While Amazon's disruption of the retail market has been associated with significant changes in consumer behavior, empirical studies on how interacting with Amazon has changed customers' expectations toward other offline/online retailers remain scarce. Such Amazon-driven perceptions of service attributes are sometimes referred to as the ‘Amazon effect’. After clarifying the meaning of the Amazon effect and reviewing the studies on consumer complaints online, this paper aims to identify key triggers for the Amazon effect from consumer comments on social media. Based on natural language processing techniques, a content and sentiment analysis of users' comments drawn from the Facebook pages of three leading consumer electronics retailers in Italy over a two-year span (2016–2018) was used to evaluate the dissatisfaction toward these retailers associated to Amazon-related service attributes. The findings show that there is a wide diffusion of consumer comments and service complaints related to the Amazon effect on consumer electronics retailers, especially regarding price, customer service, in-store staff, and post-purchase support. Compared with corresponding evaluations on the Italian Amazon website, the negative sentiments revealed in consumers' comments on Facebook suggest that the Amazon's service standards have raised consumer expectations and have made consumers less satisfied when they interact with other retailers. We argue the need for further research to better clarify Amazonification in terms of customer impatience and dissatisfaction in general, also going beyond price and logistics issues, which are usually considered as the main constitutive factors.

中文翻译：

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探索亚马逊效应对客户期望的作用：消费电子零售中用户生成内容的分析

尽管亚马逊对零售市场的颠覆与消费者行为的重大变化有关，但关于与亚马逊的互动如何改变客户对其他线下/在线零售商的期望的实证研究仍然很少。这种由亚马逊驱动的服务属性认知有时被称为“亚马逊效应”。在阐明亚马逊效应的含义并回顾在线消费者投诉的研究后，本文旨在从社交媒体上的消费者评论中识别亚马逊效应的关键触发因素。基于自然语言处理技术，对两年内（2016-2018）意大利三大消费电子零售商 Facebook 页面上的用户评论进行内容和情绪分析，用于评估这些零售商对亚马逊相关服务属性的不满程度。调查结果显示，与亚马逊对消费电子零售商的影​​响相关的消费者评论和服务投诉广泛传播，特别是在价格、客户服务、店内员工和售后支持方面。与意大利亚马逊网站上的相应评价相比，消费者在Facebook上的评论中透露出的负面情绪表明，亚马逊的服务标准提高了消费者的期望，并导致消费者在与其他零售商互动时不太满意。