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The version presented here may differ from the published version or from the version of record. If you wish to cite this item you are advised to consult the publisher's version. Please see the repository url above for details on accessing the published version and note that access may require a subscription. service quality and purchasing experience in e-service quality as dominant customer satisfaction factors. Furthermore, this study suggests that Chinese e-retailers to be competitive have to focus more on logistics and delivery of products compared to other intangible service quality factors. The outcome of the study would be highly beneficial to the Chinese electronic retailers to fine tune their strategy to satisfy the growing demand. This study would also guide third party logistics to be more competitive in future. Furthermore, this study can supplement government policy makers to regulate the growing volatile market.

Purpose With the popularity of social media and, recently, live streaming, internet celebrity endorsements have become a prevalent approach to content marketing for e-commerce sellers. Despite the widespread use of social media and online communities, empirical studies investigating the economic value of user-generated content (UGC) and marketer-generated content (MGC) still lag behind. The purpose of this paper is to contribute both theoretically and practically to capture both first-order effects and second-order effects of internet celebrity endorsements on marketing outcomes in an e-commerce context. Design/methodology/approach This study conducts a cross-sectional regression to evaluate the economic value of internet celebrity endorsement, and a panel vector autoregressive model is adopted to examine the relationship between celebrities’ and consumers’ content marketing behaviors and e-commerce sales performance. The authors also adopt look-ahead propensity-score matching technique to correct for selection bias. Findings The empirical results show that the content generation efforts of marketers and the interaction behaviors between marketers and consumers will significantly influence the e-commerce sales, which refers to the first-order effects of internet celebrity endorsement. Moreover, interactions within the fan community exert second-order effects of content marketing on sales performance. Originality/value This paper provides new insights for e-commerce retailers to evaluate the economic values of internet celebrity endorsement, a new content marketing practice in e-commerce platform.

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In this study we focus on how e-retailers who deal with innovative products in the era of the Internet of Things (IoT) select product delivery service providers to ensure timely and efficient delivery to customers. Based on the Asset-Process-Performance framework, we propose a triadic model that includes e-retailers, delivery service providers and customers to achieve synergy and customer satisfaction in the era of the IoT. We find that substantive selective criteria should include consideration of service provider's hard and soft infrastructure. In addition, flexibility is a key criterion that will strengthen the relationship between e-retailers and delivery service providers to improve the competitiveness of e-retailers as well as to satisfy the customers. We validate the model using data from 148 Taobao e-retailers. Our results indicate that both hard and soft infrastructures have positive influence on flexibility which in turn has a positive impact on customer satisfaction. Indeed, flexibility fully mediates the relationship between hard and soft infrastructures and customer satisfaction. Our theoretical triadic model is one of the first attempts in providing product delivery service provider selection criteria for e-retailers selling innovative products and its influence on customer satisfaction. Our findings provide guidelines for both e-retailers and product delivery service providers to improve their competitiveness.