The Role of the Mangement Sciences in Research on Personalization

We present a review of research studies that deal with personalization. We synthesize current knowledge about these areas, and identify issues that we envision will be of interest to researchers working in the management sciences. We take an interdisciplinary approach that spans the areas of economics, marketing, information technology, and operations. We present an overarching framework for personalization that allows us to identify key players in the personalization process, as well as, the key stages of personalization. The framework enables us to examine the strategic role of personalization in the interactions between a firm and other key players in the firm's value system. We review extant literature in the strategic behavior of firms, and discuss opportunities for analytical and empirical research in this regard. Next, we examine how a firm can learn a customer's preferences, which is one of the key components of the personalization process. We use a utility-based approach to formalize such preference functions, and to understand how these preference functions could be learnt based on a customer's interactions with a firm. We identify well-established techniques in management sciences that can be gainfully employed in future research on personalization.CRM, Persoanlization, Marketing, e-commerce,

Developing consumer-based service brand equity via the internet: The role of personalization and trialability

The commercialization of the Internet has provided opportunities for building service brands in the minds of consumers. Services are characterized as intangible, heterogeneous, inseparable, and perishable features that often engender high information costs and, hence, low perceived value to potential consumers. When a service is available via the Interneta medium that can subdivide and rebuild the service into personalized offeringspotential consumers become better informed in advance of what the service provides. The Internet also permits most services to be trialable before consumption. These new features, empowered by the Internet, have important implications for what we call consumer-based service brand equity (CSBE), the value that potential consumers assign to a service brand. This article investigates the effects of service personalization and trialability on the development of CSBE of Internet banking service, a typical service available via the Internet. Results from a laboratory experiment indicate that both service personalization and trialability have significant positive influences on the development of the CSBE of an Internet banking service brand. While personalization was found to indirectly influence CSBE development by mediating the perceived benefits of the brand, trialability exerted both a direct and an indirect effect. Trialability developed the brand's CSBE by first mediating the information through gathering cost savings and then the perceived benefits of the brand. Implications of the study's results are discussed.published_or_final_versio

The role of information for the customer journey in mobile food ordering apps

Rita, P., Eiriz, V., & Conde, B. (2022). The role of information for the customer journey in mobile food ordering apps. Journal Of Services Marketing. https://doi.org/10.1108/JSM-11-2021-0407Purpose This study aims to determine how to influence the customer journey of mobile food ordering applications (MFOAs) users. It researches how available information could influence customers’ intention to use MFOAs platforms in the prepurchase stage and explores the potential of personalized information to improve customer satisfaction with these services in the postpurchase stage. Design/methodology/approach This research followed a mixed design, combining qualitative (focus groups) and quantitative (online survey) research and using both content analysis and partial least squares structural equation modeling. Findings Two types of available information (firm-generated information and online customer reviews) had a positive influence on the behavioral intention to use MFOAs. Additionally, findings showed that different web personalization strategies, namely, content personalization, functional personalization and system-driven personalization, were useful tools to create customer satisfaction with this type of platform. Research limitations/implications The study discusses limitations regarding the sample and sampling process, indicator variables and measures. Practical implications The present research provides actionable insights for online food delivery providers. Originality/value This study addresses a research gap in the literature and provides a novel and richer understanding of customer behavior toward mobile food delivery platforms. Also, it adds to the personalization research by identifying and testing a range of web personalization strategies. Keywordsauthorsversionepub_ahead_of_prin

Performance measures of net-enabled hypercompetitive industries: the case of tourism

This paper investigates the theory and practise of e-metrics. It examines the tourism sector as one of the most successful sectors on-line and identifies best practice in the industry. Qualitative research with top e-Marketing executives demonstrates the usage and satisfaction levels from current e-metrics deployment, selection of e-metrics for ROI calculation as well as intention of new e-metrics implementation and future trends and developments. This paper concludes that tourism organizations gradually realise the value of e-measurement and are willing to implement e-metrics to enable them evaluate the effectiveness of their planning processes and assess their results against their short and the long term objectives

TOWARD AN UNDERSTANDING WHY USERS ENGAGE IN M-COMMERCE

This paper’s aim is to review the existing literature in M-Commerce adoption and propose a research model to examine the necessary factors for users to engage in mobile or M-Commerce. First, the stages of commerce are discussed and defined followed by a review of the Technology Acceptance Model and its application for E-Commerce and M-Commerce. Next is an examination of the antecedents and success factors needed for M-Commerce success. Finally, this paper offers a proposed research model for M-Commerce adoption

Transaction-Driven Personalization: The Moderating Effects of Personality Traits

With transaction-driven personalization engines online merchants can use knowledge gained from an individual customer’s past transactions to match web content to the customer’s individual interests and preferences. Prior research in this area has focused on how to maximize knowledge mined from transaction logs to generate recommendations which are highly similar to the individual’s past preferences. However, it remains an empirical question as to whether a recommendation closely matched with previous transactions is most likely to influence choice behavior? In this study, we postulate that a recommendation closely matched with previous transactions may not be the most efficient in biasing an individual. In the consideration and choice process, an individual’s personality traits play a pivotal role in moderating the effect of personalized content. Drawing on prior work in marketing, we examine two key personality traits, need for cognition and variety seeking, and explore their effects on choice behavior in the context of transaction-driven personalization. Research hypotheses are tested using 2,294 pre-selected subjects in an online field experiment based on a ring tone download website. Our findings establish that personality traits of an individual moderate content consideration and choice. Theoretical and practical implications of the findings are discussed

THE INFLUENCE OF SOCIAL PRESENCE ON EVALUATING PERSONALIZED RECOMMENDER SYSTEMS

Providing recommendations is acknowledged as an important feature of a business-to-consumer online storefront. Although many studies have been conducted the algorithms and operational procedures relating to personalized recommender systems, empirical evidence demonstrating relationships between social presence and two important outcomes of evaluating recommender systems, reuse intention and trust, remains lacking. To test the existence of a causal link between social presence and reuse intention, and the mediating role of trust between these two variables, this study conducted experiments varying the levels of social presence while providing personalized recommendations to users based on their explicit preferences. This study also compared these effects in two different product contexts: hedonic and utilitarian products. Interactions of social presence and customer reviews were also investigated in these experiments. The results show that higher social presence increases both reuse intention and trust in recommender systems. In addition, the influence of social presence on reuse intention in the context of recommending utilitarian products is less than that in the context of recommending hedonic products

DEVELOPING AND VALIDATING A QUALITY ASSESSMENT SCALE FOR WEB PORTALS

The Web portals business model has spread rapidly over the last few years. Despite this, there have been very few scholarly findings about which services and characteristics make a Web site a portal and which dimensions determine the customers’ evaluation of the portal’s quality. Taking the example of financial portals, the authors develop a theoretical framework of the Web portal quality construct by determining the number and nature of corresponding dimensions, which are: security and trust, basic services quality, cross-buying services quality, added values, transaction support and relationship quality. To measure the six portal quality dimensions, multi item measurement scales are developed and validated.Construct Validation, Customer Retention, E-Banking, E- Loyalty, Service Quality, Web Portals