信息信义义务理论之批判

“信息信义义务”理论已掀起网络平台监管争论的汹涌波涛,该理论经由杰克·巴尔金（Jack Balkin）教授发展,旨在“一碗水端平”一般用户与搜集、分析、出卖个人信息为业的数据公司之间的关系。在处理医患关系、律师与客户、会计师与客户的关系时,法律课以医生、律师和会计师特殊的注意、保密和忠实义务。巴尔金教授主张,与之相类似,在处理脸书（Facebook）、谷歌（Google）和推特（Twitter）等公司与终端用户的关系时,也应课以公司类似的特殊义务。过去数年里,该论断赢得了广泛的支持,鲜有敌手。但信息信义义务理论存在潜在矛盾和模棱两可之处,其是否有能力解决上述问题使人生疑。故此,本文揭示上述理论缺陷,意在瓦解“信息信义义务”新理论共识。尽管我们同意巴尔金教授“占主导地位的网络平台造成损害,由此呼唤法律的介入管制”的论断,但我们质疑信息信义义务这套理论是否能充分、恰当地回应所谓的信息不安全问题,更勿论一些更为根本的问题——建立于监视渗透基础上的优势市场份额以及与商业模式相关的根本问题。我们也呼吁重视信息信义义务这一理论框架的潜在成本——我们担心,该理论框架会对网络平台的结构性权利产生一种盲目的自满,也过早地放弃了对公共监管的更美愿景。     

Customer Experience in Online Shopping: A Structural Modeling Approach

Online retail's rapid growth in India has triggered both untapped growth opportunities and challenges to maintain consumer “stickiness” to retailer websites. In this context, online customer experience (OCE) has emerged as a strategic differentiator for sustainable competitive edge. However, there is a paucity of empirical research in this field. Therefore, drawing on extant literature and qualitative research of online shoppers, this study proposes an integrated model of OCE with antecedents, components, and outcome variables. Data for this study were collected from Indian online shoppers; the data are empirically tested along with the moderating effect of time availability on OCE. Results of the study largely support the model and contribute to knowledge creation on OCE in the Indian context and to strategy development for online retailers.     

Performance effects of innovation in two-sided markets: The paradigmatic case of OTAs

Online Travel Agents (OTAs) play an important intermediary role in the two-sided travel distribution market. A critical factor that enhances a firm's competitive advantage is innovation. Yet, the analysis of innovation in the OTA context is scarce. The main objective of this article is to fill this gap and examine the effect of OTA innovations on firm performance. We analyze the effect of two-sided market specific innovations (same-side and cross-side) on performance and contribute to the literature by expanding the theoretical understanding of innovations. We find that producer-to-consumer innovations have a greater effect on OTA performance than producer-to-producer and consumer-to-consumer innovations. A fundamental managerial implication is that exchange management is an area to be enhanced when innovating in travel market distribution.     

Exploring the motivations to use online meal delivery platforms: Before and during quarantine

Online meal delivery platforms (OMDPs), like UberEats, have received more attention since quarantine was established to prevent the spread of COVID-19. The research into antecedents of satisfaction and continuous usage intention for OMDPs, in general, is under researched. The current study compared the antecedents of satisfaction before quarantine to the antecedents during quarantine through the lens of Expectation-Confirmation Theory. Through multiple regression analyses, the researchers found that before quarantine, sharing economy ethos, price-value, food quality, ease of use and confirmation of beliefs had a significant impact on satisfaction while during quarantine, food quality, service speed, ease of use, and confirmation of beliefs were significant. Practical and theoretical implications are discussed.     

Unraveling the interplay of review depth,review breadth,and review language style on review usefulness and review adoption

To examine whether long reviews are uniformly more useful to readers, this study utilizes the experimental design approach to investigate the interplay of review depth, review breadth, and review language style on readers’ perceived usefulness and adoption intention of online hotel reviews. Drawing on the results from two experiments, review depth is proven to exert a positive impact on readers’ review usefulness and adoption intention. The moderating role of review breadth is verified, and the positive effect of review depth on review usefulness is attenuated (accentuated) when review breadth is high (low). The moderating role of review language style is also confirmed, and the result shows longer reviews written in literal language are considered more useful to readers than those written in figurative language. Being one of the first studies examining the interplay of review content and review style on review usefulness, this study provides important theoretical and practical contributions.     

Lowest price guarantees on airline websites: Perceived believability,perceived value,and purchase intentions

Although lowest price guarantees (LPGs) are common on airlines’ official websites, a deeper understanding of how customers evaluate these guarantees is lacking. This study examines the effects of two LPG terms—depth of refund and refund conditions—on customer perceptions and purchase intention. An experiment with a 2 × 2 factorial design was conducted with a sample of 282 adults, and structural equation modelling was used to test the model. The results show that refund depth increases customer purchase intention by enhancing perceptions of the believability and value of the LPG. Strict refund conditions enhance customer purchase intention by increasing the believability of the LPGs.     

Air-travelers' concerns emerging from online comments during the COVID-19 outbreak

This research aims to assess air travelers' concerns affected by the Coronavirus pandemic, expressed in the comments they wrote online. A sample of 639 comments written on the Italian National Consumer Union website and related to the airline industry was assessed through an automated sentiment analysis in this study. The achieved results showed that travelers' concerns were directed mainly towards compensations, cancellations, and COVID-19 and at the same time, they had mixed and unpredictable feelings. This element suggests that consumers may have understood that airline companies are facing unsustainable cash-flow and revenue situations. Moreover, all our hypotheses, grounded on existing literature, were refuted. Accordingly, we argue that the actual context prevents assessments based on previous assumptions, and studies related to the impact of COVID-19 need to be conducted anew.     

Drivers and barriers to cross-border e-commerce: Evidence from Spanish individual behavior

This paper explores the determinants of the individual's decision to perform cross-border e-commerce (CBeC). The European Union (EU) is especially interested in the promotion of CBeC because it is an important tool in its strategy to achieve the Digital Single Market in Europe. In this paper official data is used from a representative survey of 16,209 individuals on ICT usage by households and individuals that was carried out in Spain by the National Institute of Statistics (INE) for the year 2016. Using a standard neoclassical utility maximization framework, and logistic regression techniques, the results show that being a male is positively related to the probability of practicing CBeC. Education is positively and significantly related to the probability of being involved in CBeC with EU countries. Computer and Internet Skills are significant and positive factors in explaining CBeC (either with EU countries or with the rest of the world). The variable “how often the consumer sees other customer reviews before buying online”, has a positive effect. Foreign nationality also increases the likelihood of using CBeC. To promote CBeC in Spain measures towards developing digital skills, Internet trust and use of online information reviews of goods and services are discussed.     

Post-script—Retail forecasting: Research and practice

This note updates the 2019 review article “Retail forecasting: Research and practice” in the context of the COVID-19 pandemic and the substantial new research on machine-learning algorithms, when applied to retail. It offers new conclusions and challenges for both research and practice in retail demand forecasting.