网红直播带货售后服务对消费者行为的影响——直播生态下的多主体演化博弈
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浙江工商大学杭州商学院

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F270

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浙江省文化和旅游厅科研与创作项目:数字赋能旅游业高质量发展:基于社交平台意见领袖的杭州旅游驱动路径研究,课题编号:2023KYY020。


Multi-subject Evolutionary Game in the Live Ecology: The Impact of After-sales Service of Web Celebrity Live Streaming on Consumer Behavior
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Zhejiang Gongshang University Hangzhou College of Commerce

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    摘要:

    网络直播带货的售后服务持续影响消费者的消费体验,成为网红经济进一步健康发展的梗阻。本文在厘清网红主播,直播平台和消费者行为的基础上,构建直播生态下的三方主体演化博弈模型,并仿真分析不同主体行为在收益类、损失类和系数类参数变化下的演化博弈过程及规律。在构建模型的过程中,本文兼顾直播平台、网红主播和消费者的“多元”属性,延伸了消费者在直播消费过程中的情感收益。主要洞见:网红主播在高效售后的状态下,对带货收益敏感度较高,对消费者冲动消费带来的超额收益敏感度较低;消费者对网红主播的情感依赖与消费意愿呈现同向变化趋势,网红主播的售后态度与平台的监管强度同步变化;在网红主播高效售后的情形下,即使消费者的功能收益较低和退换货率较高,其消费意愿并不会明显下降。

    Abstract:

    The after-sales service in live streaming commerce continuously affects consumers’ shopping experience, posing an obstacle to the healthy growth of the web celebrities economy. The relationship among web celebrities, live streaming platforms, and behaviors of consumers was analyzed, and a tripartite evolutionary game model was constructed. Meanwhile, the evolutionary game process and laws of different subjects’ behavior under the change of parameters of gain, loss, and coefficient categories were simulated and analyzed. In the process of building the model, the “multiple” attributes of the live streaming platforms, web celebrities, and consumers were taken into account and the emotional benefits of consumers in the process of live streaming consumption were extended. It is found that web celebrity is more sensitive to revenue in the state of efficient after-sales and less sensitive to excess revenue from consumers’ impulsive consumption. Consumers’ emotional attachment to web celebrities and their willingness to consume show a tendency to change in the same direction, and web celebrity’s after-sales attitude changes in tandem with the regulatory intensity of the platform. In the case of web celebrity’s efficient after-sales, consumers’ willingness to consume does not decline significantly even if they have lower unctional gains and higher return rates.

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引用本文

赵雪,张金凤.网红直播带货售后服务对消费者行为的影响——直播生态下的多主体演化博弈[J].技术经济,2024,43(4):143-158.

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  • 收稿日期:2023-10-26
  • 最后修改日期:2024-01-13
  • 录用日期:2023-12-05
  • 在线发布日期: 2024-05-06
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