Online relationship marketing and affective customer commitment – The mediating role of trust
Tóm tắt
Từ khóa
Tài liệu tham khảo
Abdul-Ghani, E., Hyde, K.F. and Marshall, R. (2011) Emic and etic interpretations of engagement with a consumer-to-consumer online auction site. Journal of Business Research 64 (10): 1060–1066.
Ahn, T., Hong, M. and Pedersen, P.M. (2014) Effects of perceived interactivity and web organisation on user attitudes. European Sport Management Quarterly 14 (2): 111–128.
Alteren, G. and Tudoran, A.A. (2016) Enhancing export performance: Betting on customer orientation, behavioral commitment, and communication. International Business Review 25 (1): 370–381.
Amoako, G. (2012) Improving customer service in the banking industry – Case of Ghana Commercial Bank (GCB), Ghana. International Business Research 5 (4): 134–148.
Auh, S. (2005) The effects of soft and hard service attributes on loyalty: The mediating role of trust. Journal of Services Marketing 19 (2): 80–92.
Blasco-Arcas, L., Hernandez-Ortega, B.I. and Jimenez-Martinez, J. (2014) Collaborating online: The roles of interactivity and personalisation. The Service Industries Journal 34 (8): 677–698.
Boadu, K.A. (2014) Surfline, first 4G LTE launched in Ghana. Citifmonline, http://www.citifmonline.com , accessed 20 August 2014.
Bonsón, E. and Flores, F. (2011) Social media and corporate dialogue: The response of global financial institutions. Online Information Review 35 (1): 34–49.
Bowden, J.L.H. (2009) The process of customer engagement: a conceptual framework. Journal of Marketing Theory and Practice 17 (1): 63–74.
Brodie, R.J., Ilic, A., Juric, B. and Hollebeek, L. (2013) Consumer engagement in a virtual brand community: An exploratory analysis. Journal of Business Research 66 (1): 105–114.
Brown, J.R. and Dant, R.P. (2014) The role of e-commerce in muilti-channel marketing strategy. In: F.J. Martínez-López (ed.) Handbook of Strategic e-Business Management. Heidelberg, Germany: Springer, pp. 467–487.
Calder, B.J., Malthouse, E.C. and Schaedel, U. (2009) An experimental study of the relationship between online engagement and advertising effectiveness. Journal of Interactive Marketing 34 (4): 321–331.
Chellappa, R.K. and Sin, R.G. (2005) Personalization versus privacy: An empirical examination of the online consumer’s dilemma. Information Technology and Management 6 (2/3): 181–202.
Chen, J.V., Yen, D.C., Rajkumar, T.M. and Tomochko, N.A. (2011) The antecedent factors on trust and commitment in supply chain relationships. Computer Standards & Interfaces 33 (3): 262–270.
Cheng, Y.-M. (2014) Roles of interactivity and usage experience in e-learning acceptance: A longitudinal study. International Journal of Web Information Systems 10 (1): 2–23.
Ching, H.L. and Ellis, P. (2006) Does relationship marketing exist in cyberspace. Management International Review 46 (5): 557–572.
Citifmonline (2016) BusyInternet launches 4G data packages; rebrands as Busy, http://citifmonline.com/2016/01/27/busyinternet-launches-4g-data-packages-rebrands-as-busy/#sthash.rROm80ol.dpuf , accessed 27 January 2016.
Colgate, M., Buchanan-Oliver, M. and Elmsly, R. (2005) Relationship benefits in an internet environment. Managing Service Quality 15 (5): 426–436.
Deloitte (2014) 2015 Banking outlook: Boosting profitability amidst new challenges. Deloitte Center for Financial Services, http://www2.deloitte.com/content/dam/Deloitte/global/Documents/Financial-Services/gx-us-fsi-outlook-banking-final.pdf , accessed 26 November 2014.
Durkin, M. (2007) On the role of bank staff in online customer purchase. Marketing Intelligence & Planning 25 (1): 82–97.
Durkin, M.G. and Howcroft, B. (2003) Relationship marketing in the banking sector: The impact of new technologies. Marketing Intelligence and Planning 21 (1): 61–71.
Eastlick, M.A., Lotz, S.L. and Warrington, P. (2006) Understanding online B-to-C relationships: An integrated model of privacy concerns, trust, and commitment. Journal of Business Research 59 (8): 877–886.
Fullerton, G. (2011) Creating advocates: The roles of satisfaction, trust and commitment. Journal of Retailing and Consumer Services 18 (1): 92–100.
Gan, L., Sim, C.J., Tan, H.J. and Tna, J. (2007) Online relationship marketing by Singapore hotel websites. Journal of Travel and Tourism Marketing 20 (3/4): 1–19.
Gummerus, J., Liljander, V., Weham, E. and Pihlström, M. (2012) Customer engagement in a Facebook brand community. Management Research Review 35 (9): 857–877.
Gustafsson, A., Johnson, M.D. and Roos, I. (2005) The effects of customer satisfaction, relationship commitment dimensions, and triggers on customer retention. Journal of Marketing 69 (4): 210–218.
Hair, J.F., Black, W.C., Babin, B.J., Anderson, R.E. and Tatham, R.L. (2006) Multivariate Data Analysis, 6th edn. Upper Saddle River, NJ: Pearson Education.
Hair, J.F., Black, W.C., Babin, B.J., Anderson, R.E. and Tatham, R.L. (2010) Multivariate Data Analysis, 6th edn. Upper Saddle River, NJ: Prentice Hall.
Hamm, J.A., Lee, J., Trinkner, R., Wingrove, T., Leben, S. and Breuer, C. (2016) On the cross-domain scholarship of trust in the institutional context. In: E. Shockley, T. Neal, L. PytlikZillig and B. Bornstein (eds.) Interdisciplinary Perspectives on Trust. New York: Springer International Publishing, pp. 131–156.
Harker, M.J. (1999) Relationship marketing defined? An examination of current relationship marketing definitions. Marketing Intelligence and Planning 17 (1): 13–20.
Harrison-Walker, L.J. (2001) The measurement of word-of-mouth communication and an investigation of service quality and customer commitment as potential antecedents. Journal of Service Research 4 (1): 60–75.
Hinson, R., Dasah, J. and Owusu-Frimpong, N. (2009) Undergraduate First Time Bank Customers’ Perception of Service Quality in Ghana. International Business Economics, Working Paper Series 49. Aalborg, Denmark: Centre for International Business, Department of Business Studies, Aalborg University.
Hinson, R.E. (2011) Banking the poor: The role of mobiles. Journal of Financial Services Marketing 15 (4): 320–333.
Holmes-Smith, P. (2001) Introduction to Structural Equation Modelling Using LISREL. Perth, Australia: ACSPRI.
Hsiao, C.H., Shen, G.C. and Chao, P.J. (2015) How does brand misconduct affect the brand–customer relationship? Journal of Business Research 68 (4): 862–866.
Imlawi, J. and Gregg, D. (2014) Engagement in online social networks: The impact of self-disclosure and humor. International Journal of Human-Computer Interaction 30 (2): 106–125.
International Telecommunication Union (2009) Information Society Statistical Profiles 2009 Africa. Geneva, Switzerland: International Telecommunications Union.
International Telecommunication Union (2012) Information Society Statistical Profiles 2012 Africa. Geneva, Switzerland: International Telecommunications Union.
Internet World Statistics (2012) Ghana Internet Usage and Telecommunications Report, http://www.internetworldstats.com/af/gh.htm , accessed 18 December 2015.
Jaakkola, E. and Alexander, M. (2014) The role of customer engagement behavior in value co-creation a service system perspective. Journal of Service Research 17 (3): 247–261.
Johns, R. and Perrott, B. (2008) The impact of internet banking on business-customer relationships (Are you being self-served?). International Journal of Bank Marketing 26 (7): 465–482.
Johnson, M.S., Sivadas, E. and Garbarino, E. (2008) Customer satisfaction, perceived risk and affective commitment: An investigation of directions of influence. Journal of Services Marketing 22 (5): 353–362.
Jones, M.A., Reynolds, K.E., Mothersbaugh, D.L. and Beatty, S.E. (2007) The positive and negative effects of switching costs on relational outcomes. Journal of Service Research 9 (4): 335–355.
Jones, T., Fox, G.L., Taylor, S.F. and Fabrigar, L.R. (2010) Service customer commitment and response. Journal of Services Marketing 24 (1): 16–28.
Kassim, N.M. and Abdulla, A.K.M.A. (2006) The influence of attraction on internet banking: An extension to the trust-relationship commitment model. International Journal of Bank Marketing 24 (6): 424–442.
Kasule, M.Y. (2013) Increase of internet usage in Ghana and its implications, Modern Ghana, http://www.modernghana.com , accessed 17 September 2013.
Kim, M.J., Chung, N. and Lee, C.K. (2011) The effect of perceived trust on electronic commerce: Shopping online for tourism products and services in South Korea. Tourism Management 32 (2): 256–265.
Köhler, C.F., Rohm, A.J., de Ruyter, K. and Wetzels, M. (2011) Return on interactivity: The impact of online agents on newcomer adjustment. Journal of Marketing 75 (2): 93–108.
MacMillan, K., Money, K., Money, A. and Downing, S. (2005) Relationship marketing in the not-for-profit sector: An extension and application of the commitment–trust theory. Journal of Business Research 58 (6): 806–818.
Maheshwari, V., Lodorfos, G. and Jacobsen, S. (2016) Investigating the drivers that determines brand loyalty: A study of the experience-commitment-loyalty construct. In: M.W. Obal, N. Krey and C. Bushardt (eds.) Let’s Get Engaged! Crossing the Threshold of Marketing’s Engagement Era. New York: Springer International Publishing, pp. 731–736.
Malthouse, E.C., Calder, B.J., Kim, S.J. and Vandenbosch, M. (2016) Evidence that user-generated content that produces engagement increases purchase behaviours. Journal of Marketing Management 32 (5/6): 1–18.
Mangiaracina, R., Perego, A., Perotti, S. and Tumino, A. (2016) Assessing the environmental impact of logistics in online and offline B2C purchasing process in the apparel industry. International Journal of Logistics Systems and Management 23 (1): 98–124.
Martínez-López, F.J., Anaya-Sánchez, R., Aguilar-Illescas, R. and Molinillo, S. (eds.) (2016) Value creation in virtual brand communities. In: Online Brand Communities. Switzerland: Springer International Publishing, pp. 189–205.
McCallum, S.Y., Forret, M.L. and Wolff, H.-G. (2014) Internal and external networking behaviour. Career Development International 19 (5): 595–614.
McMillan, S., Hwang, J. and Lee, G. (2003) Effects of structural and perceptual factors on attitudes toward the website. Journal of Advertising Research 43 (4): 400–409.
Montazemi, A.R. and Qahri-Saremi, H. (2015) Factors affecting adoption of online banking: A meta-analytic structural equation modeling study. Information & Management 52 (2): 210–226.
Morgan, R.M. and Hunt, S.D. (1994) The commitment-trust theory of relationship marketing. Journal of Marketing 58 (3): 20–38.
Mukherjee, A. and Nath, P. (2007) Role of electronic trust in online retailing: A re-examination of the commitment-trust theory. European Journal of Marketing 41 (9/10): 1173–1202.
Narteh, B. (2013) Service quality in automated teller machines: An empirical investigation. Managing Service Quality: An International Journal 23 (1): 62–89.
Narteh, B., Agbemabiese, G.C., Kodua, P. and Braimah, M. (2013) Relationship marketing and customer loyalty: Evidence from the Ghanaian luxury hotel industry. Journal of Hospitality Marketing & Management 22 (4): 407–436.
National Communications Authority (2015) Mobile data figures for the month of 2015, http://www.nca.org.gh/73/87/Download-Documents.html , accessed 31 December 2015.
Penz, E. and Hogg, M.K. (2011) The role of mixed emotions in consumer behaviour: Investigating ambivalence in consumer’s experiences of approach-avoidance conflicts in online and offline settings. European Journal of Marketing 45 (1/2): 104–132.
Rossi, C. (2011) Online consumer communities, collaborative learning and innovation. Measuring Business Excellence 15 (3): 46–62.
Sashi, C.M. (2012) Customer engagement, buyer-seller relationships, and social media. Management Decision 50 (2): 253–272.
Schreiber, J.B. (2008) Core reporting practices in structural equation modeling. Research in Social and Administrative Pharmacy 4 (2): 83–97.
Senecal, S. and Nantel, J. (2004) The influence of online product recommendations on consumers’ online choices. Journal of Retailing 80 (2): 159–169.
Shapiro, J.M., Romano Jr., N.C. and Mittal, B. (2004) Emergent internet technology applications for relationship marketing. Journal of Relationship Marketing 2 (3/4): 85–108.
Sharma, J. and Dhar, R.L. (2016) Factors influencing job performance of nursing staff: Mediating role of affective commitment. Personnel Review 45 (1): 161–182.
Shen, A. and Ball, D. (2009) Is personalization of services always a good thing? Exploring the role of technology-mediated personalization (TMP) in service relationships. Journal of Services Marketing 23 (2): 79–91.
Shukla, P., Banerjee, M. and Singh, J. (2016) Customer commitment to luxury brands: Antecedents and consequences. Journal of Business Research 69 (1): 323–331.
Spencer-Scarr, D. (2010) Unlocking the power of internet collaboration: Adjusting concepts so more people ‘get it’. The International Journal of Technology, Knowledge and Society 6 (2): 1–16.
Steuer, J. (1992) Defining virtual reality: Dimensions determining telepresence. Journal of Communication 42 (4): 73–93.
Story, V.M., Boso, N. and Cadogan, J.W. (2014) The form of relationship between firm‐level product innovativeness and new product performance in developed and emerging markets. Journal of Product Innovation Management 32 (1): 45–64.
Tarhini, A., Mgbemena, C., Trab, M.S.A. and Masa’deh, R. (2015) User adoption of online banking in Nigeria: A qualitative study. Journal of Internet Banking and Commerce 20 (1): 132.
The Ghana Banking Survey (2014) The Future of Banking in Ghana.........What’s next?, http://www.pwc.com/en_GH/gh/assets/pdf/gh-banking-survey-2014.pdf , accessed 15 September 2014.
Venetis, K.A. and Ghauri, P.N. (2004) Service quality and customer retention: Building long-term relationships. European Journal of Marketing 38 (11/12): 1577–1598.
Vivek, S.D., Beatty, S.E. and Morgan, R.M. (2012) Consumer engagement: Exploring customer relationships beyond purchase. Marketing Theory and Practice 20 (2): 122–146.
Woldie, A., Hinson, R., Iddrisu, H. and Boateng, R. (2008) Internet banking: An initial look at Ghanaian bank consumer perceptions. Bank and Bank Systems 3 (2): 35–46.
World Bank (2009) World Development Indicators. Washington DC: World Bank.
Yap, K.B., Wong, D.H., Loh, C. and Bak, R. (2010) Offline and online banking – Where to draw the line when building trust in e-banking. International Journal of Bank Marketing 28 (1): 27–46.
Yucel, I., McMillan, A. and Richard, O.C. (2014) Does CEO transformational leadership influence top executive normative commitment? Journal of Business Research 67 (6): 1170–1177.