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Article
Publication date: 26 November 2020

Khadija Ali Vakeel, Edward C. Malthouse and Aimei Yang

Digital business platforms (DBPs) such as Alibaba and Google Shopping are partnership networks that use the Internet to bring service providers (e.g. retail vendors) and customers…

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Abstract

Purpose

Digital business platforms (DBPs) such as Alibaba and Google Shopping are partnership networks that use the Internet to bring service providers (e.g. retail vendors) and customers together. One of the benefits of DBPs is network effects, in which customers can purchase from multiple providers, giving rise to a unique network. However, few studies have explored which service providers benefit from network effects and which do not.

Design/methodology/approach

Using the theories of transaction costs and network analysis, the authors apply network models to DBPs to understand which service providers benefit from network effects.

Findings

The authors identify three segments of service providers: (1) those with high prominence (connection to providers with high network centrality), (2) those with high network constraint (adjacent to isolated providers) and (3) those with low prominence and constraint. The authors find that segments (1) and (3) benefit from reciprocated customer exchanges, and thus benefit from network effects, while high constraint segment (2) providers do not benefit from reciprocated exchanges. Moreover, the authors find that for segments (2) and (3) future sales have a negative association with unreciprocated customer exchanges, while segment (1) has no significant association between unreciprocated exchanges and future sales.

Research limitations/implications

The authors discuss implications for a multisided platform (MSP), as it decides which service providers to attract, promote and recommend. They can use this study’s results to know which segments of providers will increase network effects to make the platform more valuable.

Practical implications

This paper provides managers of service platforms with strategies for managing relations with their service providers.

Social implications

Service platforms are an important and disruptive business model. The authors need to understand how network effects operate to create efficient platforms.

Originality/value

This paper extends the literature on MSPs by quantifying network effects and showing not all service providers benefit equally on an MSP from network effects. Critical insights into network effects on the MSP are provided, including different ways it can impact provider sales.

Details

Journal of Service Management, vol. 32 no. 4
Type: Research Article
ISSN: 1757-5818

Keywords

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Article
Publication date: 8 March 2018

Khadija Ali Vakeel, K. Sivakumar, K.R. Jayasimha and Shubhamoy Dey

The purpose of this paper is to focus on failures in online flash sales (OFS) and to explore why consumers participate in an OFS even after experiencing service failure. It also…

2475

Abstract

Purpose

The purpose of this paper is to focus on failures in online flash sales (OFS) and to explore why consumers participate in an OFS even after experiencing service failure. It also examines the role of deal proneness, attribution, and emotions.

Design/methodology/approach

Using a mixed method approach to gain insights into this relatively unexplored phenomenon of OFS, this research uses netnography followed by a survey study.

Findings

The findings show that deal-prone customers tend to ignore service failures during OFS and re-participate in the future. In the context of OFS, failures attributed to internal locus of attribution (LOA) also have a negative effect on re-participation compared with failures attributed to external LOA. Furthermore, there is a three-way interaction among deal proneness, LOA, and past emotions. The results show that negative past emotions further exacerbate the impact of attribution on the link between deal proneness and re-participation.

Originality/value

In contrast with prior research, the paper shows that consumers participate even after service failure. The proposed difference is between customers who experience different LOA and past emotions offers insights into their behavior after service failure in a new context of an online/electronic commerce event – flash sales. This paper specifically explores the role of internal LOA and finds that it has a more negative impact than external LOA on re-participation.

Details

Journal of Service Management, vol. 29 no. 2
Type: Research Article
ISSN: 1757-5818

Keywords

Available. Open Access. Open Access
Article
Publication date: 2 May 2024

Stephanie Q. Liu, Khadija Ali Vakeel, Nicholas A. Smith, Roya Sadat Alavipour, Chunhao(Victor) Wei and Jochen Wirtz

An AI concierge is a technologically advanced, intelligent and personalized assistant that is designated to an individual customer, proactively taking care of that customer’s…

6291

Abstract

Purpose

An AI concierge is a technologically advanced, intelligent and personalized assistant that is designated to an individual customer, proactively taking care of that customer’s needs throughout the service journey. This article envisions the idea of AI concierges and discusses how to leverage AI concierges in the customer journey.

Design/methodology/approach

This article takes a conceptual approach and draws insights from literature in service management, marketing, psychology, human-computer interaction and ethics.

Findings

This article delineates the fundamental forms of AI concierges: dialog interface (no embodiment), virtual avatar (embodiment in the virtual world), holographic projection (projection in the physical world) and tangible service robot (embodiment in the physical world). Key attributes of AI concierges are the ability to exhibit semantic understanding of auditory and visual inputs, maintain an emotional connection with the customer, demonstrate proactivity in refining the customer’s experience and ensure omnipresence through continuous availability in various forms to attend to service throughout the customer journey. Furthermore, the article explores the multifaceted roles that AI concierges can play across the pre-encounter, encounter and post-encounter stages of the customer journey and explores the opportunities and challenges associated with AI concierges.

Practical implications

This paper provides insights for professionals in hospitality, retail, travel, and healthcare on leveraging AI concierges to enhance the customer experience. By broadening AI concierge services, organizations can deliver personalized assistance and refined services across the entire customer journey.

Originality/value

This article is the first to introduce the concept of the AI concierge. It offers a novel perspective by defining AI concierges’ fundamental forms, key attributes and exploring their diverse roles in the customer journey. Additionally, it lays out a research agenda aimed at further advancing this domain.

Details

Journal of Service Management, vol. 35 no. 6
Type: Research Article
ISSN: 1757-5818

Keywords

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Article
Publication date: 31 July 2023

Neha Garg, Payal Anand and Khadija Ali Vakeel

Using the affect theory of social exchange, this study investigates the mediating role of students' affective commitment between their personality traits (extraversion and…

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Abstract

Purpose

Using the affect theory of social exchange, this study investigates the mediating role of students' affective commitment between their personality traits (extraversion and agreeableness) and academic performance.

Design/methodology/approach

This research employs mixed-method study, that is exploratory text analysis using 123 responses followed by a survey of 300 responses among the management students to test the proposed model.

Findings

Results reveal a direct positive association of extraversion and agreeableness with students' affective commitment towards their academic institution. Additionally, negative indirect effects of affective commitment were found between the two personality traits and academic performance.

Originality/value

The study highlights both positive and negative outcomes of so-called favorable personality types of extraversion and agreeableness, thereby, building a prima facie case for promoting personality diversity in management institutions.

Details

International Journal of Educational Management, vol. 37 no. 5
Type: Research Article
ISSN: 0951-354X

Keywords

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