Leveraging Philanthropic Behavior for Customer Support: The Case of User Support Forums

@article{Jabr2014LeveragingPB,
  title={Leveraging Philanthropic Behavior for Customer Support: The Case of User Support Forums},
  author={W. Jabr and Radha V. Mookerjee and Yong Tan and V. Mookerjee},
  journal={MIS Q.},
  year={2014},
  volume={38},
  pages={187-208}
}
Online user forums for technical support are being widely adopted by IT firms to supplement traditional customer support channels. Customers benefit from having an additional means of product support, while firms benefit by lowering the costs of supporting a large customer base. Typically these forums are populated with content generated by users, consisting of questioners (solution seekers) and solvers (solution providers). While questioners can be expected to keep returning as long as they… Expand
44 Citations

Topics from this paper

A matter of reevaluation: Incentivizing users to contribute reviews in online platforms
Support Forums and Software Vendor's Pricing Strategy
  • Highly Influenced
Attention or Appreciation? The Impact of Feedback on Online Volunteering
  • 1
  • PDF
Knowledge contribution behavior in online Q&A communities: An empirical investigation
  • 35
  • PDF
The Effectiveness of Non-Persistent Social Status as an Incentive Mechanism
  • PDF
Understanding Members’ Active Participation in Online Question-and-Answer Communities: A Theory and Empirical Analysis
  • 65
  • Highly Influenced
  • PDF
The Double-Edged Sword of Expert Reviewer Programs: The Effects of Offering Expert Reviewer Status on Review Generation
  • 4
  • Highly Influenced
The Role of Social Networks in Online reviewing
  • PDF
...
1
2
3
4
5
...

References

SHOWING 1-10 OF 97 REFERENCES
The Role of Feedback in Managing the Internet-Based Volunteer Work Force
  • 124
...
1
2
3
4
5
...