The rise of omni‐channel retailing poses challenges for e‐marketplace platforms. To retain third‐party sellers in the face of competitive pressure from rivals, e‐marketplace platforms are compelled ...to provide support for online‐offline channel integration (OOCI). However, the provision of OOCI support can adversely affect an OOCI‐enabled platform's product sales growth by encouraging consumers to switch to brick‐and‐mortar stores operated by third‐party sellers. To ascertain how the OOCI‐enabled platform can outperform under such circumstances, we analyzed data on sales of 51,409 products on a dominant Chinese e‐marketplace platform as well as inter‐platform function usage difference across 209 third‐party sellers. Combining propensity score matching with hierarchical linear modeling, we discovered that informational OOCI (e.g., concurrent availability of a product on both online and offline channels) negatively influences the OOCI‐enabled platform's product sales growth, whereas the effect of physical OOCI (e.g., the option of store pickup for online purchases) is not significant. Additionally, we found that the three constituent sub‐dimensions of third‐party sellers' inter‐platform function usage difference (i.e., volume difference, category orientation specialization, and uniqueness) moderate the impact of OOCI on the OOCI‐enabled platform's product sales growth differently. Findings from this study thus yield actionable guidelines for e‐marketplace platforms pursuing omni‐channel retailing strategies.
Comprehending customer satisfaction with hotels Li, Hongxiu; Liu, Yong; Tan, Chee-Wee ...
International journal of contemporary hospitality management,
04/2020, Letnik:
32, Številka:
5
Journal Article
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Purpose
Building on the three-factor theory, this study aims to unravel how the role of hotel attributes such as basic, excitement and performance factors could differ in accordance with different ...hotel star ratings and distinct customer segments.
Design/methodology/approach
This study explores the asymmetric effects of hotel attributes on customer satisfaction by extracting 412,784 consumer-generated reviews from TripAdvisor across different cities in China.
Findings
By taking into account the origins of customers and hotel star ratings, the study uncovers that guests’ expectations of hotel performance differ with respect to their origins (domestic and international guests) and the star ratings of the hotels being reviewed, thereby moderating the asymmetric impact of hotel attributes on customer satisfaction.
Research limitations/implications
The study compares and contrasts the determinants of customer satisfaction for domestic and international guests in the context of Chinese hotels. Care should still be exercised when generalizing the insights gleaned from this study to other contexts.
Practical implications
The findings from this study translate into actionable guidelines for hotel operators to make informed decisions regarding service improvement.
Originality/value
The study extends previous work by offering a deeper understanding of the asymmetric impact of hotel attributes on customer satisfaction. Specifically, this study provides a deep understanding of the different hotel attributes such as basic, performance and excitement factors in explaining customer satisfaction among different hotel customer segments. Findings from this study can not only inform hotel operators on the significance of various hotel attributes in determining customer satisfaction but also guide the formulation of business strategies to retain customers by inducing delight and not frustration.
This editorial is written at an unprecedented time in human history, when the entire world is engulfed with the effects of COVID-19 pandemic. The pandemic has taken lives of millions of people, ...destroyed families, and disrupted the livelihoods of hundreds of millions more. Isolations, lockdowns, and restricted movements threaten to hamper business and unravel the social fabric of the contemporary world. With widespread movement restrictions, human resilience is put to the test, manifesting through the digitalization of businesses, governments, and societies. Consequently, digital business transformation can be conceived as the single most important force to thrive in an exceptional time. In this special issue, we include seven insightful and well-executed research articles that advances contemporary knowledge on digital business transformation in the domains of innovation and entrepreneurship. We believe that these articles are only pertinent to the current circumstances where innovation and entrepreneurship are inevitably digitally-driven, but they are also likely to be relevant beyond the pandemic where digitalization would become the new norm in business transformation.
Increasingly, researchers have come to acknowledge that consumption activities entail both utilitarian and hedonic components. Whereas utilitarian consumption accentuates the achievement of ...predetermined outcomes typical of cognitive consumer behavior, its hedonic counterpart relates to affective consumer behavior in dealing with the emotive and multisensory aspects of the shopping experience. Consequently, while utilitarian consumption activities appeal to the rationality of customers in inducing their intellectual buy-in of the shopping experience, customers’ corresponding emotional buy-in can only be attained through the presence of hedonic consumption activities. The same can be said for online shopping. Because the online shopping environment is characterized by the existence of an IT-enabled web interface that acts as the focal point of contact between customers and vendors, its design should embed utilitarian and hedonic elements to create a holistic shopping experience. Building on Expectation Disconfirmation Theory (EDT), this study advances a research model that not only delineates between customers’ utilitarian and hedonic expectations for online shopping but also highlights how these expectations can be best served through functional and esthetic performance, respectively. Furthermore, we introduce online shopping experience (i.e., transactional frequency) as a moderator affecting not only how customers form utilitarian and hedonic expectations but also how they evaluate the functional and esthetic performances of e-commerce sites. The model is then empirically validated via an online survey questionnaire administered on a sample of 303 respondents. Theoretical contributions and pragmatic implications to be gleaned from our research model and its subsequent empirical validation are discussed.
Natural language processing (NLP) is gaining momentum in management research for its ability to automatically analyze and comprehend human language. Yet, despite its extensive application in ...management research, there is neither a comprehensive review of extant literature on such applications, nor is there a detailed walkthrough on how it can be employed as an analytical technique. To this end, we review articles in the UT Dallas List of 24 Leading Business Journals that employ NLP as their focal analytical technique to elucidate how textual data can be harnessed for advancing management theories across multiple disciplines. We describe the available toolkits and procedural steps for employing NLP as an analytical technique as well as its advantages and disadvantages. In so doing, we highlight the managerial and technological challenges associated with the application of NLP in management research in order to guide future inquires.
Platformization is gathering pace because it is capable of restructuring the value creation process for ecosystems. Despite its merits, the failure rate of platformization is alarming for incumbents ...because it demands collective commitment from ecosystem partners who are already intricately connected due to their embeddedness in pre‐existing value networks. Consequently, the question of how incumbents can prepare for platformization has attracted attention from both academics and practitioners alike. By conducting multiple case studies of three distinct ecosystems that have successfully embraced platformization, we arrive at three separate process patterns of preparation for ecosystem platformization that elucidate the dimensions of organisational readiness required of the initiating firm and its partners. Particularly, we delineate between shared readiness and situated readiness, each with its own constituent sub‐dimensions underlying ecosystems' preparedness for platformization.
Detailing the opportunities and challenges of omnichannel business, this paper serves as an editorial note to the corresponding special issue. We advance a framework that delineates extant literature ...on omnichannel business into four predominant research streams according to their perspective (i.e., consumer versus retailer) and research orientation (i.e., diagnostic versus prescriptive). For each of the four research streams, we articulate its current state of research and describe how select articles assembled in this special issue enhance the stream.
E-commerce service failures have been the bane of e-commerce, compelling customers to either abandon transactions entirely or switch to traditional brick-and-mortar establishments. Yet, there is a ...paucity of studies that investigates how such failures manifest on e-commerce websites and their impact on consumers. This paper, therefore, synthesizes extant literature on e-service and system success to arrive at a novel classification system that delineates e-commerce service failures into information, functional, and system categories, each with its own set of constituent dimensions. Extending expectation disconfirmation theory (EDT), we further distinguish among disconfirmed outcome, process, and cost expectancies as major consequences of e-commerce service failures. A theoretical model of e-commerce service failure classifications and their consequences was constructed together with testable propositions that relate the three failure categories to consumers’ disconfirmed expectancies. Finally, we explore the validity of our theoretical model based on descriptive accounts of actual occurrences of e-commerce service failures and their corresponding consequences. Consistent with our theoretical model, information and functional failures were found to be associated with disconfirmed outcome and process expectancies respectively. System failures, on the other hand, do not affect consumers’ disconfirmed expectancies, thereby contradicting our predictions. Post hoc analysis on constituent dimensions of information, functional, and system failures yielded additional insights on the preceding observations.
Purpose Contemporary focus on infections and deaths in the event of pandemics may distract health institutions and medical practitioners from the psychosocial consequences of the outbreak in ...individuals. In light of the devastation, persistency and scarcity of pandemics, it is imperative to delve into individuals' psychological state and self-preservation instincts when confronted with the environmental danger arising from pandemic conditions and the environmental restrictions being imposed.Design/methodology/approach Guided by the self-preservation theory, the authors advance a research model to elucidate the moderated mediation effect of secondary traumatic stress on an individual's reactions when faced with environmental danger and restriction. The authors also consider the moderating influence of environmental restriction and media use diversity. The authors subsequently validated the research model via a survey with 2,016 respondents in China. The authors employed PLS-SEM to analyze the data and assess the hypothesized paths.Findings Analytical results revealed that secondary traumatic stress fully mediated the impact of environmental danger on external reliance but suppresses the mediating effects on internal reliance. The authors further confirmed that environmental restriction moderated the relationship between environmental danger and reliance. Furthermore, the authors attest to the moderating influence of media use diversity on the relationship between secondary traumatic stress and external reliance.Originality/value This study not only extends the theoretical lens of self-preservation to public health emergencies but also yields practical guidelines for coping with pandemics. Insights from this study can be harnessed to aid populations worldwide in coping and recovering from pandemics.
Disentangling Digital Platform Competition KAZAN, EROL; TAN, CHEE-WEE; LIM, ERIC T.K. ...
Journal of management information systems,
01/2018, Letnik:
35, Številka:
1
Journal Article
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Digital platforms confer competitive advantage through superior architectural configurations. There is, however, still a dearth of research that sheds light on the competitive attributes that define ...platform competition from an architectural standpoint. To disentangle platform competition, we opted for the mobile payment market in the United Kingdom as our empirical setting. By conceptualizing digital platforms as layered modular architectures and embracing the theoretical lens of strategic groups, this study supplements prior research by deriving a taxonomy of platform profiles that is grounded on the strategic dimensions of value creation and value delivery architectures. We discover that mobile payment platforms could be delineated based on: (1) whether they are integrative or integratable on their value creation architecture; and (2) whether they have direct, indirect, or open access on their value delivery architecture. The preceding attributes of value creation architecture and value delivery architecture aided us in identifying six profiles associated with mobile payment platforms, which in turn led us to advance three competitive strategies that could be pursued by digital platforms in network economies.
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