The impact of customer orientation on the quantity and quality of user-generated content: A multi-country case study of mobile applications
The impact of customer orientation on the quantity and quality of user-generated content: A multi-country case study of mobile applications
复制标题
客户导向对用户生成内容的数量和质量的影响：移动应用程序的多国案例研究
DOI：
10.1108/apjml-03-2018-0118
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发表时间：
2019
影响因子：
3.7
通讯作者：
Takeyasu Ichikohji
中科院分区：
文献类型：
--
作者：
Bosul Yoo;Sotaro Katsumata;Takeyasu Ichikohji
研究目的：以智能手机应用为例，探讨用户创新行为的驱动因素，以评估消费者对用户生成内容（UGC）态度的直接和间接影响。设计/方法/途径本研究提出了一个结构模型，以检验用户对UGC的创新行为与三个态度因素（参与度、消费者知识和顾客导向）之间的关系。实证分析是基于一项消费者调查，研究日本和中国之间的共同点和差异。在每个国家，选择两个社会化媒体服务作为UGC商业模式的代表性案例，从质和量两个方面衡量用户创新行为。它对追随者的数量和信息传播的频率都有积极的影响。特别是，对于用户创新的质量维度，客户导向的追随者的数量比familiarity.Originality/valueThis研究强调了用户创新的质量方面有更显着的影响。以往的研究主要通过测量信息量来衡量用户创新行为的数量。然而，这项研究衡量的质量和数量方面的追随者的数量和上传内容的频率。这项研究的结果表明，公司应该保持与高度以客户为导向的用户的关系，以管理内容质量。
PurposeThe purpose of this paper is to examine the driving factors of user innovation behaviors using the case of smartphone applications to estimate the indirect and direct effects of consumers’ attitudes toward user-generated content (UGC).Design/methodology/approachThis study proposes a structural model to examine the relationship between user innovation behaviors toward UGC and three attitude factors: involvement, consumer knowledge and customer orientation. The empirical analysis is based on a consumer survey that examines the commonalities and differences between Japan and China. In each country, two social media services are chosen as representative cases of the UGC business model to measure user innovation behaviors toward the quality and quantity aspects.FindingsCustomer orientation is the most significant driving factor of user innovation behaviors toward UGC. It positively affects both the number of followers and the frequency of information transmissions. In particular, for the quality dimension of user innovation, customer orientation has a more significant effect on the number of followers than does familiarity.Originality/valueThis study emphasizes the quality aspect of user innovation. Previous research has focused on the quantity of user innovation behaviors by measuring the amount of information. However, this research measures both the quality and the quantity aspects with the number of followers and the frequency of uploading content. The findings of this study suggest that companies should maintain relationships with highly customer-oriented users to manage content quality.