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URI permanente desta comunidadehttps://repositorio.fei.edu.br/handle/FEI/1
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Resultados da Pesquisa
- The mixed effects of participant diversity and expressive freedom in online peer-to-peer problem solving communities(2014-08-05) DE ALMEIDA S. O.; DHOLAKIA, U. M.; HERNANDEZ, J. M. C.; MAZZON, J. A.Online peer-to-peer problem solving (P3) communities provide a cost-effective and reliable means of delivering education and service support to customers of complex, frequently evolving products. Through a multi-disciplinary conceptual framework, we examine the roles of diversity perceptions and expressive freedom in affecting learning and social identification of online P3 community participants, and in turn, their effects on the participants' relationship with, and future intentions towards the brand. We test our hypotheses via a structural equation model with survey data obtained from 555 active members of the two largest XBOX online P3 communities in Brazil. Our results reveal that greater perceived diversity facilitates learning but hinders social identification, whereas expressive freedom has positive effects on learning, but no effect on social identification. Social identification fully mediates the effects of the antecedents on outcomes. We also discuss the theoretical contributions and the managerial implications of our findings, and suggest opportunities for future research. © 2014.
- Are knowledge intensive business services really co-produced? Overcoming lack of customer participation in KIBS(2015) SANTOS, J. B.; SPRING, M.© 2015 Elsevier Inc.Customer participation is considered necessary for the delivery of effective Knowledge Intensive Business Services (KIBS). However, for different reasons, KIBS customers are not always able to participate actively during the delivery process and providers have to compensate for this in order to deliver effective solutions. We conducted case-based research to understand how KIBS providers do this. The three cases studied suggest that, besides customer education, providers use preventive and problem-management strategies to counterbalance limited customer participation. These three strategies are used in a complementary way and are enabled by the expertise of KIBS providers. They also contribute to the delivery of effective KIBS. The research outcomes refine the existing knowledge of customer participation in KIBS, which has so far focused mainly on the causes and consequences of it and overlooked other related issues. Our results also suggest that practitioners could use the level of customers' ability and willingness to participate as segmentation criteria and then define their strategies and allocate their resources accordingly.