Journal of Theoretical and Applied Electronic Commerce Research

17 pages, 797 KiB

Open AccessArticle

AI Recommendation Service Acceptance: Assessing the Effects of Perceived Empathy and Need for Cognition

by Namhee Yoon and Ha-Kyung Lee

J. Theor. Appl. Electron. Commer. Res. 2021, 16(5), 1912-1928; https://doi.org/10.3390/jtaer16050107 - 18 Jun 2021

Cited by 27 | Viewed by 10033

Abstract

This study investigated the effect of perceived technology quality and personalization quality on behavioral intentions, mediated by perceived empathy in using an artificial intelligence (AI) recommendation service. The study was based on a theoretical model of artificial intelligent device use acceptance. We also [...] Read more.

This study investigated the effect of perceived technology quality and personalization quality on behavioral intentions, mediated by perceived empathy in using an artificial intelligence (AI) recommendation service. The study was based on a theoretical model of artificial intelligent device use acceptance. We also tested the moderating effect of individuals’ need for cognition, influencing empathy. Data collection was conducted through an online survey using a nationally recognized consumer research panel service in Korea. The participants were asked to respond to their preferences and needs on sneakers; then, they randomly experienced the AI (versus human expert) recommendation service that offers a recommended product. A total of 200 data were analyzed using SPSS 21.0 for descriptive statistics, reliability analysis, and PROCESS analysis, and AMOS 21.0 for confirmatory factor analysis and structural equation modeling (SEM). Results revealed that, compared with the human (expert) recommendation service, the AI recommendation service increased perceived technology quality, which increased personalization quality. Technology and personalization quality had a positive influence on behavioral intentions, mediated by perceived empathy. In addition, when individuals had a high level of need for cognition, the effect of personalization quality on empathy was stronger. However, individuals with a low level of need for cognition perceived greater empathy, as technology quality increased. The findings of the current study improve understanding of how consumers accept AI technology-driven services in the online shopping context. Full article

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19 pages, 1493 KiB

Open AccessArticle

Understanding FinTech Platform Adoption: Impacts of Perceived Value and Perceived Risk

by Jianli Xie, Liying Ye, Wei Huang and Min Ye

J. Theor. Appl. Electron. Commer. Res. 2021, 16(5), 1893-1911; https://doi.org/10.3390/jtaer16050106 - 17 Jun 2021

Cited by 116 | Viewed by 17556

Abstract

FinTech platforms are one of the most important elements in the rapidly digitized world’s economy. This study investigates the factors that affected individuals’ acceptance of FinTech services, especially on internet wealth management platforms. The current research extends the unified theory of acceptance and [...] Read more.

FinTech platforms are one of the most important elements in the rapidly digitized world’s economy. This study investigates the factors that affected individuals’ acceptance of FinTech services, especially on internet wealth management platforms. The current research extends the unified theory of acceptance and use of technology (UTAUT) published by MIS Quarterly with integrated financial consumption attributes (i.e., perceived value and perceived risk) alongside the core construct of UTAUT. Data were collected from an established survey company. The empirical results indicate that perceived value, perceived risk, and social influence are strongly related to individuals’ FinTech adoption intention, whereas performance expectancy, effort expectancy, and perceived risk affect individuals’ perceived value, which in turn influences adoption intention. The proposed FinTech adoption model could contribute to information technology (IT) adoption research by extending the UTAUT in which individuals’ performance expectancy and effort expectancy affect their adoption intention indirectly through perceived value. Finally, the implications of the proposed new model for future research and FinTech practice are discussed. Full article

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16 pages, 834 KiB

Open AccessArticle

International Trade in the High-Tech Sector—Support or Obstacle to Start-Up Processes at the Macro Level in European Union Countries?

by Aleksandra Gawel

J. Theor. Appl. Electron. Commer. Res. 2021, 16(5), 1877-1892; https://doi.org/10.3390/jtaer16050105 - 10 Jun 2021

Cited by 9 | Viewed by 3766

Abstract

High-tech internationalization touches on two aspects impacting entrepreneurship: openness of the economy and its level of innovativeness. Both of them might positively or negatively affect the process of new company creations, as suggested by the concept of entrepreneurial regime with creative destruction or [...] Read more.

High-tech internationalization touches on two aspects impacting entrepreneurship: openness of the economy and its level of innovativeness. Both of them might positively or negatively affect the process of new company creations, as suggested by the concept of entrepreneurial regime with creative destruction or by the concept of routinized regime with creative accumulation. The aim of the article is to assess the impact of high-tech internationalization on the start-up process of new company creation. Cluster analysis and panel modeling for European Union countries in 2009–2018 were conducted. The research results distinguish clusters of European Union countries with a different level of high-tech internationalization. The impact of high-tech internationalization on start-up rates is significant in the case of both clusters; however, it is stronger in the cluster of countries with a relatively higher level of high-tech international openness. The high-tech intra-EU import and extra-EU high-tech export negatively affect the rate of new enterprise creation in both clusters. Additionally, extra-EU import in clusters with a relatively higher level of high-tech internationalization also negatively impacts start-up rates. The only aspect supporting the start-up process is the level of intra-EU export in clusters with higher levels of high-tech internationalization. The results suggest that in European Union countries, creative accumulation is the dominant phenomenon. Full article

(This article belongs to the Special Issue Technological Entrepreneurship, Internationalization of High-Tech Companies, and International e-Business)

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15 pages, 17201 KiB

Open AccessArticle

Role of Artificial Neural Networks Techniques in Development of Market Intelligence: A Study of Sentiment Analysis of eWOM of a Women’s Clothing Company

by Zubair Nawaz, Chenhui Zhao, Fouzia Nawaz, Asif Ali Safeer and Waseem Irshad

J. Theor. Appl. Electron. Commer. Res. 2021, 16(5), 1862-1876; https://doi.org/10.3390/jtaer16050104 - 8 Jun 2021

Cited by 11 | Viewed by 5619

Abstract

Web 2.0 technology enables customers to share electronic word of mouth (eWOM) about their experiences. eWOM offers great market insights to the organization, and important for organization’s success. eWOM monitoring and management is one of the major contemporary challenges for the organization, because [...] Read more.

Web 2.0 technology enables customers to share electronic word of mouth (eWOM) about their experiences. eWOM offers great market insights to the organization, and important for organization’s success. eWOM monitoring and management is one of the major contemporary challenges for the organization, because of high volume and frequency of the content. It is nearly impossible for an organization to manually monitor content generated by each user. In this paper, we propose sentiment analysis as an alternative method for analysis of emotions and behavioral intentions in real-time data. Sentiment analysis is performed on women’s e-clothing reviews collected from the Kaggle data repository. The dataset consists of 23,486 reviews, comprising ten feature variables. This study applied artificial neural network techniques to determine polarity of the data in terms of positive or negative. Sentiment analysis was performed by using two artificial neural networks, Convolutional Neural Network (CNN) and Long Short-Term Memory (LSTM), to classify the review as recommended (positive) or not recommended (negative). The proposed models have been evaluated on these performance measuring parameters: accuracy, recall, specificity, F1-score and roc-curve. The LSTM method outperformed CNN and achieved classification accuracy of 91.69%, specificity 92.81%, sensitivity 76.95%, and 56.67% F1-score. Based on results of this study, LSTM technique is highly recommended for the sentiment analysis of unstructured text-based user-generated content. Full article

(This article belongs to the Section Digital Marketing and the Connected Consumer)

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18 pages, 3400 KiB

Open AccessArticle

Financial Innovation in Digital Payment with WeChat towards Electronic Business Success

by Yuk Ming Tang, Ka Yin Chau, Luchen Hong, Yun Kit Ip and Wan Yan

J. Theor. Appl. Electron. Commer. Res. 2021, 16(5), 1844-1861; https://doi.org/10.3390/jtaer16050103 - 8 Jun 2021

Cited by 37 | Viewed by 10436

Abstract

Financial innovation and advances in payment systems are important not only to boost remittances but also to foster the successful development of electronic businesses around the world. As such, many leading companies in electronic commerce are putting a great deal of effort into [...] Read more.

Financial innovation and advances in payment systems are important not only to boost remittances but also to foster the successful development of electronic businesses around the world. As such, many leading companies in electronic commerce are putting a great deal of effort into the development of their payment system to attract more users and compete with other leading companies in the market. WeChat is a social communication tool that introduced a payment function widely adopted as a third-party payment in China nowadays. The purpose of this study was to adopt WeChat as a case study to identify the influential factors that impact consumers’ intention to adopt it as digital payment. We identified several core influential factors including service quality, perceived risk, perceived security, perceived ease of use, social influence, compatibility, and age. Qualitative and quantitative analyses were performed to investigate how influential factors affect the adoption of this third-party digital payment platform. The results revealed that all identified factors have a significant influence on consumer’s intention to use digital payment, except age. This study also provided useful advice for digital payment improvement and recommendations to enhance digital payment for the success of electronic business operations. The paper provides new insight into the factors influencing consumers’ intention to use mobile digital payment. Full article

(This article belongs to the Collection Enhancing Consumer Experience through Mobile Commerce: Challenges and Opportunities)

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17 pages, 851 KiB

Open AccessArticle

Psychological Traits and Intention to Use E-Commerce among Rural Micro-Entrepreneurs in Malaysia

by Mohd Nor Hakimin Bin Yusoff, Fakhrul Anwar Zainol, Razman Hafifi Ridzuan, Mohammad Ismail and Asyraf Afthanorhan

J. Theor. Appl. Electron. Commer. Res. 2021, 16(5), 1827-1843; https://doi.org/10.3390/jtaer16050102 - 7 Jun 2021

Cited by 12 | Viewed by 6418

Abstract

This study was set out to chiefly examine the influence of psychological traits—need of achievement (“N of Ach”) and risk-taking propensity (RTP)—on perceived usefulness (PUF) and perceived ease of use (PercEU), as well as their effects on the intention to use e-commerce among [...] Read more.

This study was set out to chiefly examine the influence of psychological traits—need of achievement (“N of Ach”) and risk-taking propensity (RTP)—on perceived usefulness (PUF) and perceived ease of use (PercEU), as well as their effects on the intention to use e-commerce among rural micro-entrepreneurs. This study exploited the psychological traits theories and the technology acceptance model (TAM) by utilizing samples represented by rural micro-entrepreneurs. The results of the study found that the N of Ach and RTP significantly influence PUF and PercEU. The two original TAM constructs and PercEU have significant relationships with PUF and intention. At the same time, it was also found that there exists a significant relationship between PUF and intention. This study therefore serves to fill the gaps where N of Ach and RTP of rural micro-entrepreneurs are seldom tested to examine the effects of perceptions of benefits and ease of use on the adoption of e-commerce. On top of that, this study provides vital input to policy makers and stakeholders of rural development in their efforts to increase the adoption of e-commerce among rural micro-entrepreneurs. Full article

(This article belongs to the Special Issue Technological Entrepreneurship, Internationalization of High-Tech Companies, and International e-Business)

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22 pages, 2629 KiB

Open AccessArticle

How Does Value Co-Creation Behavior Affect Destination Loyalty? A Role Switching Perspective

by Feng Xu, Juan Tan, Lijun Lu, Shuaishuai Li and Lingui Qin

J. Theor. Appl. Electron. Commer. Res. 2021, 16(5), 1805-1826; https://doi.org/10.3390/jtaer16050101 - 5 Jun 2021

Cited by 17 | Viewed by 7063

Abstract

The concept of value co-creation brings about changes in tourists’ roles from value receivers to producers. Most existing studies take value co-creation behavior as a single dimension, ignoring the role switching of tourists. Starting from the precise constitution of value co-creation behavior, this [...] Read more.

The concept of value co-creation brings about changes in tourists’ roles from value receivers to producers. Most existing studies take value co-creation behavior as a single dimension, ignoring the role switching of tourists. Starting from the precise constitution of value co-creation behavior, this paper, utilizing the method of structural equation modeling (SEM), discusses the mechanism of the effects of tourist participation behavior and citizenship behavior on destination loyalty through each sub-dimension of perceived value. The results showed the following: (1) The participation behavior (in-role) and citizenship behavior (extra-role) of tourists affect different value dimensions. (2) The value co-created by tourists presents a hierarchical state from the primary to the higher level. Among the types of value, novelty and social value belong to the primary level while quality, economic, knowledge, and emotional value belong to the higher level. (3) Destination loyalty is driven not only by tourist behavior (in-role) but also by citizenship behavior (extra-role). Based on the perspective of role switching, this paper establishes the theoretical framework of role switching in the era of value co-creation and proposes some strategic suggestions for marketing transformation. Full article

(This article belongs to the Collection The New Era of Digital Marketing)

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14 pages, 432 KiB

Open AccessArticle

Information Acquisition and Its Incentives in an E-Commerce Supply Chain under the Offline Showroom Model

by Mengli Li and Xumei Zhang

J. Theor. Appl. Electron. Commer. Res. 2021, 16(5), 1791-1804; https://doi.org/10.3390/jtaer16050100 - 3 Jun 2021

Cited by 10 | Viewed by 3633

Abstract

Recently, the showroom model has developed fast for allowing consumers to evaluate a product offline and then buy it online. This paper aims at exploring the optimal information acquisition strategy and its incentive contracts in an e-commerce supply chain with two competing e-tailers [...] Read more.

Recently, the showroom model has developed fast for allowing consumers to evaluate a product offline and then buy it online. This paper aims at exploring the optimal information acquisition strategy and its incentive contracts in an e-commerce supply chain with two competing e-tailers and an offline showroom. Based on signaling game theory, we build a mathematical model by considering the impact of experience service and competition intensity on consumers’ demand. We find that, on the one hand, information acquisition promotes supply chain members to obtain demand information directly or indirectly, which leads to forecast revenue. On the other hand, information acquisition promotes supply chain members to distort optimal decisions, which results in signal cost. The optimal information acquisition strategy depends on the joint impact of forecast revenue, signal cost and demand forecast cost. Notably, in some conditions, the offline showroom will not acquire demand information even when its cost is equal to zero. We also design two different information acquisition incentive contracts to obtain Pareto improvement for all supply chain members. Full article

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23 pages, 1069 KiB

Open AccessArticle

A Study on the Factors Influencing Users’ Online Knowledge Paying-Behavior Based on the UTAUT Model

by Liying Yu, Zixuan Chen, Pinbo Yao and Hongda Liu

J. Theor. Appl. Electron. Commer. Res. 2021, 16(5), 1768-1790; https://doi.org/10.3390/jtaer16050099 - 3 Jun 2021

Cited by 43 | Viewed by 9491

Abstract

With the explosive growth of information and the increase of people’s fragmented time, the knowledge payment industry’s market size is growing. However, the heterogeneity between online knowledge payment behavior and traditional consumption gradually comes to the fore. It is of great practical significance [...] Read more.

With the explosive growth of information and the increase of people’s fragmented time, the knowledge payment industry’s market size is growing. However, the heterogeneity between online knowledge payment behavior and traditional consumption gradually comes to the fore. It is of great practical significance to analyze the factors influencing users’ online knowledge payment behavior and clarify users’ online knowledge payment mechanism. Based on UTAUT theory, this study uses statistics, structural equation modeling, and mediating effect analysis to construct a theoretical model of the influencing factors of users’ payment behavior of knowledge payment platform from the user level, knowledge-provider level, and platform level. The findings show that content quality, peer influence, KOL influence, perceived interaction, effort expectation, and perceived trust significantly affect users’ willingness-to-pay and have an indirect effect on users’ paying behavior through their willingness-to-pay. Perceived cost, perceived interaction, content quality, peer influence, performance expectation, and effort expectation directly and significantly affect user paying behavior. By regulating the above elements, the improvement of customer attraction ability of online knowledge platforms can be realized. Full article

(This article belongs to the Section Digital Marketing and the Connected Consumer)

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28 pages, 4927 KiB

Open AccessArticle

Research Jungle on Online Consumer Behaviour in the Context of Web 2.0: Traceability, Frontiers and Perspectives in the Post-Pandemic Era

by Xi Zhang, Hongda Liu and Pinbo Yao

J. Theor. Appl. Electron. Commer. Res. 2021, 16(5), 1740-1767; https://doi.org/10.3390/jtaer16050098 - 3 Jun 2021

Cited by 45 | Viewed by 10905

Abstract

In recent years, the study of online consumption behavior has gradually formed its research system and analysis model based on the inheritance of traditional research paradigms, focusing on the inner mechanism of consumption models explained by consumption activities. Online consumption is based on [...] Read more.

In recent years, the study of online consumption behavior has gradually formed its research system and analysis model based on the inheritance of traditional research paradigms, focusing on the inner mechanism of consumption models explained by consumption activities. Online consumption is based on the research scenario of social e-commerce and forms a broad research network through the extension of consumer objects, consumer psychology, and consumer concepts. Although the theoretical constructs of online consumer behavior continue to improve, the relevant studies still do not fully grasp the research frontiers due to the lagging research nature. In the context of Web 2.0, it is impossible to run through the latest developments in online consumption research. Moreover, the study of online consumer behavior has shown a trend of diversification and multiple schools of thought, and a research jungle has emerged, which in essence is the perfection and new height of the study of consumerism. This paper analyses the origins, frontiers, and prospects of online consumer behavior research to clarify the formation principles, development paths, and future directions of the online consumer behavior research jungle. Ultimately based on the economic changes in the post-pandemic context, this paper integrates and proposes an evolving mechanism for studying online consumption behavior, intending to achieve a peek into and reveal the jungle of online consumption research. Full article

(This article belongs to the Special Issue Digital Resilience and Economic Intelligence in the Post-Pandemic Era)

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22 pages, 2327 KiB

Open AccessArticle

Pricing of Complementary Products in Online Purchasing under Return Policy

by Ata Allah Taleizadeh, Shima Rezvan Beydokhti, Leopoldo Eduardo Cárdenas-Barrón and Somayeh Najafi-Ghobadi

J. Theor. Appl. Electron. Commer. Res. 2021, 16(5), 1718-1739; https://doi.org/10.3390/jtaer16050097 - 2 Jun 2021

Cited by 10 | Viewed by 4879

Abstract

In online purchasing, customers may return products due to dissatisfaction with the quality of the product, and receive a refund based on the return policy, which is determined by online distributors. Online distributors can offer generous policies to attract more customers, but at [...] Read more.

In online purchasing, customers may return products due to dissatisfaction with the quality of the product, and receive a refund based on the return policy, which is determined by online distributors. Online distributors can offer generous policies to attract more customers, but at the cost of reducing total profits. In this paper, the effect of the pricing and quality of complementary products (products sold together with other items) in online selling under the return policy is investigated. For this purpose, a mathematical model is developed to obtain optimal values for selling price, refund amount, and quality of products. Based on analytical results, a solution algorithm is proposed to solve the numerical examples and perform sensitivity analysis. Findings reveal that, while increasing the sensitivity of demand with respect to the refund amount, the price, quality, and refund on returned products should be increased. In addition, the online distributor should increase the quality of products when customers are more sensitive to the quality of products. Among other results, the selling price is shown to be negatively affected by demand elasticity with respect to price. In this situation, the online distributor should reduce the quality level and the refund amount for returned products to avoid a sharp decline in profit. In addition, when the quality cost is high, the price and quality should be decreased and the refund amount unchanged. Full article

(This article belongs to the Collection The New Era of Digital Marketing)

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16 pages, 908 KiB

Open AccessArticle

Fundamental Power of Social Media Interactions for Building a Brand and Customer Relations

by Ionica Oncioiu, Sorinel Căpușneanu, Dan Ioan Topor, Attila Szora Tamaș, Alina-Georgiana Solomon and Tatiana Dănescu

J. Theor. Appl. Electron. Commer. Res. 2021, 16(5), 1702-1717; https://doi.org/10.3390/jtaer16050096 - 27 May 2021

Cited by 16 | Viewed by 10272

Abstract

The spread of social networks and the high level of penetration of digital content and mobile devices have created a society in which consumers expect constant communication from companies. In addition, communication on social media is often accompanied by the hope of being [...] Read more.

The spread of social networks and the high level of penetration of digital content and mobile devices have created a society in which consumers expect constant communication from companies. In addition, communication on social media is often accompanied by the hope of being able to interact on an equal footing. In this way, companies hope that the use of social networks will not only increase sales, but also increase attention, brand page traffic, and customer loyalty. The purpose of this study was to provide the grounds for identifying the correlations between the interactive potential of social media based on dialogue-oriented communication and the quality of relationships with online customers. To achieve this goal, an online questionnaire was used in which 604 respondents from Romania participated (204 social media managers and 400 online customers). The results of the study showed that it is particularly important for companies to understand the role of interactive communication in social media and to thus build a bridge between the orientation of communication towards dialogue and relationships with online customers. It was found that the correct use of social networks could also support the achievement of public relation (PR) objectives. In addition, this study has implications for the development of customer-oriented online communication strategies by Romanian companies. Full article

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22 pages, 2306 KiB

Open AccessArticle

How Should E-Commerce Platforms Subsidize Retailers with Logistics Constraints during an Epidemic Scenario? Considering Power Structure and Altruistic Preference

by Yang Zhang and Bing Xu

J. Theor. Appl. Electron. Commer. Res. 2021, 16(5), 1680-1701; https://doi.org/10.3390/jtaer16050095 - 22 May 2021

Cited by 11 | Viewed by 4448

Abstract

To maintain the sustainable development of a platform’s economy, e-commerce platforms put forward various subsidy programs to retailers selling on them during COVID-19. This paper investigates an e-commerce platform’s decision on subsidizing a retailer selling on it with logistics constraints during an epidemic [...] Read more.

To maintain the sustainable development of a platform’s economy, e-commerce platforms put forward various subsidy programs to retailers selling on them during COVID-19. This paper investigates an e-commerce platform’s decision on subsidizing a retailer selling on it with logistics constraints during an epidemic scenario, with a focus on the role of power structure and altruistic preference. By constructing two Stackelberg game models, the research obtains the optimal subsidy under two power structures (i.e., the dominant platform and the weaker platform), respectively. The comparison between them shows that the conditions of the dominant platform giving subsidies (both altruistic preference and logistics constraints should be higher enough) are stricter than the weaker platform. Considering the same altruistic preference and logistics constraints, the optimal subsidy provided by the weaker platform should always be not less than the dominant platform. However, the weaker platform, surprisingly, can get more utility by lowering its altruistic preference voluntarily when the commission fee is low. No matter what the power structure is, the optimal subsidy increases with the logistics service coefficient and altruistic preference, and the dominant member’s profit/utility is not less than the weaker one, which confirms “the first mover advantage”. Finally, more managerial implications to the platform-retailer systems are discussed. Full article

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13 pages, 1512 KiB

Open AccessReview

Trends and Future Research in Electronic Marketing: A Bibliometric Analysis of Twenty Years

by Peng Gao, Fanchen Meng, Mário Nuno Mata, José Moleiro Martins, Shahid Iqbal, Anabela Batista Correia, Rui Miguel Dantas, Abdul Waheed, João Xavier Rita and Muhammad Farrukh

J. Theor. Appl. Electron. Commer. Res. 2021, 16(5), 1667-1679; https://doi.org/10.3390/jtaer16050094 - 21 May 2021

Cited by 52 | Viewed by 8601

Abstract

Electronic marketing (eM) is a flourishing phenomenon that is gaining intense concern because of a significant impact on organizational performance. Over the past few decades, the relevance of eM has been observed in numerous fields (e.g., consumers, organizational strategy, advertisement, and overall philosophy [...] Read more.

Electronic marketing (eM) is a flourishing phenomenon that is gaining intense concern because of a significant impact on organizational performance. Over the past few decades, the relevance of eM has been observed in numerous fields (e.g., consumers, organizational strategy, advertisement, and overall philosophy of management to understand the insights globally). To effectively maneuver the field, all stakeholders, particularly academicians and practitioners, must comprehend the current position of the eM theory and practices for dynamic utilization. A systematic bibliometric analysis can serve this issue by providing a holistic view of the publication trend and its trajectory in terms of various themes, including citations and publication metrics. This study analyzes the bibliometric data from 2000 to 2019 to reveal the most productive countries, universities, authors, journals, and prolific publications in electronic marketing. To this end, VOS viewer software was used to visualize the mapping based on co-citation, bibliographic coupling (BC), and co-occurrence (CC). The primary addition of this research is to provide an overview of eM tendencies and paths that may help researchers know the tendencies and future research directions worldwide. Full article

(This article belongs to the Collection The New Era of Digital Marketing)

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19 pages, 4884 KiB

Open AccessArticle

Do You See It Clearly? The Effect of Packaging and Label Format on Google Ads

by Diego Gómez-Carmona, Serafín Cruces-Montes, Pedro Pablo Marín-Dueñas, César Serrano-Domínguez, Alberto Paramio and Antonio Zayas García

J. Theor. Appl. Electron. Commer. Res. 2021, 16(5), 1648-1666; https://doi.org/10.3390/jtaer16050093 - 20 May 2021

Cited by 12 | Viewed by 5274

Abstract

The nature of e-commerce prevents the perception of the intrinsic and sensory attributes of wine. In the virtual environment, visual cues allow consumers to perceive the product, determine their attitude and form a preference. Users will choose one product or another based on [...] Read more.

The nature of e-commerce prevents the perception of the intrinsic and sensory attributes of wine. In the virtual environment, visual cues allow consumers to perceive the product, determine their attitude and form a preference. Users will choose one product or another based on the visual appeal of the advertisements they have seen. Wine marketers must consider the importance of the advertisement elements and attract the consumer’s attention. Optimizing the elements included in these messages can help capture consumers’ attention and achieve a higher click-through rate on the ads. The main objective of this work is to analyse the awareness that different advertisements achieve. Specifically, we use a 2 × 2 × 2 experimental design where we manipulate the packaging format (single bottle vs. pack), labelling (bottle without label vs. labelled bottle) for wine ads (white and red). To analyse attention, we used an eye-tracking methodology. The main results suggest that attention is captured more quickly with an individual bottle without a label than with a particular bottle with a label in Google ads. However, ads showing packs of bottles with labels get more attention than ads using packs of bottles without labels. Full article

(This article belongs to the Section Digital Marketing and the Connected Consumer)

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17 pages, 2165 KiB

Open AccessArticle

Rethinking a Designers’ Rule of Thumb: Influence of Information Seeking and Consumption Goals on Mobile Commerce Interface Design

by Sooa Hwang, Hyunah Park, Kyunghui Oh, Sangwoong Hwang and Jaewoo Joo

J. Theor. Appl. Electron. Commer. Res. 2021, 16(5), 1631-1647; https://doi.org/10.3390/jtaer16050092 - 19 May 2021

Cited by 5 | Viewed by 4192

Abstract

We investigated whether adding product information in mobile commerce improved consumers’ attitudes toward a product and whether this relationship was moderated by consumption goals. We conducted two field experiments in which we recruited parents in Korea and the USA and asked them how [...] Read more.

We investigated whether adding product information in mobile commerce improved consumers’ attitudes toward a product and whether this relationship was moderated by consumption goals. We conducted two field experiments in which we recruited parents in Korea and the USA and asked them how they evaluated two childcare hybrid products (HPs) newly developed by Samsung Electronics designers. The results revealed that participants exposed to additional information about the HPs evaluated them more favorably than those who were not exposed. However, this relationship disappeared when a consumption goal was activated. Our findings establish a dynamic relationship between information seeking and consumption goals, asking designers to rethink their rule of thumb in the mobile commerce context. Full article

(This article belongs to the Collection Enhancing Consumer Experience through Mobile Commerce: Challenges and Opportunities)

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19 pages, 4968 KiB

Open AccessArticle

eWOM in C2C Platforms: Combining IAM and Customer Satisfaction to Examine the Impact on Purchase Intention

by Salvador Bueno and M. Dolores Gallego

J. Theor. Appl. Electron. Commer. Res. 2021, 16(5), 1612-1630; https://doi.org/10.3390/jtaer16050091 - 17 May 2021

Cited by 27 | Viewed by 8788

Abstract

This study is focused on communications that come from consumer-to-consumer (C2C) ecommerce relationships. This topic is directly associated with the electronic word-of-mouth (eWOM) phenomenon. eWOM is related to the set of positive or negative opinions made by potential, actual, or former customers about [...] Read more.

This study is focused on communications that come from consumer-to-consumer (C2C) ecommerce relationships. This topic is directly associated with the electronic word-of-mouth (eWOM) phenomenon. eWOM is related to the set of positive or negative opinions made by potential, actual, or former customers about a seller. The present study proposes a structural equation modeling with partial least squares (PLS-SEM) research model to analyze consumers’ opinions impact on attitude toward purchasing. This model is based on the Information Adoption Model (IAM) in combination with an ecommerce satisfaction perspective, comprising five constructs: (1) service quality, (2) ecommerce satisfaction, (3) argument quality, (4) source credibility and (5) purchase intention. The model was tested by applying the Smart Partial Least Squares (SmartPLS) software for which 116 effective data from customers of the Taobao C2C platform were used. The findings reveal that all of the defined relationships were supported, confirming the positive impact of all the proposed constructs on the purchase intention. In this respect, the findings suggest that C2C platforms should strengthen the analyzed connections to grow the business and to promote transactions. Finally, implications and limitations related to the explanatory capacity and the sample are identified. Full article

(This article belongs to the Collection The New Era of Digital Marketing)

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14 pages, 283 KiB

Open AccessArticle

Online User Review Analysis for Product Evaluation and Improvement

by Cheng Yang, Lingang Wu, Kun Tan, Chunyang Yu, Yuliang Zhou, Ye Tao and Yu Song

J. Theor. Appl. Electron. Commer. Res. 2021, 16(5), 1598-1611; https://doi.org/10.3390/jtaer16050090 - 13 May 2021

Cited by 20 | Viewed by 5999

Abstract

Traditional user research methods are challenged for the decision-making in product design and improvement with the updating speed becoming faster, considering limited survey scopes, insufficient samples, and time-consuming processes. This paper proposes a novel approach to acquire useful online reviews from E-commerce platforms, [...] Read more.

Traditional user research methods are challenged for the decision-making in product design and improvement with the updating speed becoming faster, considering limited survey scopes, insufficient samples, and time-consuming processes. This paper proposes a novel approach to acquire useful online reviews from E-commerce platforms, build a product evaluation indicator system, and put forward improvement strategies for the product with opinion mining and sentiment analysis with online reviews. The effectiveness of the method is validated by a large number of user reviews for smartphones wherein, with the evaluation indicator system, we can accurately predict the bad review rate for the product with only 9.9% error. And improvement strategies are proposed after processing the whole approach in the case study. The approach can be applied for product evaluation and improvement, especially for the products with needs for iterative design and sailed online with plenty of user reviews. Full article

(This article belongs to the Section e-Commerce Analytics)

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14 pages, 1160 KiB

Open AccessArticle

The Impacts of Self-Construal and Perceived Risk on Technology Readiness

by Jaeun Choi and Dongho Yoo

J. Theor. Appl. Electron. Commer. Res. 2021, 16(5), 1584-1597; https://doi.org/10.3390/jtaer16050089 - 13 May 2021

Cited by 8 | Viewed by 3563

Abstract

This paper explores how different self-construals interact with perceived risk and influence tourism consumers’ technology readiness toward tourism mobile apps. The study used 284 tourist participants to show that tourism consumers, regardless of self-construal type, have a negative perception of technology readiness when [...] Read more.

This paper explores how different self-construals interact with perceived risk and influence tourism consumers’ technology readiness toward tourism mobile apps. The study used 284 tourist participants to show that tourism consumers, regardless of self-construal type, have a negative perception of technology readiness when they perceive a high level of risk. Furthermore, those with independent self-construal have a more positive perception of technology readiness than those with an interdependent self-construal when they perceive a low level of risk. The results also show that technology readiness mediates the relationship between self-construal and use intention toward mobile apps. Based on these results, we proposed the following practical implications. First, companies need to find and lower potential risks that can be perceived in tourism mobile apps. They must also deliver different messages according to consumers’ self-construal. Companies should provide independents with information related to the positive benefits obtained through the mobile app, and interdependents should be provided with information that reduces perceived losses. Full article

(This article belongs to the Section Digital Marketing and the Connected Consumer)

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13 pages, 1304 KiB

Open AccessArticle

An Intelligent Method for Lead User Identification in Customer Collaborative Product Innovation

by Jiafu Su, Xu Chen, Fengting Zhang, Na Zhang and Fei Li

J. Theor. Appl. Electron. Commer. Res. 2021, 16(5), 1571-1583; https://doi.org/10.3390/jtaer16050088 - 12 May 2021

Cited by 12 | Viewed by 3639

Abstract

For customer collaborative product innovation (CCPI), lead users are powerful enablers of product innovation. Identifying lead users is vital to successfully carrying out CCPI. In this paper, in order to overcome the shortcomings of traditional evaluation methods, a novel intelligent method is proposed [...] Read more.

For customer collaborative product innovation (CCPI), lead users are powerful enablers of product innovation. Identifying lead users is vital to successfully carrying out CCPI. In this paper, in order to overcome the shortcomings of traditional evaluation methods, a novel intelligent method is proposed to identify lead users efficiently based on the cost-sensitive learning and support vector machine theory. To this end, the characteristics of lead users in CCPI are first analyzed and concluded in-depth. On its basis, considering the sample misidentification cost and identification accuracy rate, an improved cost-sensitive learning support vector machine (ICS-SVM) method for lead user identification in CCPI is further proposed. A real case is provided to illustrate the effectiveness and advantages of the ICS-SVM method on lead user identification in CCPI. The case results show that the ICS-SVM method can effectively identify lead users in CCPI. This work contributes to user innovation literature by proposing a new way of identifying highly valuable lead users and offers a decision support for the efficient user management in CCPI. Full article

(This article belongs to the Collection Customer Relationships in Electronic Commerce)

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14 pages, 636 KiB

Open AccessArticle

Understanding Consumers’ Purchase Intentions in Social Commerce through Social Capital: Evidence from SEM and fsQCA

by Xue Yang

J. Theor. Appl. Electron. Commer. Res. 2021, 16(5), 1557-1570; https://doi.org/10.3390/jtaer16050087 - 12 May 2021

Cited by 30 | Viewed by 6789

Abstract

Social commerce has become a fiercely competitive environment. Understanding consumers’ purchase intentions can help social commerce platforms retain and attract more consumers. Social capital is one of the primary resources that plays a critical role in facilitating consumers’ purchase intentions in social commerce. [...] Read more.

Social commerce has become a fiercely competitive environment. Understanding consumers’ purchase intentions can help social commerce platforms retain and attract more consumers. Social capital is one of the primary resources that plays a critical role in facilitating consumers’ purchase intentions in social commerce. Here, complex relationships between different dimensions of social capital are further clarified and its impact on consumers’ purchase intentions are discussed. Based on a survey of 302 social commerce users, this study utilizes an SEM and fsQCA approach to validate the effect of social capital on consumers’ purchase intentions. The SEM results reveal that the effect of structural social capital on consumers’ purchase intentions is fully mediated by relational and cognitive social capital. The fsQCA results confirm the significance of consumers’ social capital as determinants and provide the configurations that can lead to high purchase intentions. Though previous studies have discussed the factors influencing consumers’ purchase intentions, this study takes the first step toward enhancing the understanding of the configurations that link dimensions of social capital to consumers’ purchase intentions in s-commerce using fsQCA approach. Full article

(This article belongs to the Section e-Commerce Analytics)

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20 pages, 3288 KiB

Open AccessArticle

Determinants of the Intention to Use Cross-Border Mobile Payments in Korea among Chinese Tourists: An Integrated Perspective of UTAUT2 with TTF and ITM

by Run-Ze Wu, Jong-Ho Lee and Xiu-Fu Tian

J. Theor. Appl. Electron. Commer. Res. 2021, 16(5), 1537-1556; https://doi.org/10.3390/jtaer16050086 - 12 May 2021

Cited by 46 | Viewed by 6516

Abstract

With the acceleration of global economic integration and digital economy, cross-border mobile payment has gained growing attention. On the other hand, as COVID-19 keeps on spreading, the popularization of cross-border mobile payment can lower the risk of infection caused by cash payment of [...] Read more.

With the acceleration of global economic integration and digital economy, cross-border mobile payment has gained growing attention. On the other hand, as COVID-19 keeps on spreading, the popularization of cross-border mobile payment can lower the risk of infection caused by cash payment of tourists. However, though previous researchers already examined mobile payment users’ behavioral intention from different perspectives, these research findings tend to concentrate on the non-cross-border section of mobile payment. Therefore, the purpose of this research is to examine factors influencing cross-border mobile payment use intention from the user perspective, and combining three theoretical models, chiefly UTAUT2 (extended unified theory of acceptance and use of technology), ITM (initial trust model), and TTF (task technology fit). In this research, 786 Chinese with the experience of using cross-border mobile payment while traveling to South Korea are adopted as respondents, and the structural equation model is used to empirically analyze the data of these research samples. The study found that initial trust, performance expectancy, effort expectancy, facilitating conditions, price value, task technology fit, and initial trust have significant effects on use intention. Research findings of this paper can deepen people’s understanding of users’ intention to use cross-border mobile payment, and provide theoretical support for the development of cross-border mobile payment. Full article

(This article belongs to the Special Issue Technological Entrepreneurship, Internationalization of High-Tech Companies, and International e-Business)

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20 pages, 892 KiB

Open AccessArticle

The Influence of Situational Constraints on Consumers’ Evaluation and Use of Online Reviews: A Heuristic-Systematic Model Perspective

by Jieun Lee and Ilyoo Barry Hong

J. Theor. Appl. Electron. Commer. Res. 2021, 16(5), 1517-1536; https://doi.org/10.3390/jtaer16050085 - 8 May 2021

Cited by 15 | Viewed by 6399

Abstract

Online reviews help consumers make informed product choices by serving as a valuable source of information for a buying decision. However, consumer’s situational constraints such as time pressure or purchase uncertainty negatively impact the way in which buyers evaluate and use online reviews, [...] Read more.

Online reviews help consumers make informed product choices by serving as a valuable source of information for a buying decision. However, consumer’s situational constraints such as time pressure or purchase uncertainty negatively impact the way in which buyers evaluate and use online reviews, reducing their effectiveness. This study examines the influence of situational constraints, namely perceived time pressure and purchase uncertainty, on consumers’ evaluation and use of online reviews for information search. This empirical study used an online survey to collect data from 560 Amazon Mechanical Turk users. Findings indicate that both perceived time pressure and perceived purchase uncertainty are positively associated with heuristic processing of online reviews but negatively associated with systematic processing of online reviews. Moreover, while both heuristic and systematic information processing increased buyers’ self-confidence in their purchase decisions, systematic processing led to greater buyer self-confidence than did heuristic processing. This study concludes with a discussion of practical and academic implications, as well as future research directions. Full article

(This article belongs to the Collection The New Era of Digital Marketing)

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25 pages, 1656 KiB

Open AccessArticle

Strategic Analysis of the Pricing Mechanisms in an Online Book Supply Chain in the Presence of Reference Price Effects

by Wenhua Hou and Yuwen Zeng

J. Theor. Appl. Electron. Commer. Res. 2021, 16(5), 1492-1516; https://doi.org/10.3390/jtaer16050084 - 8 May 2021

Cited by 3 | Viewed by 2682

Abstract

(1) Background: A binding recommended retail price has been used in several markets in a variety of forms, and the book market is a typical example. Publishers sell books to online retailers at a unit wholesale discount computed on the cover price. Retailers [...] Read more.

(1) Background: A binding recommended retail price has been used in several markets in a variety of forms, and the book market is a typical example. Publishers sell books to online retailers at a unit wholesale discount computed on the cover price. Retailers are then allowed to set the retail price. Therefore, if consumers regard the cover prices as reference points, then they may be more likely to purchase books if retail prices are lower than the cover prices. (2) Methods: We develop a Stackelberg game model for a book supply chain to investigates how reference price effects affect retailers and publisher’s pricing strategies. (3) Results: The results show that retailers will sell printed books at a discount only when the publisher’s wholesale discount rate is not high. Further, as the intensity of the reference price effects increases, (a) the lower boundary of the wholesale discount rate rises, (b) publishers’ profits increase and (c) retailers’ profits increase relative to the level of consumers’ e-books acceptance. (4) Conclusions: This result is related to the fact that the online retailer, such as Amazon and JD.com, like to invoke reference price effects in consumers’ minds by highlighting the printed book’s discount rate. Full article

(This article belongs to the Section e-Commerce Analytics)

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20 pages, 2607 KiB

Open AccessArticle

A Comparison and Interpretation of Machine Learning Algorithm for the Prediction of Online Purchase Conversion

by Jungwon Lee, Okkyung Jung, Yunhye Lee, Ohsung Kim and Cheol Park

J. Theor. Appl. Electron. Commer. Res. 2021, 16(5), 1472-1491; https://doi.org/10.3390/jtaer16050083 - 5 May 2021

Cited by 33 | Viewed by 8087

Abstract

Machine learning technology is recently being applied to various fields. However, in the field of online consumer conversion, research is limited despite the high possibility of machine learning application due to the availability of big data. In this context, we investigate the following [...] Read more.

Machine learning technology is recently being applied to various fields. However, in the field of online consumer conversion, research is limited despite the high possibility of machine learning application due to the availability of big data. In this context, we investigate the following three research questions. First, what is the suitable machine learning model for predicting online consumer behavior? Second, what is the good data sampling method for predicting online con-sumer behavior? Third, can we interpret machine learning’s online consumer behavior prediction results? We analyze 374,749 online consumer behavior data from Google Merchandise Store, an online shopping mall, and explore research questions. As a result of the empirical analysis, the performance of the ensemble model eXtreme Gradient Boosting model is most suitable for pre-dicting purchase conversion of online consumers, and oversampling is the best method to mitigate data imbalance bias. In addition, by applying explainable artificial intelligence methods to the context of retargeting advertisements, we investigate which consumers are effective in retargeting advertisements. This study theoretically contributes to the marketing and machine learning lit-erature by exploring and answering the problems that arise when applying machine learning models to predicting online consumer conversion. It also contributes to the online advertising literature by exploring consumer characteristics that are effective for retargeting advertisements. Full article

(This article belongs to the Special Issue Big Data and Machine Learning in Electronic Commerce)

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14 pages, 11202 KiB

Open AccessArticle

Generation Z’ Young Adults and M-Commerce Use in Romania

by Georgeta-Madalina Meghisan-Toma, Silvia Puiu, Nicoleta Mihaela Florea, Flaviu Meghisan and Dalian Doran

J. Theor. Appl. Electron. Commer. Res. 2021, 16(5), 1458-1471; https://doi.org/10.3390/jtaer16050082 - 5 May 2021

Cited by 21 | Viewed by 6384

Abstract

Generation Z spends much time on mobile Internet and less time accessing Internet services using desktop computers. These traits make them an important niche that can be targeted by retailers. The objective of the present study is to analyze the impact of online [...] Read more.

Generation Z spends much time on mobile Internet and less time accessing Internet services using desktop computers. These traits make them an important niche that can be targeted by retailers. The objective of the present study is to analyze the impact of online advertising, social influence, and usage motivation on the behavioral intention related to m-commerce use among Romanian young adults. The research methodology is based on applying partial least square equation modelling (PLS-SEM), using data collected through a questionnaire. The proposed structural model includes four constructs that are first order reflective. The results reveal that among the influencing factors that determine Generation Z to use m-commerce, the usage motivation factor is the most important one, followed by social influence and online advertising. The research is useful for marketing professionals and retailers in establishing marketing strategies in accordance with the factors that influence the buying decision of young adults, representing Generation Z. Full article

(This article belongs to the Collection Enhancing Consumer Experience through Mobile Commerce: Challenges and Opportunities)

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24 pages, 749 KiB

Open AccessArticle

Impact of E-Commerce Adoption on Farmers’ Participation in the Digital Financial Market: Evidence from Rural China

by Lanlan Su, Yanling Peng, Rong Kong and Qiu Chen

J. Theor. Appl. Electron. Commer. Res. 2021, 16(5), 1434-1457; https://doi.org/10.3390/jtaer16050081 - 30 Apr 2021

Cited by 59 | Viewed by 9833

Abstract

Although the increasing adoption of digital finance in recent years has exerted a wide-ranging influence on farmers’ consumption and production activities, many farmers in China still seriously suffer from digital financial exclusion. Few studies have documented the different impacts of e-commerce adoption characterized [...] Read more.

Although the increasing adoption of digital finance in recent years has exerted a wide-ranging influence on farmers’ consumption and production activities, many farmers in China still seriously suffer from digital financial exclusion. Few studies have documented the different impacts of e-commerce adoption characterized by online purchases and sales on farmers’ participation in the digital financial market measured by their engagement in digital payments, digital wealth management, and digital credit in rural China. Using survey data from 832 entrepreneurial households in rural China, we contribute to the literature by confirming that both online purchases and sales have a robust significant and positive impact on farmers’ participation in the digital financial market and that this impact on digital wealth management is successively larger than that on digital payments and digital credit, with the propensity score matching (PSM) method and instrument variable (IV) approach employed. We further discover that the impact of online purchases and sales on farmers’ participation in the digital financial market is significantly mediated by digital financial literacy. Moreover, the impact of online purchases and sales on farmers’ participation in the digital financial market is larger for those with high education levels, pursuing skills training, running new agricultural operation entities (i.e., family farms, professional cooperatives), and engaging in agricultural entrepreneurship. Our findings suggest that more effective measures to enhance adoption rates of online purchases and sales, innovation in rural market-oriented digital financial products and services, systematic training for farmers in e-commerce skills as well as digital financial literacy, and differentiated support measures for different groups of farmers to reduce the gap are urgently needed in China. Full article

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19 pages, 683 KiB

Open AccessArticle

Customer Experience in Fintech

by Cătălin Mihail Barbu, Dorian Laurenţiu Florea, Dan-Cristian Dabija and Mihai Constantin Răzvan Barbu

J. Theor. Appl. Electron. Commer. Res. 2021, 16(5), 1415-1433; https://doi.org/10.3390/jtaer16050080 - 30 Apr 2021

Cited by 171 | Viewed by 27119

Abstract

The purpose of this paper is to analyse customer experience (CX) in the fintech sector. Fintech is a dynamic and innovative field that fully benefits from advances in information and communication technology. The concept of customer experience is multidimensional, analysed from various perspectives, [...] Read more.

The purpose of this paper is to analyse customer experience (CX) in the fintech sector. Fintech is a dynamic and innovative field that fully benefits from advances in information and communication technology. The concept of customer experience is multidimensional, analysed from various perspectives, and with distinct valences in different industries. Based on the stimulus-organism-response (S-O-R) approach, we proposed a model in which customer experience in fintech is the result of customer’s evaluation of the stimuli proposed by fintech companies. Using partial least squares equation modelling (PLS-SEM), we tested a series of hypotheses and validated the proposed model. The results showed that perceived value, customer support, assurance, speed and perceived firm innovativeness are positively related to customer experience in fintech. In turn, customer experience is positively associated with loyalty intentions of the customer. Our paper contributes in identifying the dimensions, the determinants and the outcomes of customer experience in fintech, while from a managerial perspective, we demonstrate how fintech companies must integrate customer experience in their business models. Full article

(This article belongs to the Collection Enhancing Consumer Experience through Mobile Commerce: Challenges and Opportunities)

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11 pages, 256 KiB

Open AccessArticle

The Impact of COVID-19 Pandemic on Student’s E-Learning Experience in Jordan

by Anas Ratib Alsoud and Ahmad Ali Harasis

J. Theor. Appl. Electron. Commer. Res. 2021, 16(5), 1404-1414; https://doi.org/10.3390/jtaer16050079 - 28 Apr 2021

Cited by 100 | Viewed by 17576

Abstract

Since the beginning of the COVID-19 pandemic Universities around the world are taking rapid actions to ensure students learning continuity and secure the well-being of their students. This study aims at exploring the student’s e-learning experience in Jordanian Universities as well as e-learning [...] Read more.

Since the beginning of the COVID-19 pandemic Universities around the world are taking rapid actions to ensure students learning continuity and secure the well-being of their students. This study aims at exploring the student’s e-learning experience in Jordanian Universities as well as e-learning readiness during the pandemic. While each university is unique, we hope our assessment can provide some insights into how well the student’s e-learning experience was during the pandemic. A structural online questionnaire was distributed, followed by descriptive analysis. Students from remote and disadvantaged areas primarily faced enormous challenges such as technological accessibility, poor internet connectivity, and harsh study environments. This study also highlights the role of electronic commerce in transforming distance learning. Further investments and contingency plans are needed to develop a resilient education system that supports electronic and distance learning throughout Jordan. Full article

(This article belongs to the Section Digital Business Organization)

14 pages, 2744 KiB

Open AccessArticle

The Influence of Information Sharing through Social Network Sites on Customers’ Attitudes during the Epidemic Crisis of COVID-19

by Abdulaziz Alhubaishy and Abdulmajeed Aljuhani

J. Theor. Appl. Electron. Commer. Res. 2021, 16(5), 1390-1403; https://doi.org/10.3390/jtaer16050078 - 26 Apr 2021

Cited by 5 | Viewed by 3491

Abstract

This paper explores the influence of crisis-related information on customers’ recommendations and purchase intentions. Various studies have investigated the role of risk-related information in terms of its certainty and immediacy. This research introduces a model that differentiates and investigates different types of information [...] Read more.

This paper explores the influence of crisis-related information on customers’ recommendations and purchase intentions. Various studies have investigated the role of risk-related information in terms of its certainty and immediacy. This research introduces a model that differentiates and investigates different types of information provided by organizations through social network sites (SNSs) that are related to the coronavirus (COVID-19) crisis, including situational information and precautionary measures information specifically. The proposed model targeted users of SNSs in Saudi Arabia, where around 72.38% of its population is considered active SNSs users with 3 h of average daily time spent on SNSs. Based on the survey data collected from 356 online shoppers in Saudi Arabia, structural equation modeling (SEM) was applied to test the proposed model. The reliability of instrument was tested using Confirmatory Factor Analysis (CFA), where the results showed acceptable model fit indices (

X^{2} / d f

= 2.6, GFI = 0.93, CFI = 0.94, TLI = 0.93, and RMSEA = 0.067). Based on that, the structural model was built and tested, which also showed acceptable fit indices (

X^{2} / d f

= 2.9, GFI = 0.92, CFI = 0.93, TLI = 0.91, and RMSEA = 0.073). The findings highlight that situational and adopted precautionary measures information had a significant impact on recommendations (

γ = 0.73

) and purchase intentions (

γ = 0.39

). Further, organizations that hold themselves accountable for broadcasting updated information related to the crisis and disseminating the necessary preventive measures develop a high level of recommendations and purchase intentions among customers. A personal recommendation construct was confirmed as a partial mediator, where an indirect significant influence was found of broadcasting information on purchase intention through personal recommendation (

γ = 0.309

). Therefore, this paper suggests that organizations should consider offering customers all the necessary types of information related to the COVID-19 crisis. Full article

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