聊天室
心理学
群(周期表)
互联网隐私
万维网
用户生成的内容
业务
社会心理学
计算机科学
互联网
社会化媒体
有机化学
化学
作者
Yue Feng,Xianghua Lu,Xiaoquan Zhang
标识
DOI:10.25300/misq/2023/17481
摘要
This paper investigates the role of self-disclosure in online chat groups (OCGs), which serve as a communication channel situated between public platforms and private live chats. Our investigation delves into the effects of mutual disclosures, originating from other members and focal users, on user engagement in terms of promptness, positivity, and effort. We also explore the disclosure content and the interplay between mutual disclosures regarding consistency in content intimacy. Using data from a retailer who utilizes OCGs for customer services, our findings reveal that mutual disclosures are positively associated with user engagement through the mechanism of liking and uncover multifaceted influences from content intimacy consistency between mutual disclosures. The results are further verified by a controlled experiment and various robustness tests. Moreover, our study differentiates and discusses the roles of group hosts and peer users in facilitating OCG engagement. This research broadens our understanding of how self-related information exchange in online group conversations promotes meaningful engagement. Our fine-grained analysis of disclosure interactions provides clear guidance for firms to strategically manage customer relationships through OCGs and sheds new light on conversational commerce.
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