This study extends a social capital model to explore motivations behind knowledge contributions in firm-hosted commercial online communities. It examines the impact of commitment to the community and the firm, reciprocity, and individual attributes like perceived informational value, sportsmanship, and online interaction propensity on the quality and quantity of knowledge contributions. The findings, from a survey of 203 members of a technical support community, highlight the significance of online interaction propensity, community commitment, and perceived informational value as key drivers of knowledge contribution.
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Wiertz, Caroline, and Ko de Ruyter. "Beyond the call of duty: Why customers contribute to firm-hosted commercial online communities." Organization studies 28.3 (2007): 347-376.
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