Year: 2015
Type: dissertation
Abstract: In this dissertation I study consumers’ participation in online communities for customer support. Based on an extensive literature review, I identify four different ways in which consumers participate in such communities: by help seeking, by help giving, by participating in reflective reframing, and by conducting reinforcing activities. An exploratory study of two online communities for customer support enables me to suggest items for measuring the four forms of participation. I statistically test and validate the new scales and items by performing a pretest on university students and running analyses in LISREL 9.10.
Source: BIBSYS Brage (BIBSYS (Norway))
Author: Njål Sivertstøl
Language: English
Subfield: Marketing
Domain: Social Sciences
Open Access status: green
OpenAlex ID: W2558399112