...Stephen Hampton; A. Lynn Matthews; Kalynn Coy Purpose This study aims to examine how quantitative star ratings, qualitative reviews of the service process and qualitative reviews of service outcomes uniquely impact consumer purchase intentions, particularly when online reviews are not monotonic...

... to investigate the effects of the marketing elements of live-streaming commerce on consumers’ purchase intentions. Design/methodology/approach The research model is derived from the Yale model and the benefit–risk framework. To test the study hypotheses, data were collected through a questionnaire survey...

... Internal marketing Customer service Social marketing E-commerce live streaming Information quality Interaction quality Swift guanxi Purchase intention With the increasing popularity of information communication and network technology, e-services are playing an increasingly important role...

...) argued that factors include privacy issues and lack of reliability affects online trust, which in turn, affect several behavioural outcomes such as purchase intention leads to actual purchase. Hong (2015 , p. 322) argued that “consumer’s trust expectation in an online merchant is a predictor...

...Xuehua Wang Purpose This study aims to investigate the effects of inconsistent word‐of‐mouth on service quality perception and purchase intention during the service encounter. Design/methodology/approach A pilot study and a subsequent formal experiment with six scenarios were designed to test...