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User Engagement in Feedback Sharing through Social Influence
Abstract
Organizations continuously strive to engage customers in the services development process. The Social Web facilitates this process by enabling novel channels for voluntary feedback sharing through social media and technologically advanced environments. This chapter explores how social influence design principles can enhance the effectiveness of socio-technical systems designed to alter human behavior with respect to sharing feedback. Drawing upon social science theories, this chapter develops a research framework that identifies social influence design principles pertinent to persuasive systems that facilitate user engagement in feedback sharing. The design principles are then implemented in an information system and their effects on feedback sharing are explored in an experimental setting. The main findings of this chapter contribute to research related to social influences on user behavior and to the practice of designing persuasive information systems.
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