Impact of Live Chat on Purchase in Electronic Markets: The Moderating Role of Information Cues

Published Online:https://doi.org/10.1287/isre.2019.0861

References

  • Åberg J, Shahmehri N (2000) The role of human web assistants in e-commerce: An analysis and a usability study. Internet Res. 10(2):114–125.CrossrefGoogle Scholar
  • Ai C, Norton EC (2003) Interaction terms in logit and probit models. Econom. Lett. 80(1):123–129.CrossrefGoogle Scholar
  • Ajzen I, Fishbein M (1975) Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (Addison-Wesley, Reading, MA).Google Scholar
  • Alibaba Group (2016) Form 20-F. Annual report, United States Securities and Exchange Commission, Washington, DC.Google Scholar
  • Anderson J, Zahaf M (2007) Profiling consumer to consumer and business to consumer buyers: Who buys what. Internat. J. Bus. Res. 7(6):85–99.Google Scholar
  • Arellano M, Bover O (1995) Another look at the instrumental variable estimation of error-components models. J. Econometrics 68(1):29–51.CrossrefGoogle Scholar
  • Ba S, Pavlou PA (2002) Evidence of the effect of trust building technology in electronic markets: Price premiums and buyer behavior. MIS Quart. 26(3):243–268.CrossrefGoogle Scholar
  • Bakos Y, Dellarocas C (2011) Cooperation without enforcement? A comparative analysis of litigation and online reputation as quality assurance mechanisms. Management Sci. 57(11):1944–1962.LinkGoogle Scholar
  • Banerjee AV (1992) A simple model of herd behavior. Quart. J. Econom. 107(3):797–817.CrossrefGoogle Scholar
  • Barlow AK, Siddiqui NQ, Mannion M (2004) Developments in information and communication technologies for retail marketing channels. Internat. J. Retail Distribution Management 32(3):157–163.CrossrefGoogle Scholar
  • Basso A, Goldberg D, Greenspan S, Weimer D (2001) First impressions: Emotional and cognitive factors underlying judgments of trust e-commerce. Proc. 3rd ACM Conf. Electronic Commerce (Association for Computing Machinery, New York), 137–143.Google Scholar
  • Bhattacherjee A (2001) Understanding information systems continuance: An expectation-confirmation model. MIS Quart. 25(3):351–370.CrossrefGoogle Scholar
  • Bhattacherjee A (2002) Individual trust in online firms: Scale development and initial test. J. Management Inform. Systems 19(1):211–241.CrossrefGoogle Scholar
  • Bhattacherjee A, Premkumar G (2004) Understanding changes in belief and attitude toward information technology usage: A theoretical model and longitudinal test. MIS Quart. 28(2):229–254.CrossrefGoogle Scholar
  • Bikhchandani S, Hirshleifer D, Welch I (1992) A theory of fads, fashion, custom, and cultural change as informational cascades. J. Political Econom. 100(5):992–1026.CrossrefGoogle Scholar
  • Blundell R, Bond S (2000) GMM estimation with persistent panel data: An application to production functions. Econometric Rev. 19(3):321–340.CrossrefGoogle Scholar
  • Cabral L, Hortacsu A (2010) The dynamics of seller reputation: Evidence from eBay. J. Indust. Econom. 58(1):54–78.CrossrefGoogle Scholar
  • Cheung CM, Xiao BS, Liu IL (2014) Do actions speak louder than voices? The signaling role of social information cues in influencing consumer purchase decisions. Decision Support Systems 65:50–58.CrossrefGoogle Scholar
  • Comer JM, Plank RE, Reid DA, Pullins EB (1999) Methods in sales research: Perceived trust in business-to-business sales: A new measure. J. Personal Selling Sales Management 19(3):61–71.Google Scholar
  • Costa-Font J, Gil J (2005) Obesity and the incidence of chronic diseases in Spain: A seemingly unrelated probit approach. Econom. Human Biol. 3(2):188–214.CrossrefGoogle Scholar
  • Crosby LA, Evans KR, Cowles D (1990) Relationship quality in services selling: An interpersonal influence perspective. J. Marketing 54(3):68–81.CrossrefGoogle Scholar
  • Crosby LA, Stephens N (1987) Effects of relationship marketing on satisfaction, retention, and prices in the life insurance industry. J. Marketing Res. 24(4):404–411.CrossrefGoogle Scholar
  • Dellarocas C (2003) The digitization of word of mouth: Promise and challenges of online feedback mechanisms. Management Sci. 49(10):1407–1424.LinkGoogle Scholar
  • Dewan S, Hsu V (2001) Trust in electronic markets: Price discovery in generalist versus specialty online auctions. Working paper, University of Washington, Seattle.Google Scholar
  • Duan W, Gu B, Whinston AB (2009) Informational cascades and software adoption on the internet: An empirical investigation. MIS Quart. 33(1):23–48.CrossrefGoogle Scholar
  • Epstein Z (2015) Apple continues to crush Samsung where it matters most. BGR (June 29), https://bgr.com/2015/06/29/apple-vs-samsung-brand-loyalty-survey-rbc/.Google Scholar
  • Ferreira F, Gyourko J, Tracy J (2011) Housing busts and household mobility: An update. NBER Working Paper No. 17405, National Bureau of Economic Research, Cambridge, MA.CrossrefGoogle Scholar
  • Gefen D, Karahanna E, Straub DW (2003) Trust and TAM in online shopping: An integrated model. MIS Quart. 27(1):51–90.CrossrefGoogle Scholar
  • Gu B, Park J, Konana P (2012) Research note—The impact of external word-of-mouth sources on retailer sales of high-involvement products. Inform. Systems Res. 23(1):182–196.LinkGoogle Scholar
  • Hauck K, Zhao X (2011) How dangerous is a day in hospital? A model of adverse events and length of stay for medical inpatients. Medical Care 49(12):1068–1075.CrossrefGoogle Scholar
  • Hausman JA (1996) Valuation of new goods under perfect and imperfect competition. Bresnahan TF, Gordon RJ, eds. The Economics of New Goods (University of Chicago Press, Chicago), 207–248.Google Scholar
  • Holzwarth M, Janiszewski C, Neumann MM (2006) The influence of avatars on online consumer shopping behavior. J. Marketing 70(4):19–36.CrossrefGoogle Scholar
  • Hong K (2014) China’s internet population hit 618 million at the end of 2013, with 81% connecting via mobile. The Next Web (January 16), https://thenextweb.com/asia/2014/01/16/chinas-internet-population-numbered-618m-end-2013-81-connecting-via-mobile/.Google Scholar
  • Hong Y, Peng J, Burtch G, Huang N (2018) Do you have time for a quick chat? Direct messaging system usage and hiring outcomes in online labor markets. University of Connecticut School of Business Research Paper No. 18-14, University of Connecticut, Storrs.CrossrefGoogle Scholar
  • Huang JH, Chen YF (2006) Herding in online product choice. Psych. Marketing 23(5):413–428.CrossrefGoogle Scholar
  • J.D. Power (2013) Overall customer care satisfaction rises as wireless customers use online chat feature more frequently due to improved capabilities. Accessed December 20, 2017, https://www.jdpower.com/business/press-releases/2013-us-wireless-customer-care-full-service-performance-study-volume-2-and-2013-us.Google Scholar
  • Kauffman RJ, Wood CA (2000) Running up the bid: Modeling seller opportunism in internet auctions. AMCIS 2000 Proc. (Association for Information Systems, Atlanta), 376.Google Scholar
  • Kee HW, Knox RE (1970) Conceptual and methodological considerations in the study of trust and suspicion. J. Conflict Resolution 14(3):357–366.CrossrefGoogle Scholar
  • Kim DJ, Ferrin DL, Rao HR (2008) A trust-based consumer decision-making model in electronic commerce: The role of trust, perceived risk, and their antecedents. Decision Support Systems 44(2):544–564.CrossrefGoogle Scholar
  • Kim DJ, Ferrin DL, Rao HR (2009) Trust and satisfaction, two stepping stones for successful e-commerce relationships: A longitudinal exploration. Inform. Systems Res. 20(2):237–257.LinkGoogle Scholar
  • Köhler CF, Rohm AJ, de Ruyter K, Wetzels M (2011) Return on interactivity: The impact of online agents on newcomer adjustment. J. Marketing 75(2):93–108.CrossrefGoogle Scholar
  • Komiak SY, Benbasat I (2006) The effects of personalization and familiarity on trust and adoption of recommendation agents. MIS Quart. 30(4):941–960.CrossrefGoogle Scholar
  • Komiak SY, Wang W, Benbasat I (2004) Trust building in virtual salespersons versus in human salespersons: Similarities and differences. e-Service J. 3(3):49–63.CrossrefGoogle Scholar
  • Li H-y, Ye Q, Gajendra S (2010) Herding behavior in C2C e-commerce: Empirical investigation in China. 2010 Internat. Conf. Management Sci. Engrg. (ICMSE) (IEEE, New York), 33–39.Google Scholar
  • Li J, Netessine S, Koulayev S (2017) Price to compete… with many: How to identify price competition in high-dimensional space. Management Sci. 64(9):4118–4136.LinkGoogle Scholar
  • Liu Y (2006) Word of mouth for movies: Its dynamics and impact on box office revenue. J. Marketing 70(3):74–89.CrossrefGoogle Scholar
  • Lucking‐Reiley D, Bryan D, Prasad N, Reeves D (2007) Pennies from eBay: The determinants of price in online auctions. J. Indust. Econom. 55(2):223–233.CrossrefGoogle Scholar
  • Lurkin V, Garrow LA, Higgins MJ, Newman JP, Schyns M (2017) Accounting for price endogeneity in airline itinerary choice models: An application to continental US markets. Transportation Res. Part A: Policy Practice 100:228–246.CrossrefGoogle Scholar
  • Maes P (1994) Agents that reduce work and information overload. Comm. ACM 37(7):30–40.CrossrefGoogle Scholar
  • Mayer RC, Davis JH, Schoorman FD (1995) An integrative model of organizational trust. Acad. Management Rev. 20(3):709–734.CrossrefGoogle Scholar
  • McDonald CG, Slawson VC Jr (2002) Reputation in an internet auction market. Econom. Inquiry 40(4):633–650.CrossrefGoogle Scholar
  • McKnight DH, Choudhury V, Kacmar C (2002) Developing and validating trust measures for e-commerce: An integrative typology. Inform. Systems Res. 13(3):334–359.LinkGoogle Scholar
  • Moe WW (2003) Buying, searching, or browsing: Differentiating between online shoppers using in-store navigational clickstream. J. Consumer Psych. 13(1–2):29–39.Google Scholar
  • Moe WW (2006) An empirical two-stage choice model with varying decision rules applied to internet clickstream data. J. Marketing Res. 43(4):680–692.CrossrefGoogle Scholar
  • Park D-H, Lee J, Han I (2007) The effect of on-line consumer reviews on consumer purchasing intention: The moderating role of involvement. Internat. J. Electronic Commerce 11(4):125–148.CrossrefGoogle Scholar
  • Park J, Lennon SJ (2006) Psychological and environmental antecedents of impulse buying tendency in the multichannel shopping context. J. Consumer Marketing 23(2):56–66.CrossrefGoogle Scholar
  • Park J, Lennon SJ, Stoel L (2005) On‐line product presentation: Effects on mood, perceived risk, and purchase intention. Psych. Marketing 22(9):695–719.CrossrefGoogle Scholar
  • Pavlou PA, Dimoka A (2006) The nature and role of feedback text comments in online marketplaces: Implications for trust building, price premiums, and seller differentiation. Inform. Systems Res. 17(4):392–414.LinkGoogle Scholar
  • Pavlou PA, Gefen D (2004) Building effective online marketplaces with institution-based trust. Inform. Systems Res. 15(1):37–59.LinkGoogle Scholar
  • Pavlou PA, Liang H, Xue Y (2007) Understanding and mitigating uncertainty in online exchange relationships: A principal–agent perspective. MIS Quart. 24(4):105–136.CrossrefGoogle Scholar
  • Peng H, Song Q-q (2014) What matters in consumer's shop-selecting model in C2C market—Word-of-mouth or herd behavior. Forecasting 4:7.Google Scholar
  • Perrault MR, Brousseau KR (1989) Selling to Different Styles (Decision Dynamics Corporation, Los Angeles).Google Scholar
  • Qiu L, Benbasat I (2005) Online consumer trust and live help interfaces: The effects of text-to-speech voice and three-dimensional avatars. Internat. J. Human–Comput. Interaction 19(1):75–94.CrossrefGoogle Scholar
  • Resnick P, Zeckhauser R (2002) Trust among strangers in internet transactions: Empirical analysis of eBay’s reputation system. Baye MR, ed. The Economics of the Internet and E-commerce, Advances in Applied Microeconomics, vol. 11 (Emerald Group Publishing Limited, Bingley, UK), 127–157.CrossrefGoogle Scholar
  • Rivers D, Vuong QH (1988) Limited information estimators and exogeneity tests for simultaneous probit models. J. Econometrics 39(3):347–366.CrossrefGoogle Scholar
  • Roodman D (2009) Estimating fully observed recursive mixed-process models with cmp. Stata J. 11(2):159–206.CrossrefGoogle Scholar
  • Roodman D, Morduch J (2014) The impact of microcredit on the poor in Bangladesh: Revisiting the evidence. J. Developmental Stud. 50(4):583–604.CrossrefGoogle Scholar
  • Sheth JN (1976) Buyer–seller interaction: A conceptual framework. Adv. Consumer Res. 3:382–386.Google Scholar
  • Smith C (2017) Amazing Alibaba statistics. Accessed December 20, 2017, https://expandedramblings.com/index.php/alibaba-statistics/.Google Scholar
  • Statista (2014) Tablet online shopping conversion rate in the United States as of 1st quarter 2014, by day of week. Accessed December 20, 2017, https://www.statista.com/statistics/519565/tablet-e-commerce-conversion-rate-by-day-usa.Google Scholar
  • Strothkamp B, Ensor B, McGowan B (2010) Wells Fargo proves the business case for online chat. Case study, Forrester Research, Cambridge, MA.Google Scholar
  • Su C, Zhang H, Bi F-m (2006) P2P-based trust model for e-commerce. Proc. 2006 IEEE Internat. Conf. e-Business Engrg. (ICEBE’06) (IEEE, New York), 118–122.Google Scholar
  • Tadelis S (2016) Reputation and feedback systems in online platform markets. Annual Rev. Econom. 8:321–340.CrossrefGoogle Scholar
  • Villas-Boas JM, Winer RS (1999) Endogeneity in brand choice models. Management Sci. 45(10):1324–1338.LinkGoogle Scholar
  • Wagner M (2010) Growth curve. Accessed December 20, 2017, https://www.abt.com/about/news/intret_030110.Google Scholar
  • Walden E (2000) Some value propositions of online communities. Electronic Marketing 10(4):244–249.CrossrefGoogle Scholar
  • Wilde J (2000) Identification of multiple equation probit models with endogenous dummy regressors. Econom. Lett. 69(3):309–312.CrossrefGoogle Scholar
  • Wooldridge JM (2010) Econometric Analysis of Cross Section and Panel Data (MIT Press, Cambridge, MA).Google Scholar
  • Xu K, Chan J, Ghose A, Han SP (2016) Battle of the channels: The impact of tablets on digital commerce. Management Sci. 63(5):1469–1492.LinkGoogle Scholar
  • Ye Q, Fang B (2013) Learning from other buyers: The effect of purchase history records in online marketplaces. Decision Support Systems (56):502–512.CrossrefGoogle Scholar
  • Zellner A (1962) An efficient method of estimating seemingly unrelated regressions and tests for aggregation bias. J. Amer. Statist. Assoc. 57(298):348–368.CrossrefGoogle Scholar
  • Zhu F, Zhang X (2010) Impact of online consumer reviews on sales: The moderating role of product and consumer characteristics. J. Marketing 74(2):133–148.CrossrefGoogle Scholar
  • Zucker LG (1986) Production of trust: Institutional sources of economic structure, 1840–1920. Res. Organ. Behav. 8:53–111.Google Scholar
INFORMS site uses cookies to store information on your computer. Some are essential to make our site work; Others help us improve the user experience. By using this site, you consent to the placement of these cookies. Please read our Privacy Statement to learn more.