Organizations continuously strive to engage customers in the services development process. The social web facilitates this process by enabling novel channels for voluntary feedback-sharing and collaborative interaction through social media and technologically advanced environments. The component parts of these environments are information systems that are linked with social media and designed for large displays to support interactivity.
The work performed during this research involved the design and assessment of operational software features for encouraging user engagement through publicly displayed information systems. Drawing upon socio-psychological theories and interconnecting them to social influence design principles this dissertation examines the role of persuasive software features in altering human behavior with respect to engagement in feedback-sharing and collaborative interaction.
The results of these studies reveal interplay between the design principles and indicate that they have the capacity to improve the persuasiveness of information systems and predict the behavioral intentions of users to engage with such systems in the future. Based on these findings, a framework for studying socially influencing systems (SIS) is proposed. This framework is potentially instrumental in achieving a richer understanding of how to effectively harness social influence for enhanced user engagement through socio-technical environments and for the future development of persuasive information systems.