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From free to paid: Customer expertise and customer satisfaction on knowledge payment platforms

Decision Support Systems, (2019): 113140

Cited by: 15|Views137
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Abstract

In this study, we investigate what factors are influential to customer satisfaction of paid knowledge, especially among different customer segments, by integrating user activities on both free and paid platforms. Considering the complexity of knowledge acquisition, we first propose a novel measurement of “customer expertise” based on text...More

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