Beyond the call of duty: Why customers contribute to firm-hosted commercial online communities

Firm-hosted commercial online communities, in which customers interact to solve each other's service problems, represent a fascinating context to study the motivations of collective action in the form of knowledge contribution to the community. We extend a model of social capital based on Wasko and Faraj (2005) to incorporate and contrast the direct impact of commitment to both the online community and the host firm, as well as reciprocity, on quality and quantity of knowledge contribution. In addition, we examine the moderating influence of three individual attributes that are particularly relevant to the firm-hosted community context: perceived informational value, sportsmanship, and online interaction propensity. We empirically test our framework using self-reported and objective data from 203 members of a firm-hosted technical support community. In addition to several interesting moderating effects, we find that a customer's online interaction propensity, commitment to the community, and the informational value s/he perceives in the community are the strongest drivers of knowledge contribution

Interaction, Emotion, and Collective Identities

[Excerpt] This chapter poses the question: How do emotional aspects of social interaction affect the emergence and salience of collective identities? I assume that social interaction inherently involves an implicit or explicit joint task—namely to accomplish some result that can only be produced with others. The most fundamental “task” of social interaction can be construed as the coordination and alignment of behavior, such that actors successfully conclude the interact ion episode. Essential to this task is a working consensus about definitions of self and other in the social situation, i.e., consensual self-other identities. A central component of my argument is that social interaction has emotional effects that vary with the success of actors at accomplishing this fundamental task. This paper theorizes the conditions under which emotional effects of social interaction promote collective identities that bridge or transcend self-other role identities

Social Closure and the Evolution of Cooperation via Indirect Reciprocity

Direct and indirect reciprocity are good candidates to explain the fundamental problem of evolution of cooperation. We explore the conditions under which different types of reciprocity gain dominance and their performances in sustaining cooperation in the PD played on simple networks. We confirm that direct reciprocity gains dominance over indirect reciprocity strategies also in larger populations, as long as it has no memory constraints. In the absence of direct reciprocity, or when its memory is flawed, different forms of indirect reciprocity strategies are able to dominate and to support cooperation. We show that indirect reciprocity relying on social capital inherent in closed triads is the best competitor among them, outperforming indirect reciprocity that uses information from any source. Results hold in a wide range of conditions with different evolutionary update rules, extent of evolutionary pressure, initial conditions, population size, and density

Sex and power in interaction: conversational privileges and duties

This paper examines conversational behavior which previous research suggests is differentiated on the basis of sex. Interaction is conceptualized in terms of a sexual,division of labor wherein men dominate conversation and women behave in a supportive manner. The literature raises the question of whether these differences in conversational patterns are tied to power as well as sex. A study was designed to determine which of a set of variables reflecting conversational duties and privileges are linked to power, to sex, or to both. The data were coded from interactions of intimate couples divided among those with both partners sharing power equally and those where one partner has more power. Three types of couples were compared: cross-sex couples, male couples, and female couples. Interruptions and back channels are linked to power regardless of the sex of the actor, as are tag questions, although the rarity of their occurrence makes any conclusions tentative. The more powerful person interrupts his or her partner more and produces lower rates of back channels and tag questions. Talking time and question asking seemed linked to both sex and power, though not in any simple way. The results of the analyses of minimal responses and overlaps proved inconclusive. In recent years there has been a growing re-search interest in sex differences in speech (e.g., Thorne and Henley, 1975; Thorne et al., 1983). Conversational behavior, it was once argued, can be viewed as having a "male dialect " and a "female dialect " (Kramer, 1974). More recent commentators feel that such a conceptualization exaggerates and at the same time oversimplifies the differences between men's and women's speech (Thorne et al., 1983: 14). However, neither these authors, nor any others, deny that there are significant sex differences in verbal interaction. As various sex differences were observed, some authors began to look at possible reasons for their existence and at their implications