Purpose The purpose of this paper is to focus on failures in online flash sales (OFS) and to explore why consumers participate in an OFS even after experiencing service failure. It also examines the role of deal proneness, attribution, and emotions. Design/methodology/approach Using a mixed method approach to gain insights into this relatively unexplored phenomenon of OFS, this research uses netnography followed by a survey study. Findings The findings show that deal-prone customers tend to ignore service failures during OFS and re-participate in the future. In the context of OFS, failures attributed to internal locus of attribution (LOA) also have a negative effect on re-participation compared with failures attributed to external LOA. Furthermore, there is a three-way interaction among deal proneness, LOA, and past emotions. The results show that negative past emotions further exacerbate the impact of attribution on the link between deal proneness and re-participation. Originality/value In contrast with prior research, the paper shows that consumers participate even after service failure. The proposed difference is between customers who experience different LOA and past emotions offers insights into their behavior after service failure in a new context of an online/electronic commerce event – flash sales. This paper specifically explores the role of internal LOA and finds that it has a more negative impact than external LOA on re-participation.
Online reviews can play a significant role in consumer decisionmaking processes. Previous research has focused on investigating the effects of different review elements, such as valence or volume, on sales rank and perceived helpfulness. However, very little is known about how consumers actually attend to and process reviews. Moreover, reviews exist in the context of other elements on product pages, but previous studies have not investigated the combined effects of the different product page elements. This study uses eye tracking to investigate how consumers attend to product pages. Participants (N ¼ 74) were asked to review product pages of five different brands of either a search or an experience product. The results show that although product-related information is most important for consumers, consumers also spend time on review-related information, particularly the review text and reviewer information. Also, we observe differences in attention paid to different page elements for search versus experience products.
PurposeDigital business platforms (DBPs) such as Alibaba and Google Shopping are partnership networks that use the Internet to bring service providers (e.g. retail vendors) and customers together. One of the benefits of DBPs is network effects, in which customers can purchase from multiple providers, giving rise to a unique network. However, few studies have explored which service providers benefit from network effects and which do not.Design/methodology/approachUsing the theories of transaction costs and network analysis, the authors apply network models to DBPs to understand which service providers benefit from network effects.FindingsThe authors identify three segments of service providers: (1) those with high prominence (connection to providers with high network centrality), (2) those with high network constraint (adjacent to isolated providers) and (3) those with low prominence and constraint. The authors find that segments (1) and (3) benefit from reciprocated customer exchanges, and thus benefit from network effects, while high constraint segment (2) providers do not benefit from reciprocated exchanges. Moreover, the authors find that for segments (2) and (3) future sales have a negative association with unreciprocated customer exchanges, while segment (1) has no significant association between unreciprocated exchanges and future sales.Research limitations/implicationsThe authors discuss implications for a multisided platform (MSP), as it decides which service providers to attract, promote and recommend. They can use this study’s results to know which segments of providers will increase network effects to make the platform more valuable.Practical implicationsThis paper provides managers of service platforms with strategies for managing relations with their service providers.Social implicationsService platforms are an important and disruptive business model. The authors need to understand how network effects operate to create efficient platforms.Originality/valueThis paper extends the literature on MSPs by quantifying network effects and showing not all service providers benefit equally on an MSP from network effects. Critical insights into network effects on the MSP are provided, including different ways it can impact provider sales.
When citizens are actively engaged in e-government processes as co-creators it leads to e-government development. Citizen participation in e-government is a recent phenomenon where government is seeking more involvement of citizens through different platforms. Whether citizens' participation through social media platforms leads to e-government development has been a debate in literature. In this research study, the authors investigate whether social media usage influences government's role in e-government development. Power distance between government and citizen also plays a role in deciding the extent of e-participation in e-government. In this study, the authors examine the relationship between social media, power distance, citizen engagement and e-government development. Using customer focus theory and agency theory, this study establishes that e-participation initiative by government acts as a mediator in the relation between social media usage by citizen as well as power distance to e-government development.
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