Spanning from diagnosticity to serendipity: An empirical investigation of consumer responses to product presentation

Wanshu Niu, Liqiang Huang and Mingliang Chen

International Journal of Information Management, 2021, vol. 60, issue C

Abstract: This study examines the effects of different product presentation strategies (i.e., alternative- vs. attribute-based) on consumer responses to diagnostic and serendipitous website experiences. Drawing on the accessibility-diagnosticity framework, we propose that different types of information presentation strategies lead consumers to differently evaluate a website as being diagnostic and serendipitous. The findings from three studies suggest that attribute-based presentations effectively increase consumer perceptions of website diagnosticity and serendipity compared with an alternative-based format. Both perceived diagnosticity and serendipity significantly contribute to consumers’ overall satisfaction with a website. Theoretical and practical implications are discussed.

Keywords: Attribute-based presentation; Alternative-based presentation; Website diagnosticity; Website serendipity; Perceived substitutability (search for similar items in EconPapers)
Date: 2021
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Persistent link: https://EconPapers.repec.org/RePEc:eee:ininma:v:60:y:2021:i:c:s0268401221000554

DOI: 10.1016/j.ijinfomgt.2021.102362

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