6533b86efe1ef96bd12cc7c7
RESEARCH PRODUCT
Measuring the antecedents of e-loyalty and the effect of switching costs on website
Beatriz Moliner VelázquezGloria Berenguer ContríMaria Fuentes-blascoIrene Gil-saurasubject
Customer retentionProcess (engineering)Strategy and Managementmedia_common.quotation_subjectAffect (psychology)Loyalty business modelCustomer advocacyManagement of Technology and InnovationValue (economics)Quality (business)BusinessMarketingmedia_commonDependency (project management)description
This paper deals with the process by which electronic customer loyalty (e-loyalty) is formed. The twofold aim is to analyse e-loyalty, describing its development in terms of how it is influenced by several determinants and to study potential barriers to switching which significantly affect the repeat purchase decision. In particular, an integrating theoretical framework is proposed to determine the e-loyalty dependency of electronic service quality and perceived value, and how this last relationship can be moderated by switching costs. Results offer evidence for the important role of customer's perceptions of e-service quality and value in e-loyalty. Proposals are made of how companies that are online can use this knowledge to build marketing strategies.
| year | journal | country | edition | language |
|---|---|---|---|---|
| 2010-09-01 | The Service Industries Journal |