The extant literature often presumed that user involvement was positively associated with software performance. In the context of mobile applications (apps), user reviews were collected to enlighten app developers on improvement of app quality through identifying bugs or suggesting new features. However, the value of user reviews varied a great deal due to their unmanageable volume and content irrelevance. In this study, over 40,000 user reviews with 50 apps were analyzed to empirically examine the association between customer led improvement and the revenues from the apps. Our findings indicated that customer led improvement produced significant increase in quarterly revenues. Greater growth in revenues was also observed if the developers responded to the user reviews faster. These results showed empirical support for the value of co-creation of apps with users, as customers could contribute to continuous improvement of the apps by providing experienced-based solutions.
Erne, Miriam; Jiang, Zhiying; and Liu, Vanessa, "Do User Reviews Matter? Empirical Evidence on the Role of User Involvement in App Performance" (2020). BLED 2020 Proceedings. 32.