Title:
Effective Quality Analysis of E-commerce Platform Services on Polite Framework

Authors:
I-Ching Chen*, Jintong Huang, China

Abstract:

Background information & problem statement: As an extension of the "service economy," the "experience economy" has become the fourth type of economic activity. With the continuous improvement of living standards, people evolve from the pursuit of functionality to the pursuit of experience, i.e., from "purchasing products" to "purchasing experiences."

Motivation: This study clarifies the current situation and challenges of research related to e-commerce platforms, addressing the gap in the study of politeness frameworks, and provides references for platform enterprises to explore user experience in the future.

Research method: This study used CIT(Critical Incident Technique) as the research method, collected users' views on the services provided by the e-commerce platform through questionnaires and interviews, and then analyzed and summarized these critical incidents. Finally, the reliability and validity between were evaluated.

Findings & conclusion: In terms of theoretical significance, this study summarizes and refines the dimensions of the politeness framework and, combined with the critical incident technique, proposes an impact model of user value co-creation for e-commerce platforms based on user experience. Through empirical testing, the study demonstrates the impact path of politeness frameworks on user value co-creation and the moderating role of platform types, which is beneficial for future differentiated research on user experience in e-commerce platforms. Practically, the study encourages platforms and merchants to more deeply understand the connotation of user experience and propose specific improvement directions and corresponding management insights as references, contributing to the healthy and stable development of the e-commerce ecosystem.

DOI: https://doi.org/10.51505/IJEBMR.2025.91204