Pub Date : 2023-11-04DOI: 10.1007/s12525-023-00673-0
Martin Haupt, Anna Rozumowski, Jan Freidank, Alexander Haas
Abstract Chatbots as prominent form of conversational agents are increasingly implemented as a user interface for digital customer-firm interactions on digital platforms and electronic markets, but they often fail to deliver suitable responses to user requests. In turn, individuals are left dissatisfied and turn away from chatbots, which harms successful chatbot implementation and ultimately firm’s service performance. Based on the stereotype content model, this paper explores the impact of two universally usable failure recovery messages as a strategy to preserve users’ post-recovery satisfaction and chatbot re-use intentions. Results of three experiments show that chatbot recovery messages have a positive effect on recovery responses, mediated by different elicited social cognitions. In particular, a solution-oriented message elicits stronger competence evaluations, whereas an empathy-seeking message leads to stronger warmth evaluations. The preference for one of these message types over the other depends on failure attribution and failure frequency. This study provides meaningful insights for chatbot technology developers and marketers seeking to understand and improve customer experience with digital conversational agents in a cost-effective way.
{"title":"Seeking empathy or suggesting a solution? Effects of chatbot messages on service failure recovery","authors":"Martin Haupt, Anna Rozumowski, Jan Freidank, Alexander Haas","doi":"10.1007/s12525-023-00673-0","DOIUrl":"https://doi.org/10.1007/s12525-023-00673-0","url":null,"abstract":"Abstract Chatbots as prominent form of conversational agents are increasingly implemented as a user interface for digital customer-firm interactions on digital platforms and electronic markets, but they often fail to deliver suitable responses to user requests. In turn, individuals are left dissatisfied and turn away from chatbots, which harms successful chatbot implementation and ultimately firm’s service performance. Based on the stereotype content model, this paper explores the impact of two universally usable failure recovery messages as a strategy to preserve users’ post-recovery satisfaction and chatbot re-use intentions. Results of three experiments show that chatbot recovery messages have a positive effect on recovery responses, mediated by different elicited social cognitions. In particular, a solution-oriented message elicits stronger competence evaluations, whereas an empathy-seeking message leads to stronger warmth evaluations. The preference for one of these message types over the other depends on failure attribution and failure frequency. This study provides meaningful insights for chatbot technology developers and marketers seeking to understand and improve customer experience with digital conversational agents in a cost-effective way.","PeriodicalId":47719,"journal":{"name":"Electronic Markets","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2023-11-04","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135773619","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-10-23DOI: 10.1007/s12525-023-00675-y
Lisa Gussek, Alex Grabbe, Manuel Wiesche
Abstract Freelancers working on digital labor platforms have to deal with many challenges. IT freelancers should be considered separately due to special characteristics such as high skill level or collaborative nature of IT work. Through a Latent Dirichlet Allocation analysis of 2804 forum posts with over 20,000 comments from IT freelancers and additional qualitative analysis, we assign themes to each identified topic, cluster them into aggregated dimensions, and illustrate the interrelationships in a model of IT freelancing. Thus, we examine the challenges of IT freelancers and synthesize them. We extend the challenges of online freelancing already outlined in the literature and identify four IT-specific challenges for IT freelancers. Therefore, we improve our understanding of how IT work is performed on digital labor platforms and which particular aspects should be considered in future research. Furthermore, we highlight implications for practitioners, i.e., IT freelancers on the one hand and platform owners on the other hand.
{"title":"Challenges of IT freelancers on digital labor platforms: A topic model approach","authors":"Lisa Gussek, Alex Grabbe, Manuel Wiesche","doi":"10.1007/s12525-023-00675-y","DOIUrl":"https://doi.org/10.1007/s12525-023-00675-y","url":null,"abstract":"Abstract Freelancers working on digital labor platforms have to deal with many challenges. IT freelancers should be considered separately due to special characteristics such as high skill level or collaborative nature of IT work. Through a Latent Dirichlet Allocation analysis of 2804 forum posts with over 20,000 comments from IT freelancers and additional qualitative analysis, we assign themes to each identified topic, cluster them into aggregated dimensions, and illustrate the interrelationships in a model of IT freelancing. Thus, we examine the challenges of IT freelancers and synthesize them. We extend the challenges of online freelancing already outlined in the literature and identify four IT-specific challenges for IT freelancers. Therefore, we improve our understanding of how IT work is performed on digital labor platforms and which particular aspects should be considered in future research. Furthermore, we highlight implications for practitioners, i.e., IT freelancers on the one hand and platform owners on the other hand.","PeriodicalId":47719,"journal":{"name":"Electronic Markets","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2023-10-23","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135411503","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-10-23DOI: 10.1007/s12525-023-00678-9
Zulal Isler, Meltem Kiygi-Calli, Maryam El Oraiby
{"title":"Babbling through social media: A cross-country study mapping out social networks using eWOM intentions","authors":"Zulal Isler, Meltem Kiygi-Calli, Maryam El Oraiby","doi":"10.1007/s12525-023-00678-9","DOIUrl":"https://doi.org/10.1007/s12525-023-00678-9","url":null,"abstract":"","PeriodicalId":47719,"journal":{"name":"Electronic Markets","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2023-10-23","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135367971","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-10-13DOI: 10.1007/s12525-023-00676-x
Xiaorong He, Tong Ye, Dejian Yu
{"title":"Exploring the academic development trace and theme evolution in Cross-Border Electronic Commerce","authors":"Xiaorong He, Tong Ye, Dejian Yu","doi":"10.1007/s12525-023-00676-x","DOIUrl":"https://doi.org/10.1007/s12525-023-00676-x","url":null,"abstract":"","PeriodicalId":47719,"journal":{"name":"Electronic Markets","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2023-10-13","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135854937","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-10-09DOI: 10.1007/s12525-023-00677-w
Joshua Holstein, Max Schemmer, Johannes Jakubik, Michael Vössing, Gerhard Satzger
Abstract As organizations accumulate vast amounts of data for analysis, a significant challenge remains in fully understanding these datasets to extract accurate information and generate real-world impact. Particularly, the high dimensionality of datasets and the lack of sufficient documentation, specifically the provision of metadata, often limit the potential to exploit the full value of data via analytical methods. To address these issues, this study proposes a hybrid approach to metadata generation, that leverages both the in-depth knowledge of domain experts and the scalability of automated processes. The approach centers on two key design principles—semanticization and contextualization—to facilitate the understanding of high-dimensional datasets. A real-world case study conducted at a leading pharmaceutical company validates the effectiveness of this approach, demonstrating improved collaboration and knowledge sharing among users. By addressing the challenges in metadata generation, this research contributes significantly toward empowering organizations to make more effective, data-driven decisions.
{"title":"Sanitizing data for analysis: Designing systems for data understanding","authors":"Joshua Holstein, Max Schemmer, Johannes Jakubik, Michael Vössing, Gerhard Satzger","doi":"10.1007/s12525-023-00677-w","DOIUrl":"https://doi.org/10.1007/s12525-023-00677-w","url":null,"abstract":"Abstract As organizations accumulate vast amounts of data for analysis, a significant challenge remains in fully understanding these datasets to extract accurate information and generate real-world impact. Particularly, the high dimensionality of datasets and the lack of sufficient documentation, specifically the provision of metadata, often limit the potential to exploit the full value of data via analytical methods. To address these issues, this study proposes a hybrid approach to metadata generation, that leverages both the in-depth knowledge of domain experts and the scalability of automated processes. The approach centers on two key design principles—semanticization and contextualization—to facilitate the understanding of high-dimensional datasets. A real-world case study conducted at a leading pharmaceutical company validates the effectiveness of this approach, demonstrating improved collaboration and knowledge sharing among users. By addressing the challenges in metadata generation, this research contributes significantly toward empowering organizations to make more effective, data-driven decisions.","PeriodicalId":47719,"journal":{"name":"Electronic Markets","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2023-10-09","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135095295","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-10-03DOI: 10.1007/s12525-023-00666-z
Michel Muschkiet, Tobias Wulfert, Robert Woroch, Gero Strobel, Leonardo Banh
Abstract The increasing online competition, associated changes in customer behaviors, and effects of the pandemic in recent years have led to increasing retail store closures. This development has given rise to a downward spiral in terms of a decreasing attractiveness of local shopping places and a further reduction of stores. Research has recognized that smart services can unleash the potential to compensate for the competitive disadvantages of physical retailers by combining tailored physical and digital offerings to enhance customer-oriented value creation. However, most approaches are limited to in-store services without addressing the wider shopping experience in retail surroundings. Therefore, this paper provides a classification framework for smart services in retail evaluated against 163 use cases, as well as six service archetypes. This work contributes to understanding relevant service design elements and proposes applying the idea of a holistic customer experience to service design in physical retail environments.
{"title":"Unleashing the digital building bricks","authors":"Michel Muschkiet, Tobias Wulfert, Robert Woroch, Gero Strobel, Leonardo Banh","doi":"10.1007/s12525-023-00666-z","DOIUrl":"https://doi.org/10.1007/s12525-023-00666-z","url":null,"abstract":"Abstract The increasing online competition, associated changes in customer behaviors, and effects of the pandemic in recent years have led to increasing retail store closures. This development has given rise to a downward spiral in terms of a decreasing attractiveness of local shopping places and a further reduction of stores. Research has recognized that smart services can unleash the potential to compensate for the competitive disadvantages of physical retailers by combining tailored physical and digital offerings to enhance customer-oriented value creation. However, most approaches are limited to in-store services without addressing the wider shopping experience in retail surroundings. Therefore, this paper provides a classification framework for smart services in retail evaluated against 163 use cases, as well as six service archetypes. This work contributes to understanding relevant service design elements and proposes applying the idea of a holistic customer experience to service design in physical retail environments.","PeriodicalId":47719,"journal":{"name":"Electronic Markets","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2023-10-03","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135697809","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-09-23DOI: 10.1007/s12525-023-00670-3
Jianyue Liu, Zhiqiang Ma
{"title":"Optimal quality regulation on the online health platform","authors":"Jianyue Liu, Zhiqiang Ma","doi":"10.1007/s12525-023-00670-3","DOIUrl":"https://doi.org/10.1007/s12525-023-00670-3","url":null,"abstract":"","PeriodicalId":47719,"journal":{"name":"Electronic Markets","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2023-09-23","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135958400","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-09-22DOI: 10.1007/s12525-023-00667-y
Yucheng Zhang, Zhiling Wang, Lin Xiao, Lijun Wang, Pei Huang
{"title":"Discovering the evolution of online reviews: A bibliometric review","authors":"Yucheng Zhang, Zhiling Wang, Lin Xiao, Lijun Wang, Pei Huang","doi":"10.1007/s12525-023-00667-y","DOIUrl":"https://doi.org/10.1007/s12525-023-00667-y","url":null,"abstract":"","PeriodicalId":47719,"journal":{"name":"Electronic Markets","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2023-09-22","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"136060919","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-09-04DOI: 10.1007/s12525-023-00664-1
Janina Seutter, Kristin Kutzner, Maren Stadtländer, Dennis Kundisch, Ralf Knackstedt
{"title":"“Sorry, too much information”—Designing online review systems that support information search and processing","authors":"Janina Seutter, Kristin Kutzner, Maren Stadtländer, Dennis Kundisch, Ralf Knackstedt","doi":"10.1007/s12525-023-00664-1","DOIUrl":"https://doi.org/10.1007/s12525-023-00664-1","url":null,"abstract":"","PeriodicalId":47719,"journal":{"name":"Electronic Markets","volume":null,"pages":null},"PeriodicalIF":8.5,"publicationDate":"2023-09-04","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"49004016","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-09-01DOI: 10.1007/s12525-023-00656-1
Katharina Baum, O. Abramova, Stefan Meißner, Hanna Krasnova
{"title":"The effects of targeted political advertising on user privacy concerns and digital product acceptance: A preference-based approach","authors":"Katharina Baum, O. Abramova, Stefan Meißner, Hanna Krasnova","doi":"10.1007/s12525-023-00656-1","DOIUrl":"https://doi.org/10.1007/s12525-023-00656-1","url":null,"abstract":"","PeriodicalId":47719,"journal":{"name":"Electronic Markets","volume":null,"pages":null},"PeriodicalIF":8.5,"publicationDate":"2023-09-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"46540810","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
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