Journal ArticleDOI
Customer satisfaction and loyalty in online and offline environments
TLDR
In this paper, the authors propose a conceptual framework and develop hypotheses about the effects of the online medium on customer satisfaction and loyalty and on the relationships between satisfaction and loyalties.About:Â
This article is published in International Journal of Research in Marketing.The article was published on 2003-06-01. It has received 1585 citations till now. The article focuses on the topics: Loyalty business model & Customer satisfaction.read more
Citations
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Journal ArticleDOI
Customer Value, Satisfaction, Loyalty, and Switching Costs: An Illustration From a Business-to-Business Service Context:
TL;DR: In this paper, the authors extend prior research by developing a conceptual framework linking all of these constructs in a business-to-business (B2B) service setting, and they hypothesize that customer satisfaction mediates the relationship between customer value and customer loyalty, and customer satisfaction and loyalty have significant reciprocal effects on each other.
Journal ArticleDOI
Are the Drivers and Role of Online Trust the Same for All Web Sites and Consumers? A Large-Scale Exploratory Empirical Study
TL;DR: In this article, the authors developed a conceptual model that links Web site and consumer characteristics, online trust, and behavioral intent, and estimated this model on data from 6831 consumers across 25 sites from eight Web site categories, using structural equation analysis with a priori and post hoc segmentation.
Journal ArticleDOI
What Is Interactivity and Is It Always Such a Good Thing? Implications of Definition, Person, and Situation for the Influence of Interactivity on Advertising Effectiveness
Yuping Liu,L. J. Shrum +1 more
TL;DR: In this paper, the authors explore the nature of interactivity and its underlying processes to determine the conditions in which interactivity may be both useful and detrimental in an advertising context, and they provide a concrete conceptualization and definition for interactivity that encompasses these various dimensions.
Journal ArticleDOI
Challenges and opportunities in multichannel customer management
Scott A. Neslin,Dhruv Grewal,Robert Leghorn,Venkatesh Shankar,Marije L. Teerling,Jacquelyn S. Thomas,Peter C. Verhoef +6 more
TL;DR: Multichannel customer management is the design, deployment, coordination, and evaluation of channels through which firms and customers interact, with the goal of enhancing customer value through ef... as discussed by the authors.
Journal ArticleDOI
Customer Loyalty in E-Commerce
TL;DR: It is hypothesized that customer loyalty to a specific online vendor increased with perceived better service quality both directly and through increased trust, and the data suggest that the five dimensions of service quality in SERVQUAL collapse to three with online service quality.
References
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Book ChapterDOI
Prospect theory: an analysis of decision under risk
Daniel Kahneman,Amos Tversky +1 more
TL;DR: In this paper, the authors present a critique of expected utility theory as a descriptive model of decision making under risk, and develop an alternative model, called prospect theory, in which value is assigned to gains and losses rather than to final assets and in which probabilities are replaced by decision weights.
Journal ArticleDOI
Prospect theory: analysis of decision under risk
Daniel Kahneman,Amos Tversky +1 more
Journal ArticleDOI
A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions
TL;DR: In this paper, a model is proposed which expresses consumer satisfaction as a function of expectation and expectancy disconfirmation, in turn, is believed to influence attitude change and purchase i...
Journal ArticleDOI
Whence Consumer Loyalty
TL;DR: Both practitioners and academics understand that consumer loyalty and satisfaction are linked inextricably. But they also understand that this relation is asymmetric as mentioned in this paper. Although loyal consumers are most...
Book
Satisfaction: A Behavioral Perspective On The Consumer
TL;DR: Satisfaction: Satisfaction is defined as "the object of desire" as mentioned in this paper, and it is defined by attributes, features, and dimensions of a person's attributes and dimensions.
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