Using instant refunds to improve online return experiences

In the online return context, offering the consumer a satisfactory return experience is critical to an online seller's success. However, little is known about how online sellers can improve consumers' online return experience. This research examines whether an instant refund service can improve the online return experience. To obtain a comprehensive view of the outcomes of using an instant refund service, this paper also examines how the use of an instant refund affects several pivotal consumer responses. Study 1 analyzed the effects of an instant refund service on consumer responses in a post-purchase pre-return scenario, and Study 2 analyzed the effects of instant refunds on a set of key variables in a post-purchase post-return scenario, including satisfaction with the online return experience. For each study, the hypotheses of the effects of an instant refund on consumer responses were discussed, and a one-factor (instant refund service, yes vs. no) between-subject scenario experiment (with an additional related experiment in study 1) was conducted, using online panel data from Wjx.cn. One-way ANOVA was used to test the hypotheses. It is concluded that an instant refund service increases consumer satisfaction with the experience and improves other consumer responses. In terms of potential side-effects, instant refunds are not significantly associated with stronger product return intentions. These findings can help online sellers decide whether to evolve their conventional refund mode to a new instant refund mode.     

Well-being and doctor visits: The mediating role of a healthy diet

Subjective well-being is associated with many positive health outcomes. However, little is known about whether these favourable outcomes translate into a reduction in the number of doctor visits. Using large-scale panel data from Australia, we find that individuals with high life satisfaction need fewer visits to their family doctor or general practitioner. We also present evidence on the pathways underlying this relationship, showing it is significantly explained by a person's diet. These findings remain after correcting for sample selection bias using Heckman's approach as well as controlling for various confounding factors.     

Online shopping continuance after COVID-19: A comparison of Canada,Germany and the United States

The COVID-19 pandemic brought about an increase in online shopping because of government-imposed restrictions and consumer anxiety over the potential health risk associated with in-store shopping. By end of 2021, many health concerns had been alleviated through efforts such as vaccinations and reductions in hospitalizations in certain countries. Some governments started to relax their restrictions and consumers started to return to in-store shopping, creating the possibility that the volume of online shopping would decrease once stores reopened. However, consumers may continue to shop online more than they did prior to the pandemic because of their experience during the lockdown. This study seeks to understand the factors that explain the potential of online shopping continuance. A novel model is constructed by extending ES-QUAL, and adding hedonic motivation, social shopping and health susceptibility as mediators. Empirical data is collected from Canada, Germany and the US. We find that convenience and efficiency, as well as security for some females, are important factors contributing to online shopping's perceived usefulness and, ultimately, intentions to continue shopping online. In addition, creating an enjoyable online shopping experience adds to these continuance intentions.     

Social effects of topic propagation on Weibo

Weibo, China’s largest microblogging platform, has become one of the key information-sharing platforms in modern society. This study examines topic propagation in relation to microblogging from the perspective of the “peer effect.” Using data of hot topics from Weibo, we analyze how the social effect and propagation pathway influence the topic propagation process. We propose a spatial and temporal heterogeneity diffusion model that includes endogenous and exogenous social effects and is based on but different from the Bass diffusion model. We find that most propagation pathways end after a single level of propagation. The endogenous social effect in microblogs primarily influences the inflow of topics. Such endogenous social effect, combined with the multiplier effect, motivates most users to share a microblog topic in a short period of time. The exogenous social effect primarily influences the outflow of topics, and therefore, the microblog topics of a small number of popular users’ account for most of the share volume. Our results are robust to potential serial correlation, reflection problem, and potential self-selection due to user status.The findings reveal that group characteristics affect individuals’ behaviors and choices in relation to the topic propagation process on microblogging platforms. The use of a spatial and temporal heterogeneity diffusion model and the robustness of the analysis process provide new information for scholars in this field.     

Online food delivery companies' performance and consumers expectations during Covid-19: An investigation using machine learning approach

Online food delivery (OFD) businesses flourished during COVID-19; however, OFD companies experienced different challenges and customers' expectations. This paper uses social media data to explore OFD companies' performance and customers' expectations during the COVID-19 pandemic. The most important topics in developed and developing countries are identified using machine learning. Results show that customers in India are more concerned about social responsibility, while financial aspects are more important in the US. Overall, customers in India are more satisfied with OFD companies during the COVID-19 pandemic than the US customers. We further find that factors such as OFD companies' brand, market size, country, and COVID-19 waves play a crucial role in moderating customer sentiment. The results of the study offer several managerial insights.     

Developing and validating a multidisciplinary scale of E-retailing website elements

The purpose of this article is to theoretically identify the salient elements of e-retailing websites and empirically verify them through a rigorous scale development process. A mixed method approach was followed to achieve these objectives: a qualitative (content analysis) and a quantitative approach (factorial and confirmatory surveys). Three findings emerge from the current study. First: this study provides sound empirical support for e-retailing website elements as a high-order construct that consists of eight first-order factors. Second, the current research suggests that the measurement instrument for e-retailing website elements, which contains 54 items, is a valid and reliable using the following factors: hedonic website design elements, technical website design elements, website experiential elements, website relational elements, product-related elements, order-related elements, security-related elements and social media presence. Third, the proposed measurement instrument of e-retailing website elements strongly predicts e-satisfaction and e-trust. The key contribution of this study stems from developing and validating a multidisciplinary scale that synthesizes and integrates the major perspectives of e-retailing website elements.     

货币政策、利率联动效应与银行风险承担

守住不发生系统性金融风险底线，关键在于宏观货币政策与微观银行体系。在人民币国际化背景下，基于货币政策的银行风险承担渠道以及17家银行的非平衡动态面板数据，通过构建中介效应模型，实证检验了在岸离岸人民币利率联动在货币政策银行风险承担传导机制中的中介效应。研究发现，宽松的货币政策提高了银行风险承担水平；利率联动在宽松货币政策的银行风险承担渠道中发挥了完全中介效应，但在期限、渠道与微观特质三维度上呈现显著异质性。研究结论对于全面考察货币政策通过利率联动效应影响银行风险承担的核心逻辑、实时监测预警利率联动冲击下的银行风险承担水平、妥善解决“大而不能倒”风险等提供了有益的启示。     

The impact of COVID-19 on the evolution of online retail: The pandemic as a window of opportunity

Pandemic-related shocks have induced an unexpected volatility into the evolution of online sales, making it difficult for retailers to cope with frequently occurring, drastic changes in demand. Relying on a socio-technical approach, the purpose of this paper is to (a) offer a deeper insight into the driving forces of online sales during the pandemic, and (b) investigate whether pandemic-related shocks accelerate the long-term growth of online retail. Novel, high-frequency data on GPS-based population mobility and government stringency is used to demonstrate how time spent in residential areas and governmental restrictions drive the monthly evolution of online sales in 23 countries. We deconstruct these effects into three main phases: lure-in, lock-in, and phase-out. Lastly, using time series analysis, we show that the pandemic has induced a level shift into the long-term growth trend of the online retail sector in the majority of countries investigated.     

What online game spectators want from their twitch streamers: Flow and well-being perspectives

Over the last five years, live-streaming platforms, such as Twitch and YouTube, have been dramatically developed and used for individuals' broadcast of digital content, including online video games. Consequently, online game live-streamers have played an important role in the business industry (e.g., advertisements) as well as the online video game industry. By focusing on this context, this study identifies streamer attributes and live-streaming mobile application attributes, and examines how each attribute influences spectators’ flow experience, psychological well-being, commitment, and loyalty toward their favorite streamer. Based on the cognitive appraisal theory and social media influencer literature, the authors classify streamer attributes (i.e., friendship, interaction, and streamer skills) and live-streaming mobile application attributes (i.e., perceived usefulness, technology & functional quality, convenience, and security quality) in the context of Twitch. The data were collected from Twitch users in the United States via two waves. The empirical findings indicated: (1) friendship, technology & functional quality, convenience, and security quality significantly affected flow experience; (2) friendship, streamer skills, convenience, and security quality significantly influenced psychological well-being; (3) flow experience significantly impacted commitment and loyalty; (4) psychological well-being had a significant effect on commitment; and (5) commitment significantly affected loyalty. The empirical findings of this study provide meaningful implications to scholars and practitioners in the social media and online video game contexts.     

Teaching in the right context: Textbook supply program,language, and learning

An ethnic gap in education is prevalent around the world. This remains the case in Vietnam, a country that has achieved phenomenal economic growth and raised the educational attainment of the public. This paper examines the impact of language policy reorientation represented by the textbook supply program in Vietnam on the ethnic gap in children's learning measured by a vocabulary test. Applying difference-in-differences estimation to the Young Lives data between 2006 and 2015, we show that the program became more effective in narrowing the ethnic gap as the education policy became reoriented toward ethnic minority children. A causal mediation analysis reveals that increased study time is possibly a moderate mediator through which the language policy reorientation helped narrow the ethnic gap for the young cohort over and above the direct impact, but this was not the case for the old cohort. This paper, therefore, alludes to the importance of delivering learning materials carefully designed for the target group to bring about meaningful behavioral changes. It also underscores the importance of teaching in the right context, corroborating the findings from recent studies on teaching at the right level.