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Journal ArticleDOI

Customer loyalty in e-commerce: an exploration of its antecedents and consequences

01 Mar 2002-Journal of Retailing (New York University)-Vol. 78, Iss: 1, pp 41-50
TL;DR: In this paper, the antecedents and consequences of customer loyalty in an online business-to-consumer (B2C) context are investigated and the authors identify eight factors (customization, contact interactivity, care, community, convenience, cultivation, choice, and character) that potentially impact e-loyalty and develop scales to measure these factors.
About: This article is published in Journal of Retailing.The article was published on 2002-03-01 and is currently open access. It has received 2190 citations till now. The article focuses on the topics: Loyalty business model & Customer retention.
Citations
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Journal ArticleDOI
TL;DR: The authors provide guidelines outlining four key steps to construct a hierarchical construct model using PLS path modeling using a reflective, fourth-order latent variable model of online experiential value in the context of online book and CD retailing.
Abstract: In this paper, the authors show that PLS path modeling can be used to assess a hierarchical construct model. They provide guidelines outlining four key steps to construct a hierarchical construct model using PLS path modeling. This approach is illustrated empirically using a reflective, fourth-order latent variable model of online experiential value in the context of online book and CD retailing. Moreover, the guidelines for the use of PLS path modeling to estimate parameters in a hierarchical construct model are extended beyond the scope of the empirical illustration. The findings of the empirical illustration are used to discuss the use of covariance-based SEM versus PLS path modeling. The authors conclude with the limitations of their study and suggestions for future research.

3,396 citations

Journal ArticleDOI
TL;DR: In this article, the authors established the dimensions of the etail experience, and developed a reliable and valid scale for the measurement of etail quality based on online and offline focus groups, a sorting task, and an online survey of a customer panel.

2,079 citations

01 Jan 1997
TL;DR: In this paper, the authors examine the implications of electronic shopping for consumers, retailers, and manufacturers, assuming that near-term technological developments will offer consumers unparalleled opportunities to locate and compare product offerings.
Abstract: The authors examine the implications of electronic shopping for consumers, retailers, and manufacturers. They assume that near-term technological developments will offer consumers unparalleled opportunities to locate and compare product offerings. They examine these advantages as a function of typical consumer goals and the types of products and services being sought and offer conclusions regarding consumer incentives and disincentives to purchase through interactive home shopping vis-à-vis traditional retail formats. The authors discuss implications for industry structure as they pertain to competition among retailers, competition among manufacturers, and retailer-manufacturer relationships.

2,077 citations

Journal ArticleDOI
TL;DR: In this paper, the authors analyze the meaning of a service logic as a logic for consumption and provision, respectively, and explore the consequences for value creation and marketing, and conclude that value-in-exchange in essence concerns resources used as a value foundation which are aimed at facilitating customers' fulfilment of value in use.
Abstract: Purpose – In the discussion on service‐dominant logic and its consequences for value creation and marketing the inner meaning of the value‐in‐use notion and the nature of service marketing have not been considered thoroughly. The purpose of this paper is to analyze the meaning of a service logic as a logic for consumption and provision, respectively, and explore the consequences for value creation and marketing.Design/methodology/approach – Being a research‐based paper, the topic is approached by theoretical analysis and conceptual development.Findings – Discussing the differences between value‐in‐exchange and value‐in‐use, the paper concludes that value‐in‐exchange in essence concerns resources used as a value foundation which are aimed at facilitating customers' fulfilment of value‐in‐use. When accepting value‐in‐use as a foundational value creation concept customers are the value creators. Adopting a service logic makes it possible for firms to get involved with their customers' value‐generating proces...

1,792 citations


Cites background from "Customer loyalty in e-commerce: an ..."

  • ...Furthermore, interactions help firms gain and deepen their information about customers and their preferences (Srinivasan et al., 2002)....

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Journal ArticleDOI
TL;DR: In this article, the authors investigated consumers' usage of online recommendation sources and their influence on online product choices and found that consumers who consulted product recommendations selected recommended products twice as often as subjects who did not consult recommendations.

1,543 citations


Cites background from "Customer loyalty in e-commerce: an ..."

  • ...Similarly, it would be of interest to explore if customer loyalty to a specific website ( Srinivasan et al., 2002) acts as a moderator of the influence of online recommendation sources....

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  • ...Similarly, it would be of interest to explore if customer loyalty to a specific website (Srinivasan et al., 2002) acts as a moderator of the influence of online recommendation sources....

    [...]

References
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Journal ArticleDOI
TL;DR: A critical element in the evolution of a fundamental body of knowledge in marketing, as well as for improved marketing practice, is the development of better measures of the variables with which marketers deal with marketing as discussed by the authors.
Abstract: A critical element in the evolution of a fundamental body of knowledge in marketing, as well as for improved marketing practice, is the development of better measures of the variables with which ma...

14,727 citations

Journal ArticleDOI
TL;DR: In this article, a conceptual model of brand equity from the perspective of the individual consumer is presented, which is defined as the differential effect of brand knowledge on consumers' perceptions of the brand.
Abstract: The author presents a conceptual model of brand equity from the perspective of the individual consumer. Customer-based brand equity is defined as the differential effect of brand knowledge on consu...

12,021 citations


"Customer loyalty in e-commerce: an ..." refers background in this paper

  • ...This rationale was also supported by Keller (1993), who suggested that loyalty is present when favorable attitudes for a brand are manifested in repeat buying behavior....

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Book
01 Jan 1974
TL;DR: Applied Linear Statistical Models 5e as discussed by the authors is the leading authoritative text and reference on statistical modeling, which includes brief introductory and review material, and then proceeds through regression and modeling for the first half, and through ANOVA and Experimental Design in the second half.
Abstract: Applied Linear Statistical Models 5e is the long established leading authoritative text and reference on statistical modeling. The text includes brief introductory and review material, and then proceeds through regression and modeling for the first half, and through ANOVA and Experimental Design in the second half. All topics are presented in a precise and clear style supported with solved examples, numbered formulae, graphic illustrations, and "Notes" to provide depth and statistical accuracy and precision. The Fifth edition provides an increased use of computing and graphical analysis throughout, without sacrificing concepts or rigor. In general, the 5e uses larger data sets in examples and exercises, and where methods can be automated within software without loss of understanding, it is so done.

10,747 citations

Journal ArticleDOI
TL;DR: In this article, the authors show that service quality relates to retention of customers at the aggregate level, as other research has indicated, and evidence of its impact on customers' behavioral responses should be detectable.
Abstract: If service quality relates to retention of customers at the aggregate level, as other research has indicated, then evidence of its impact on customers’ behavioral responses should be detectable. Th...

10,574 citations