An empirical analysis of factors that influence retail website visit types

Consumers may have a variety of reasons for using a retail brand's website, including browsing, purchasing, or browsing followed by purchasing. In this study we examine visits to three different retail websites to develop a typology of website visit behaviors and reveal factors that are associated with each visit type. We find four visit types that are consistent across all brands, which we label “touching base,” “search/deliberation,” “goal-directed,” and online shopping “cart-only” visits. One of the brands has an additional visit type we term “considered visits.” The type of visit a consumer makes is influenced by a combination of marketing channels, and their visit and purchase history with the brand. For example, shoppers that are directed to a retailer's website by clicking on a search engine link (paid or organic) are more likely to make visits that are associated with a purchase goal, while visits generated by an email are more likely to be just touching base. These findings provide marketers with a more refined understanding of the different ways consumers use their websites, and the factors associated with these visit behaviors.     

The roles of multiple channels in predicting website visits and purchases: Engagers versus closers

In today’s online environment, consumers and sellers interact through multiple channels such as email, search engines, banner ads, affiliate websites and comparison-shopping websites. In this paper, we investigate whether knowing the history of channels the consumer has used until a point of time is predictive of their future visit patterns and purchase conversions. We propose a model in which future visits and conversions are stochastically dependent on the channels a consumer used on their path up to a point. Salient features of our model are: (1) visits by consumers are allowed to be clustered, which enables separation of their visits into intra- and inter-session components, (2) interaction effects between channels where prior visits and conversions from channels impact future inter-session visits, intra-session visits and conversions through a latent variable reflecting the cumulative weighted inventory of prior visits, (3) each channel attracts inter-session and intra-session visits differently, (4) each channel has different association with conversion conditional on a customer’s arrival to the website through that channel, (5) each channel engages customers differently (i.e., keeps the customer alive for a next session or for a next visit within a session), (6) the channel from which there was an arrival in the previous session can have an enhanced ability to generate an arrival for the same channel in the current session (channel persistence), and (7) parsimonious specification for high dimensionality in a low-velocity, sparse-data environment. We estimate the model on easy-to-collect first-party data obtained from an online retailer selling a durable good and find that information on the identities of channels and incorporation of inter- and intra-session visits have significant predictive power for future visitation and conversion behavior. We find that some channels act as “closers” and others as “engagers”—consumers arriving through the former are more likely to make a purchase, while consumers arriving through the latter, even if they do not make a purchase, are more likely to visit again in the future or extend the current session. We also find that some channels engage customers more than others, and that there are interaction effects between the channels visited. Our estimates show that the effect of prior inventory of visits is different from the immediate prior visit, and that visit and purchase probabilities can increase or decrease based on the history of channels used. We discuss several managerial implications of the model including using the predictions of the model to aid in selecting customers for marketing actions and using the model to evaluate a policy change regarding the obscuring of channel information.     

Congruity's role in website attitude formation

Retailers with physical stores that also have an online presence (one form of multi-channel retailers) have unique challenges. Consumers bringing their prior attitudes towards the retailer to the site is one such challenge. However, researchers studying website issues focus only on consumers' evaluations of website characteristics, failing to account for how prior attitudes towards the firm and congruity of the website with the retailer's physical store image might affect information processing and attitude formation. The current study draws on categorization theory, by proposing that increases in the congruity between the retailer's known offline and their online presence should decrease the emphasis new visitors place on website characteristics (a piecemeal process) and increase the influence of their prior attitudes towards the firm (an attitude transfer process). Results support predictions and provide guidance for multi-channel retailers.     

What’s in a crowd? Exploring crowdsourced versus traditional customer participation in the innovation process

This study explores the emerging crowdsourcing phenomenon, that is, the outsourcing of idea generation to the product users (‘the crowd’), typically via online platforms to interact with many and diverse customers and glean valuable market insights. The study focuses on this phenomenon and the factors that determine the value of crowdsourced customer participation over more traditional market research methods. The authors present the results of an extensive, in-depth qualitative case-study analysis pertaining to the media industry. The authors find that crowdsourced customer participation is not consistently superior in enabling firms to discover how to serve their customers better. Instead, the results unearth a catalogue of seven interrelated value determinants that show where the boundaries of both crowdsourcing and traditional customer participation in innovation lie. These value determinants fall into three main categories: (1) innovation-specific value determinants, (2) firm-specific value determinants, and (3) managerial value determinants.     

Managing E-commerce Platform Quality and its Performance Implication: A Multiple-Group Structural Model Comparison

This study develops a comprehensive e-service quality measure of e-commerce platforms as intermediaries, which considers both the functionality of the website itself and the performance assessment of independent sellers. The study further investigates the joint impacts of both the attributes of e-commerce platforms and the performance of independent sellers on users’ online shopping experience: perceived online transaction value and the ensuing satisfaction. Finally, the study examines the effects of e-service quality on the outcome variables across two major e-commerce platforms as intermediaries, eBay and Amazon. The multiple-group structural model analysis provides important insights to understanding differing impacts of different quality components on shopping experiences across various online marketplaces. Theoretical and managerial implications are discussed.     

众包社区创意领地行为影响机制研究

在共享经济对社会资源重新分配的背景下,现有研究较多从技术嵌入、平台监管、社会网络等客观方面揭示众包社区创意领地行为的产生机制,文章则聚焦创意资源供给者的主观方面因素,探究社会价值取向、内群体认同对创意领地行为的影响以及网络面子意识在以上关系中的调节作用。研究结果表明：（1）众包社区成员的社会价值取向对其创意领地行为具有重要影响,其中亲自我创客比亲社会创客更可能实施创意领地行为;（2）社会价值取向通过内群体认同对创意领地行为产生影响;（3）网络面子意识不仅调节社会价值取向与内群体认同的直接关系,而且进一步调节社会价值取向通过内群体认同与创意领地行为的间接关系;（4）与网络面子意识较低的亲自我者相比,网络面子意识较高的亲自我者实施创意领地行为的倾向得到了显著改善,甚至转而进行创意分享和贡献,而网络面子意识对亲社会者的创意领地行为的影响效果却并不显著。     

Online determinants of e-customer satisfaction: application to website purchases in tourism

This paper examines the influence of four variables on online tourism customer satisfaction: website image perceptions, online routine, online knowledge, and customer innovativeness, and their simultaneous effects. The analysis gauges the moderating role of three socio-demographic characteristics: gender, age group, and educational background. A sample of 3188 regular online consumers of the Portuguese leader in the tourism sector was analyzed using structural equation modeling. Results show that website image, routine, and knowledge significantly influence e-customer satisfaction. Only gender moderates the impact of website knowledge on e-satisfaction. These results entail a better understanding of customer specificities, with practical actions for addressing their real needs and expectations.     

Using Amazon Mechanical Turk and other compensated crowdsourcing sites

Crowdsourcing is becoming recognized as a powerful tool that organizations can use in order to get work done, this by freelancers and non-employees. We conceptualize crowdsourcing as a subcategory of outsourcing, with compensated crowdsourcing representing situations in which individuals performing the work receive some sort of payment for accomplishing the organization's tasks. Herein, we discuss how sites that create a crowd, such as Amazon Mechanical Turk, can be powerful tools for business purposes. We highlight the general features of crowdsourcing sites, offering examples drawn from current crowdsourcing sites. We then examine the wide range of tasks that can be accomplished through crowdsourcing sites. Large online worker community websites and forums have been created around such crowdsourcing sites, and we describe the functions they generally play for crowdsourced workers. We also describe how these functions offer opportunities and challenges for organizations. We close by discussing major considerations organizations need to take into account when trying to harness the power of the crowd through compensated crowdsourcing sites.     

The work of mapping and the mapping of work: prosumer roles in crowdsourced maps

This paper presents an analysis of crowdsourcing work with a particular focus on exploring what forces and characteristics of the collaboration practices and technologies encourage and discourage prosumer work behaviours. Data were gathered through depth interviews with prosumers of a crowdsourced digital nautical map, observational netnographic research of prosumers on angling forums, and interviews and meetings with the map providers. Incorporating research on consumer work and prosumption, three distinct prosumer roles are identified based on how angling prosumers differentially produce and consume the crowdsourced maps. These roles show multiple behaviours along the prosumption continuum, and in so doing extend the continuum by introducing a second dimension – work as private versus public prosumer activity. It concludes by offering suggestions for marketers to engage with prosumers in crowdsourcing contexts.     

That׳s different! How consumers respond to retail website change

Change is an inevitability faced by retail managers with regard to their online presence, yet the impact of retail website change on consumers remains unknown. In this study, two types of retail website change are distinguished – task-relevant and non-task-relevant – and their impact on consumer emotion is examined. Results from an online experiment suggest that consumers’ perceptions of both types of change have distinct impacts on their emotional responses, although the effects differ between the types of change. Moreover, previous experience with the website is shown to have a key moderating role in the response to change.     

Acquiring customers through online marketplaces? The effect of marketplace sales on sales in a retailer's own channels

Online retailers are increasingly using third-party online marketplaces (e.g., Amazon, Taobao) as an alternative sales channel to their website. While cross-channel sales elasticities have been established for many sales channel combinations (e.g., adding bricks to clicks), we lack an understanding of whether the use of third-party marketplaces grows or cannibalizes a retailer's sales. Practitioners argue that firms can build their e-commerce business through acquiring customers by selling on the marketplace. Indeed, a marketplace could complement a retailer's offering (e.g., acquiring new customer segments), although inventory effects might mitigate this complementarity. Alternatively, cannibalization might occur from losing customers from one's website to the online marketplace. The present research investigates which of the two opposing forces prevails using a time series of category sales data from one of the largest global marketplace sellers. The authors use vector autoregressive modeling to show that marketplace sales increase sales on a retailer's website (0.014% for every 1% in marketplace sales). This effect is strongest for categories with large choice and low product prices. Acquiring customers through the marketplace might be cheaper than through other sources (estimated at 24% of initial sales). However, online retailers should be aware that this strategy strengthens the marketplace and may have potential negative long-term consequences (e.g., through marketplace control of the customer relationship).     

Crowdsourcing and open source software participation

Crowdsourcing is a phenomenon involving the use of volunteers to accomplish a goal or objective (often work). Individuals, businesses, and government agencies find it possible to harness the participation of volunteers to design products and complete project work. Simply stated, Open Source Software (OSS) is crowdsourcing applied to software development. OSS-based systems have become an important source of computing products, through operating systems such as Linux, Web services through Apache, or desktop environments such as Gnome. This study affords a through literature review developed within a discussion of the common motivations and relationships between crowdsourcing and OSS. It contributes to the literature by providing useful insights which researchers and organizations can utilize to leverage crowdsourcing and OSS concepts in addressing their efforts.     

旅行者渴望他们的旅程充满新奇

酒店电子营销计划的关键是网站,酒店网站对酒店发展前景和客人有强烈的影响,它必须不断将相关信息以正确的方式发送到各种移动和社交媒体平台中。旅行者会使用各种设备以各种不同的方式对酒店进行研究。如果酒店以旅游者喜欢的在线／社交／移动语言向他们发送消息,那么他们选择该酒店的机率就会增加。为了向客户及潜在的客人表示你关心他们并希望为他们服务,酒店营销人员将需要了解如何使用极具吸引力的内容来使他们的旅行变得浪漫。营造一个健康的网站并建立与客人之间的快乐关系的最佳处方,是要保持稳定剂量的新鲜内容。     

Determinants of website traffic: the case of European fashion apparel retailers

The globalization process together with the extraordinary growth in the use of Internet offer firms new growth opportunities. Retail firms are using a multichannel approach, involving the Internet, in their internationalization strategies. Website traffic as measured by unique users and online awareness is among the measures for assessing the success of the online channel. There is little evidence, however, linking website traffic and the characteristics of the retail multichannel internationalization process. In order to fill this gap, this paper analyses the factors explaining the retailer's international website traffic. Website traffic data for a sample of European fashion apparel retailers are modelled as dependent on characteristics of the organization and of its physical and virtual internationalization strategy. Following the results of several linear regression models, we infer the complementarity of online and offline channels in the international operation, as well as the contribution of social networks as traffic generators.     

What do Airbnb hosts reveal by posting photographs online and how does it affect their perceived trustworthiness?

The use of sellers' personal photographs online is ubiquitous in sharing economy platforms such as Airbnb. This paper addresses two questions. First, what type of personal photos do hosts choose to post on Airbnb? Second, which of the characteristics of their photos affects their perceived trustworthiness? We answer these questions by building a structural equation model of the relation between the characteristics of the photos and the perceived trustworthiness of the hosts. The antecedents of trust in this model were defined based on insights from psychology regarding first impressions. We found that the hosts' visual characteristics (e.g., gender) as revealed in their online photographs affect their perceived trustworthiness both directly and indirectly via attractiveness. We also found that image characteristics, which are not related directly to the traits of the host in the picture (e.g., photograph quality), play a significant role in trust inference. Interestingly, the hosts' choices of their personal photos suggest that they may not be aware of these effects.     

Where is the power in numbers? Understanding firm and consumer power when crowdsourcing

This work utilizes the theory of social power as a lens through which to analyze the power structure of firms and consumers involved in crowdsourcing and discusses the managerial implications of this power balance. The results of this analysis reveal how power is structured differently in each form of crowdsourcing, with consumer power being strongest in the case of idea crowdsourcing and weakest in the case of microtask crowdsourcing. These differences in power have implications for managers who initiate and maintain crowdsourcing endeavors. Understanding the structure of consumer power in different types of crowdsourcing allows firms to better prepare for the wide range of possible outcomes as consumers inevitably push their own agendas regardless of whether or not these agendas are aligned with those of the firm.     

Online Purchase Paths and Conversion Dynamics across Multiple Websites

Low transportation costs online allow shoppers to visit multiple e-commerce sites for a purchase decision. This research investigates online shoppers’ visit and purchase behaviors across competing websites. To consider that shoppers’ longitudinal cross-site visit data may consist of several unobserved shopping episodes, we propose a modeling approach to probabilistically clustering and relating online visits to latent shopping episodes, based on the temporal patterns of the visit events. The inferences are then used to examine shoppers’ visit-to-purchase behavior across websites. Using Internet clickstream data on individual-level browsing and transaction records at major air travel sites, we find that online shoppers’ cross-site visit patterns tend to be clustered and the purchase propensity is significantly higher at later visits within a visit cluster, compared to earlier visits. As our results suggest the possibility that visit clusters can serve as a reasonable proxy for shopping episodes, we look further into shoppers’ website choice and purchase behaviors within a cluster. We discuss how the cluster-based analysis can help managers tailor online marketing and advertising strategies based on shoppers’ cross-site visit and purchase patterns.     

Sensor-based entrepreneurship: A framework for developing new products and services

As the Internet of Things (IoT) begins to dominate the technology landscape, there will be new products and services that will become technically and financially feasible. Internet technologies and advancements in social interaction tools have led to an increase in the use of the crowd as a provider of business solutions. Yet, we have seen a mere fraction of the possibilities of crowdsourcing technologies. This is because most of the development, discussion, and research around crowdsourcing has focused on active-input crowdsourcing. However, the real transformative pressure will come from passive sources of data generated primarily by developing and growing sensor technologies. This next generation of crowdsourcing will be a game changer for entrepreneurial opportunities. As crowdsourcing systems proliferate, more input will be acquired from sensors, artificial intelligence, bots, and other devices. As a result of this explosion, the variety of product and service opportunities will swell as entrepreneurs become more aware of technologies merging—such as the combination of crowdsourcing, sensors, and big data into a new type of entrepreneurship: sensor-based entrepreneurship. The purpose of this research is to contribute by (1) clarifying the next generation of crowdsourcing and (2) developing and presenting a framework to help sensor-based entrepreneurs plan, develop, and map their new products and services.     

Is self-knowledge the ultimate prize? A quantitative analysis of participation choice in online ideation crowdsourcing contests

Online crowdsourcing contests are a nascent but rapidly growing method among marketers and retailers to generate and solicit creative ideas. In two studies – a dynamic model with scraped data from a well-known crowdsourcing platform using Python (study 1) and a survey among real participants in online contests with conjoint analysis (study 2) – we explore how multiple design parameters influence participation in online contests. Our empirical results support the notion that both extrinsically (i.e., prize money) and intrinsically (i.e., feedback) motivating parameters can generate value for participants (i.e., expected utility). Comparatively, however, we find evidence that intrinsically motivating design parameters that provide self-relevant feedback (i.e., feedback from organizer) can be more impactful than extrinsically motivating design parameters (i.e., award size). We also show novel time-dependent effects: as a contest nears its end, important design parameters shift in their effects on participation rates— their role over time is non-monotonic. In particular, the effect of award size becomes non-significant, but feedback remains impactful. Our findings contribute to the crowdsourcing literature, especially regarding how self-knowledge (e.g., self-efficacy) affects utility and consumer co-creation through contest participation over time; the findings also can help retail managers and marketers enhance participation in idea contests.     

Online search – Online purchase in franchising: An empirical analysis of franchisor website functionality

The aim of this paper is to characterize franchisors’ e-commerce strategies by studying their website functionality. Franchisors can use their website to facilitate consumer search. They can also provide content and tools to promote online purchasing (e.g., promotion codes, online payment, delivery options). Why are some franchisor websites more “search oriented”? What are the factors that influence the provision of informational tools and/or transactional tools? This empirical study is based on a detailed observation of 130 e-commerce websites of franchisors operating their chains in the French market.