations/implications – This...