Leveraging Philanthropic Behavior for Customer Support: The Case of user Support Forums1
Wael Jabr, Radha V. Mookerjee, Yong Tan, Vijay S. Mookerjee · MIS Quarterly · 2014
Online user forums for technical support are being widely adopted by IT firms to supplement traditional customer support channels. Customers benefit from having an additional means of product support, while firms benefit by lowering the costs of supporti