Social question & answer (Q&A) feedback is a novel form of electronic word-of-mouth that allows customers to ask questions and share opinions with peer customers. Based on the stimulus-organism-response framework, this paper proposes a model to describe how social Q&A feedback quality affects consumers' willingness to purchase by influencing their perceived risk, perceived usefulness, and use intention. We focused on the social Q&A feature named Ask Everyone in Taobao and collected 153 valid responses through an online survey. Canonical correlation analysis was used to identify the association between feedback characteristics and feedback quality. Then, PLS-SEM was conducted to test the proposed research model. Results show that feedback quality negatively associated with perceived risk, but had a positive impact on perceived usefulness, use intention, and purchase intention. Findings of this research has both theoretical and practical implications for facilitating social Q&A design in e-commerce platforms.
Liang, Jiayi; Guo, Jiayan; Liu, Ziqi; and Tang, Jian, "“Ask Everyone?” Understanding How Social Q&A Feedback Quality Influences Consumers' Purchase Intentions" (2019). WHICEB 2019 Proceedings. 76.