Online customer experience in e-retailing: implications for web entrepreneurship
Sign Up to like & getrecommendations! Published in 2019 at "International Entrepreneurship and Management Journal"
DOI: 10.1007/s11365-019-00564-x
Abstract: Providing consumers with unique experiences and immersing them in original contexts are the goals of web entrepreneurs. Researchers and web entrepreneurs have expressed a particular interest in the online customer experience, agreeing on its importance… read more here.
Keywords: customer; online customer; customer experience; implications web ... See more keywords
Forecasting the importance of product attributes using online customer reviews and Google Trends
Sign Up to like & getrecommendations! Published in 2021 at "Technological Forecasting and Social Change"
DOI: 10.1016/j.techfore.2021.120983
Abstract: Abstract During the early stage of product design, product manufacturers seek to identify the most relevant product features that will meet the demands and needs of consumers. Conventionally, several surveys have to be undertaken during… read more here.
Keywords: online customer; time; methodology; importance product ... See more keywords
The bright and dark sides of humorous response to online customer complaint
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DOI: 10.1108/ejm-08-2018-0522
Abstract: Displaying a sense of humour provides various interpersonal benefits including reducing tension and promoting conflict resolution, but should a firm use humour in response to publicly viewable online customer complaints after a service failure? The… read more here.
Keywords: response; firm; online customer; humorous response ... See more keywords
History Matters: The Impact of Online Customer Reviews Across Product Generations
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DOI: 10.1287/mnsc.2021.4061
Abstract: We examine how online customer reviews for one generation of a product affect sales of another generation in the same product series. The main intriguing result is that previous generation valence has a positive impact… read more here.
Keywords: online customer; previous generation; generation; customer reviews ... See more keywords