With a little help from my friends: Cultivating serendipity in online shopping environments

Grangé, Camille; Benbasat, Izak; Burton‐Jones, Andrew

doi:10.1016/j.im.2018.06.001

Cited by 46 publications

(24 citation statements)

References 74 publications

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“…It is obvious that unexpected discoveries can be considered as the premise of serendipitous experience. But on the other hand, for an event which finally generates feelings of serendipity, it also requires that something of value is found (Grange et al. , 2019).…”

Section: Theoretical Backgroundmentioning

confidence: 99%

Understanding customers’ stickiness of live streaming commerce platforms: an empirical study based on modified e-commerce system success model

Bao

Zhu

2022

APJML

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PurposeLive streaming commerce enhances shopping experience and reduces uncertainty. However, with increasingly fierce competitions, it has become a challenging task for live streaming commerce platforms to retain existing customers. The purpose of this study to explore factors affecting customers’ stickiness intention toward live streaming commerce platforms.Design/methodology/approachA research model was developed by modifying e-commerce system success model (ES success model) based on the context of live streaming commerce and meanwhile integrating serendipity and flow into the model. Using the data collected from 380 customers who have live streaming shopping experience, the established model was empirically assessed by partial least squares based structural equation model.FindingsThe results show that vividness, real-time interaction and diagnosticity are antecedents of perceived value and customer satisfaction toward a live streaming commerce platform which in turn influence customers’ stickiness intention. Besides, as new factors introducing into the ES success model, serendipity and flow are two important motivators of satisfaction and stickiness.Originality/valueThis study establishes a well-organized framework to understand the mechanism regarding why customers stick with a live streaming commerce platform. It provides a socio-technical approach to analyze how the stickiness intention can be influenced.

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Section: Theoretical Backgroundmentioning

confidence: 99%

Understanding customers’ stickiness of live streaming commerce platforms: an empirical study based on modified e-commerce system success model

Bao

Zhu

2022

APJML

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“…This process involves high uncertainty, thus, risks exist. Grange et al (2018) found that consumers are more likely to find valuable products and gain purchase satisfaction when they search purposefully because they will carefully weigh the advantages and disadvantages of products. However, when they encounter unexpected products that are inconsistent with their expectations, consumers will be uncomfortable with the uncertainty Jahng and Jain (2000) .…”

Section: Background and Theoretical Developmentmentioning

confidence: 99%

Effect of Serendipity in an Encounter on Purchase Intention of Unexpected Products

et al. 2022

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Previous studies on the follow-up effect of serendipity mostly focused on the positive effects and less on the negative effects. Therefore, the purpose of this article is to investigate the negative effect of serendipity on the purchase intention of unexpected products. To verify all hypotheses in this article, we used online and offline survey data in China. Three experimental results showed that serendipity contains a certain degree of uncertainty, which will cause consumers’ perceived risk and decrease the purchase intention of unexpected products. Perceived risk plays a mediating role in the effect of serendipity on the purchase intention of unexpected products. Moreover, regulatory focus moderates the effect of serendipity on purchase intention of unexpected products. Specifically, for prevention-focused individuals, the negative effect of serendipity on the purchase intention of unexpected products is strengthened. For promotion-focused individuals, the negative effect of serendipity on the purchase intention of unexpected products is weakened. This article augments the understanding of the negative effects of serendipity and provides theoretical guidance and support for the management practice of marketers.

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“…Interaksi konsumen ini disebut EWOM atau Electronic Word of Mouth (S. C. Chu & Kim, 2011). EWOM menyebar di jejaring sosial saat konsumen berkomunikasi di social media (Grange et al, 2019). EWOM merupakan bentuk komunikasi non formal yang pembicaraannya berkaitan dengan penggunaan produk (Abid-Elaziz et al, 2015).…”

Section: Tinjauan Teoriunclassified

Pengaruh Social Media Advertising dan Electronic Word Of Mouth Terhadap Brand Trust Produk Sepatu Lokal

Trigani¹,

Tobing

2022

JMBM

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Media sosial semakin banyak digunakan dan interaksi konsumen semakin menyebar. Dua hal itu merupakan komponen penting dari strategi pemasaran, terutama bagi brand lokal. Penelitian ini bertujuan untuk menganalisis pengaruh dari social media advertising dan electronic word of mouth (EWOM) terhadap brand trust produk sepatu lokal di Indonesia. Penelitian menggunakan 385 responden yang ditentukan berdasarkan metode penyampelan acak sederhana. Dari segi kontribusi akademik, penelitian ini menjembatani pengaruh social media advertising terhadap brand trust, yang mana area penelitian ini masih terbatas. Analisis regresi berganda digunakan sebagai alat analisis dan IBM SPSS 26 untuk menguji data. Hasil menunjukkan bahwa social media advertising dan electronic word of mouth berpengaruh secara parsial dan simultan terhadap brand trust. Social media advertising dikenal sebagai promosi, sementara EWOM membantu konsumen membangun kepercayaan. Variabel paling berpengaruh terhadap brand trust adalah EWOM. Itu dapat terlihat dari beta di tabel unstandardized coefficient yang bernilai 3.099. Nilai ini lebih besar dibanding variabel social media advertising. Oleh karena itu, pemasar perlu berfokus pada kontribusi konsumen dalam bentuk EWOM dibanding hanya mengandalkan beriklan di media sosial.

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With a little help from my friends: Cultivating serendipity in online shopping environments

Abstract: social commerce, that is, the integration of social media and electronic commerce, can cultivate serendipity.

Cited by 46 publications

References 74 publications

Understanding customers’ stickiness of live streaming commerce platforms: an empirical study based on modified e-commerce system success model

Understanding customers’ stickiness of live streaming commerce platforms: an empirical study based on modified e-commerce system success model

Effect of Serendipity in an Encounter on Purchase Intention of Unexpected Products

Pengaruh Social Media Advertising dan Electronic Word Of Mouth Terhadap Brand Trust Produk Sepatu Lokal

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