Online labor markets (OLMs) face challenges in refining match functions to connect clients with suitable service providers. This study examines how platform-controlled factors (number of assigned providers, matching speed) and project-specific attributes (description length, requested hours) affect matching effectiveness across four outcomes: hiring probability, hiring time, billed hours, and profit per contracted project. Using data from a premium OLM platform, the study reveals important operational and financial trade-offs. Expanding the provider pool improves hiring probability and project profitability but lengthens hiring time. Faster matching boosts hiring likelihood without compromising quality. Larger requested workloads reduce hiring probability but raise profitability. These findings offer actionable insights into how calibrated matching strategies can improve OLM performance across the project lifecycle, contributing to platform governance and digital operations literature.
This investigation addressed the different effects of consumer behaviour on the effectiveness of CRM and the mediating role of customer response capabilities and user satisfaction. The study adopted a positivism and deductive approach and a quantitative research design. To ensure availability and enhance response rates, the questionnaire was administered electronically through popular websites. Nine hundred twenty questionnaires were sent out, of which 812 were retrieved. After data validation, 640 questionnaires were found to be valid for analysis, making available a robust and reliable dataset for hypothesis testing using Structural Equation Modelling (SEM). The study revealed that the relationship between consumer behaviour dimensions (participation in firm activities - perceived value - e-WOM - consumer awareness - trust) and customer response capabilities was fully supported. The study also found that the association between consumer behaviour and user satisfaction was fully supported.
From a microfoundational approach, this paper aims to formulate and validate a comprehensive model that centers on co-creation practices of e-retailing customers. Standing on the service ecosystem view of service dominant logic, the paper proposes e-commerce mechanisms and social capital as antecedents of, and customer empowerment, trust in community of sellers and brand equity as consequents of the practices. We assessed the model through a PLS-SEM analysis on surveyed data of 259 e-commerce customers that evidently supports all hypothesized relationships. The study is one of the first to offer a quantitative multi-level explanation of customer co-creation in e-commerce platforms, in which e-commerce mechanisms (i.e. macro level) affects social capital (micro), social capital associated leads to customer practices (micro-micro), and customer practices interrelated generates empowerment, trust and brand equity (macro), and hence, it is among the first to empirically illustrate the three social mechanisms, namely situational, action-formation, and transformational.
Online labor markets (OLMs) face challenges in refining match functions to connect clients with suitable service providers. This study examines how platform-controlled factors (number of assigned providers, matching speed) and project-specific attributes (description length, requested hours) affect matching effectiveness across four outcomes: hiring probability, hiring time, billed hours, and profit per contracted project. Using data from a premium OLM platform, the study reveals important operational and financial trade-offs. Expanding the provider pool improves hiring probability and project profitability but lengthens hiring time. Faster matching boosts hiring likelihood without compromising quality. Larger requested workloads reduce hiring probability but raise profitability. These findings offer actionable insights into how calibrated matching strategies can improve OLM performance across the project lifecycle, contributing to platform governance and digital operations literature.
This investigation addressed the different effects of consumer behaviour on the effectiveness of CRM and the mediating role of customer response capabilities and user satisfaction. The study adopted a positivism and deductive approach and a quantitative research design. To ensure availability and enhance response rates, the questionnaire was administered electronically through popular websites. Nine hundred twenty questionnaires were sent out, of which 812 were retrieved. After data validation, 640 questionnaires were found to be valid for analysis, making available a robust and reliable dataset for hypothesis testing using Structural Equation Modelling (SEM). The study revealed that the relationship between consumer behaviour dimensions (participation in firm activities – perceived value – e-WOM – consumer awareness – trust) and customer response capabilities was fully supported. The study also found that the association between consumer behaviour and user satisfaction was fully supported.
