Click “Like” on Facebook: The Effect of Customer-to-customer Interaction on Customer Voluntary Performance for Social Networking Sites

References

• Arndt, J. A. (1967). Role of product-related conversations in the diffusion of a new product. Journal of Marketing Research, 4 (3), 291–295.
   Web of Science ®Google Scholar
• Bagozzi, R. P. (1995). Reflections on relationship marketing in customer markets. Journal of the Academy of Marketing Science, 23 (4), 272–277.
   Google Scholar
• Baker, J. (1987). The role of the environment in marketing service: The consumer perspective. In J. A. Czepiel, C. A. Congram, & J. Shanahan (Eds.), The service challenge: Integrating for competitive advantage (pp. 79–84). Chicago, IL: American Marketing Association.
   Google Scholar
• Bettencourt, L. A. (1997). Customer voluntary performance: Customer as partner in service delivery. Journal of Retailing, 73 (3), 383–406.
   Web of Science ®Google Scholar
• Bhattacharya, C. B., Hayagreeva, R., & Glynn, M. A. (1995). Understanding the bond of identification: An investigation of its correlates among art museum members. Journal of Marketing, 59 (4), 46–57.
   Web of Science ®Google Scholar
• Bitner, M. J. (1992). Servicescape: The impact of physical surroundings on customers and employees. Journal of Marketing, 56 (2), 57–71.
   Web of Science ®Google Scholar
• Błachnio, A., Przepiórka, A., & Rudnicka, P. (2013). Psychological determinants of using Facebook: A research review. International Journal of Human-Computer Interaction, 29 (11), 775–787.
   Web of Science ®Google Scholar
• Blanchard, A. L., & Markus, M. L. (2004). The experienced “sense” of a virtual community: Characteristics and processes. The DATABASE for Advances in Information Systems, 35 (1), 65–79.
   Google Scholar
• Brandtzæg, P. B., Lüders, M., & Skjetne, J. H. (2010). Too many Facebook “friends”? Content sharing and sociability versus the need for privacy in social network sites. International Journal of Human-Computer Interaction, 26 (11–12), 1006–1030.
   Web of Science ®Google Scholar
• Broadhead, W. E., Kaplan, B. H., James, S. A., Wagner, E. H., Schoenbach, V. J., Grimson, R., … Gehlbach, S. H. (1983). The epidemiologic evidence for a relationship between social support and health. American Journal of Epidemiology, 117 (5), 521–537.
   PubMed Web of Science ®Google Scholar
• Brunner, T. A., Stöcklin, M., & Opwis, K. (2008). Satisfaction, image and loyalty: New versus experienced customers. European Journal of Marketing, 42 (9/10), 1095–1105.
   Web of Science ®Google Scholar
• Chen, M. J., Chen, C. D., & Farn, C. K. (2010). Exploring determinants of citizenship behavior on virtual communities of consumption: The perspective of social; exchange theory. International Journal of Electronic Business Management, 8 (3), 195–205.
   Google Scholar
• Chu, K. M. (2009). A study of members’ helping behaviors in online community. Internet Research, 19 (3), 279–292.
   Web of Science ®Google Scholar
• Dabholkar, P. (1990). How to improve perceived service quality by improving customer participation. In B. J. Dunlap (Eds.), Developments in marketing science (pp. 483–487). Cullowhee, NC: Academy of Marketing Science.
   Google Scholar
• Davies, B., Baron, S., & Harris, K. (1999). Observable oral participation in the servuction system: Toward a content and process model. Journal of Business Research, 44 (1), 47–53.
   Web of Science ®Google Scholar
• Deutsch, M. (1949). An experimental study of the effects of co-operation and competition upon group process. Human Relations, 2 (3), 199–232.
   Web of Science ®Google Scholar
• Dick, A. S., & Basu, K. (1994). Customer loyalty: Toward an integrated framework. Journal of the Academy of Marketing Science, 22 (2), 99–113.
   Google Scholar
• Engel, J. E., Kegerries, R. J., & Blackwell, R. D. (1969). How information is used to adopt an innovation. Journal of Advertising Research, 9 (2), 44–59.
   Google Scholar
• Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18 (1), 39–50.
   Web of Science ®Google Scholar
• Ghiselli, E. E., Campbell, J. P., & Zedeck, S. (1981). Measurement theory for the behavioral sciences. San Francisco, CA: W. H. Freeman.
   Google Scholar
• Grove, S. J., & Fisk, R. P. (1997). The impact of other customers on service experiences: A critical incident examination of getting along. Journal of Retailing, 73 (1), 63–85.
   Web of Science ®Google Scholar
• Gupta, S., & Kim, H. W. (2007). The moderating effect of transaction experience on the decision calculus in online repurchase. International Journal of Electronic Commerce, 12 (1), 127–158.
   Web of Science ®Google Scholar
• Hand, M. M., Thomas, D., Buboltz, W. C., Deemer, E. D., & Buyanjargal, M. (2013). Facebook and romantic relationships: Intimacy and couple satisfaction associated with online social network use. Cyberpsychology, Behavior, and Social Networking, 16 (1), 8–13.
   PubMed Web of Science ®Google Scholar
• Harris, K., Baron, S., & Ratcliffe, J. (1995). Customers as oral participants in a service setting. The Journal of Services Marketing, 9 (4), 64–76.
   Google Scholar
• Hennig-Thurau, T., Gwinner, K. P., & Gremler, D. D. (2002). Understanding relationship marketing outcomes: An integration of relational benefits and relationship quality. Journal of Service Research, 4 (3), 230–247.
   Google Scholar
• Hennig-Thurau, T., Gwinner, K. P., Walsh, G., & Gremler, D. D. (2004). Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the Internet? Journal of Interactive Marketing, 18 (1), 38–52.
   Google Scholar
• Hiltz, S. R., & Wellman, B. (1997). Asynchronous learning networks as a virtual classroom. Communication of ACM, 40 (9), 44–49.
   Web of Science ®Google Scholar
• Ji, Y. G. (2010). HCI and social computing. International Journal of Human-Computer Interaction, 26 (11–12), 1003–1005.
   Web of Science ®Google Scholar
• Kelly, S. W., & Davis, M. A. (1994). Antecedents to customer expectations for service recovery. Journal of the Academy of Marketing Science, 22 (1), 52–61.
   Google Scholar
• Kelly, S. W., Donnelly, J. H., & Skinner, S. J. (1990). Customer participation in service production and delivery. Journal of Retailing, 66 (3), 315–335.
   Web of Science ®Google Scholar
• Kim, J. H., Kim, M., & Nam, Y. (2010). An analysis of self-construals, motivations, Facebook use, and user satisfaction. International Journal of Human-Computer Interaction, 26 (11–12), 1077–1099.
   Web of Science ®Google Scholar
• Kujath, C. L. (2011). Facebook and myspace: Complement or substitute for face-to-face interaction? Cyberpsychology, Behavior, and Social Networking, 14 (1–2), 75–78.
   PubMed Web of Science ®Google Scholar
• Leavy, R. L. (1983). Social support and psychological disorder: A review. Journal of Community Psychology, 11 (1), 3–21.
   PubMed Web of Science ®Google Scholar
• LeBaron, C. D., & Jones, S. E. (2002). Closing up closings: Showing the relevance of the social and material surround to the completion of interaction. Journal of Communication, 52 (3), 542–565.
   Web of Science ®Google Scholar
• Lee, F. S. L., Vogel, D., & Limayem, M. (2003). Virtual community informatics: A review and research agenda. Journal of Information Technology Theory and Application, 5 (1), 47–61.
   Google Scholar
• Maloney-Krichmar, D., & Preece, J. (2005). A multilevel analysis of sociability, usability, and community dynamics in an online health community. ACM Transactions on Computer-Human Interaction, 12 (2), 201–232.
   Google Scholar
• Mancuso, J. R. (1969). Why not create opinion leaders for new product introductions? Journal of Marketing, 33 (3), 20–25.
   Web of Science ®Google Scholar
• Martin, C. L. (1996). Customer-to-customer relationships: Satisfaction with other customers’ public behavior. Journal of Customer Affairs, 30 (1), 69–146.
   Web of Science ®Google Scholar
• Martin, C. L., & Pranter, C. A. (1989). Compatibility management: Customer-to-customer relationships in service environments. The Journal of Services Marketing, 3 (3), 5–15.
   Google Scholar
• Meyer, J. P., & Herscovitch, L. (2001). Commitment in the workplace: Toward a general model. Human Resource Management Review, 11 (3), 299–326.
   Google Scholar
• Mitchell, R. E., Billings, A. G., & Moos, R. H. (1982). Social support and well-being: Implications for prevention programs. Journal of Primary Prevention, 3 (2), 77–98.
   PubMedGoogle Scholar
• Moore, R., Moore, M. L., & Capella, M. (2005). The impact of customer-to-customer interactions in a high personal contact service setting. The Journal of Services Marketing, 19 (6/7), 482–491.
   Google Scholar
• Moorman, C., Zaltman, G., & Desphande, R. (1992). Relationships between providers and users of market research. Journal of Marketing Research, 29 (3), 314–328.
   Web of Science ®Google Scholar
• Morgan, R. M., & Hunt, S. D. (1994). The commitment-trust theory of relationship marketing. Journal of Marketing, 58 (3), 20–38.
   Web of Science ®Google Scholar
• Mukherjee, A., & Nath, P. (2007). Role of electronic trust in online retailing. European Journal of Marketing, 41 (9), 1173–1202.
   Web of Science ®Google Scholar
• Nicholls, R. (2010). New directions for customer-to- customer interaction research. Journal of Services Marketing, 24 (1), 87–97.
   Web of Science ®Google Scholar
• Nunnally, J. C., & Bernstein, I. H. (1967). Psychometric theory. New York, NY: McGraw-Hill.
   Google Scholar
• O’Reilly, C. A., & Chatman, J. (1986). Organizational commitment and psychological attachment: The effects of compliance, identification, and internalization on prosocial behavior. Journal of Applied Psychology, 77, 492–499.
   Web of Science ®Google Scholar
• Oliver, R. L. (1999). Whence consumer loyalty? Journal of Marketing, 63, 33–44.
   Web of Science ®Google Scholar
• Oliver, R. L., & Swan, J. E. (1989). Customer perceptions of interpersonal equity and satisfaction in transactions: A field survey approach. Journal of Marketing, 53, 21–35.
   Web of Science ®Google Scholar
• Park, J. K., & Feinberg, R. (2010). E-formity: Consumer conformity behavior in virtual communities. Journal of Research in Interactive, 4 (3), 197–213.
   Google Scholar
• Parker, C., & Ward, P. (2000). An analysis of role adoptions and scripts during customer-to-customer encounters. European Journal of Marketing, 34 (3/4), 341–358.
   Google Scholar
• Pitta, D., & Fowler, D. (2005). Online consumer communities and their value to new product developers. Journal of Product and Brand Management, 14 (5), 283–291.
   Google Scholar
• Price, L. L., & Feick, L. F. (1984). The role of interpersonal sources in external search: An informational perspective. Advances in Consumer Research, 10, 250–255.
   Google Scholar
• Pritchard, M. P., Havitz, M. E., & Howard, D. R. (1999). Analyzing the commitment-loyalty link in service context. Journal of the Academy of Management Science, 27 (3), 333–348.
   Web of Science ®Google Scholar
• Raacke, J., & Bonds-Raacke, J. (2008). Myspace and Facebook: Applying the uses and gratifications theory to exploring friend-networking sites. CyberPsychology & Behavior, 11 (2), 169–174.
   PubMedGoogle Scholar
• Rheingold, H. (1993). The virtual community: Homesteading on the electronic frontier. Reading, MA: Addison-Wesley.
   Google Scholar
• Rheingold, H. (1996). A slice of my life in my virtual community. In L. M. Harasim (Ed.), Global Networks (pp. 57–80). Cambridge, MA: MIT Press.
   Google Scholar
• Schiffman, L. G. (1971). Source of information for the elderly. Journal of Advertising Research, 11 (5), 33–37.
   Web of Science ®Google Scholar
• Schmitt, D. R., & Marwell, G. (1968). Stimulus control in the experimental study of cooperation. Journal of the Experimental Analysis of Behavior, 11 (5), 571–574.
   PubMed Web of Science ®Google Scholar
• Schreiber, J. B., Nora, A., Stage, F. K., Barlow, E. A., & King, J. (2006). Reporting structural equation modeling and confirmatory factor analysis results: A review. The Journal of Educational Research, 99 (6), 323–337.
   Web of Science ®Google Scholar
• Wang, T., Yeh, R. K., & Yen, D. C. (2015). Influence of customer identification on online usage and purchasing behaviors in social commerce. International Journal of Human-Computer Interaction, 31 (11), 805–814.
   Web of Science ®Google Scholar
• Wang, Y., & Fesenmaier, D. R. (2004). Modeling participation in an online travel community. Journal of Travel Research, 42 (3), 261–270.
   Google Scholar
• Wasko, M. M., & Faraj, S. (2000). It is what one does: Why people participate and help others in electronic communities of practice. Journal of Strategic Information Systems, 9 (2–3), 155–173.
   Web of Science ®Google Scholar
• Wolstenholme, S. M. (1988). The consultant customer- a new use for the customer in service operations. In R. Johnston (Ed.), The management of service operations: Proceedings of the operations management association (pp. 195–203). Berlin, Germany: IFS Publications.
   Google Scholar