An empirical analysis of consumer-unfriendly E-commerce terms of service agreements: Implications for customer satisfaction and business survival
作者：
Highlights：
• We use text mining to identify harmful e-commerce terms of service (ToS) clauses.
• We present a prototype tool that scans ToS and assigns severity rankings.
• We identify the impact of customer unfriendly clauses on business performance.
• Businesses with higher market share prefer less consumer-unfriendly ToS terms.
• The effect of market share on customer satisfaction is partially mediated by ToS.
摘要
•We use text mining to identify harmful e-commerce terms of service (ToS) clauses.•We present a prototype tool that scans ToS and assigns severity rankings.•We identify the impact of customer unfriendly clauses on business performance.•Businesses with higher market share prefer less consumer-unfriendly ToS terms.•The effect of market share on customer satisfaction is partially mediated by ToS.
论文关键词：Terms of Service (ToS),ToS strictness,User agreements,Text mining,Business,Customer satisfaction,Firm survival,Mediation analysis
论文评审过程：Received 4 November 2021, Revised 3 March 2022, Accepted 21 April 2022, Available online 25 April 2022, Version of Record 29 April 2022.
论文官网地址：https://doi.org/10.1016/j.elerap.2022.101151
