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

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  • Niu, Wanshu
  • Huang, Liqiang
  • Chen, Mingliang

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.

Suggested Citation

  • Niu, Wanshu & Huang, Liqiang & Chen, Mingliang, 2021. "Spanning from diagnosticity to serendipity: An empirical investigation of consumer responses to product presentation," International Journal of Information Management, Elsevier, vol. 60(C).
    • Handle: RePEc:eee:ininma:v:60:y:2021:i:c:s0268401221000554
    DOI: 10.1016/j.ijinfomgt.2021.102362
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