Customer interactions, the focus of value cocreation, have attracted great attention in practices and academic research. However, there still exist large gaps between theoretical research and practices. This paper systematically explores the key dimensions and identifies the key drivers of customer interactions based on the theory of Use & Gratification. It also examines the effects of customer interactions on community satisfaction. Furthermore, it has been found that community identity is a doubleedged sword: it has positive moderating effects on the relationship between interpersonal interaction (and product interaction) and community satisfaction on the one hand, and on the other hand, it has negative moderating effects on the relationship between humanmachine interaction and community satisfaction, which bridges the gap of prior research and provides new insights for managers to enhance community satisfaction.