C2C interaction in the online review system: Effect of other customers’ responses on subsequent review volume

Zhang, Min; Wang, Lu; Li, Yiwei; Wang, G. Alan

doi:10.1016/j.tourman.2022.104622

Cited by 7 publications

(3 citation statements)

References 44 publications

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“…This definition is especially true in online environments where communication with customers is easy through virtual tools (Morgan-Thomas and Veloutsou, 2013). With advancements in web technology, connections between customers have become both frequent and convenient (Zhang et al, 2022).…”

Section: Customer-to-customer Businessmentioning

confidence: 99%

“…The work of Johnson and Grier (2013) describes C2C interaction as “the active or passive interaction between two or more consumers within a service setting.” This definition is especially true in online environments where communication with customers is easy through virtual tools (Morgan-Thomas and Veloutsou, 2013). With advancements in web technology, connections between customers have become both frequent and convenient (Zhang et al ., 2022).…”

Section: Literature Reviewmentioning

confidence: 99%

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Understanding the roles of interaction and trust in formation of loyalty toward customer-to-customer (C2C) platforms

Liu

Ahn

2023

APJML

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PurposeAn increasing number of customers are using customer-to-customer (C2C) platforms to buy and sell products and services. Despite this growth, little research has examined customer experiences with C2C e-commerce. This study examines how informational and emotional interactions affect customer patronage behaviors by increasing customer trust in both sellers and platforms.Design/methodology/approachA self-administered questionnaire was used to collect data from 181 customers of C2C platforms in the United States. Partial least squares structural equation modeling was used to analyze the data.FindingsThe results show that informational interactions affect customer trust both in sellers and platforms, resulting in customer loyalty. The findings also show that emotional interactions affect customer trust in sellers. Multi-group analyses suggest that the impacts of informational and emotional interactions on trust vary depending on customer demographics.Research limitations/implicationsTheoretical implications in this study arise from (1) examination of customer experiences with C2C platforms using the stimulus-organism-response framework, (2) identification of the role of informational and emotional interactions in the formation of trust and (3) exploration of the ways in which customer gender, age and income affect the connection between experiences and consequences in C2C settings.Practical implicationsFrom a practical perspective, this study provides useful guidelines to help C2C business practitioners increase customer patronage behavior by means of interactions and trust.Originality/valueThis study provides practical and academic implications by examining how customer interactions affect customer trust in e-commerce C2C platforms.

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Section: Customer-to-customer Businessmentioning

confidence: 99%

Section: Literature Reviewmentioning

confidence: 99%

Understanding the roles of interaction and trust in formation of loyalty toward customer-to-customer (C2C) platforms

Liu

Ahn

2023

APJML

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“…Zhang Shengliang and Li Xiaoxin (2014) studied problem customers and other customers, and pointed out that enterprises adopt two forms of blacklisting and indulgence to treat problem customers, which will affect the emotions and behaviors of other customers. Under laissez-faire management measures, other customers will have higher negative emotions and negative behaviors toward enterprises [19]. Some scholars have also studied the internal mechanism of other customers' civic behaviors such as dissuading and doing good deeds in the face of customer misconduct [20].…”

Section: Positive and Negative Effects Of Other Customer Behaviorsmentioning

confidence: 99%

A Review of the Influence of Other Customers Cues on Customers’ Engagement Intention in the Live Streaming E-Commerce Situation

Liu

2023

HBEM

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Compared with traditional e-commerce, "live streaming + e-commerce" is highly popular because of because of its obvious advantages such as timeliness, sociability, conciseness and entertainment. Live streaming has become one of the main ways for people to shop, and has also become a standard marketing channel for brand merchants. Flow and retention are the ceiling that determines the transaction of live e-commerce, and a comprehensive consideration of the customer's engagement intention in both transactional and non-transactional forms is necessary. According to the theory of servicescape, other customers are important social cues in the servicescape, which affect the customer's behavioral intention. Therefore, this paper focuses on the impact of other customer cues on customers' engagement intention in the live streaming e-commerce situation, systematically reviews the research on the concepts, classifications, and influencing factors of other customer cues and customers' engagement intention, classifies other customer cues into the three dimensions of usefulness, interactivity, and visibility, analyzes their impact on the two types of customers' engagement intention, and concludes with an outlook of the future development trend.

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Electronic word-of-mouth (eWOM) and customer brand engagement (CBE): Do they really go hand-in-hand?

Srivastava,

Abhishek,

Pandey

2023

Electron Commer Res

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C2C interaction in the online review system: Effect of other customers’ responses on subsequent review volume

Cited by 7 publications

References 44 publications

Understanding the roles of interaction and trust in formation of loyalty toward customer-to-customer (C2C) platforms

Understanding the roles of interaction and trust in formation of loyalty toward customer-to-customer (C2C) platforms

A Review of the Influence of Other Customers Cues on Customers’ Engagement Intention in the Live Streaming E-Commerce Situation

Electronic word-of-mouth (eWOM) and customer brand engagement (CBE): Do they really go hand-in-hand?

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