This paper investigates the role of self-disclosure in online chat groups (OCGs), which serve as a communication channel situated between public platforms and private live chats. Our investigation delves into the effects of mutual disclosures, originating from other members and focal users, on user engagement in terms of promptness, positivity, and effort. We also explore the disclosure content and the interplay between mutual disclosures regarding consistency in content intimacy. Using data from a retailer who utilizes OCGs for customer services, our findings reveal that mutual disclosures are positively associated with user engagement through the mechanism of liking and uncover multifaceted influences from content intimacy consistency between mutual disclosures. The results are further verified by a controlled experiment and various robustness tests. Moreover, our study differentiates and discusses the roles of group hosts and peer users in facilitating OCG engagement. This research broadens our understanding of how self-related information exchange in online group conversations promotes meaningful engagement. Our fine-grained analysis of disclosure interactions provides clear guidance for firms to strategically manage customer relationships through OCGs and sheds new light on conversational commerce.
Mutual Disclosures and Content Intimacy in User Engagement: Evidence from an Online Chat Group
In stock
SKU
48.4.02
Publication History
Received: March 24, 2021
Revised: May 25, 2022; January 10, 2023; June 23, 2023
Accepted: October 2, 2023
Published as Forthcoming: June 12, 2024
Published as Articles in Advance: September 23, 2024
Published in Issue: December 1, 2024
Abstract
Additional Details
Author | Yue (Katherine) Feng, Xianghua Lu, and Xiaoquan (Michael) Zhang |
Year | 2024 |
Volume | 48 |
Issue | 4 |
Keywords | online chat groups, self-disclosure, mutual disclosures, content intimacy consistency, user engagement |
Page Numbers | 1331-1362 |