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《International Journal of Information Management》2017,37(6):673-683
With the rapid development of information technology, customers not only shop online—they also post reviews on social media. This user-generated content (UGC) can be useful to understand customers’ shopping experiences and influence future customers’ purchase intentions. Therefore, business intelligence and analytics are increasingly being advocated as a way to analyze customers’ UGC in social media and support firms’ marketing activities. However, because of its open structure, UGC such as customer reviews can be difficult to analyze, and firms find it challenging to harness UGC. To fill this gap, this study aims to examine customer satisfaction and dissatisfaction toward attributes of hotel products and services based on online customer textual reviews. Using a text mining approach, latent semantic analysis (LSA), we identify the key attributes driving customer satisfaction and dissatisfaction toward hotel products and service attributes. Additionally, using a regression approach, we examine the effects of travel purposes, hotel types, star level, and editor recommendations on customers’ perceptions of attributes of hotel products and services. This study bridges customer online textual reviews with customers’ perceptions to help business managers better understand customers’ needs through UGC. 相似文献
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This study examines the dimensions of web service quality based on e-customer's, expectations and perceptions. We develop operationalized web service quality constructs, and analyze, their relationships with customer satisfaction and behavioral intentions in an e-business environment. The three identified dimensions of web service quality are perceived risk, web content and service, convenience. One of the major findings of this study is that although less perceived risk may lead to a favorable perception of web service quality, it does not necessarily translate to customer satisfaction, or positive behavioral intentions. Individual PC skill sets may affect perception of service convenience, but seems to have no influence on how customers assess web service quality, customer satisfaction or, behavioral intentions to use the e-service. The indirect or mediating influence of satisfaction on web, service quality and behavioral intentions is indeed stronger than the direct influence of web service, quality on behavioral intentions. 相似文献
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Tayfun Kucukyilmaz B. Barla Cambazoglu Cevdet Aykanat Fazli Can 《Information processing & management》2008
The focus of this paper is to investigate the possibility of predicting several user and message attributes in text-based, real-time, online messaging services. For this purpose, a large collection of chat messages is examined. The applicability of various supervised classification techniques for extracting information from the chat messages is evaluated. Two competing models are used for defining the chat mining problem. A term-based approach is used to investigate the user and message attributes in the context of vocabulary use while a style-based approach is used to examine the chat messages according to the variations in the authors’ writing styles. Among 100 authors, the identity of an author is correctly predicted with 99.7% accuracy. Moreover, the reverse problem is exploited, and the effect of author attributes on computer-mediated communications is discussed. 相似文献
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With the presence of fake reviews on e-commerce platforms, the reliability of reviews becomes questionable. The extant literature demonstrates the impact of fake reviews on product sales and proposes several algorithms to prevent fake reviews from being displayed on the platform. However, what has largely remained uninvestigated is how customers perceive reviews present on the e-commerce platform. Based on the speech act theory, we develop a theoretical framework that explains how the linguistic style (both at the word and the structural level) acts as a cue for assessing a reviewer’s (in)sincere intentions. We evaluate the framework on a corpus of 120 online product reviews – each examined by at least 50 customers – using the fractional logit model. Results suggest that the communication style of a speaker reflects his/her intention. Reviews with less contextual embedding, argument structuring, and flattering through non-verbal cues trigger customers towards perceiving a review as deceptive. 相似文献
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Satisfaction and post-purchase intentions with service recovery of online shopping websites: Perspectives on perceived justice and emotions 总被引：1，自引：0，他引：1
This study explores post-recovery satisfaction and post-purchase intentions with service recovery of online shopping customers from the perspectives on perceived justice and emotions based on twenty scenarios that combine five service failures and four recoveries. Analytical results indicating that in addition to enhancing post-purchase intentions and post-recovery satisfaction among customers, distributive justice increases positive emotions and decreases negative ones. Additionally, procedural justice enhances post-recovery satisfaction as well as increases positive emotions and decreases negative ones, while interactional justice only increases post-recovery satisfaction of customers. Moreover, while positive emotions increase post-recovery satisfaction, and vice versa. Post-recovery satisfaction positively affects post-purchase intentions. Results of this study provide a valuable reference for operators and managers of online shopping websites. 相似文献
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面向用户的信息服务方式 总被引：2，自引：0，他引：2
本文概括介绍了面向信息用户的概念,着重论述了通过面向用户的信息服务的手段。包括面向信息用户、在线参考咨询服务、智能(代理)技术、导航库技术、提问转发与回复、网上定题信息服务、E—mail咨询和实时聊天等七种。 相似文献
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[目的/意义]用户的风险感知程度会直接影响用户采纳健康信息的行为和效率。因此,探究用户对网络健康信息的风险感知维度及其影响因素,有利于制定更具针对性的网络健康信息服务策略以及公共政策,促进互联网健康信息服务业的发展。[方法/过程]研究对网络健康信息用户进行半结构化访谈,基于扎根理论对资料进行开放性编码、主轴编码和选择性编码。[结果 /结论]通过分析共得到134个概念,40个范畴和12个主范畴,解析出六维度网络健康信息风险感知结构(包括信息质量风险、信息来源风险、隐私风险、心理风险、系统质量风险和财务风险),并构建网络健康信息风险感知理论模型,为解读网络健康信息风险感知与健康认知能力和风险后果之间的关系提供了理论依据。 相似文献
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In the era of the Internet of Things (IoT), emerging artificial intelligence (AI) technologies provide various artificial autonomy features that allow intelligent personal assistants (IPAs) to assist users in managing the dynamically expanding applications, devices, and services in their daily lives. However, limited academic research has been done to validate empirically artificial autonomy and its downstream consequences on human behavior. This study investigates the role of artificial autonomy by dividing it into three types of autonomy in terms of task primitives, namely, sensing, thought, and action autonomy. Drawing on mind perception theory, the authors hypothesize that the two fundamental dimensions of humanlike perceptions—competence and warmth—of non-human entities could explain the mechanism between artificial autonomy and IPA usage. Our results reveal that the comparative effects of competence and warmth perception exist when artificial autonomy contributes to users' continuance usage intention. Theoretically, this study increases our understanding of AI-enabled artificial autonomy in information systems research. These findings also provide insightful suggestions for practitioners regarding AI artifacts design. 相似文献
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《International Journal of Information Management》2017,37(3):214-228
Service failure apologies on social media are a new crisis communication outlet trend used by companies to apologise to affected customers quickly and offer solutions, ultimately to restore customers' trust and brand loyalty. This paper contributes to the nascent literature on companies' social media service failure apologies and fills a gap in the social commerce literature by recognising that due to the open and public nature of social media, these apologies may reach not just affected customers, but also unintended audiences such as potential customers among the general public, which could potentially damage a company's reputation and market share. An online survey administered to 241 customers and 271 non-customers of a famous mobile phone brand, which used YouTube to apologise to its customers for a service failure incident, is used to explore potential behavioural outcomes, after exposure to the apology. Findings confirm that both customers and non-customers of the service provider may become exposed to a social media service failure apology. The hypothesised model predicts behavioural intentions to remain a customer after exposure to the social media service apology better than behavioural intentions to become a customer, even though relationships hold for both groups. Theoretical and managerial implications are discussed. 相似文献
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顾客担心个人隐私信息得不到有效保护是其不愿意使用网络银行的主要原因之一。研究表明,在网站上张贴隐私协议和隐私印章,能提高顾客对网络商家的信任和使用意愿。为此,本文以网络银行为研究背景,以理性行为理论为基础,探究隐私协议、隐私印章对我国网络银行顾客信任及其使用意向的影响作用,并应用结构方程方法进行实证研究。通过对198个有效调查样本的研究结果表明:隐私协议、隐私印章两者既会直接正向影响顾客对网络银行的信任和使用意向,又会通过信任这一中介变量,对顾客的使用意向产生间接正向影响。 相似文献
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Social commerce refers to an extension of e-commerce sites, integrated with social media and Web 2.0 technology to encourage online purchases and interactions with customers before, during, and after the purchase. As the country with the largest e-commerce market in Southeast Asia and many active social media users, Indonesia has many opportunities to implement successful social commerce. Since customers are the primary focus in social commerce, repurchase and word-of-mouth (WOM) intentions have been considered as significant behavioural intentions after a customer completes a purchase. Thus, this study aims to identify factors that affect customers’ repurchase and WOM intentions. A total of 421 sets of survey data were gathered from social commerce customers in Indonesia and analysed using the partial least squares approach. The results indicate that repurchase and WOM intentions are positively affected by trust and satisfaction, where both trust and satisfaction are positively affected by reputation and information quality. The results provide theoretical and practical implications for future social commerce research and practical implications for social commerce firms. 相似文献
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《Information processing & management》2022,59(3):102940
Text-based chatbots are being touted as a disruptive innovation with unprecedented business potential. However, frequent failures in human–chatbot conversations have led to consumer pushback. This study investigates the response of consumers to chatbots in terms of their intention to switch to human agents. Drawing upon the stimulus–organism–response (SOR) framework, focus is placed on how the anthropomorphic attributes of chatbots influence consumers’ perceived trust in chatbots and its implications for switching intention. Further, the moderating role of relationship norms in the relationships between the anthropomorphic attributes and trust in chatbots is examined. A mixed-methods approach is used; the qualitative analysis reveals three main anthropomorphic attributes of chatbots, two types of relationship norms and the specific response to chatbots. The quantitative results suggest that the anthropomorphic attributes of perceived warmth and perceived competence positively affect consumers’ perceived trust in chatbots, whereas communication delay negatively affects it. Relationship norms are found to moderate some of these effects such that exchange relationships strengthen the importance of perceived competence on trust, although communal relationships do not moderate the effects of perceived warmth on trust. Trust in chatbots negatively affects consumers’ intention to switch to a human agent. Theoretical and managerial implications are also discussed for scholars and practitioners in ways to improve the design and maximize the utility of chatbots. 相似文献
14.
《Information processing & management》2022,59(2):102838
Although there is an increasingly number of research about the design and use of conversational agents, it is still difficult for conversational agents to completely replace human service. Therefore, more and more companies have adopted human-AI collaborative systems to deliver customer service. It is important to understand how people obtain information from human-AI collaborative conversations. While the existing work relies on self-reported methods to elicit qualitative feedback from users, we have concluded a categorization system for user messages in human-AI collaborative conversations after a thorough examination of a real-world customer service log, which could objectively reflect the user's information needs. We categorize user messages into five categories and 15 specific types related to three high-level intentions. Two annotators independently classified the same set of 1,478 user messages from 300 conversations and reached a moderate consistency. We summarize and report the characteristics of different message types and compare their usage in sessions with only human, AI, or both representatives. Our results show that different message types vary significantly in usage frequency, length, and text similarities with other messages in a session. Also, the frequency of using different message types in our dataset seems consistent over sessions with different types of representatives. But we also observed some significant differences in a few specific message types across the sessions with different representatives. Our results are used to suggest some areas for improvement and future work in human-AI collaborative conversational systems. 相似文献
15.
Requesting personal information in frontline service encounters raises privacy concerns among customers. The proximity contact tracing that occurred during the COVID-19 pandemic provides an intriguing context of information requests. Hospitality venues required contact tracing details from customers, and customer cooperation varied with concerns about privacy. Drawing on gossip theory, we investigate the roles of businesses’ data privacy practices and government support in driving customers’ responses to contact tracing. Our findings show that perceived transparency of a business’s privacy practices has a positive effect on customers’ commitment to the business, while perceived control exerts a negative effect on commitment. These effects are mediated by customers’ information falsification rather than disclosure, because the former is a sensitive behavioral indicator of privacy concerns. The results also reveal the moderating roles of government support. This research contributes to the customer data privacy literature by demonstrating the distinct effects of perceived transparency and control on commitment and revealing the underlying mechanism. Moreover, the research extends the conceptual understanding of privacy practices from online contexts to face-to-face contexts of frontline service. The findings offer implications for the management of customer data privacy. 相似文献
16.
This study theorizes two information systems (IS) use behaviors associated with individuals’ behavioral intention of mobile health (mHealth) services. Emergency use refers to individuals’ use of IS in emergency situations. Routine use refers to individuals’ use of IS on a basis. We adopt motivation theory as our overarching theoretical lens through which we investigate the influence of individuals’ different motivation incentives on their emergency and routine use intentions of mHealth services. We also investigate the influences of technological and psychological antecedents on extrinsic and intrinsic motivations. Based on data collected from 241 participants, we find that perceived usefulness enhances people’s emergency and routine use intentions of mHealth services and that perceived enjoyment positively influences routine use intention. In addition, we find that perceived source credibility, perceived service availability, and perceived diagnosticity influence perceived usefulness (extrinsic motivation), whereas perceived autonomy, perceived competence, perceived relatedness, and curiosity affect perceived enjoyment (intrinsic motivation). This research offers insights for IS literature regarding mHealth emergency and routine use behaviors. 相似文献
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Unlike other types of virtual communities, individuals participate in online stock message boards for their material needs rather than non-material needs (e.g., sense of belonging). They may seek and read others’ opinions to make better investment performances. The value of information in online stock message boards may vary from person to person according to their past investment experiences. However, little is known regarding how their past investment performance influences the value of others’ opinions. Therefore, our study investigates how individuals process others’ opinions on stock message boards for their investment decisions when they have different levels of past investment performance. We proposed the unique research model with two paths consisting of both online stock message board factors and individual factors to determine continuous use of online stock message boards. We conducted SEM analysis with 452 questionnaire data. The results, first, showed that message boards factors (e.g., satisfaction using others’ opinions) have a positive impact on continuous intention to use while their own satisfaction with past investment activities has a negative impact on continuous intention to use. In addition, we believe that this is one of the few papers to examine the moderating role of self-attribution bias on the effects of stock investment performance. Our results indicated that investors with strong self-attribution bias lower the usefulness of opinions when losing money while they increased confidence in their investment-related abilities when achieving a profit from investment. This study will help to support and extend the theory of IS continuance model while providing practical insights for online stock message board managers by suggesting ways to vitalize online stock message boards. 相似文献
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数据挖掘技术中的分类和回归树（classmcationAndRegressionTree,CART）节点是一种基于树的分类预测方法,使用递归分区来将训练记录分割类似的输出字段值。文章将C＆R树应用于市场营销研究,目标是寻找意愿接受互动新闻服务并购买的潜在客户。通过使用已有的客P数据作为训练样本,建立了一个分类回归模型,可以用于未来数据的预测,从而有助于企业更好地针对不同类型的客户进行不同的营销策略。 相似文献
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【目的/意义】本研究基于个体认知加工的视角,探索消费者对在线评论有用性的感知过程和感知结果,并揭示在线评论影响消费者购买决策的过程机制。【方法/过程】本研究以120名大学生为被试,开展2评论类型(客观VS主观)×2认知需求(高VS低)的眼动实验,探索消费者对于在线评论有用性的感知过程和感知结果。【结果/结论】结果表明:(1)与主观体验评论相比,消费者对客观属性评论的注视时间更长,感知有用性更大,购买意愿也更强;(2)与高认知需求者相比,低认知需求者的注视时间较短,感知有用性较大,购买意愿也较大;(3)认知需求显著调节评论类型对注视时间的影响,但对感知有用性和购买意愿的调节效应不显著。据此,建议相关企业采取个性化匹配的措施,使得评论类型能够切合消费者的认知需求水平,以便提高在线评论的感知有用性和消费者的购买意愿,从而做出更为满意的购物决策。 相似文献