Online Community Experience Research Articles

Does online community engagement and online community experience play a role in value co-creation at Jenius BTPN bank?

Jenius BTPN is one of the many digital banking resources in Indonesia. This study investigates the effect of online community experience and online community engagement on value co-creation at Jenius BTPN Bank. The sample for this research comprises Jenius customers who join the Jenius online community and follow Jenius BTPN on Instagram @jeniusconect. The number of respondents in this study was 101, and data collection used online questionnaires. Data analysis was performed using regression and path analysis. The results of this study indicate that Jenius’s co-creation is still in the idea-creation stage of value co-creation within the progression levels of ideas, brand advertisement, and products. Testing for this study’s hypothesis reveals that: 1) Online community experience and online community engagement variables have a significant effect on value co-creation, and 2) Online community engagement strengthens the influence of online community experience on value co-creation.

How online community experience influences career decision-making self-efficacy

This study explored the association of online community experience with perceived career reality and career decision-making self-efficacy. We collected 298 valid questionnaires from a convenience sample of university graduates who had joined their university's online community for career development. The research results showed that three elements of online community experience (information experience, entertainment experience, and interaction experience) were positively associated with perceived career reality, which was, in turn, positively associated with career decision-making self-efficacy. In addition, perceived career reality had a mediating effect in the relationship between online community experience and career decision-making selfefficacy. This research provides a perspective for educators to make use of internet platforms to enhance students' career decision-making self-efficacy.

Review Evaluation for Hotel Recommendation

With the prevalence of backpacking and the convenience of using the Internet, many travelers like sharing their experiences in online communities. The development of online communities has changed the decision-making process of consumer purchasing, especially for travel, i.e., some travelers reconsider their decisions because they believe that the reviews of online communities are more valuable than advertisements. However, these reviews are not completely reliable since most reviews are provided without specific author information and the review data are too large to be observed. In this paper, we propose a novel approach (named ET) to evaluate the trustworthiness of reviews in online travel communities. Our method considers three concepts, including the sentiment similarity of reviewers in the social network, features of the reviews, and behaviors of the reviewers. The experimental results demonstrate that our method is effective in evaluating the trustworthiness of reviews.

The design and development of an experience measure for a peer community moderated forum in a digital mental health service.

Online digital mental health communities can contribute to users' mental health positively and negatively. Yet the measurement of experience, outcomes and impact mechanisms relating to digital mental health communities is difficult to capture. In this paper we demonstrate the development of an online experience measure for a specific children and young people's community forum inside a digital mental health service. The development of the Peer Online Community Experience Measure (POCEM) is informed by a multi-phased design: (i) item reduction through Estimate-Talk-Estimate modified Delphi methods, (ii) user testing with think-aloud protocols and (iii) a pilot study within the digital service community to explore observational data within the platform. Experts in the field were consulted to help reduce the items in the pool and to check their theoretical coherence. User testing workshops helped to inform the usability appearance, wording, and purpose of the measure. Finally, the pilot results highlight completion rates, differences in scores for age and roles and "relate to others", as the most frequent domain mechanism of support for this community. Outcomes frequently selected show the importance of certain aspects of the community, such as safety, connection, and non-judgment previously highlighted in the literature. Experience measures like this one could be used as indicators of active therapeutic engagement within the forum community and its content but further research is required to ascertain its acceptability and validity. Multi-phased approaches involving stakeholders and user-centred design activities enhances the development of digitally enabled measurement tools.

The Helpfulness of Web-Based Mental Health and Well-being Forums for Providing Peer Support for Young People: Cross-sectional Exploration.

BackgroundYoung people are increasingly seeking out web-based support for their mental health and well-being. Peer support forums are popular with this age group, with young individuals valuing the fact that the forums are available 24/7, providing a safe and anonymous space for exploration. Currently, little systematic evaluation of the helpfulness of such forums in providing support has been conducted.ObjectiveThis study examined the helpfulness of the support offered within web-based mental health and well-being peer support forums for young people. It specifically investigated the self-reported user ratings of helpfulness reported through the completion of a developing experience measure. The ratings will be used to consider further development of the measure and reflect upon the overall helpfulness of the forums as indicated by the reported scores.MethodsThe study used routinely collected practice-based outcome data from web-based mental health forums for young people. These forums are hosted by the UK-based web-based therapy and support service, Kooth. A cross-sectional design was used to explore—using a range of inferential statistical measures—the outcomes reported by those accessing the forums using a Peer Online Community Experience Measure (POCEM). To consider the helpfulness in general, 23,443 POCEMs completed in 2020 were used. A second data set of 17,137 completed POCEMs from the same year was used to consider whether various engagement indicators had an impact upon the helpfulness rating.ResultsFemale users aged between 11 and 16 years predominantly completed the POCEM. This is in keeping with the majority of those using the service. In total, 74.6% (8240/11,045) of the scores on the POCEM indicated that the individuals found the posts helpful. An ANOVA indicated that male users were more likely to report obtaining intrapersonal support, whereas female users obtained interpersonal support. Furthermore, the POCEM scores reflected the internal consistency of the measure and provided an insight into the way that young people made use of the peer support resource; for instance, posts that were rated more helpful were correlated with spending longer time reading them, and the topics discussed varied throughout the day with more mental health issues being discussed later at night.ConclusionsThe results seem to demonstrate that, overall, the young people involved in this study found web-based peer support helpful. They indicate that peer support can provide an important strand of care within a supportive mental health ecosystem, particularly during time periods when in-person support is typically closed. However, limitations were noted, suggesting that caution is needed when interpreting the results of this study. Although such services are incredibly well used, they have received little research attention to date. As such, further investigation into what constitutes helpful and unhelpful peer support is needed.

Customer cocreation experience in online communities: antecedents and outcomes

PurposeThe purpose of this article is to obtain an in-depth insight into the nature and impact of customers´ cocreation experiences in online communities and the effects of customer cocreation on innovation processes.Design/methodology/approachThis study is focused on an online cocreation community created by a market research company on behalf of a company. By means of a case study approach and through in-depth interviews, the authors identify the actual customer experiences and measure (or assess) the degree of involvement of customer creativity and experience in new idea generation.FindingsCocreation experience can be enhanced through evoking pragmatic, sociability, usability and hedonic experiences and more positive experiences and therefore, outcomes of collaborative innovation in online communities can be achieved. Findings show a classification of each role the community moderator/community manager and peer online community members perform as antecedents of cocreation experience, highlight the value of group feeling/sense of community/sense of belonging and homophily/communality in achieving that, the nature of a supportive online platform and give an overview of positive and negative outcomes of cocreation experience.Originality/valueThis case study provides with valuable insights in the phenomenon of customer cocreation and how to enhance participation of community members in collaborative innovation in online communities through positive experience, which is important for businesses involved in innovation trajectories and product and service improvement efforts.

Human values and digital citizen science interactions

Sustained participation is critical to the success of digital citizen-science initiatives, yet much of the current literature focuses on mapping people’s motives to engage without considering the extent to which participation is sustained over time. We conducted a year-long experimental study (n=85) “in-thewild” to explore the effects of human-value orientations on the use of digital citizen-science tools. Participants took part in both the co-design and use of digital citizen-science tools in Lappeenranta, Finland from 2018–2019. Our statistical analysis finds evidence of relations between value orientations, sustained participation, and the number and quality of digital interactions. Specifically, we find that value orientations are linked with different usage patterns. For instance, people with a stronger openness-to-change (OTC) values tended to use the mobile application to check others’ submissions, even when they had nothing to submit, whereas people with stronger security values mostly used the application when they had something relevant to submit. Further understanding the influence of human values in digital citizen science is a promising area for future research that could contribute to a) guide the design of incentive mechanisms, b) understand user experiences in online communities, and c) inform the design and evaluation of digital citizen-science technologies.

Toward auto-netnography in consumer studies

The purpose of this article is to offer an argument for a wider acceptance and adoption of online auto-ethnography—or auto-netnography as an alternative social media research method to online ethnography—or netnography—when undertaking consumer research. As an online research method, netnographies have attracted increasing attention from researchers in various inter-disciplinary studies during recent years, but the method is still not considered mainstream. While the proliferation of online communities using various social media platforms is increasingly supporting consumers when making product/service choices, the adoption of netnographies appears to leave room for an extension toward the consideration by consumer researchers of how auto-netnography could highlight these researchers’ own personal experiences in online communities. Auto-netnography allows the researcher to capture their own online experiences as a consumer would through social observation, reflexive note-taking, and other forms of data. Contemporary technology can also provide a more innovative approach with artificial intelligence offering an alternative dimension. We contend there is a need for consumer researchers—both academic and practitioner—to further reflect on and discuss the deployment of auto-netnography to contribute to further exploration of online communities through the qualitative lens.

Formal and informal support and counselling for embryo donation and receipt: An Australian qualitative study.

Despite growing numbers of people engaging in embryo donation for the purposes of family building, public access to information about the process may be limited. As such, support and counselling - both formal (i.e. through clinics) and informal (i.e. through online communities) - can play an important role in information provision. This article draws on a sub-sample of nine people from a qualitative study of embryo donation and receipt in Australia undertaken in 2017-2018. Themes developed suggest that formal support and counselling provided by clinics can be useful, though can require persistence to access and may not sufficiently address needs. In terms of informal support, themes developed suggest that sharing lived experiences in online communities can be important; however, there may also be challenges associated with differing viewpoints and threats to anonymity. The article concludes with a discussion of the ongoing importance of formal support and counselling while also suggesting that informal support is an avenue requiring further investigation.

Did they login?

Researchers studying user behaviors in online communities often conduct analyses of user interaction data recorded in system logs e.g., an edit in Wikipedia. Such analysis relies on collating interactions by a unique identifier such as a user ID. However, if users can contribute without being logged-in (i.e., anonymously) analysis of interaction data omit part of a user's experience. Problematically, anonymous traces are unlikely to be randomly distributed, so their omission can change statistical conclusions, with implications for both research and practice. To understand the impacts on conclusions of leaving out anonymous traces, we conducted an analysis of system logs from two online citizen science projects. Attributing anonymous traces with user IDs, we found that (1) many users contribute anonymously, though with varied patterns; and (2) attributing anonymous traces diminishes empirical evidence used to support theory and change the results of system algorithms. These results suggest anonymous traces have implications for research on user behaviors and the practices associated with using such data to tailor user experiences in online communities.

Online Collaborative Mentoring for Technology Integration in Pre-Service Teacher Education

The Mentored Innovation Model is an online collaborative mentoring model developed in Hungary to help teachers integrate technology in their classrooms in meaningful ways. It combines an online modular approach of formal pedagogical ICT training with an informal online community experience of sharing, developing and critiquing of shared learning resources during teacher education coursework. In this article we describe its implementation with pre-service teachers to support them with technology integration in their teaching. We then discuss the usefulness of the model for teacher education based on the results of a technology self-efficacy and mentoring satisfaction survey with 116 pre-service teachers.

From Moodle to Facebook: Exploring students' motivation and experiences in online communities

The present paper documents a qualitative study that examines the motivating and inhibiting factors that influenced students' engagement in online discussions via Moodle and Facebook. The data was collected through individual interviews with 14 pre-service teachers. Using the Activity Theory as a lens, the study reveals a set of factors concerning the technical tools, subjective perceptions, goals of online discussion, social presence within a community, rules for participation, and roles of the participants that affect their online engagement patterns. The findings of the study inform educators and software designers of how online discussions can be better promoted among students, and how a web-based environment more conducive to learning can be created.

Clinical and demographic characteristics of online community members—does it represent reality?

The decision to undergo surgery for scoliosis is shared between the physician, patient, and family. In an effort to obtain objective data regarding scoliosis surgery, patients often use the Internet, which includes sharing experiences in online communities. To this end, physicians have limited knowledge about disease-specific online communities. To analyze the clinical and demographic characteristics of patients who use disease-specific online communities. A retrospective clinical study. One hundred ninety-five patients with scoliosis who are also members of a popular scoliosis-specific online community. Five domains of the Scoliosis Research Society-22 (SRS-22) quality-of-life questionnaire: function, pain, mental health, self-image, and satisfaction. An online questionnaire was submitted by members of a scoliosis-specific online community. One hundred ninety-five patients with scoliosis fulfilled the inclusion criteria, which represented 54% of all active members who have logged into this community during the time of data collection. A descriptive analysis was performed for demographic and clinical characteristics. Analysis revealed a bimodal age distribution. Most online members were female (74%) and underwent surgical treatment (78%). Of all surgical patients, 52% had surgery between the age of 10 and 18 years. The average time since surgery (follow-up) was 10 years and 9 months. A revision rate of 17% was calculated, which increased with longer follow-up. Five of nine surgical subgroups significantly outperformed nonsurgical patients in regards of SRS-22 total scores. This study supports that members from an online scoliosis community may be the representative sample of the general scoliosis patient population. The information obtained may be useful for physicians to understand patient concerns and mitigate treatment expectations when counseling patients.

Evaluating patient experience in online health communities

Online communities that focus on health-related matters have rapidly increased in number in the last several years or so. The increasing demand from health consumers for such forums have led several leading health care organizations (HCOs), including Kaiser Permanente and Johns Hopkins, to establish online communities/discussion forums as part of their patient-support services. Patients' interactions in such HCO-led online health communities potentially add another important dimension to the overall patient experience. However, there has been limited research focus on measuring or evaluating patients' experience in such online health communities. The objective of this study was to evaluate patients' online community experience (OCE) and examine its impact on patients' attitude toward the HCO and its services. The data collection was conducted using an online questionnaire sent to consumers/patients who participated in the online health communities of three large academic medical centers: the Johns Hopkins Pathology discussion board, run by the pathology department at Johns Hopkins University; the MD Anderson Cancer survivor board, run by MD Anderson Cancer Center at the University of Texas; and the Joslin Discussion Board, run by Joslin Diabetes Center affiliated with Harvard Medical School. Confirmatory factor analysis was done to validate the four dimensions of OCE. Linear regression technique was used to validate the impact of OCE on patient attitudes. The results provide support for four dimensions of patients' OCE: pragmatic, empathic, sociability, and usability. Furthermore, all these four dimensions of OCE had a positive impact on patient's attitudes toward the HCO and its services. An understanding of the four dimensions of patient experience in online health communities and its implications on patient attitudes could help HCOs to design, deploy, and manage such online health communities more effectively.

Travelers’ social identification and membership behaviors in online travel community

Given the growing use of the Internet, not only for the purchasing of holidays but also for exchange of information and sharing experiences, the issue of how social identification is created in an online community assumes potential importance. This study investigates travel members’ social identification through their online community experience and its positive behavioral outcomes (i.e., membership behaviors). Data are derived from 352 respondents belonging to MSN groups and are analyzed using structural equation modeling. Results of this study show that members’ active participation fortifies their sense of belonging to the online travel community, which makes members support the community by showing several positive member behaviors such as knowledge sharing, community promotion, and behavioral changes. Travel member’s interaction levels are further revealed to strengthen the magnitudes of the proposed relationships.

Managing customer experiences in online product communities

Many companies have established online product communities or forums as a vehicle to extend product support services to their customers. Customers' interactions in such online forums with peer customers and vendor representatives resolve their product-related queries as well as inform on their product purchase decisions. Despite the significance of such interactions, there has been limited theoretical attention so far on how companies can manage customer experiences in online product communities. Drawing on theories and concepts from diverse areas including computer-mediated communication, consumer psychology, and online communities, this study proposes a four dimensional construct – Online Community Experience (OCE) – to capture customer experiences in such online product communities, and examines its impact on customer attitudes regarding the product, the company, and the quality of service. Data collected from customers in online product forums offered by four companies is used to test the study hypotheses. Implications for research on online consumer behavior and marketing are discussed.

Conceptualising customers' Online Community Experience (OCE): an experimental study

Online or web-based product communities are 'social spaces' and customers could go through various experiences when they visit and interact in such communities. What is the nature, or what are the dimensions, of 'customer experience' in such online communities? Can positive customer experiences be proactively facilitated by companies? This study proposes a new theoretical construct, Online Community Experience (OCE), to enhance our understanding of customers' interactions in online product communities and to address the above questions. We draw on diverse theoretical areas including computer-mediated communication, consumer psychology, information processing and brand communities to identify the critical antecedents of OCE. The research model was validated using an experimental study involving 108 subjects. The study findings offer strong support to the research model and imply the importance of OCE as a construct in studies of online product communities and consumer behaviour. The key implications for future research and managerial practice are discussed.

Online Community Experience (OCE) and its impact on customer attitudes: an exploratory study

Many companies have realised the critical importance of online product communities as a tool to facilitate interactions amongst their customers and to strengthen customer-product ties. This study proposes a new construct, Online Community Experience (OCE), to enhance our understanding of customers' online interactions in such communities and its impact on customers' product-related perceptions and attitudes. We draw on diverse theoretical areas including computer-mediated communication, information processing, and brand communities to identify the critical antecedents of OCE. The model was validated using data collected from a sample of 108 subjects through a set of two questionnaires. The study findings offer strong support for the model and indicate the importance of OCE as a critical mediating variable in understanding the impact of online community participation on customer attitudes and perceptions. The key implications for future research and managerial practice in the areas of online communities, marketing communication, and customer relationship management are discussed.

Teacher professional learning in an online community: the experiences of the National Quality Schooling Framework Pilot Project

Educational authorities in many developed countries are funding the development of online environments that aim to facilitate teacher professional learning through collegial, reflective sharing of practice. But is this a case of ‘if we build it they will come’? Are teachers ready to share ideas and experiences in online communities of practice to enhance their professional learning? This article examines the experiences of teachers and school leaders who participated in a pilot online environment created to support teacher professional learning and it identifies factors that facilitated use of the online environment and factors that acted as a deterrent to use. The article identifies three key sets of conditions that deter teachers’ use of online communities as a model for professional learning. These include a lack of perceived commonality of purpose; an underdeveloped culture of shared, critical reflection about practice; and lack of familiarity and experience amongst teachers in using computer‐mediated communications tools as part of their regular practice.