Intensifying online loyalty! The power of website quality and the perceived value of consumer/seller relationship
Tóm tắt
Từ khóa
Tài liệu tham khảo
2004, The impact of the online and offline features on the user acceptance of internet shopping malls, Electronic Commerce Research and Applications, 3, 405, 10.1016/j.elerap.2004.05.001
2002, Developing and validating an instrument for measuring user-perceived web quality, Information & Management, 39, 467, 10.1016/S0378-7206(01)00113-6
1987, Practical issues in structural modelling, Sociological Methods and Research, 16, 78, 10.1177/0049124187016001004
2011, The effects of information privacy and online shopping experience in e-commerce, Academy of Marketing Studies Journal, 15, 97
2001, An empirical analysis of the antecedents of electronic commerce service continuance, Decision Support Systems, 32, 201, 10.1016/S0167-9236(01)00111-7
Brand Finance (2015), “Global 500 2015”, available at: www.brandfinance.com/images/upload/brand_finance_global_500_2015.pdf (accessed July 4, 2015).
1996, Measuring customer value: gaining the strategic advantage, Organizational Dynamics, 24, 63, 10.1016/S0090-2616(96)90006-6
2009, The effects of information overload on consumers’ subjective state towards buying decision in the internet shopping environment, Electronic Commerce Research & Applications, 8, 48, 10.1016/j.elerap.2008.09.001
2003, A partial least squares latent variable modeling approach for measuring interaction effects: results from a Monte Carlo simulation study and an electronic-mail emotion/adoption study, Information Systems Research, 14, 189, 10.1287/isre.14.2.189.16018
2007, Examining the integrated influence of fairness and quality on learners’ satisfaction and web-based learning continuance intention, Information Systems Journal, 17, 271, 10.1111/j.1365-2575.2007.00238.x
2005, Website quality and customer’s behavioural intention: an exploratory study of the role of information asymmetry, Total Quality Management & Business Excellence, 16, 185, 10.1080/14783360500054277
1988, Statistical Power Analysis for The Behavioral Sciences
2003, On-line trust: concepts, evolving themes, a model, International Journal of Human-Computer Studies, 58, 737, 10.1016/S1071-5819(03)00041-7
2003, The DeLone and McLean model of information systems success: a ten-year update, Journal of Management Information Systems, 19, 9, 10.1080/07421222.2003.11045748
2004, Measuring e-commerce success applying the DeLone and McLean information systems success model, Information Journal of Electronic Commerce, 9, 31, 10.1080/10864415.2004.11044317
2013, Website performance and behavioral consequences: a formative measurement approach, Journal of Business Research, 66, 771, 10.1016/j.jbusres.2011.09.017
2015, Consistent partial least squares path modelling, MIS Quarterly, 39, 297, 10.25300/MISQ/2015/39.2.02
2010, Stop trying to delight your customers, Harvard Business Review, 88, 116
eMarkete (2014), “Retail sales worldwide will top $22 trillion this year”, available at: www.emarketer.com/Article/Retail-Sales-Worldwide-Will-Top-22-Trillion-This-Year/1011765 (accessed July 4, 2015).
1992, A national customer satisfaction barometer: the Swedish experience, Journal of Marketing, 56, 6, 10.1177/002224299205600103
1981, Evaluating structural equation models with unobservable variables and measurement error, Journal of Marketing Research, 18, 39, 10.1177/002224378101800104
2009, Category-specific RECIPEs for internet retailing quality, Journal of Services Marketing, 23, 450, 10.1108/08876040910995248
2012, Understanding online purchase decision making: the effects of unconscious thought, information quality and information quantity, Decision Support Systems, 53, 772, 10.1016/j.dss.2012.05.011
2012, The bonding effects of relationship value and switching costs in industrial buyer-seller relationships: an investigation into role differences, Industrial Marketing Management, 41, 82, 10.1016/j.indmarman.2011.11.013
2010, Organizational impact of system quality, information quality and service quality, The Journal of Strategic Information Systems, 19, 207, 10.1016/j.jsis.2010.05.001
2009, Consumer e-shopping acceptance: antecedents in a technology acceptance model, Journal of Business Research, 62, 565, 10.1016/j.jbusres.2008.06.016
2011, PLS-SEM: indeed a silver bullet, Journal of Marketing Theory and Practice, 18, 139
2012, An assessment of the use of partial least squares structural equation modeling in marketing research, Journal of the Academy of Marketing Science, 40, 414, 10.1007/s11747-011-0261-6
1998, Multivariate Data Analysis
Henseler, J. (2007), “A new and simple approach to multi-group analysis in partial least squares path modeling”, in Martens, H. and Næs, T. (Eds), Causalities Explored by Indirect Observation: Proceedings of the 5th International Symposium on PLS and Related Methods (PLS’07), PLS, Holland Enschede, pp. 104-107.
Henseler, J. and Dijkstra, T.K. (2014), “ADANCO 1.0. Kleve: composite modeling”, available at: www.compositemodeling.com
2016, Using PLS path modeling in new technology research: updated guidelines, Industrial Management & Data Systems, 116, 2, 10.1108/IMDS-09-2015-0382
2015, A new criterion for assessing discriminant validity in variance-based structural equation modelling, Journal of the Academy of Marketing Science, 43, 115, 10.1007/s11747-014-0403-8
2014, Common beliefs and reality about PLS: comments on Rönkkö & Evermann (2013), Organizational Research Methods, 17, 182, 10.1177/1094428114526928
2005, The role of cumulative online purchasing experience in service recovery management, Journal of Interactive Marketing, 19, 54, 10.1002/dir.20043
1998, Marketing industrial products on the internet, Industrial Marketing Management, 27, 63, 10.1016/S0019-8501(97)00038-2
2013, Reducing perceived online shopping risk to enhance loyalty: a website quality perspective, Journal of Risk Research, 17, 241
2012, A study of the relationship between the value perception and loyalty intention toward an e-retailer website, Journal of Internet Banking & Commerce, 17, 1
2012, Factors influencing internet shopping value and customer repurchase intention, Electronic Commerce Research & Applications, 11, 374, 10.1016/j.elerap.2012.04.002
2012, Investigating the value of sociomaterialism in conceptualizing it capability of a firm, Journal of Management Information Systems, 29, 327, 10.2753/MIS0742-1222290310
2009, The impact of website quality on information quality, value and loyalty intentions in apparel retailing, Journal of Interactive Marketing, 23, 221, 10.1016/j.intmar.2009.04.009
2006, Online service attributes available on apparel retail web sites: an E-S-QUAL approach, Managing Service Quality, 16, 51, 10.1108/09604520610639964
2003, E-commerce and consumer’s purchasing behaviour, Applied Economics, 35, 721, 10.1080/0003684022000020850
2009, Shopping value in online auctions: their antecedents and outcomes, Journal of Retailing & Consumer Services, 16, 75, 10.1016/j.jretconser.2008.11.003
2001, Characteristics of virtual experience in electronic commerce: a protocol analysis, Journal of Interactive Marketing, 15, 13, 10.1002/dir.1013
2002, Perceived risks as barriers to internet and e-commerce usage, Qualitative Market Research: An International Journal, 5, 291, 10.1108/13522750210443245
2010, In search of e-service value: technology-exploitation vs certainty-seeking online behaviours, The Service Industries Journal, 30, 1377, 10.1080/02642060802613541
2010, The effects of shopping orientations, online trust and prior online purchase experience toward customers’ online purchase intention, International Business Research, 3, 63, 10.5539/ibr.v3n3p63
1992, Guttman on factor analysis and group differences: a comment, Multivariate Behavioral Research, 27, 235, 10.1207/s15327906mbr2702_6
1989, Latent Variable Path Modeling with Partial Least Squares
2002, Webqual: a measure of website quality, Marketing Theory and Applications, 13, 423
2012, The effectiveness of online shopping characteristics and well-designed websites on satisfaction, MIS Quarterly, 36, 1131, 10.2307/41703501
2011, Does involvement matter in online shopping satisfaction and trust?, Psychology & Marketing, 28, 145, 10.1002/mar.20384
2002, The measurement of web-customer satisfaction: an expectation and disconfirmation approach, Information Systems Research, 13, 296, 10.1287/isre.13.3.296.76
2010, College Students (Ages 18-24) on the Web
2006, The effects of utilitarian and hedonic online shopping value on consumer preference and intentions, Journal of Business Research, 59, 1160
OxIS, 2005, Oxford Internet Survey
2005, E-S-QUAL: a multiple-item scale for assessing electronic service quality, Journal of Service Research, 7, 213, 10.1177/1094670504271156
2012, The effect of pre- and post-service performance on consumer evaluation of online retailers, Decision Support Systems, 52, 415, 10.1016/j.dss.2011.10.001
2002, The value creation process in customer relationship management, Insight Interactive, 1
Prindle, D. (2012), “Best online retailers”, available at: www.digitaltrends.com/lifestyle/best–online–retailers/ (accessed October 1, 2013).
2012, Users’ perceptions towards website quality and its effect on intention to use e-government services in Jordan, International Business Research, 6, 97
1996, The value concept and relationship marketing, European Journal of Marketing, 30, 19, 10.1108/03090569610106626
2012, A critical look at the use of PLS-SEM in MIS quarterly, MIS Quarterly, 36, iiv
2012, More is not always better: the impact of relationship functions on customer-perceived relationship value, Industrial Marketing Management, 41, 136, 10.1016/j.indmarman.2011.11.020
1979, New life-style determinants of women’s food shopping behaviour, Journal of Marketing, 43, 28, 10.1177/002224297904300303
2003, E-service quality: a model of virtual service quality dimensions, Managing Service Quality, 13, 233, 10.1108/09604520310476490
Sarstedt, M., Henseler, J. and Ringle, C.M. (2011), “Multigroup analysis in partial least squares (PLS) path modeling: alternative methods and empirical results”, Advances in International Marketing, Vol. 10 No. 22, pp. 195-218.
2008, The influence of college students’ shopping orientations and gender differences on online information searches and purchase behaviours, International Journal of Consumer Studies, 32, 113, 10.1111/j.1470-6431.2007.00647.x
2013, The effect of site quality on repurchase intention in Internet shopping through mediating variables: the case of university students in South Korea, International Journal of Information Management, 33, 453, 10.1016/j.ijinfomgt.2013.02.003
2009, Web strategies to promote internet shopping: is cultural-customization needed?, MIS Quarterly, 33, 491, 10.2307/20650306
2011, Conflicting attitudes and scepticism towards online shopping: the role of experience, International Journal of Consumer Studies, 35, 338, 10.1111/j.1470-6431.2010.00945.x
2011, The impact of electronic-service quality on online shopping behaviour, Total Quality Management & Business Excellence, 22, 1007, 10.1080/14783363.2011.593869
2016, Discriminant validity testing in marketing: an analysis, causes for concern, and proposed remedies, Journal of the Academy of Marketing Science, 44, 119, 10.1007/s11747-015-0455-4
2003, Measuring the hedonic and utilitarian dimensions of consumer attitude, Journal of Marketing Research, 40, 310, 10.1509/jmkr.40.3.310.19238
2001, Value creation in buyer-seller relationships, Industrial Marketing Management, 30, 365, 10.1016/S0019-8501(01)00156-0
2012, The impact of age and shopping experiences on the classification of search, experience and credence goods in online shopping, Information Systems & e-Business Management, 10, 135, 10.1007/s10257-010-0156-y
2009, Using PLS path modeling for assessing hierarchical construct models: guidelines and empirical illustration, MIS Quarterly, 33, 177, 10.2307/20650284
2003, eTailQ: dimensionalizing, measuring and predicting retail quality, Journal of Retailing, 79, 183, 10.1016/S0022-4359(03)00034-4
2004, Customer perceived value, satisfaction and loyalty: the role of switching costs, Psychology & Marketing, 21, 799, 10.1002/mar.20030
Zeithaml, V.A. (1981), “How consumer evaluation processes differ between goods and services”, in Donnelly, J.H. and George, W.R. (Eds), Marketing of Services, American Marketing Association, Chicago, IL, pp. 186-190.
1996, The behavioral consequences of service quality, Journal of Marketing, 60, 31, 10.1177/002224299606000203
2002, Service quality delivery through web sites: a critical review of extant knowledge, Journal of the Academy of Marketing Science, 30, 362, 10.1177/009207002236911