Enabled by Web 2.0 technologies, online social media in the forms of discussion forums, message boards, and blogs has become a prevalent channe lof communication for consumers and businesses. Online social media allows consumers to share their product opinions and experience at an unprecedented...

As one of the prominent areas of FinTech, mobile payment is increasingly accepted by more and more consumers. To investigate consumer mobile payment adoption behavior, we develop a Bayesian learning structural model using a rich data set from JD.com, the largest direct selling online retailer in...

Product-harm crises often result in product recalls that can have a significant impact on a firm’s reputation, sales, and financial value. In managing the recall process, some firms adopt a proactive strategy in responding to consumer complaints while others are more passive. In this study, we...

Networks and the embedded relationships are critical determinants of how people communicate and form beliefs. The explosion of social media has significantly increased the scope and impact of social learning among consumers. This paper studies observational learning in networks of friends versus...

Ad platforms such as Google and Meta have dominated the digital advertising market for years. However, brands have long been concerned about the advertising efficacy on ad platforms, especially given the skyrocketing advertising costs in recent years. In this study, we examine whether the...

Social media provide an unparalleled platform for consumers to publicize their personal evaluations of purchased products and thus facilitate word-of-mouth communication. This paper examines relationships between consumer posting behavior and marketing variables - such as product price and...

This research conducts a first empirical investigation into the effect of mobile social app usage on consumers’ decisions to visit offline stores, and how such an effect varies across consumers and carries over time. Our analysis combines a dataset of mobile app usage at the individual...

Product photos are a very important part of product presentations in online shopping that directly aid consumers’ understanding of products. Previous studies have shown photo aesthetics matter to consumers. With the advances of image-processing and machine learning techniques, we are able to...

Retailers face the last-mile problem of delivering ordered items to customers’ homes. To this end, they increasingly invest in building their own delivery services (ODS). How does this shift to ODS affect customers’ behaviors and sales performance? Why do retailers go beyond their core...

Consumer choice is influenced in a direct and meaningful way by the actions taken by others. These “actions” range from face-to-face recommendations from a friend to the passive observation of what a stranger is wearing. We refer to the set of such contexts as “social interactions” (SI)....