•Investigation of the relationship between greenhouse gas emissions and Tobin's q.•Contrasting market reaction to the changes in GHG emissions by B2B and B2C firms.•The B2B firm's environmental ...efforts are regarded just as costs by the market.•The B2C firms’ efforts to reduce GHG emissions are rewarded by the market.•More stringent regulatory pressure is required in B2B firms to reduce GHG emissions.
This paper analyzes the relationship between greenhouse gas (GHG) emissions and the financial performance of business-to-business (B2B) or business-to-consumer (B2C) organizations. We find that Tobin's q is positively associated with higher GHG emissions for B2B firms, implying that GHG emissions reduction is regarded as a necessary cost. Meanwhile, a negative relationship is found for B2C firms, which may be due to consumers responding to climate change issues. These findings contribute to our understanding of the heterogeneous relationship in the existing literature. The evidence also implies on the policy level that more stringent regulatory pressure may be required for B2B firms to reduce their GHG emissions.
•Study the pricing policy selection for a B2C car-sharing platform.•Develop profit maximization models of the platform under different policies.•Obtain the platform’s optimal pricing decisions during ...peak and off-peak hours.•Present a case study on determining the optimal pricing policy.•Provide useful managerial insights for B2C car-sharing platforms.
This study examines the optimal pricing and pricing policy selection for a business-to-consumer (B2C) car-sharing platform during peak and off-peak hours, where two pricing policies are evaluated, that is, fixed pricing policy and dynamic pricing policy. First, we construct the B2C car-sharing market demand function and the sharing platform’s profit maximization model under each pricing policy, and obtain optimal outcomes by solving the model, including service price, market demand, platform’s profit, consumer surplus, and social welfare. Then, through analysis, we reveal the effects of the pricing policy selection on the optimal outcomes. The results show that compared with the fixed pricing policy, implementing a dynamic pricing policy can increase the sharing platform’s profit, but decrease the consumer surplus and social welfare. Additionally, implementing a dynamic pricing policy can also increase the demand during off-peak hours and decrease the demand during peak hours.
This paper compares the potential characteristics of B2B platforms as identified in the information systems literature with those in the general platform literature. Our analysis reveals that these ...characteristics are not exclusive to B2B platforms and suggests that the differences between B2B and B2C platforms may be more subtle. Moreover, it remains unclear whether these differences serve as success factors for B2B platforms or merely represent the current approaches of the platforms under examination. We identified five potential differences that warrant further investigation. Therefore, this literature-based comparison lays the groundwork for further research on supporting decision-making when building a B2B platform ecosystem or joining a B2B platform ecosystem. Especially important is the fact that building on insights from B2C could lead to wrong decisions and platform failure or unintended outcomes for participants. Thereby the study contributes to understanding of the unique aspects of digital B2B platforms and has implications for B2B platform managers and policymakers because the presence of these ecosystems can considerably influence competitive dynamics in markets.
•B2B platforms and ecosystems are often considered to be an important building brick in the digitalization of B2B markets.•The principles in designing and scaling B2B platforms can be very different from their B2C counterparts.•There is no comprehensive understanding of how B2B and B2C platforms differ in detail.•B2B and B2C platforms are closely related but still show substantial differences and, therefore, need specific research.•Understanding the difference that characterizes B2B platforms has clear business implications and holds valuable insights for policymakers.
La presente investigación se desarrolla en un marco académico, se aplica a clientes de microempresas de eCommerce B2C de la ciudad de Bogotá (Colombia). Su objetivo fue determinar cómo los chatbots ...de microempresas del sector de ropa femenina informal con eCommerce B2C de Bogotá, fidelizan a clientes mujeres entre 25 a 35 años en el 2022. La metodología fue cuantitativa utilizando cuestionarios y técnica de encuestas, con una muestra estadística de 94 mujeres. Entre los resultados principales, se encontró que la interacción con un chatbot es muy importante para que el cliente tenga una buena experiencia de compra. Además, los chatbots de AI (inteligencia artificial) son los que tienen una mejor interacción con los usuarios.
PurposeDespite the recent wealth of supply chain agility literature, scholars have yet to thoroughly examine its impacts on the customer experience. To address this gap, we assess the effects of ...supply chain agility on customer value and customer satisfaction, including the moderating role of customer loyalty, from the perspectives of both business customers (B2B) and end-customers (B2C).Design/methodology/approachWe used multivariate regression analysis to evaluate direct, indirect and conditional effects across survey responses from 148 senior-level supply chain managers (buyers) (Study 1) and 170 end-customers (i.e. consumers) (Study 2).FindingsThe results reveal that supply chain agility retains a direct link to both B2B and B2C’ value and satisfaction. However, a higher level of customer loyalty reduces the strength of these relationships, signifying that agility is less important with established customers. In this respect, agility is important to attract new customers, but more agility is not always beneficial once the customer relationship is established.Originality/valueThe current study is among the first to examine end-customer response to supply chain agility. The findings complement existing literature by providing novel insights into the impact of supply chain agility on both business customers (B2B) and end-customers (B2C).
Last mile deliveries are one of the major effectors of heavy traffic of commercial vehicles in the whole city area. Due to e-commerce's generic specificity, its functioning on B2C market is based on ...home deliveries. In recent years very interesting and popular solution became the parcel lockers as the efficient last mile delivery system. This paper is focused on the analysis of usability and efficiency of this measure based on the example of Polish InPost Company system. It introduces the results of pilot survey realized in Szczecin (Poland), as well as the general expectations regarding the efficient utilization of this kind of solution.
Advancements in conversational Artificial Intelligence (AI) have led to rapid growth in firms’ use of AI chatbots in customer service roles. While the shareholder wealth effects of AI chatbots have ...yet to be investigated, recent findings suggest that AI investment may contribute negatively to firm value. This cautionary evidence, and the growing prevalence of AI chatbots, underscore that a clear understanding of their impact on firm value is urgently needed. An event study of 153 AI chatbot announcements demonstrates that implementation of AI customer service chatbots generates a .22% abnormal stock return, indicating investors respond favorably to this practice. Importantly, B2B (vs. B2C) firms have substantially more to gain from implementing AI chatbot customer service. However, we find chatbot anthropomorphism interacts with customer type, as investors respond less (more) favorably to anthropomorphized chatbots used in B2B (B2C) customer service roles. Two additional studies provide support for this pattern of findings.
Purpose: This study analyzed the structural relationship between interaction quality and relationship satisfaction, towards providing managerial implications for effective relationship management in ...the B2B market. Research design, data and methodology: The following survey was conducted only if respondents had used the airline's B2C more than twice. A total of 398 copies were collected and empirical analysis was conducted using AMOS 18.0 and PASW 18.0. Results: The flexibility, quickness, and fairness that make up the interaction quality in airline B2C have been shown to have a significant impact on trust, relationship performance and relationship satisfaction. Conclusions: Usefulness, quickness, and fairness, which are sub-variables of airline B2C mutual quality, have a positive effect on trust. In addition, trust was found to have a positive effect on relationship performance and relationship satisfaction. We draw implications for the importance of interaction quality in order to strengthen and sustain relationships with users in the airline B2C distribution market. In addition, in order to build meaningful relationship performance and relationship satisfaction, interaction quality and trust level should be examined first, and interaction quality improvement should be the top goal. KCI Citation Count: 0
Product-harm crises literature has mostly studied product user harm proxies i.e., risk of injury or fictitious crises. Our macro-level study is the first to determine the consequences of actual ...non-automobile product-related injuries on customer satisfaction. We leverage a dataset statistically representative of injuries reported at over 5,000 U.S. hospitals. Employing the expectation-disconfirmation paradigm, we study 800 product categories, 52 industries and 30 injury diagnoses to find that severe product-related injury (SPI), on average, hurts customer satisfaction. Our research reveals that varying types of consumers’ expectations can result in asymmetric effects. Consumer sentiment and future growth may set varying boundary conditions for product users’ expectations; while higher consumer sentiment is found to worsen the association between SPI and customer satisfaction, future economic growth attenuates that relationship. Also, the type of hospital may help account for consumers’ disconfirmation of product beliefs, as it is found to improve the negative effect of SPI.
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