How Task-Facilitative Interactive Tools Foster Buyers’ Trust in Online Retailers: A Process View of Trust Development in the Electronic Marketplace

While there is a sustained interest in research focusing on issues relating to trust development in the electronic marketplace, significant gaps remain in the literature. In particular, little is known of the underlying processes that may be occurring in online trust development. For example, research suggests that factors such as site design and navigability are among the factors that impact trust perceptions. Extant literature, however, is largely silent about why certain trust-related effects are observed in online environments. In this paper, we propose a new process-centric perspective for understanding the formation of online trust—through buyer's assessment of the e-retailer's assistive intent, implicitly embedded in task-facilitative interactive tools. Specifically, we develop and test a model delineating the relationship between seller's provision of interactive product information management and product information comprehension tools, buyer's perceptions of seller's assistive intent, and buyer's initial trust in the seller. The results of two studies provide support for the trust-enhancing effects of task-facilitative informational tools and the mediating role of buyer's perceptions of seller's assistive intent. Importantly, these effects occur without any explicit expressions of seller's intentions. The results also suggest that the efficacy of interactive informational tools in engendering perceptions of seller's assistive intent, and hence trust, varies with the buyer's level of involvement with and knowledge of the product category.     

A methodology for managing risk in electronic transactions over the Internet

The explosive growth of the Internet has made possible an economic transformation in which commerce will become largely electronic. In this vision, the medium of communication and negotiation becomes a distributed network of computers equipped with robust, secure and trusted “cash” mechanisms. It is thus of paramount importance to design mechanisms that will ensure timely and reliable transactions in cyberspace. In this paper we present a methodology for quantitatively managing the risk and cost of executing transactions in a distributed network environment by exploiting an analogy with modern financial portfolio theory. We illustrate the methodology with several concrete examples under different pricing schemes, as well as with empirical measurements of Internet traffic. This revised version was published online in June 2006 with corrections to the Cover Date.     

Rationing in IPOs

We provide a model of bookbuilding in IPOs, in which the issuer can choose to ration shares. Before informed investors submit their bids, they know that, in the aggregate, winning bidders will receive only a fraction of their demand. We demonstrate that this mitigates the winners curse, that is, the incentive of bidders to shade their bids. It leads to more aggressive bidding, to the extent that rationing can be revenue-enhancing. In a parametric example, we characterize bid and revenue functions, and the optimal degree of rationing. We show that, when investors information is diffuse, maximal rationing is optimal. Conversely, when their information is concentrated, the seller should not ration shares. We provide testable predictions on bid dispersion and the degree of rationing. Our model reconciles the documented anomaly that higher bidders in IPOs do not necessarily receive higher allocations.     

Success-producer and failure-preventer marketing skills: A social learning theory interpretation

This study examines organizations that emphasize differing types of marketing skills. It is based on a national survey of Health Maintenance Organizations. The organizations are first classified into groups based on their distinctive marketing skill configurations. Six groups were identified. Next, differences between these organization types are examined with respect to organization strategy, characteristics of the chief marketing executive, organizational environment, and performance. These results suggest that more successful organizations develop particular constellations of marketing skills. The results generally appear consistent with a social learning theory perspective on marketing skill development.     

New technology and training: Missed opportunities

This article identifies the avenues used by UK firms to acquire the work skills needed to operate the new technologies. Having found that retraining is the most popular avenue, the author turns to issues such as who identified the retraining needs, how they were met and with what degree of success. In the process, disturbing tendencies are discovered.     

Managing knowledge in industrial markets: New dimensions and challenges

Managing knowledge in industrial markets has become an increasingly important task in the last 10 years. Many industrial firms paid little attention to the topic, since it was felt that knowledge was easily handled internally and was a simple process. The growth of information technology that centered on the collection, analysis and dissemination of information during the 1990's and early 2000's has necessitated that managing knowledge be taken seriously by industrial marketing managers. By doing so industrial firms can make available increased knowledge content in the development and provision of products and services to industrial marketing managers on all levels of the firm, achieve shorter new product development cycles, and facilitate and manage organizational innovation and learning. This article outlines the new dimensions in knowledge management in industrial marketing that are important for industrial managers, academic researchers, and business firms to understand for the future.     

Employee experience –the missing link for engaging employees: Insights from an MNE's AI-based HR ecosystem

Analyzing multiple data sources from a global information technology (IT) consulting multinational enterprise (MNE), this research unpacks the configuration of a digitalized HR ecosystem of artificial intelligence(AI)-assisted human resource management (HRM) applications and HR platforms. This study develops a novel theoretical framework mapping the nature and purpose of a digitalized AI-assisted HR ecosystem for delivering exceptional employee experience (EX), an antecedent to employee engagement (EE). Employing the theoretical lenses of EX, EE, AI-mediated social exchange, and engagement platforms, this study's overarching aim of this article is to establish how AI-assisted HRM fits into an organization's ecosystem and, second, how it impacts EX and EE. Our findings show that AI-assisted applications for HRM enhance EX and, thus, EE. We also see increases in employee productivity and HR function's effectiveness. Implications for research and practice are also discussed.     

Attitudes toward protecting endangered species: The impact of perceived physical attractiveness of animals and political ideology

The current research examined how the perceived physical attractiveness (by humans) of an endangered species, the Dead Leaf Butterfly (Kallima inachus), political orientation, and political ideology impacted participants' attitudes toward supporting and protecting a species. Three experiments were conducted where the physical attractiveness of the Dead Leaf Butterfly was manipulated. Two of the experiments used a representative American sample, while one of the experiments used a Polish sample. In all three studies: (1) Participants rated the Dead Leaf Butterfly as more physically attractive when its wings were open and displayed a black apex, an orange discal band, and a deep blue base than when its wings were closed and resembled a dried leaf with dark veins; and (2) those who scored high in humanitarianism-egalitarianism provided more support for protection from harm for the Dead Leaf Butterfly compared to those who scored low in humanitarianism-egalitarianism. Only in the studies where Americans participated did we find (1) those who were politically liberal indicated more support for the Dead Leaf Butterfly regardless of physical attractiveness as compared to those who were politically conservative, and (2) those who scored low in right-wing authoritarianism provided more support for protection from harm for the Dead Leaf Butterfly compared to those who scored high in right-wing authoritarianism. The differences observed between the American and Polish samples suggest that environmental attitudes are more polarized in the United States compared to Poland. These studies advance our knowledge of how attitudes toward animals are affected by the polarization of political attitudes toward the environment and provide insight for marketers when creating marketing strategies and designing appropriate messaging.