{"id":"https://openalex.org/W2035173860","doi":"https://doi.org/10.1080/10919392.2015.1033935","title":"Understanding the Antecedents and Consequences of Live Chat Use in Electronic Markets","display_name":"Understanding the Antecedents and Consequences of Live Chat Use in Electronic Markets","publication_year":2015,"publication_date":"2015-04-03","ids":{"openalex":"https://openalex.org/W2035173860","doi":"https://doi.org/10.1080/10919392.2015.1033935","mag":"2035173860"},"language":"en","primary_location":{"id":"doi:10.1080/10919392.2015.1033935","is_oa":false,"landing_page_url":"https://doi.org/10.1080/10919392.2015.1033935","pdf_url":null,"source":{"id":"https://openalex.org/S128779766","display_name":"Journal of Organizational Computing and Electronic Commerce","issn_l":"1054-1721","issn":["1054-1721","1091-9392","1532-7744"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310320547","host_organization_name":"Taylor & Francis","host_organization_lineage":["https://openalex.org/P4310320547"],"host_organization_lineage_names":["Taylor & Francis"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Organizational Computing and Electronic Commerce","raw_type":"journal-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5063288789","display_name":"Lele Kang","orcid":"https://orcid.org/0000-0002-5939-6025"},"institutions":[{"id":"https://openalex.org/I881766915","display_name":"Nanjing University","ror":"https://ror.org/01rxvg760","country_code":"CN","type":"education","lineage":["https://openalex.org/I881766915"]}],"countries":["CN"],"is_corresponding":false,"raw_author_name":"Lele Kang","raw_affiliation_strings":["School of Information Management, Nanjing University, Nanjing, China","School of Information Management Nanjing University Nanjing China"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"School of Information Management, Nanjing University, Nanjing, China","institution_ids":["https://openalex.org/I881766915"]},{"raw_affiliation_string":"School of Information Management Nanjing University Nanjing China","institution_ids":["https://openalex.org/I881766915"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5100389014","display_name":"Xiang Wang","orcid":"https://orcid.org/0000-0002-2135-8576"},"institutions":[{"id":"https://openalex.org/I881766915","display_name":"Nanjing University","ror":"https://ror.org/01rxvg760","country_code":"CN","type":"education","lineage":["https://openalex.org/I881766915"]}],"countries":["CN"],"is_corresponding":true,"raw_author_name":"Xiang Wang","raw_affiliation_strings":["Department of Marketing and E-Business, Nanjing University, Nanjing, China"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Marketing and E-Business, Nanjing University, Nanjing, China","institution_ids":["https://openalex.org/I881766915"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5080110833","display_name":"Chuan\u2010Hoo Tan","orcid":"https://orcid.org/0000-0003-4031-6010"},"institutions":[{"id":"https://openalex.org/I168719708","display_name":"City University of Hong Kong","ror":"https://ror.org/03q8dnn23","country_code":"HK","type":"education","lineage":["https://openalex.org/I168719708"]}],"countries":["HK"],"is_corresponding":false,"raw_author_name":"Chuan-Hoo Tan","raw_affiliation_strings":["Department of Information Systems, City University of Hong Kong, Kowloon Tong, Hong Kong","Dept of Information Systems City University of Hong Kong Kowloon Tong Hong Kong"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Information Systems, City University of Hong Kong, Kowloon Tong, Hong Kong","institution_ids":["https://openalex.org/I168719708"]},{"raw_affiliation_string":"Dept of Information Systems City University of Hong Kong Kowloon Tong Hong Kong","institution_ids":["https://openalex.org/I168719708"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5107874991","display_name":"J. Leon Zhao","orcid":"https://orcid.org/0000-0002-6174-659X"},"institutions":[{"id":"https://openalex.org/I168719708","display_name":"City University of Hong Kong","ror":"https://ror.org/03q8dnn23","country_code":"HK","type":"education","lineage":["https://openalex.org/I168719708"]}],"countries":["HK"],"is_corresponding":false,"raw_author_name":"J. Leon Zhao","raw_affiliation_strings":["Department of Information Systems, City University of Hong Kong, Kowloon Tong, Hong Kong","Dept of Information Systems City University of Hong Kong Kowloon Tong Hong Kong"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Information Systems, City University of Hong Kong, Kowloon Tong, Hong Kong","institution_ids":["https://openalex.org/I168719708"]},{"raw_affiliation_string":"Dept of Information Systems City University of Hong Kong Kowloon Tong Hong Kong","institution_ids":["https://openalex.org/I168719708"]}]}],"institutions":[],"countries_distinct_count":2,"institutions_distinct_count":2,"corresponding_author_ids":["https://openalex.org/A5100389014"],"corresponding_institution_ids":["https://openalex.org/I881766915"],"apc_list":null,"apc_paid":null,"fwci":3.1207,"has_fulltext":false,"cited_by_count":32,"citation_normalized_percentile":{"value":0.92765826,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":90,"max":99},"biblio":{"volume":"25","issue":"2","first_page":"117","last_page":"139"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10609","display_name":"Digital Marketing and Social Media","score":0.9998999834060669,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10609","display_name":"Digital Marketing and Social Media","score":0.9998999834060669,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10068","display_name":"Technology Adoption and User Behaviour","score":0.9997000098228455,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9968000054359436,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/interactivity","display_name":"Interactivity","score":0.8336226940155029},{"id":"https://openalex.org/keywords/online-chat","display_name":"Online chat","score":0.6113765239715576},{"id":"https://openalex.org/keywords/opportunism","display_name":"Opportunism","score":0.5824124217033386},{"id":"https://openalex.org/keywords/dimension","display_name":"Dimension (graph theory)","score":0.5786037445068359},{"id":"https://openalex.org/keywords/perspective","display_name":"Perspective (graphical)","score":0.5352917909622192},{"id":"https://openalex.org/keywords/conceptual-model","display_name":"Conceptual model","score":0.47478362917900085},{"id":"https://openalex.org/keywords/chat-room","display_name":"Chat room","score":0.4702676236629486},{"id":"https://openalex.org/keywords/e-commerce","display_name":"E-commerce","score":0.4165198802947998},{"id":"https://openalex.org/keywords/psychology","display_name":"Psychology","score":0.3953605592250824},{"id":"https://openalex.org/keywords/internet-privacy","display_name":"Internet privacy","score":0.39034444093704224},{"id":"https://openalex.org/keywords/advertising","display_name":"Advertising","score":0.3606533110141754},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.35641080141067505},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.34094470739364624},{"id":"https://openalex.org/keywords/world-wide-web","display_name":"World Wide Web","score":0.316531240940094},{"id":"https://openalex.org/keywords/the-internet","display_name":"The Internet","score":0.2481640875339508}],"concepts":[{"id":"https://openalex.org/C144430266","wikidata":"https://www.wikidata.org/wiki/Q839721","display_name":"Interactivity","level":2,"score":0.8336226940155029},{"id":"https://openalex.org/C2776849261","wikidata":"https://www.wikidata.org/wiki/Q287198","display_name":"Online chat","level":3,"score":0.6113765239715576},{"id":"https://openalex.org/C129631789","wikidata":"https://www.wikidata.org/wiki/Q334173","display_name":"Opportunism","level":2,"score":0.5824124217033386},{"id":"https://openalex.org/C33676613","wikidata":"https://www.wikidata.org/wiki/Q13415176","display_name":"Dimension (graph theory)","level":2,"score":0.5786037445068359},{"id":"https://openalex.org/C12713177","wikidata":"https://www.wikidata.org/wiki/Q1900281","display_name":"Perspective (graphical)","level":2,"score":0.5352917909622192},{"id":"https://openalex.org/C13606891","wikidata":"https://www.wikidata.org/wiki/Q2623243","display_name":"Conceptual model","level":2,"score":0.47478362917900085},{"id":"https://openalex.org/C2777352073","wikidata":"https://www.wikidata.org/wiki/Q574577","display_name":"Chat room","level":3,"score":0.4702676236629486},{"id":"https://openalex.org/C78597825","wikidata":"https://www.wikidata.org/wiki/Q484847","display_name":"E-commerce","level":2,"score":0.4165198802947998},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.3953605592250824},{"id":"https://openalex.org/C108827166","wikidata":"https://www.wikidata.org/wiki/Q175975","display_name":"Internet privacy","level":1,"score":0.39034444093704224},{"id":"https://openalex.org/C112698675","wikidata":"https://www.wikidata.org/wiki/Q37038","display_name":"Advertising","level":1,"score":0.3606533110141754},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.35641080141067505},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.34094470739364624},{"id":"https://openalex.org/C136764020","wikidata":"https://www.wikidata.org/wiki/Q466","display_name":"World Wide Web","level":1,"score":0.316531240940094},{"id":"https://openalex.org/C110875604","wikidata":"https://www.wikidata.org/wiki/Q75","display_name":"The Internet","level":2,"score":0.2481640875339508},{"id":"https://openalex.org/C202444582","wikidata":"https://www.wikidata.org/wiki/Q837863","display_name":"Pure mathematics","level":1,"score":0.0},{"id":"https://openalex.org/C77088390","wikidata":"https://www.wikidata.org/wiki/Q8513","display_name":"Database","level":1,"score":0.0},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.0},{"id":"https://openalex.org/C34447519","wikidata":"https://www.wikidata.org/wiki/Q179522","display_name":"Market economy","level":1,"score":0.0},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.0},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1080/10919392.2015.1033935","is_oa":false,"landing_page_url":"https://doi.org/10.1080/10919392.2015.1033935","pdf_url":null,"source":{"id":"https://openalex.org/S128779766","display_name":"Journal of Organizational Computing and Electronic Commerce","issn_l":"1054-1721","issn":["1054-1721","1091-9392","1532-7744"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310320547","host_organization_name":"Taylor & Francis","host_organization_lineage":["https://openalex.org/P4310320547"],"host_organization_lineage_names":["Taylor & Francis"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Organizational Computing and Electronic Commerce","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":67,"referenced_works":["https://openalex.org/W53554207","https://openalex.org/W88230558","https://openalex.org/W124308582","https://openalex.org/W205133821","https://openalex.org/W753920079","https://openalex.org/W1524121127","https://openalex.org/W1559269151","https://openalex.org/W1608836379","https://openalex.org/W1708393801","https://openalex.org/W1971440513","https://openalex.org/W1972762788","https://openalex.org/W1983104120","https://openalex.org/W1986873195","https://openalex.org/W1988709213","https://openalex.org/W1992193527","https://openalex.org/W1993034429","https://openalex.org/W1998846948","https://openalex.org/W2009394805","https://openalex.org/W2016428009","https://openalex.org/W2016603457","https://openalex.org/W2023298992","https://openalex.org/W2035411492","https://openalex.org/W2040077666","https://openalex.org/W2046256448","https://openalex.org/W2050716594","https://openalex.org/W2050857353","https://openalex.org/W2053559704","https://openalex.org/W2057348221","https://openalex.org/W2063164276","https://openalex.org/W2065569335","https://openalex.org/W2067261453","https://openalex.org/W2067594810","https://openalex.org/W2068329739","https://openalex.org/W2071342046","https://openalex.org/W2082073432","https://openalex.org/W2089370919","https://openalex.org/W2089836953","https://openalex.org/W2093548531","https://openalex.org/W2094211818","https://openalex.org/W2100379340","https://openalex.org/W2106096361","https://openalex.org/W2107429675","https://openalex.org/W2114362635","https://openalex.org/W2114430050","https://openalex.org/W2118501966","https://openalex.org/W2125326971","https://openalex.org/W2134624771","https://openalex.org/W2140992710","https://openalex.org/W2146073395","https://openalex.org/W2149059050","https://openalex.org/W2158131764","https://openalex.org/W2165559850","https://openalex.org/W2166140580","https://openalex.org/W2166820194","https://openalex.org/W2186301631","https://openalex.org/W2186352745","https://openalex.org/W2338830456","https://openalex.org/W2615021347","https://openalex.org/W3121130321","https://openalex.org/W3121659628","https://openalex.org/W3125930628","https://openalex.org/W4231013353","https://openalex.org/W4248588746","https://openalex.org/W4249198292","https://openalex.org/W4250046281","https://openalex.org/W4285719527","https://openalex.org/W4292811746"],"related_works":["https://openalex.org/W3189247758","https://openalex.org/W2561603674","https://openalex.org/W2706851798","https://openalex.org/W2363671405","https://openalex.org/W2062520565","https://openalex.org/W4313364652","https://openalex.org/W2464082432","https://openalex.org/W1530022400","https://openalex.org/W2552165119","https://openalex.org/W148386242"],"abstract_inverted_index":{"Online":[0],"shopping":[1],"has":[2],"progressed":[3],"from":[4,98],"having":[5,16],"consumers":[6,31,107,192,209],"passively":[7],"browse":[8],"through":[9,47],"the":[10,24,41,48,54,65,77,96,99,116,122,127,153,170,188,206,227],"webpages":[11,55],"of":[12,56,68,79,104,108,126,136,155,173,183,191,208,229],"online":[13,36,57,106,201],"stores":[14],"to":[15,45,75,84,93,179,199,216,226],"them":[17],"proactively":[18],"engage":[19],"in":[20,53,210,223,233],"communication":[21,219,231],"dialogues":[22],"with":[23],"sellers":[25,37],"themselves":[26],"via":[27],"live":[28,49,81,156,165,184],"chat.":[29],"Modern-day":[30],"can":[32],"now":[33],"directly":[34],"contact":[35],"and":[38,71,83,112,120,134,143,193,225],"inquire":[39],"about":[40],"products":[42],"they":[43],"intend":[44],"purchase":[46],"chat":[50,82,157,166,185],"medium":[51],"available":[52],"stores,":[58],"such":[59,86],"as":[60],"Taobao.com.":[61],"In":[62],"this":[63],"study,":[64],"conceptual":[66,118],"framework":[67],"motivation,":[69],"opportunity,":[70],"ability":[72,149],"was":[73],"extended":[74],"understand":[76],"antecedents":[78],"using":[80],"lengthen":[85],"an":[87],"understanding":[88,218],"on":[89,95,187,196],"one's":[90,197],"eventual":[91],"intention":[92,178,198],"transact":[94,200],"website":[97],"trust-oriented":[100],"perspective.":[101],"A":[102],"total":[103],"222":[105],"Taobao.com":[109],"were":[110],"surveyed,":[111],"their":[113,177],"responses":[114],"validated":[115],"proposed":[117],"model":[119],"confirmed":[121],"research":[123],"hypotheses.":[124],"Results":[125],"investigation":[128],"indicated":[129],"that":[130,164],"perceived":[131,144,171,189],"information":[132],"asymmetry":[133],"fears":[135],"seller":[137],"opportunism,":[138],"encapsulated":[139],"under":[140],"motivation":[141],"dimension,":[142,150],"personal":[145],"expertise,":[146],"which":[147],"manifests":[148],"significantly":[151],"influence":[152,182],"use":[154,167,186],"by":[158,205],"consumers.":[159],"The":[160,181,213],"results":[161],"further":[162],"demonstrated":[163],"positively":[168],"affects":[169],"interactivity":[172,190],"consumers,":[174],"thereby":[175],"increasing":[176],"transact.":[180],"its":[194],"effect":[195],"are":[202],"negatively":[203],"moderated":[204],"trust":[207],"a":[211],"seller.":[212],"findings":[214],"contribute":[215],"our":[217],"services":[220],"for":[221],"e-commerce":[222],"general":[224],"realization":[228],"real-time":[230],"technology":[232],"particular.":[234]},"counts_by_year":[{"year":2026,"cited_by_count":1},{"year":2025,"cited_by_count":1},{"year":2024,"cited_by_count":2},{"year":2023,"cited_by_count":9},{"year":2022,"cited_by_count":5},{"year":2021,"cited_by_count":5},{"year":2020,"cited_by_count":4},{"year":2019,"cited_by_count":2},{"year":2018,"cited_by_count":1},{"year":2017,"cited_by_count":1},{"year":2016,"cited_by_count":1}],"updated_date":"2025-11-06T03:46:38.306776","created_date":"2025-10-10T00:00:00"}