Online Luxury Resale Platforms and Customer Experiences: A Text Mining Analysis of Online Reviews
Abstract
:1. Introduction
2. Literature Review
2.1. Fast Fashion and Environmental Concerns
2.2. Circular Fashion and Collaborative Consumption
2.3. Resale as a Format of Collaborative Consumption
2.4. Luxury Resale and Online Platforms
2.5. Consumer Experiences with Online Luxury Resale Platforms and Research Questions
- (1)
- How do online luxury resale platforms provide customer value to buyers and sellers? What are the driving values for consumers to buy or sell pre-owned products?
- (2)
- Are there any issues regarding buying and selling pre-owned products using online luxury resale platforms?
- (3)
- Does sustainability play a role in individuals’ consumption using online luxury resale platforms?
3. Methodology
3.1. Data Collection
3.2. Data Analysis
4. Findings and Discussions
4.1. LDA Analysis Results
Themes | Associated Words | Sentence Percentage | Theme Label |
---|---|---|---|
1 | back, get, customer, email, service, send, receive, still, order, item | 25.96% | Poor customer service (to both sellers and buyers) |
2 | good, purchase, experience, condition, first, company, item, bad | 23.08% | Bad (first) experience |
3 | real, item, return, sale, purchase, final, receive | 10.19% | Unfriendly return policy |
4 | size, shoe, order, item, condition, pair, list, receive, wrong, describe | 8.80% | Wrong sizing information or product in wrong sizes |
5 | would, never, purse, give, don’t, use, like, buy, know, need, time, question, year, work, many, people, take, trust | 9.43% | Untrustworthy service and product |
6 | item, customer, service, sell, price, even, get, terrible, would, anyone | 6.80% | Unsatisfactory services to sellers |
7 | bag, pay, shipping, ship, return, charge, fake, cost, fee, item | 5.80% | Financial risk/Hidden cost |
8 | purchase, bag, box, one, wasn’t, receive, purse, money, reduce, however | 5.19% | Flawed or fake item |
9 | description, picture, item, new, photo, bag, hole, brand, show, buy | 4.77% | Misleading or missing product information |
4.1.1. Themes Identified from Positive Reviews
4.1.2. Themes Identified from Negative Reviews
4.2. Results of Dictionary-Based Search
5. Results, Conclusions, and Discussion
Author Contributions
Funding
Institutional Review Board Statement
Informed Consent Statement
Data Availability Statement
Acknowledgments
Conflicts of Interest
References
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Platform | Review Website | Review Count | Avg. Rating (Out of 5) |
---|---|---|---|
The RealReal | https://www.trustpilot.com/review/therealreal.com | 39,419 | 4.02 |
ThredUp | https://www.trustpilot.com/review/thredup.com | 2406 | 3.01 |
Tradesy | https://www.trustpilot.com/review/tradesy.com | 3598 | 3.72 |
Vestiaire Collective | https://www.trustpilot.com/review/vestiairecollective.com | 6211 | 3.04 |
Data Set | Review Count | Sentence Count | Percentage | Sentence Count/Review | Avg. Customer Rating (Out of 5) |
---|---|---|---|---|---|
Positive | 35,336 | 86,099 | 56.63% | 2.44 | 4.86 |
Negative | 16,298 | 65,935 | 43.37% | 4.05 | 1.50 |
Overall | 51,634 | 152,034 | 100% | 2.94 | 3.84 |
Themes | Associated Words | Sentence Percentage | Theme Label |
---|---|---|---|
1 | love, great, price, experience, new, good, bag, item, quality, brand | 29.70% | Great value/Real deal |
2 | purchase, happy, time, first, definitely, realreal, item, process, day, awesome, work | 19.35% | Pre-loved treasure |
3 | condition, describe, excellent, item, arrive, good, quickly, perfect, package, exactly | 15.15% | Good product condition and delivery |
4 | service, fast, shipping, great, customer, delivery, quick, ship, product, super | 10.51% | Great customer service |
5 | real, easy, thank, shop, thanks, love, place, transaction, return | 6.38% | Ease of use |
6 | exactly, purchase, item, picture, please, look, describe, description, accurate, find | 10.40% | Trustworthy product information |
7 | buy, beautiful, return, item, would, thing, wait, keep, give | 5.04% | Reasonable return policy |
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Liu, C.; Xia, S.; Lang, C. Online Luxury Resale Platforms and Customer Experiences: A Text Mining Analysis of Online Reviews. Sustainability 2023, 15, 8137. https://doi.org/10.3390/su15108137
Liu C, Xia S, Lang C. Online Luxury Resale Platforms and Customer Experiences: A Text Mining Analysis of Online Reviews. Sustainability. 2023; 15(10):8137. https://doi.org/10.3390/su15108137
Chicago/Turabian StyleLiu, Chuanlan, Sibei Xia, and Chunmin Lang. 2023. "Online Luxury Resale Platforms and Customer Experiences: A Text Mining Analysis of Online Reviews" Sustainability 15, no. 10: 8137. https://doi.org/10.3390/su15108137