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作者：Cheng, Huai-Tzu; Pan, Yang; Hirschheim, Rudy
作者单位：Montana State University System; Montana State University Bozeman; Tulane University; Louisiana State University System; Louisiana State University
摘要：Firms are rapidly adopting social media platforms to optimize their customer service operations. Given the central role of social media as a primary point of contact with customers and the critical importance of maintaining high levels of customer satisfaction, it is imperative to craft positive experiences during service interactions. To enhance customer interaction with a personal touch, U.S. telecom giant T-Mobile replaced standardized profiles with personal profiles for its social media cu...
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作者：Zhang, Yu; Huang, Min; Yue, Xiaohang; Tian, Lin
作者单位：Northeastern University - China; Fudan University; Northeastern University - China; University of Wisconsin System; University of Wisconsin Milwaukee
摘要：With the rapid development of the sharing economy, many traditional manufacturers gravitate toward the paradigm shift to embrace product/service sharing with B2C (i.e., business-to-consumer) and P2P (i.e., peer-to-peer) sharing models. We develop a duopoly model to investigate the strategic decisions of competing manufacturers regarding three product-sharing strategies: no-sharing (i.e., sales-only), P2P sharing (i.e., sharing products on a P2P platform in addition to sales), and B2C sharing (...
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作者：Xie, Si; Sharma, Siddhartha; Mehra, Amit
作者单位：George Mason University; Indiana University System; Indiana University Bloomington; IU Kelley School of Business; University of Texas System; University of Texas Dallas
摘要：Livestream e-commerce has emerged as a novel way to promote and sell products. This channel differs from existing promotion channels like TV/online video advertising because viewers voluntarily consume the content on this channel and are highly engaged due to social interactivity with the livestreamer and other viewers. A key design aspect of product promotions is the duration for which a product is presented during a livestream session. In this article, we empirically study the impact of prod...
