Fluidity and the customer experience in digital platform ecosystems

Fluidity is the ability of a digital platform ecosystem to change form to align with changing consumer preferences and stay relevant in the marketplace. This study advances that three dimensions and their five sub-dimensions determine the fluidity of a digital platform ecosystem. They are the (1) functional dimension with its two subdimensions of platform openness and platform quality (i.e., user-friendliness and quality of service offerings); (2) the mechanical dimension which consists mainly of platform design; and (3) the humanistic dimension with the sub-dimensions of network effects and network interactivity. This study advances that firms can manage these dimensions to improve the fluidity of their platforms. Furthermore, we propose that improved fluidity enhances the customer experience and increases switching costs.

Automated summary

Fluidity refers to the ability of a digital platform ecosystem to adapt to changing consumer preferences and remain relevant in the market. This study introduces three dimensions and five sub-dimensions that determine the fluidity of a digital platform ecosystem. It suggests that firms can manage these dimensions to enhance the fluidity of their platforms, which in turn improves customer experience and increases switching costs.