Satisfaction with virtual communities in B2B financial services: social dynamics, content and technology

E. Chompis, R.W.H. Bons, B.J. van den Hooff, J.F.M. Feldberg, H. Horn

Research output: Contribution to JournalArticleAcademicpeer-review

Abstract

This study explores satisfaction with Virtual Communities in a Financial Services setting. Based on Expectancy Value Theory and the concept of Experiential Value we hypothesize that three sources of value drive user satisfaction in a B2B-VC: social ties, content and technology. We propose a theoretical model to operationalize these concepts. The hypotheses in the model are tested via a Partial Least Square analysis on data gathered via a survey among participants in a leading Virtual Community in the Financial Services industry. As such, we aim to contribute to the growing body of knowledge on Social Media, in particular addressing the relatively unexplored domain of Business-to-Business (B2B) where individuals act on behalf of a company instead of their own interests. Our findings show that user satisfaction in a B2B-VC is driven by the three aforementioned sources of value.
Original languageEnglish
Pages (from-to)165-177
JournalElectronic Markets
Volume24
Issue number3
DOIs
Publication statusPublished - 2014

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Industry
Social dynamics
Virtual community
Financial services
User satisfaction
Business-to-business (B2B)
Partial least squares
Body of knowledge
Value theory
Expectancy
Social ties
Social media
Financial services industry

Cite this

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abstract = "This study explores satisfaction with Virtual Communities in a Financial Services setting. Based on Expectancy Value Theory and the concept of Experiential Value we hypothesize that three sources of value drive user satisfaction in a B2B-VC: social ties, content and technology. We propose a theoretical model to operationalize these concepts. The hypotheses in the model are tested via a Partial Least Square analysis on data gathered via a survey among participants in a leading Virtual Community in the Financial Services industry. As such, we aim to contribute to the growing body of knowledge on Social Media, in particular addressing the relatively unexplored domain of Business-to-Business (B2B) where individuals act on behalf of a company instead of their own interests. Our findings show that user satisfaction in a B2B-VC is driven by the three aforementioned sources of value.",
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Satisfaction with virtual communities in B2B financial services: social dynamics, content and technology. / Chompis, E.; Bons, R.W.H.; van den Hooff, B.J.; Feldberg, J.F.M.; Horn, H.

In: Electronic Markets, Vol. 24, No. 3, 2014, p. 165-177.

Research output: Contribution to JournalArticleAcademicpeer-review

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