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Using data from a retailer utilizing OCGs for customer service, our findings reveal that mutual disclosures are positively associated with user engagement through the mechanism of liking and uncover multifaceted influences from content intimacy consistency between mutual disclosures. The results are further verified by a controlled experiment and various robustness tests. Moreover, our study differentiates and discusses the roles of group hosts and peer users in facilitating OCG engagement. This research broadens our understanding of how self-related information exchange in online group conversations promotes meaningful engagement. Our fine-grained analysis of disclosure interactions provides clear guidance for firms to strategically manage customer relationships through OCGs and sheds new light on conversational commerce.<\/jats:p>","DOI":"10.25300\/misq\/2023\/17481","type":"journal-article","created":{"date-parts":[[2024,7,19]],"date-time":"2024-07-19T19:42:32Z","timestamp":1721418152000},"page":"1331-1362","source":"Crossref","is-referenced-by-count":6,"title":["Mutual Disclosures and Content Intimacy in User Engagement: Evidence from an Online Chat Group"],"prefix":"10.25300","volume":"48","author":[{"given":"Yue (Katherine)","family":"Feng","sequence":"first","affiliation":[{"name":"Faculty of Business, Hong Kong Polytechnic University, Hong Hom, Hong Kong"}]},{"given":"Xianghua","family":"Lu","sequence":"additional","affiliation":[{"name":"School of Management, Fudan University, Shanghai, China"}]},{"given":"Xiaoquan (Michael)","family":"Zhang","sequence":"additional","affiliation":[{"name":"Department of 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