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The purpose of this paper is to analyze the effect and mechanism of platform incentives on users’ knowledge collaboration performance (KCP) and the configuration leading to high KCP in online knowledge communities (OKCs) in the post-COVID-19 pandemic era from a cross-culture perspective.

A survey method and a standard questionnaire were applied. The data was analyzed using multiple regression and fuzzy set qualitative comparative analysis.

The results indicate that, for both kinds of users, self-enhancement and communication positively affect the KCP. User engagement significantly mediates the relationship between communication and KCP and knowledge absorptive capacity moderates the relationship between user engagement and KCP. In contrast, material incentive positively affects the KCP of Chinese users, while hurting the cross-cultural sample. And the promotion of KCP for cross-cultural samples does not require a higher engagement and knowledge absorptive capacity, while paying more attention to short-term interests, such as communication and self-enhancement.

The study only divides users into Chinese and cross-cultural foreign users, without a distinction between foreign users in different countries. In addition, the research is based on cross-sectional data and failed to try to explore the long-term effects of these incentives from the time dimension.

This study explores the incentive mechanism and configuration of OKC platforms to achieve high KCP for different users from a cross-cultural perspective. It provides new ideas and solutions for precise incentives for users of OKC platforms.

This study aims to examine the interaction effects of chatbots’ language style and customers’ decision-making journey stage on customer’s service encounter satisfaction and the mediating role of customer perception of emotional support and informational support using the construal level theory and social support theory as conceptual frameworks.

This study used a scenario-based experiment with a 2 (chatbot’s language style: abstract language vs concrete language) × 2 (decision-making journey stage: informational stage vs transactional stage) between-subjects design.

Findings show that during the informational stage, chatbots that use abstract language style exert a strong influence on service encounter satisfaction through emotional support. During the transactional stage, chatbots that use concrete language style exert a strong impact on service encounter satisfaction through informational support.

Findings provide some suggestions for improving customer–chatbot interaction quality during online service encounters.

This study offers a novel perspective on customer interaction experience with chatbots by investigating the chatbot’s language styles at different decision-making journey stages.