How customer engagement in the live-streaming affects purchase intention and customer acquisition, E-tailer's perspective. (September 2022)

• Record Type: Journal Article
• Authors: Zheng, Run; Li, Zhuyuan; Na, Sanggyun
• Is Part Of: Journal of retailing and consumer services. Volume 68(2022)
• Publication Date: 2022-09
• Subjects: Retailing -- Live streaming -- Customer engagement -- E-tailers -- Purchase intention -- Customer acquisition; Retail trade -- Periodicals; Service industries -- Periodicals; Customer services -- Periodicals; Commerce de détail -- Périodiques; Service à la clientèle -- Périodiques; Customer services; Retail trade; Periodicals; 658.87
• DOI: 10.1016/j.jretconser.2022.103015
• Languages: English
• ISSNs: 0969-6989

Abstract

Abstract: In the emerging retail market, e-tailers operating in developing economies have to cope with the rapid use of the Internet, new electronic purchasing methods and online selling platforms. However, e-tailers do not understand the effect patterns in which customer engagement on purchase intention and customer acquisition. From e-tailers' perspective, this study explores how customer engagement behaviors are related to both purchase intention and customer acquisition. We obtained live streaming data in the mature e-tail live streaming market environment and found empirical evidence supporting the conceptual framework through regression model analysis. The analysis results show that the specific indicators of the customer engagement are not all positively related to customer purchase intention and customer acquisition, and it is worth noting that the influence of "like" behavior on customer acquisition is no statistical significance. This is expected to encourage e-tailers to rethink their focus on customer acquisition and sales enhancement digital strategies as they operate in emerging markets.