This study explores how recognition mechanisms in online technical support forums influence the contributions of solution providers (solvers). By comparing feedback-based recognition, where contributions are evaluated by questioners, and quantity-based recognition, which treats all contributions equally, the research identifies four key drivers of solver behavior: peer recognition, image motivation, social comparison, and social exposure. The findings highlight that the choice of recognition mechanism significantly impacts solver engagement and overall forum quality, emphasizing the importance of firms' strategic decisions in fostering user contributions.
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Jabr, Wael, et al. "Leveraging philanthropic behavior for customer support: The case of user support forums." MIS quarterly 38.1 (2014): 187-208.
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