Not All Feedback is Created Equal: How Appreciation and Attention Affect Knowledge Contribution

41 Pages Posted: 29 Jun 2021

See all articles by Xue (Jane) Tan

Xue (Jane) Tan

Indiana University - Kelley School of Business

Fujie Jin

Kelley School of Business, Indiana University

Alan R. Dennis

Indiana University - Kelley School of Business - Department of Operation & Decision Technologies

Date Written: June 1, 2021

Abstract

We conducted two studies in different cultures to examine how two types of feedback, appreciation and attention, affect users’ decisions to make voluntary knowledge contributions to electronic networks of practice (ENP). Appreciation is reflected in positive ratings, votes, and helpfulness evaluations. Attention is reflected in the number of views of contributed content. The first study used clickstream data from a college application ENP in China, where information seekers can read asynchronously posted information and request synchronous consultations with volunteers. The second study was a controlled online experiment in the United States where we assessed users’ willingness to asynchronously answer questions in a college application ENP. In both studies, greater appreciation increased continued knowledge contribution, but greater attention without sufficient appreciation negatively affected contributions. We conclude that appreciation and attention show distinctive yet intertwined impacts on knowledge contributions in ENP in two different cultures across both synchronous and asynchronous participation.

Keywords: electronic networks of practice, ENP, online communities, feedback, information cues, incentive design, online knowledge contribution, online volunteerism

JEL Classification: M15

Suggested Citation

Tan, Xue and Jin, Fujie and Dennis, Alan R., Not All Feedback is Created Equal: How Appreciation and Attention Affect Knowledge Contribution (June 1, 2021). Available at SSRN: https://ssrn.com/abstract=3868520 or http://dx.doi.org/10.2139/ssrn.3868520

Xue Tan (Contact Author)

Indiana University - Kelley School of Business ( email )

1309 East Tenth Street
Indianapolis, IN 47405-1701
United States

Fujie Jin

Kelley School of Business, Indiana University ( email )

Business 670
1309 E. Tenth Street
Bloomington, IN 47401
United States
812-855-0943 (Phone)

HOME PAGE: http://https://kelley.iu.edu/facultyglobal/directory/FacultyProfile.cfm?netID=jinf

Alan R. Dennis

Indiana University - Kelley School of Business - Department of Operation & Decision Technologies ( email )

Business 670
1309 E. Tenth Street
Bloomington, IN 47401
United States

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