{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2025,11,30]],"date-time":"2025-11-30T09:14:09Z","timestamp":1764494049510,"version":"3.37.3"},"reference-count":46,"publisher":"Springer Science and Business Media LLC","issue":"1-2","license":[{"start":{"date-parts":[[2018,7,24]],"date-time":"2018-07-24T00:00:00Z","timestamp":1532390400000},"content-version":"tdm","delay-in-days":0,"URL":"http:\/\/www.springer.com\/tdm"},{"start":{"date-parts":[[2018,7,24]],"date-time":"2018-07-24T00:00:00Z","timestamp":1532390400000},"content-version":"vor","delay-in-days":0,"URL":"http:\/\/www.springer.com\/tdm"}],"funder":[{"DOI":"10.13039\/501100001809","name":"National Natural Science Foundation of China","doi-asserted-by":"publisher","award":["71601176"],"award-info":[{"award-number":["71601176"]}],"id":[{"id":"10.13039\/501100001809","id-type":"DOI","asserted-by":"publisher"}]}],"content-domain":{"domain":["link.springer.com"],"crossmark-restriction":false},"short-container-title":["Ann Oper Res"],"published-print":{"date-parts":[[2020,8]]},"DOI":"10.1007\/s10479-018-2979-8","type":"journal-article","created":{"date-parts":[[2018,7,24]],"date-time":"2018-07-24T05:15:42Z","timestamp":1532409342000},"page":"59-81","update-policy":"https:\/\/doi.org\/10.1007\/springer_crossmark_policy","source":"Crossref","is-referenced-by-count":12,"title":["Enhancing e-platform business by customer service systems: a multi-methodological case study on Ali Wangwang instant message\u2019s impacts on TaoBao"],"prefix":"10.1007","volume":"291","author":[{"given":"Ya-Jun","family":"Cai","sequence":"first","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Yingjia","family":"Wang","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"ORCID":"https:\/\/orcid.org\/0000-0002-1531-2117","authenticated-orcid":false,"given":"Juzhi","family":"Zhang","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"297","published-online":{"date-parts":[[2018,7,24]]},"reference":[{"key":"2979_CR1","doi-asserted-by":"crossref","first-page":"634","DOI":"10.1007\/s11747-009-0178-5","volume":"38","author":"M Adjei","year":"2009","unstructured":"Adjei, M., Noble, S., & Noble, C. (2009). The influence of C2C communications in online brand communities on customer purchase behavior. Journal of the Academy of Marketing Science,38, 634\u2013653.","journal-title":"Journal of the Academy of Marketing Science"},{"issue":"4","key":"2979_CR2","doi-asserted-by":"crossref","first-page":"405","DOI":"10.1016\/j.elerap.2004.05.001","volume":"3","author":"T Ahn","year":"2004","unstructured":"Ahn, T., Ryu, S., & Han, I. (2004). The impact of the online and offline features on the user acceptance of Internet shopping malls. Electronic Commerce Research and Applications,3(4), 405\u2013420.","journal-title":"Electronic Commerce Research and Applications"},{"issue":"1","key":"2979_CR3","doi-asserted-by":"crossref","first-page":"107","DOI":"10.3401\/poms.1070.0006","volume":"17","author":"S Ba","year":"2008","unstructured":"Ba, S., & Johansson, W. C. (2008). An exploratory study of the impact of e-service process on online customer satisfaction. Production and Operations Management,17(1), 107\u2013119.","journal-title":"Production and Operations Management"},{"issue":"1","key":"2979_CR4","doi-asserted-by":"crossref","first-page":"99","DOI":"10.1177\/014920639101700108","volume":"17","author":"J Barney","year":"1991","unstructured":"Barney, J. (1991). Firm resources and sustained competitive advantage. Journal of Management,17(1), 99\u2013120.","journal-title":"Journal of Management"},{"key":"2979_CR5","doi-asserted-by":"crossref","first-page":"138","DOI":"10.1177\/0092070300281013","volume":"28","author":"M Bitner","year":"2000","unstructured":"Bitner, M., Brown, S., & Meuter, M. (2000). Technology infusion in service encounters. Journal of the Academy of Marketing Science,28, 138\u2013149.","journal-title":"Journal of the Academy of Marketing Science"},{"issue":"2","key":"2979_CR6","doi-asserted-by":"crossref","first-page":"485","DOI":"10.1142\/S0219622017500444","volume":"17","author":"A Castro-Lopez","year":"2018","unstructured":"Castro-Lopez, A., Puente, J., & Vazquez-Casielles, R. (2018). E-service quality model for Spanish textile and fashion Sector: Positioning analysis and B2C ranking by F-topsis. International Journal of Information Technology and Decision Making,17(2), 485\u2013512.","journal-title":"International Journal of Information Technology and Decision Making"},{"issue":"1","key":"2979_CR7","doi-asserted-by":"crossref","first-page":"35","DOI":"10.1362\/1469347002523491","volume":"1","author":"D Chaffey","year":"2000","unstructured":"Chaffey, D. (2000). Achieving Internet marketing success. The Marketing Review,1(1), 35\u201359.","journal-title":"The Marketing Review"},{"issue":"3","key":"2979_CR8","doi-asserted-by":"crossref","first-page":"379","DOI":"10.1111\/poms.12534","volume":"25","author":"TM Choi","year":"2016","unstructured":"Choi, T. M., Cheng, T. C. E., & Zhao, X. (2016). Multi-methodological research in operations management. Production and Operations Management,25(3), 379\u2013389.","journal-title":"Production and Operations Management"},{"key":"2979_CR9","doi-asserted-by":"publisher","DOI":"10.1155\/2013\/128678","author":"TM Choi","year":"2013","unstructured":"Choi, T. M., Chow, P. S., Kwok, B., Liu, S. C., & Shen, B. (2013). Service quality of online shopping platforms: A case based empirical and analytical study. Mathematical Problems in Engineering. \nhttps:\/\/doi.org\/10.1155\/2013\/128678\n\n.","journal-title":"Mathematical Problems in Engineering"},{"issue":"11","key":"2979_CR10","doi-asserted-by":"crossref","first-page":"2896","DOI":"10.1109\/TSMC.2016.2531687","volume":"47","author":"TM Choi","year":"2017","unstructured":"Choi, T. M., Chow, P. S., Shen, B., & Wan, M. L. (2017). Service quality gap analysis of fashion boutique operations: An Empirical and Analytical Study. IEEE Transactions on Systems, Man, and Cybernetics: Systems,47(11), 2896\u20132907.","journal-title":"IEEE Transactions on Systems, Man, and Cybernetics: Systems"},{"key":"2979_CR11","doi-asserted-by":"crossref","first-page":"396","DOI":"10.1016\/j.ijpe.2012.06.021","volume":"140","author":"TM Choi","year":"2012","unstructured":"Choi, T. M., Chow, P. S., & Xiao, T. (2012). Electronic price-testing scheme for fashion retailing with information updating. International Journal of Production Economics,140, 396\u2013406.","journal-title":"International Journal of Production Economics"},{"issue":"1","key":"2979_CR12","doi-asserted-by":"crossref","first-page":"22","DOI":"10.1016\/j.jsis.2016.09.001","volume":"26","author":"SH Chuang","year":"2017","unstructured":"Chuang, S. H., & Lin, H. N. (2017). Performance implications of information-value offering in e-service systems: Examining the resource-based perspective and innovation strategy. The Journal of Strategic Information Systems,26(1), 22\u201338.","journal-title":"The Journal of Strategic Information Systems"},{"issue":"6","key":"2979_CR13","doi-asserted-by":"crossref","first-page":"2015","DOI":"10.1111\/j.1540-6261.2010.01609.x","volume":"65","author":"I Dittmann","year":"2010","unstructured":"Dittmann, I., Maug, E., & Spalt, O. (2010). Sticks or carrots? Optimal CEO compensation when managers are loss averse. The Journal of Finance,65(6), 2015\u20132050.","journal-title":"The Journal of Finance"},{"key":"2979_CR14","doi-asserted-by":"crossref","first-page":"199","DOI":"10.1016\/j.tre.2016.06.001","volume":"93","author":"G Dong","year":"2016","unstructured":"Dong, G., Huang, R., & Ng, P. (2016). Tacit collusion between two terminals of a port. Transportation Research Part E: Logistics and Transportation Review,93, 199\u2013211.","journal-title":"Transportation Research Part E: Logistics and Transportation Review"},{"key":"2979_CR15","doi-asserted-by":"crossref","first-page":"319","DOI":"10.1016\/j.ijpe.2014.11.005","volume":"164","author":"D Ghosh","year":"2015","unstructured":"Ghosh, D., & Shah, J. (2015). Supply chain analysis under green sensitive consumer demand and cost sharing contract. International Journal of Production Economics,164, 319\u2013329.","journal-title":"International Journal of Production Economics"},{"volume-title":"The Sage encyclopedia of qualitative research methods","year":"2008","key":"2979_CR16","unstructured":"Given, L. M. (Ed.). (2008). The Sage encyclopedia of qualitative research methods. Thousand Oaks: Sage."},{"issue":"6","key":"2979_CR17","doi-asserted-by":"crossref","first-page":"520","DOI":"10.1108\/09604520310506577","volume":"13","author":"C Gurau","year":"2003","unstructured":"Gurau, C. (2003). Tailoring e-service quality through CRM. Managing Service Quality: An International Journal,13(6), 520\u2013531.","journal-title":"Managing Service Quality: An International Journal"},{"issue":"2","key":"2979_CR18","doi-asserted-by":"crossref","first-page":"155","DOI":"10.1111\/j.1475-3995.2012.00858.x","volume":"20","author":"EE Haruvy","year":"2013","unstructured":"Haruvy, E. E., Miao, D., & Stecke, K. E. (2013). Various strategies to handle cannibalization in a competitive duopolistic market. International Transactions in Operational Research,20(2), 155\u2013188.","journal-title":"International Transactions in Operational Research"},{"key":"2979_CR19","doi-asserted-by":"crossref","first-page":"328","DOI":"10.1287\/isre.2014.0520","volume":"25","author":"Y Hong","year":"2014","unstructured":"Hong, Y., & Pavlou, P. (2014). Product fit uncertainty in online markets: Nature, effects, and antecedents. Information Systems Research,25, 328\u2013344.","journal-title":"Information Systems Research"},{"key":"2979_CR20","unstructured":"Ji, R., & Meeker, M. (2005). Creating consumer value in digital China (pp. 1\u2013118). Industry Overview. Morgan Stanley, New York."},{"issue":"10","key":"2979_CR21","doi-asserted-by":"crossref","first-page":"2449","DOI":"10.1287\/mnsc.2014.2063","volume":"61","author":"Y Kim","year":"2015","unstructured":"Kim, Y., & Krishnan, R. (2015). On product-level uncertainty and online purchase behavior: An empirical analysis. Management Science,61(10), 2449\u20132467.","journal-title":"Management Science"},{"key":"2979_CR22","doi-asserted-by":"crossref","first-page":"51","DOI":"10.1108\/03090560110363346","volume":"35","author":"D Lee","year":"2001","unstructured":"Lee, D., Pae, J., & Wong, Y. (2001). A model of close business relationships in China (Guanxi). European Journal of Marketing,35, 51\u201369.","journal-title":"European Journal of Marketing"},{"key":"2979_CR24","doi-asserted-by":"crossref","unstructured":"Lestarini, D., & Surendro, K. (2017). Designing kano-based e-service quality model to improve user satisfaction. In 2017 2nd international conferences on information technology, information systems and electrical engineering (ICITISEE). IEEE.","DOI":"10.1109\/ICITISEE.2017.8285484"},{"key":"2979_CR25","doi-asserted-by":"crossref","first-page":"102","DOI":"10.1016\/j.elerap.2018.01.003","volume":"28","author":"Z Lv","year":"2018","unstructured":"Lv, Z., Jin, Y., & Huang, J. (2018). How do sellers use live chat to influence consumer purchase decision in China? Electronic Commerce Research and Applications,28, 102\u2013113.","journal-title":"Electronic Commerce Research and Applications"},{"key":"2979_CR26","doi-asserted-by":"crossref","first-page":"331","DOI":"10.1111\/j.1365-2575.2008.00302.x","volume":"18","author":"M Martinsons","year":"2008","unstructured":"Martinsons, M. (2008). Relationship-based e-commerce: Theory and evidence from China. Information Systems Journal,18, 331\u2013356.","journal-title":"Information Systems Journal"},{"issue":"2","key":"2979_CR28","doi-asserted-by":"crossref","first-page":"283","DOI":"10.2307\/25148636","volume":"28","author":"N Melville","year":"2004","unstructured":"Melville, N., Kraemer, K., & Gurbaxani, V. (2004). Information technology and organizational performance: An integrative model of IT business value. MIS Quarterly,28(2), 283\u2013322.","journal-title":"MIS Quarterly"},{"issue":"6","key":"2979_CR29","doi-asserted-by":"crossref","first-page":"409","DOI":"10.1108\/13598541111171129","volume":"16","author":"Z Ning","year":"2011","unstructured":"Ning, Z., Choi, T. M., Xie, C., Xie, L., & Dai, J. (2011). Impact of e-marketplace on supply chain under the markdown policy. Supply Chain Management: An International Journal,16(6), 409\u2013418.","journal-title":"Supply Chain Management: An International Journal"},{"issue":"1","key":"2979_CR30","doi-asserted-by":"crossref","first-page":"209","DOI":"10.25300\/MISQ\/2014\/38.1.10","volume":"38","author":"C Ou","year":"2014","unstructured":"Ou, C., Pavlou, P., & Davison, R. (2014). Swift guanxi in online marketplaces: The role of computer-mediated communication technologies. MIS Quarterly,38(1), 209\u2013230.","journal-title":"MIS Quarterly"},{"key":"2979_CR31","doi-asserted-by":"crossref","first-page":"213","DOI":"10.1177\/1094670504271156","volume":"7","author":"A Parasuraman","year":"2005","unstructured":"Parasuraman, A., Zeithaml, V., & Malhotra, A. (2005). E-S-QUAL. Journal of Service Research,7, 213\u2013233.","journal-title":"Journal of Service Research"},{"issue":"1","key":"2979_CR32","doi-asserted-by":"crossref","first-page":"105","DOI":"10.2307\/25148783","volume":"31","author":"PA Pavlou","year":"2007","unstructured":"Pavlou, P. A., Liang, H., & Xue, Y. (2007). Understanding and mitigating uncertainty in online exchange relationships: A principal-agent perspective. MIS Quarterly, 31(1), 105\u2013136.","journal-title":"MIS quarterly"},{"issue":"11","key":"2979_CR33","doi-asserted-by":"crossref","first-page":"1229","DOI":"10.1016\/j.jbusres.2009.11.002","volume":"63","author":"A Rapp","year":"2010","unstructured":"Rapp, A., Trainor, K. J., & Agnihotri, R. (2010). Performance implications of customer-linking capabilities: Examining the complementary role of customer orientation and CRM technology. Journal of Business Research,63(11), 1229\u20131236.","journal-title":"Journal of Business Research"},{"issue":"3","key":"2979_CR34","doi-asserted-by":"crossref","first-page":"233","DOI":"10.1108\/09604520310476490","volume":"13","author":"J Santos","year":"2003","unstructured":"Santos, J. (2003). E-service quality: A model of virtual service quality dimensions. Managing Service Quality: An International Journal,13(3), 233\u2013246.","journal-title":"Managing Service Quality: An International Journal"},{"issue":"01","key":"2979_CR35","doi-asserted-by":"crossref","first-page":"1","DOI":"10.1142\/S0217595917400012","volume":"34","author":"B Shen","year":"2017","unstructured":"Shen, B., & Chan, H. L. (2017). Forecast information sharing for managing supply chains in the big data era: Recent development and future research. Asia-Pacific Journal of Operational Research,34(01), 1\u201326.","journal-title":"Asia-Pacific Journal of Operational Research"},{"key":"2979_CR36","doi-asserted-by":"publisher","DOI":"10.1016\/j.techfore.2017.09.003","author":"B Shen","year":"2017","unstructured":"Shen, B., Choi, T. M., & Chan, H. L. (2017a). Selling green first or not? A Bayesian analysis with service levels and environmental impact considerations in the Big Data Era. Technological Forecasting and Social Change. \nhttps:\/\/doi.org\/10.1016\/j.techfore.2017.09.003\n\n.","journal-title":"Technological Forecasting and Social Change"},{"key":"2979_CR37","doi-asserted-by":"crossref","first-page":"89","DOI":"10.1016\/j.ijpe.2016.12.002","volume":"185","author":"B Shen","year":"2017","unstructured":"Shen, B., Qian, R. R., & Choi, T. M. (2017b). Selling luxury fashion online with social influences: Demand changes and supply chain coordination. International Journal of Production Economics,185, 89\u201399.","journal-title":"International Journal of Production Economics"},{"issue":"9","key":"2979_CR38","doi-asserted-by":"crossref","first-page":"971","DOI":"10.1080\/00405000.2013.866334","volume":"105","author":"B Shen","year":"2014","unstructured":"Shen, B., Zheng, J. H., Chow, P. S., & Chow, K. Y. (2014). Perception of fashion sustainability in online community. Journal of the Textile Institute,105(9), 971\u2013979.","journal-title":"Journal of the Textile Institute"},{"issue":"3","key":"2979_CR39","doi-asserted-by":"crossref","first-page":"245","DOI":"10.1016\/j.jom.2011.11.002","volume":"30","author":"K Singhal","year":"2012","unstructured":"Singhal, K., & Singhal, J. (2012). Opportunities for developing the science of operations and supply-chain management. Journal of Operations Management,30(3), 245\u2013252.","journal-title":"Journal of Operations Management"},{"issue":"5","key":"2979_CR40","doi-asserted-by":"crossref","first-page":"535","DOI":"10.1108\/ICS-09-2016-0074","volume":"25","author":"H Taherdoost","year":"2017","unstructured":"Taherdoost, H. (2017). Understanding of e-service security dimensions and its effect on quality and intention to use. Information and Computer Security,25(5), 535\u2013559.","journal-title":"Information and Computer Security"},{"issue":"2","key":"2979_CR41","doi-asserted-by":"crossref","first-page":"173","DOI":"10.1080\/0144929X.2018.1427793","volume":"37","author":"H Taherdoost","year":"2018","unstructured":"Taherdoost, H. (2018). Development of an adoption model to assess user acceptance of e-service technology: E-service technology acceptance model. Behaviour and Information Technology,37(2), 173\u2013197.","journal-title":"Behaviour and Information Technology"},{"issue":"2","key":"2979_CR42","doi-asserted-by":"crossref","first-page":"106","DOI":"10.1287\/serv.2016.0159","volume":"9","author":"U Tandon","year":"2017","unstructured":"Tandon, U., Kiran, R., & Sah, A. N. (2017). Customer satisfaction as mediator between website service quality and repurchase intention: An emerging economy case. Service Science,9(2), 106\u2013120.","journal-title":"Service Science"},{"issue":"1","key":"2979_CR43","doi-asserted-by":"crossref","first-page":"19","DOI":"10.1016\/j.elerap.2006.04.009","volume":"6","author":"JC Tseng","year":"2007","unstructured":"Tseng, J. C., & Hwang, G. J. (2007). Development of an automatic customer service system on the internet. Electronic Commerce Research and Applications,6(1), 19\u201328.","journal-title":"Electronic Commerce Research and Applications"},{"issue":"3","key":"2979_CR46","doi-asserted-by":"crossref","first-page":"685","DOI":"10.1016\/j.ejor.2015.05.053","volume":"247","author":"Y Wang","year":"2015","unstructured":"Wang, Y., Wallace, S. W., Shen, B., & Choi, T. M. (2015). Service supply chain management: A review of operational models. European Journal of Operational Research,247(3), 685\u2013698.","journal-title":"European Journal of Operational Research"},{"key":"2979_CR47","doi-asserted-by":"crossref","first-page":"425","DOI":"10.1509\/jmkr.45.4.425","volume":"45","author":"A Weiss","year":"2008","unstructured":"Weiss, A., Lurie, N., & MacInnis, D. (2008). Listening to strangers: Whose responses are valuable, how valuable are they, and why? Journal of Marketing Research,45, 425\u2013436.","journal-title":"Journal of Marketing Research"},{"issue":"3","key":"2979_CR48","doi-asserted-by":"crossref","first-page":"183","DOI":"10.1016\/S0022-4359(03)00034-4","volume":"79","author":"M Wolfinbarger","year":"2003","unstructured":"Wolfinbarger, M., & Gilly, M. C. (2003). eTailQ: Dimensionalizing, measuring and predicting etail quality. Journal of Retailing,79(3), 183\u2013198.","journal-title":"Journal of Retailing"},{"issue":"3","key":"2979_CR49","doi-asserted-by":"crossref","first-page":"777","DOI":"10.25300\/MISQ\/2013\/37.3.05","volume":"37","author":"JD Xu","year":"2013","unstructured":"Xu, J. D., Benbasat, I., & Cenfetelli, R. T. (2013). Integrating service quality with system and information quality: An empirical test in the e-service context. MIS Quarterly,37(3), 777\u2013794.","journal-title":"MIS Quarterly"},{"key":"2979_CR50","doi-asserted-by":"crossref","first-page":"231","DOI":"10.1016\/j.ijpe.2016.11.012","volume":"184","author":"X Xu","year":"2017","unstructured":"Xu, X., Munson, C. L., & Zeng, S. (2017). The impact of e-service offerings on the demand of online customers. International Journal of Production Economics,184, 231\u2013244.","journal-title":"International Journal of Production Economics"}],"container-title":["Annals of Operations Research"],"original-title":[],"language":"en","link":[{"URL":"http:\/\/link.springer.com\/content\/pdf\/10.1007\/s10479-018-2979-8.pdf","content-type":"application\/pdf","content-version":"vor","intended-application":"text-mining"},{"URL":"http:\/\/link.springer.com\/article\/10.1007\/s10479-018-2979-8\/fulltext.html","content-type":"text\/html","content-version":"vor","intended-application":"text-mining"},{"URL":"http:\/\/link.springer.com\/content\/pdf\/10.1007\/s10479-018-2979-8.pdf","content-type":"application\/pdf","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2020,7,20]],"date-time":"2020-07-20T09:28:47Z","timestamp":1595237327000},"score":1,"resource":{"primary":{"URL":"http:\/\/link.springer.com\/10.1007\/s10479-018-2979-8"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2018,7,24]]},"references-count":46,"journal-issue":{"issue":"1-2","published-print":{"date-parts":[[2020,8]]}},"alternative-id":["2979"],"URL":"https:\/\/doi.org\/10.1007\/s10479-018-2979-8","relation":{},"ISSN":["0254-5330","1572-9338"],"issn-type":[{"type":"print","value":"0254-5330"},{"type":"electronic","value":"1572-9338"}],"subject":[],"published":{"date-parts":[[2018,7,24]]},"assertion":[{"value":"24 July 2018","order":1,"name":"first_online","label":"First Online","group":{"name":"ArticleHistory","label":"Article History"}}]}}