Satisfaction And Continuance In An Online Information Market

Generating sustainable business value from information services is challenging on the web where free information and zero switching costs are the norm. This study examines the role of free comments given in a commercial information service through the lens of the expectation-confirmation theory and continuance. Data from the Google Answers web site is analyzed by structural equations modeling to test the theoretical model whereby customer satisfaction is key to continued use of the service. Customer satisfaction, in turn, is shown to relate to social interaction that takes place on the site. The model is supported by the field data retrieved from the site. The data show that people came with equal expectation, received equal service and continued to use the system if they were satisfied with it. Satisfaction was predicted by conversation. Free activity emerges as an integral part of the service in a fee-based information market, improving continuance, and thereby leading to measurable outcomes for the commercial owners of the site. The contribution of this study is twofold: First, the expectation-confirmation theory is extended by adding a social dimension to it, and second, the findings are based on unobtrusive field data rather than self-report questionnaires

European Journal of Information Systems advance online publication

Abstract Generating sustainable business value from information services is challenging on the web where free information and zero-switching costs are the norm. This study examines the role of free comments given in a commercial information service through the lens of the expectation-confirmation theory and continuance. Data from a question and answer web site are analyzed by structural equations modeling to test the theoretical model whereby customer satisfaction is key to continuance and is predicted largely by social interaction that takes place on the site. The model is supported by the field data retrieved from the site. The data show that people came with equal expectations, received equal service, and continued to use the system if they were satisfied with it. Satisfaction was predicted by conversation. Free activity emerges as an integral part of the service in a fee-based information market, improving satisfaction and continuance, and thereby leading to measurable outcomes for the commercial owners of the site. The findings, based on unobtrusive field data rather than self-report questionnaires, extend expectation confirmation theory by adding a social dimension to it

SCHEDULES OF REINFORCEMENT AND GAME EXPERIENCE

The objective of this paper is to better understand the incentives and rewards structure in online serious games for crowds. We address the issue of feedback mechanisms with a focus on the relationship between game behavior and accumulated game scores (points). We posit that the score keeping system design is likely to inform us regarding patterns of participation in games. Our question is: what is the theoretical basis for designing a solid scoring function that would motivate players in three ways: a. to start playing; b. to continue playing; c. to strive to win? This paper presents a serious game for a large user base (crowd) and highlights some aspects and benefits of using an online serious game for crowds to enhance knowledge sharing. Understanding game scores promises to offer interesting implications in various fields such as business, knowledge sharing, game design, collaborative design environments and education. Currently, this paper is conceptual; however, findings are expected before the MCIS conference

The Subjective Value of Information: Trading expertise vs. content, copies vs. originals in E-Business

What is the subjective value assigned to information? Is the subjective value of information similar to the realistic or normative value, or are there deviations introduced by human processing, the framing of the information source, or the external qualities of packaging and ownership of the information? Do people assess information as having the same value when offered the chance to sell it (Willingness to Accept, WTA) as when facing the need to buy it (Willingness to Purchase, WTP)? This is an empirical, experimental investigation of the effects of expertise vs. content, and copy vs. exclusive original packaging of information on the WTA/WTP ratio. In an animated computer simulation of a business game players maximize their profits by making choices regarding inventory and prices. Participants were also offered the chance to bid in trade (buy or sell) information regarding the weather that may affect demand. We find, as hypothesized, that the subjective value of information does indeed follow the predictions of Endowment Effect theory. Participants revealed a ratio of Willingness to Accept to Willingness to Purchase (WTA/WTP) that resembles the ratio common in the case of private goods. In the decisions, choices and performance recorded for the 294 subjects, we also found support for the hypothesis that the WTA/WTP diverges from unity more often and in a more pronounced manner for information traded in the “original” form rather than as a copy of the original, although even for copies the WTA/WTP ratio is still double. Results yield a value of about three for the WTA/WTP ratio for original information regardless of whether the source is content or expertise. Valuations of content and expertise did not diverge. However, the source of information can be manipulated by system design to become more salient. Copy information received a subjective value which was significantly different (lower) than original information. Implications for both online trading and online sharing of information are discussed

Experimental Investigation of the Subjective Value of Information in Trading

Subjective judgments regarding information are important for the design of information systems. This study examines the endowment effect in the context of evaluating information. Theoretically, value judgments that affect the demand for information are influenced by ownership rights, a phenomenon known as the endowment effect in trading situations. In a simple computer simulated business game, 31 participants conducted a management task in which they were provided opportunities to buy or sell information. The bidding mechanism was incentive compatible. Results show that, in agreement with endowment effect theory, people value information they own much more than information they do not own. This portends undertrading in information. Therefore, the subjective value of information should be considered in the design of systems. Our findings indicate a place for the subjective value of information on the WTA/WTP ratio continuum that emerges from pertinent literature. The ratio for information is similar to that of market goods. Participants had a strong inclination to purchase but not to sell information even though the profit data suggests that the use of information had no objective benefit. This preference is attributed to risk aversion rather than to loss aversion, which is the most widely accepted explanation of the endowment effect. The subjective value of information can, therefore, be affected by system design

Tailoring competitive information sources to the sequence of dynamic capabilities

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Tailoring a Points Scoring Mechanism for Crowd-Based Knowledge Pooling

We address the design of point scoring mechanisms in games for crowds, to promote user motivations to contribute knowledge. We measure the effectiveness of the scoring mechanism on users’ performance across three types of crowd: general public, students in their field of study, general students. The conditions were: reward-free games (control group) and two reward-based systems differing in the algorithm applied (linear y=3x vs. exponential y=6ex). Results support the importance of the mathematical function of scores assignment as a motivator for knowledge contribution, and indicate that the effect of the scoring mechanism design should be tailored according to the type of crowd. These findings provide insights for designers of gamified systems on how to improve knowledge contributions in crowd-based systems

Consume, Modify, Share (CMS): The Interplay between Individual Decisions and Structural Network Properties in the Diffusion of Information

Widely used information diffusion models such as Independent Cascade Model, Susceptible Infected Recovered (SIR) and others fail to acknowledge that information is constantly subject to modification. Some aspects of information diffusion are best explained by network structural characteristics while in some cases strong influence comes from individual decisions. We introduce reinvention, the ability to modify information, as an individual level decision that affects the diffusion process as a whole. Based on a combination of constructs from the Diffusion of Innovations and the Critical Mass Theories, the present study advances the CMS (consume, modify, share) model which accounts for the interplay between network structure and human behavior and interactions. The model's building blocks include processes leading up to and following the formation of a critical mass of information adopters and disseminators. We examine the formation of an inflection point, information reach, sustainability of the diffusion process and collective value creation. The CMS model is tested on two directed networks and one undirected network, assuming weak or strong ties and applying constant and relative modification schemes. While all three networks are designed for disseminating new knowledge they differ in structural properties. Our findings suggest that modification enhances the diffusion of information in networks that support undirected connections and carries the biggest effect when information is shared via weak ties. Rogers' diffusion model and traditional information contagion models are fine tuned. Our results show that modifications not only contribute to a sustainable diffusion process, but also aid information in reaching remote areas of the network. The results point to the importance of cultivating weak ties, allowing reciprocal interaction among nodes and supporting the modification of information in promoting diffusion processes. These results have theoretical and practical implications for designing networks aimed at accelerating the creation and diffusion of information

Informative material for patient empowerment in sensitive situations

Women diagnosed with HPV face a hard-to-understand disease that may impact their psychological and physical health and may pose challenges communicating with healthcare providers in sensitive settings. We posit patient empowerment through targeted educational materials can improve sensitive communication and lead to better health outcomes. This study measured the impact of a patient-empowerment process used in a gynecology clinic for HPV patients to improve sensitive communication during medical-related meetings and on subsequent patient empowerment outcomes. The empowerment process was based on expert-vetted informative material made accessible in the physician’s waiting room on tablet devices. Communication between physicians and patients was measured during medical visits via a direct observation, encoding process. Empowerment items were tested following medical visits. The results were compared to a control group that received non-medical, lifestyle material. 237 female, gynecology patients from a large, private clinic participated. Using expert-vetted, relevant material to enhance patient education in a clinical setting results in higher levels of patient empowerment. Physician interaction impacts patient empowerment as do various communication behaviors and this can lead to positive health outcomes. Experience Framework This article is associated with the Patient, Family & Community Engagement lens of The Beryl Institute Experience Framework (https://theberylinstitute.org/experience-framework/). Access other PXJ articles related to this lens. Access other resources related to this lens