Electronic Commerce Research and Applications最新文献_第8页

Is cute AI more forgivable? The impact of informal language styles and relationship norms of conversational agents on service recovery 可爱的人工智能更容易被原谅吗？对话代理的非正式语言风格和关系规范对服务恢复的影响

IF 6 3区管理学

Electronic Commerce Research and Applications Pub Date : 2024-04-16 DOI: 10.1016/j.elerap.2024.101398

Qian Hu , Zhao Pan

{"title":"Is cute AI more forgivable? The impact of informal language styles and relationship norms of conversational agents on service recovery","authors":"Qian Hu , Zhao Pan","doi":"10.1016/j.elerap.2024.101398","DOIUrl":"https://doi.org/10.1016/j.elerap.2024.101398","url":null,"abstract":"<div><p>Conversational agents are increasingly handling a significant volume of service interactions and are projected to handle up to 95% of customer service interactions. However, like any service provider, conversational agents are not immune to service failures, which can result in negative customer experiences. Within the context of interactions between conversational agents and consumers, the informal linguistic strategies employed by conversational agents have been recognized as vital in recovering customer satisfaction after service failures. Nevertheless, research on how these linguistic strategies impact customer responses following service failures is still in its early stages. This study delves into the informal language styles used by conversational agents after service failures, examining the comparative effects of cute language styles (as informal language styles) and literal language styles (as formal language styles) on service recovery. Drawing upon the mind perception theory and the stimulus–organism–response (SOR) model, this research also unveils the underlying dynamics of whimsical and kindchenschema cuteness on customers’ forgiveness, along with literal language styles, in the context of service recovery. Furthermore, this study investigates the moderating influence of exchange and communal relationships, taking into account the boundary effects of relationship norms. To explore these hypotheses, three experiments were conducted. The findings of this research offer valuable theoretical insights and practical implications for designing linguistic strategies employed by conversational agents.</p></div>","PeriodicalId":50541,"journal":{"name":"Electronic Commerce Research and Applications","volume":"65 ","pages":"Article 101398"},"PeriodicalIF":6.0,"publicationDate":"2024-04-16","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"140621985","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0

An empirical analysis of the impacts of live chat social interactions in live streaming commerce: A topic modeling approach 对实时聊天社交互动在实时流媒体商务中的影响进行实证分析：主题建模方法

IF 6 3区管理学

Electronic Commerce Research and Applications Pub Date : 2024-04-12 DOI: 10.1016/j.elerap.2024.101397

Honglong Wang , Guoxin Li , Xiaodong Xie , Shaohui Wu

{"title":"An empirical analysis of the impacts of live chat social interactions in live streaming commerce: A topic modeling approach","authors":"Honglong Wang , Guoxin Li , Xiaodong Xie , Shaohui Wu","doi":"10.1016/j.elerap.2024.101397","DOIUrl":"https://doi.org/10.1016/j.elerap.2024.101397","url":null,"abstract":"<div><p>The popularity of live streaming is driving the emergence of a new business model, known as live streaming commerce (LSC). The live chat service serves as a key indicator of viewer engagement in LSC shows, differentiating LSC significantly from traditional e-commerce. In this paper, we collect a rich live streaming dataset and identify two categories of social interactions behind live chat: transaction-oriented and relationship-oriented. Broadcasters and viewers in the transaction-oriented category focus on products and transactions and tend to communicate with non-emotional words in live chats. In contrast, broadcasters and viewers might treat each other as friends and are more likely to post emotional words in the relationship-oriented category. Our econometric model shows a curvilinear association between relationship-oriented social interactions and viewer purchase behaviors. The empirical analysis indicates that to achieve higher sales, LSC broadcasters should make relationship-oriented social interactions in live chat account for 58.64% of the probabilities. We discuss the implications of heterogeneous social interaction strategies across different broadcasters.</p></div>","PeriodicalId":50541,"journal":{"name":"Electronic Commerce Research and Applications","volume":"65 ","pages":"Article 101397"},"PeriodicalIF":6.0,"publicationDate":"2024-04-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"140551808","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0

The value of membership service sharing in the e-commerce marketplace 电子商务市场中会员服务共享的价值

IF 6 3区管理学

Electronic Commerce Research and Applications Pub Date : 2024-04-10 DOI: 10.1016/j.elerap.2024.101391

Shanshan Wang , Junbin Wang

{"title":"The value of membership service sharing in the e-commerce marketplace","authors":"Shanshan Wang , Junbin Wang","doi":"10.1016/j.elerap.2024.101391","DOIUrl":"https://doi.org/10.1016/j.elerap.2024.101391","url":null,"abstract":"<div><p>Many firms have introduced membership programs as an important customer service initiative. However, little research has focused on how to enforce e-commerce retailing through membership service sharing. To explore the value of membership service sharing in e-commerce retailing, we build a game-theoretical model in which the brand decides whether to enable e-commerce retailing through online direct selling, and then all participants determine whether to engage in membership program sharing. Our findings show that in the case with a low consumer acceptance to the e-commerce channel, the brand will enter the downstream market if the entry cost and product cost are low, or the entry cost is low and the unit cost of the product is very high. One of the interesting findings is that the brand might fall into the encroachment trap when the product cost is moderate. Meanwhile, improving consumer acceptance of the e-commerce channel or the ratio of point exchange are effective ways to escape this trap. Moreover, when consumers are more willing to accept the e-commerce channel, the brand will adopt an e-commerce retailing strategy if the entry cost is low. Also surprisingly, our study shows that the brand would be better off from membership service sharing if the product cost is moderate, or very high, while the retailer would be worse off. Furthermore, when the unit cost of the product is moderate, membership program sharing has a remarkable impact on the brand’s retailing strategy. In addition, we also make some extensions to verify the robustness of the core model.</p></div>","PeriodicalId":50541,"journal":{"name":"Electronic Commerce Research and Applications","volume":"65 ","pages":"Article 101391"},"PeriodicalIF":6.0,"publicationDate":"2024-04-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"140551807","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0

How do post content and poster characteristics affect the perceived usefulness of user-generated content? 帖子内容和发布者特征如何影响用户生成内容的有用性？

IF 6 3区管理学

Electronic Commerce Research and Applications Pub Date : 2024-04-07 DOI: 10.1016/j.elerap.2024.101395

Jie She , Tao Zhang , Jianzhang Zhang , Qingqing Chang , Qun Chen , Weiguo Fan , Yong Li

引用次数: 0

Corrigendum to “The effects of social commerce environmental characteristics on customers’ purchase intentions: The chain mediating effect of customer-to-customer interaction and customer-perceived value” [Electron. Commerce Res. Appl. 48 (2021) 101073] 社会化商业环境特征对客户购买意愿的影响：顾客间互动和顾客感知价值的连锁中介效应"[《电子商务研究与应用》48 (2021) 101073] 的更正

IF 6 3区管理学

Electronic Commerce Research and Applications Pub Date : 2024-04-05 DOI: 10.1016/j.elerap.2024.101394

Pu Liu, Mengqi Li, Dong Dai, Lingyun Guo

引用次数: 0

Self-operation or Authorization? Decision structure of crowdfunding supply chains with IP derivative products 自营还是授权？知识产权衍生产品众筹供应链的决策结构

IF 6 3区管理学

Electronic Commerce Research and Applications Pub Date : 2024-04-04 DOI: 10.1016/j.elerap.2024.101396

Yanhong Sun, Yanrong Chen, Xiaoxia Lin, Shuai Yan

{"title":"Self-operation or Authorization? Decision structure of crowdfunding supply chains with IP derivative products","authors":"Yanhong Sun, Yanrong Chen, Xiaoxia Lin, Shuai Yan","doi":"10.1016/j.elerap.2024.101396","DOIUrl":"https://doi.org/10.1016/j.elerap.2024.101396","url":null,"abstract":"<div><p>Reward-based crowdfunding has become a widely adopted financing mechanism in the creative economy, particularly for IP derivative products, resulting in a typical crowdfunding supply chain comprising an IP owner, a crowdfunding platform, and a manufacturer. Our study aims to build a theoretical model to explore the strategic issue regarding how to design the decision structure of crowdfunding supply chains with IP derivative products. Our analytic results reveal that when the product quality remains consistent across decision structures, the IP owner prefers the self-operation structure (i.e., structure <em>O</em>) if the quality level is either low or high; otherwise, the authorization structures are preferred. When the platform’s commission rate is relatively low, authorizing the manufacturer (i.e., structure <em>M</em>) outperforms authorizing the platform (i.e., structure <em>T</em>), which is counter-intuitive. However, structure <em>O</em> always achieves the highest funding amount and can lead to a tripartite win–win situation under certain conditions. When the quality level is determined endogenously by the creator, in addition to structure <em>O</em>, structure <em>T</em> can also achieve the highest funding target and lead to a tripartite win–win situation in some cases by regulating the quality level. Notably, due to the double marginalization effect, structure <em>M</em> always leads to a sub-optimal outcome for the manufacturer regardless of whether the quality is constant or endogenous.</p></div>","PeriodicalId":50541,"journal":{"name":"Electronic Commerce Research and Applications","volume":"65 ","pages":"Article 101396"},"PeriodicalIF":6.0,"publicationDate":"2024-04-04","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"140551806","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0

Livestreaming as the next frontier of e-commerce: A bibliometric analysis and future research agenda 作为电子商务下一个前沿领域的直播：文献计量分析与未来研究议程

IF 6 3区管理学

Electronic Commerce Research and Applications Pub Date : 2024-03-28 DOI: 10.1016/j.elerap.2024.101390

Xiaohui Bai , Eugene Cheng-Xi Aw , Garry Wei-Han Tan , Keng-Boon Ooi

{"title":"Livestreaming as the next frontier of e-commerce: A bibliometric analysis and future research agenda","authors":"Xiaohui Bai , Eugene Cheng-Xi Aw , Garry Wei-Han Tan , Keng-Boon Ooi","doi":"10.1016/j.elerap.2024.101390","DOIUrl":"https://doi.org/10.1016/j.elerap.2024.101390","url":null,"abstract":"<div><p>The prominence of livestreaming within the business sector has been on the rise, yielding a transformative impact on the retailing and service landscape. Livestreaming has evolved into an ever-interactive platform tailored for commerce purposes. This study systematically monitors the research dynamics revolving livestreaming by delineating the progression and diffusion of key topics, influential authors, and notable publications. Utilizing the Scopus and Web of Science databases, this study applied bibliometric techniques to extract insights concerning livestreaming research through (1) identifying countries, journals, authors, and publications making exceptional contributions, (2) examining co-citations and co-occurrence networks, (3) extracting prevalent keywords from previous studies, and (4) discerning thematic trends. The study identifies noteworthy gaps in the existing livestreaming literature, encompassing areas such as cross-cultural studies, differentiation of products across various livestreaming platforms, post-adoption behavior, dark sides of livestreaming, and issues related to intellectual property. Subsequently, the study puts forth a cohesive future research agenda addressing these identified gaps.</p></div>","PeriodicalId":50541,"journal":{"name":"Electronic Commerce Research and Applications","volume":"65 ","pages":"Article 101390"},"PeriodicalIF":6.0,"publicationDate":"2024-03-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"140328206","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0

Utility and hedonic perception- Customers’ intention towards using of QR codes in mobile payment of Generation Y and Generation Z 实用性和享乐主义感知--Y 代和 Z 代顾客在移动支付中使用二维码的意向

IF 6 3区管理学

Electronic Commerce Research and Applications Pub Date : 2024-03-27 DOI: 10.1016/j.elerap.2024.101389

Syed Shah Alam , Saif Ahmed , Husam Ahmad Kokash , Md. Shahed Mahmud , Sadia Zafrin Sharnali

{"title":"Utility and hedonic perception- Customers’ intention towards using of QR codes in mobile payment of Generation Y and Generation Z","authors":"Syed Shah Alam , Saif Ahmed , Husam Ahmad Kokash , Md. Shahed Mahmud , Sadia Zafrin Sharnali","doi":"10.1016/j.elerap.2024.101389","DOIUrl":"10.1016/j.elerap.2024.101389","url":null,"abstract":"<div><p>This research endeavors to decipher the complex interplay of Generation Y and Z's perceptions of effort, performance, social norms, usefulness, and hedonics, and how these factors influence their adoption of QR codes for mobile money transactions. This qualitative study focused on Generation Y and Z mobile payment users in Bangladesh, employing Google Forms as a tool for data collection and an objective sampling strategy to distribute questionnaires. The data collected from 300 valid responses was meticulously analyzed using structured equation modeling (SEM), grounded in the theoretical framework provided by the Unified Theory of Acceptance and Use of Technology (UTAUT) and the Stimulus-Organism-Response (SOR) theories. The findings of the research underscore the significant influence of effort expectation, performance expectations, and subjective norms on users' utilitarian perspective and satisfaction with QR payment technology, thereby highlighting their critical role in fostering its wider acceptance. The insights gleaned from this research shed light on the determinants influencing users' propensity to adopt QR payment technology. These insights could be instrumental for service providers in customizing their offerings to cater more effectively to their customers' needs and preferences. This research, with its significant contributions to literature and a robust methodology, sets a benchmark for similar future studies in this domain.</p></div>","PeriodicalId":50541,"journal":{"name":"Electronic Commerce Research and Applications","volume":"65 ","pages":"Article 101389"},"PeriodicalIF":6.0,"publicationDate":"2024-03-27","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"140403538","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0

Blockchain solutions with consensus algorithms and immediate finality: Toward Panopticon-style monitoring to enhance anti-money laundering 具有共识算法和即时终结性的区块链解决方案：实现 "看守所 "式监控，加强反洗钱工作

IF 6 3区管理学

Electronic Commerce Research and Applications Pub Date : 2024-03-21 DOI: 10.1016/j.elerap.2024.101386

Thomas Vinther Daugaard , Jakob Bisgaard Jensen , Robert J. Kauffman , Kwansoo Kim

{"title":"Blockchain solutions with consensus algorithms and immediate finality: Toward Panopticon-style monitoring to enhance anti-money laundering","authors":"Thomas Vinther Daugaard , Jakob Bisgaard Jensen , Robert J. Kauffman , Kwansoo Kim","doi":"10.1016/j.elerap.2024.101386","DOIUrl":"10.1016/j.elerap.2024.101386","url":null,"abstract":"<div><p>Banks can reduce resources spent on anti-money laundering (AML) compliance with blockchain-based transaction infrastructure. We consider AML compliance as a superset of know-your-customer (KYC) and transaction monitoring capabilities. We carried out this research with Danske Bank and Concordium, using internal documents and interviews that served as empirical data. We show how storing digital representations of verified IDs with a blockchain can automate tasks and reduce redundant verification in KYC onboarding. Blockchain transparency also improves identifying counterparties, determining funds sources, and creating alerts in transaction monitoring. These reduce time and labor costs for AML compliance, which may lead to smaller banks. When more banks commit to layer-1 blockchain technology, the benefits of blockchain-based AML will increase. We carried out this theory-based qualitative research and encourage ECRA readers to recognize that the emerging technology innovations we study in this article have not yet been widely adopted and implemented by financial services firms. We also include a theoretical model with study hypotheses to make the main constructs that we investigate easily understood by non-technical ECRA readers. The findings we have developed are consistent with early-stage exploration in our research context and are intended to encourage more well-developed empirical results as the passage of time permits such work to be undertaken.</p></div>","PeriodicalId":50541,"journal":{"name":"Electronic Commerce Research and Applications","volume":"65 ","pages":"Article 101386"},"PeriodicalIF":6.0,"publicationDate":"2024-03-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://www.sciencedirect.com/science/article/pii/S1567422324000310/pdfft?md5=b6c4e73780ec260b83828393d1216257&pid=1-s2.0-S1567422324000310-main.pdf","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"140273124","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"OA","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0

How to acquire customer loyalty in online retailing industry? An empirical study from service recovery perspective 在线零售业如何获得客户忠诚度？从服务恢复角度的实证研究

IF 6 3区管理学

Electronic Commerce Research and Applications Pub Date : 2024-03-20 DOI: 10.1016/j.elerap.2024.101385

Xiaodong Zhu , Zhi Lu , Gang (Henry) Wu , Hongli Tian

引用次数: 0