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Article
Publication date: 15 December 2023

Chunyi Xian, Hessam Vali, Ruwen Tian, Jingjun David Xu and Mehmet Bayram Yildirim

The authors investigate the varying impact of three categories of conflicting consumer reviews (i.e. conflicting opinions on attributes of a product item, conflicting ratings of…

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Abstract

Purpose

The authors investigate the varying impact of three categories of conflicting consumer reviews (i.e. conflicting opinions on attributes of a product item, conflicting ratings of an item and the intensity of conflicting reviews of an item) on the potential customers' perceived informativeness, which is expected to affect the perceived correct purchase.

Design/methodology/approach

To test their proposed hypotheses, the authors conducted an experiment using a 2 × 2 × 2 factorial design for each conflict type comprising two levels (low vs high).

Findings

The results of this study found that conflicting opinions on product attributes can enhance potential customers' perceptions of informativeness and subsequent correct purchase decisions while conflicting ratings and the intensity of conflicting reviews can diminish potential customers' perceptions of informativeness. In addition, conflicting ratings negatively moderate the effect of conflicting attributes on perceived informativeness such that the positive effect of conflicting attributes on perceived informativeness will be less prominent when conflicting ratings are present (vs absent).

Originality/value

While potential customers are browsing product descriptions, reviews and comments from other purchasers are also playing a role in influencing a potential customer's purchase decision. However, given the different experiences and temperaments of individuals, the subjective remarks and ratings of individuals are sometimes inconsistent or even conflicting, which can lead to confusion among potential customers. The authors categorize the positive or negative effects of the three conflicting reviews based on the two dimensions of ease of capture and product diagnosticity. The findings can help platforms optimize the display of product reviews to help potential customers make more accurate purchase decisions.

Details

Journal of Electronic Business & Digital Economics, vol. 3 no. 1
Type: Research Article
ISSN: 2754-4214

Keywords

Article
Publication date: 2 February 2023

Shan Shan Lu, Ruwen Tian and Dickson K.W. Chiu

The study aims to investigate the characteristics of the current situation of library programs and explore the possible reasons behind the low participation in Hong Kong. It…

1117

Abstract

Purpose

The study aims to investigate the characteristics of the current situation of library programs and explore the possible reasons behind the low participation in Hong Kong. It focuses on the development of library programs in the era of digital technology, which can lead to discussion and reflections on the further development of library programs with innovative technology services.

Design/methodology/approach

This study applied a mixed-method research approach to investigate the current situation of library programming and the reasons for low participation in Hong Kong. The first part analyzes the characteristics of library programs offered by the Hong Kong Public Libraries (HKPL) through data collection from the HKPL website. The second part of this study investigated the reasons behind the low participation in library programs through quantitative research through an online survey.

Findings

The findings show that current library programs were dominated by reading activities and children's programs to a great extent, which both users and non-users are not very interested in. Further, most respondents expressed more interest in cultural and leisure events and hands-on activities (especially new technologies related) than traditional library programming. Many lapsed and non-users chose not to attend the library programs for boredom and uselessness. As a result, there is a need for HKPL to adjust its services to stay relevant to the needs and interests of local communities.

Originality/value

Scant studies explored the reasons behind non-users of public library programs, especially in Asia. This research contributes to the literature by analyzing and proposing the characteristics of the current situation of library programs and exploring the possible reasons behind the low participation in Hong Kong.

Details

Library Hi Tech, vol. 42 no. 4
Type: Research Article
ISSN: 0737-8831

Keywords

Article
Publication date: 3 June 2024

Nida Malik, Amir Zaib Abbasi, M. Sadiq Sohail, Ghazanfar Ali Abbasi and Ding Hooi Ting

There has been a dramatic rise in the use of online food delivery apps (FDAs) services since the COVID-19 pandemic. Though online FDAs have contributed significantly to the rise…

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Abstract

Purpose

There has been a dramatic rise in the use of online food delivery apps (FDAs) services since the COVID-19 pandemic. Though online FDAs have contributed significantly to the rise in demand for products from the gourmet industry, little is known regarding the factors that inspire customers to order from online FDAs, subsequently influencing customers’ satisfaction. Considering the knowledge gap, this study utilizes the stimulus-organism-response (S-O-R) model to conceptualize the factors: stimuli (eWOM, online reviews and online deals as external stimuli, and late-night craving and convenience as internal stimuli) that determine the organism level (i.e. customers’ inspiration) to subsequently generate the response (i.e. customers’ satisfaction).

Design/methodology/approach

We collected the data from 388 users and analyzed it via partial least squares – structural equation modeling (PLS-SEM).

Findings

The results reveal that online reviews, deals, late-night food cravings and convenience positively determine customers’ inspiration and satisfaction. In contrast, eWOM fails to impact customers’ inspiration directly and indirectly, affecting customers’ satisfaction through inspiration. Besides, customers’ inspiration positively mediates the relationship between stimuli (e.g. online reviews, online deals, late-night cravings and convenience) and customers’ satisfaction.

Originality/value

This study is novel in that it explores the impact of internal (late-night craving and convenience) and external (eWOM, online reviews and online deals) stimuli on customer inspiration and subsequently predicts customer satisfaction. We also expand prior studies on food delivery apps by studying customer inspiration as a mediating mechanism between internal and external stimuli and customer satisfaction.

Details

Aslib Journal of Information Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2050-3806

Keywords

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