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This study aims to identify the product attributes that influence customer satisfaction related to AI-enabled products with a strong forecast of growth. This study is very timely as the market for AI-based smart home products is still at a nascent stage in emerging economies (Vaishali Dar, 2021). Adding evidence to literature on the experience of customers, identifying the attributes that lead to customer satisfaction and those that lead to dissatisfaction are essential for products that were launched recently during the pandemic. This study makes valuable addition to the existing literature.

Online reviews (12,326 reviews) for EchoDot products launched by Amazon India during the pandemic were collected for the study. The attributes were identified based on the most frequently discussed attributes in the text reviews. Further review valence was determined to group the reviews under positive reviews indicating customer satisfaction and negative reviews indicating customer dissatisfaction. Logistic regression was used to identify the attributes that significantly impact customer satisfaction/dissatisfaction.

The results of the study indicate that while EchoDot is seen to add value to the smart home environment (home variable), video (video variable) and speaker (speaker variable) quality also contribute to customer satisfaction. Further, consumers found the product truly worth their money (value for money variable). Other attributes like a complaint about Bluetooth features are seen to increase the probability of customer dissatisfaction.

This study identifies the most important attributes that influence customer satisfaction in AI-enabled product sales on e-commerce platforms in pandemic times for India. Such studies are scarce in the emerging markets where the AI-based home appliance market is still in its nascent stage, and the customers are trying out their experiences with these products. What the customers expect and are these products fulfill these expectations is an important question that needs to be addressed by research. This study addresses this gap and adds to this literature.

The notion of luxury has changed due to the democratization and the fast adoption pace of intangible luxury service providers embedding voice-controlled assistants. In particular, Amazon’s Echo Look is expected to further democratize luxury services and consumer experience; indeed, this camera-based device acts as a personal consultant as it provides fashion advices based on the pictures of its users. Nonetheless, as the Echo Look proliferates the market, concerns around its potential disruption to the marketplace alongside usage-related issues, such as privacy, will arise. The paper aims to discuss these issues.

The research adopted an exploratory approach using elite interviewing. The sample included 17 experts in the fields of digital marketing, fashion consulting, information technology security and retailing.

The study pioneers the discussion on how interactive voice-activated assistant (IVA) devices can potentially outweigh concerns around safety and privacy through providing luxury-like personalized services. To that end, the Echo Look device was taken as the key example based on the unique features and benefits it provides to its users, namely, in being perceived as a personal fashion consultant.

The literature on intangible luxury based on IVA devices is still nascent. This study fills a considerable gap in the literature related to retailers’ technological innovations aimed at democratizing luxury-like personalized experiences.

This study aims to distinguish between the indispensable (software) versus discretionary (accessories) complementary products to a platform. It investigates the impact of accessories on increasing the perceived value and sales of a base platform. In particular, the role of two distinct characteristics of accessories – innovativeness and structural nonalignability – in driving the sales of the base platform.

Combining sales data from the US video gaming industry with primary data on the above two aspects of accessories, this study quantifies the effect of accessories portfolio on the sales of three brands of video gaming platforms.

A distinct network externality arises from accessories for video gaming platforms, above and beyond the effects of game titles. Importantly, the average level of innovativeness and nonalignability of the accessories portfolio, as well as the frequency of introduction of highly innovative and/or nonalignable accessories positively impact the sales of the platform.

This research seeks to address the gap in the innovation literature on the role of discretionary complementary products (i.e. accessories) on platform sales. Future research should examine this in other platform contexts as well.

Managers of platform-mediated products should give due consideration to accessories, as an important driver of the sales of the platforms. Product managers can leverage the advantage of innovative and nonalignable accessories to enhance consumer demand for the platform.

This study is the first to conceptualize and empirically verify the network externality arising from accessories, a heretofore much neglected component of platform-based markets.

Virtual assistants are increasingly used for persuasive purposes, employing the different modalities of voice and text (or a combination of the two). In this study, the authors compare the persuasiveness of voice-and text-based virtual assistants. The authors argue for perceived human-likeness and cognitive load as underlying mechanisms that can explain why voice- and text-based assistants differ in their persuasive potential by suppressing the activation of consumers' persuasion knowledge.

A pre-registered online-experiment (n = 450) implemented a text-based and two voice-based (with and without interaction history displayed in text) virtual assistants.

Findings show that, contrary to expectations, a text-based assistant is perceived as more human-like compared to a voice-based assistant (regardless of whether the interaction history is displayed), which in turn positively influences brand attitudes and purchase intention. The authors also find that voice as a communication modality can increase persuasion knowledge by being cognitively more demanding in comparison to text.

Simply using voice as a presumably human cue might not suffice to give virtual assistants a human-like appeal. For the development of virtual assistants, it might be beneficial to actively engage consumers to increase awareness of persuasion.

The current study adds to the emergent research stream considering virtual assistants in explicitly exploring modality differences between voice and text (and a combination of the two) and provides insights into the effects of persuasion coming from virtual assistants.

Internet of Things (IoT) interconnects many heterogeneous devices to each other, collecting and processing large volumes of data for decision making without human intervention. However, the information security concern it brings has attracted quite a lot of attention, and, at this stage, the smart step would be to analyze the security issues of IoT platform and get to the state of readiness before embarking upon this attractive technology. The purpose of this paper is to address these issues.

IoT risk assessment through the application of the analytical hierarchy process (AHP), a favorite multi-criteria decision making technique, is proposed. The IoT risks are prioritized and ranked at different layers, before which a well-defined IoT risk taxonomy is defined comprising of 25 risks across six layers of the IoT model for developing control and mitigation plans for information security of IoT.

People and processes layer, network layer and applications layer are the top three critical layers with risks like the lack of awareness, malware injection, malicious code injection, denial of service and inefficient policies for IoT practice get the highest priority and rank. Pareto analysis of the overall risk factors revealed that the top ten factors contribute to 80 percent of the risks perceived by information security experts.

The study focuses only on certain predefined constructs or layers of the IoT model traced from legacy studies. It is essential to re-look these constructs on a timely basis to prolong the results’ validity. The study’s empirical scope is confined only to the risk perception of select IoT experts and does not encompass a broader segment of the IoT ecosystem. Therefore, the risks assessment may not be sweeping to a bigger audience.

The study implications are two-fold: one it consolidates the earlier siloed works to intensify the need for risk assessment in the IoT domain, and second the study brings yet another contextual avenue of extending the application AHP and Pareto principle combination. The paper also draws specific critical organizational interventions about IoT risks. A comprehensive approach to prioritizing and ranking IoT risks are present in this research paper.

The contribution of this study to the benchmarking of IoT risk assessment is two-fold. One, a comprehensive risk assessment taxonomy is proposed, and two, the risks are prioritized and ranked to give a convincing reference for the organizations while making information security plans for IoT technology.