Customer loyalty in e-commerce: an exploration of its antecedents and consequences
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Summary
The 8Cs—customization, contact interactivity, care, community, convenience, cultivation, choice, and character—are identified and it is demonstrated that all these factors, except convenience, impact e-loyalty.
- Type
- article
- Published
- 2002-03-01
- Cited by
- 2,459
- References
- 66
- Access
- Open access
- OpenAlex
- https://openalex.org/W1975694814
- Semantic Scholar
- https://api.semanticscholar.org/CorpusID:17444133
Keywords
Business, E-commerce, Loyalty, Marketing, Loyalty business model
References
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- Customer satisfaction, customer retention, and market share
- Attractors: Building Mountains in the Flat Landscape of the World Wide Web
- There's something social happening at the mall
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- An emerging model of Web site design for marketing
- A Typology of Retail Failures and Recoveries
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- An Updated Paradigm for Scale Development Incorporating Unidimensionality and Its Assessment
Cited by
- Trust and information privacy concerns in electronic government
- Survey on the Viewpoints of Credit Beneficiaries Qua Consumers in Order to increase Banking Accountability
- User-driven information system development
- Exploring the strategic impact of technological change - Studies on the role of Internet in magazine publishing
- The role of online profiling, service quality, satisfaction and loyalty in developing a CRM capability: propositions and considerations
- Effect of perceived ICT payment system on customer satisfaction at the Kenya Power and Lighting Company
- Antecedentes de la decisión de compra en los entornos virtuales. Propuesta de un modelo descriptivo en la compra interactiva
- Consumer Engagement Behaviors in Brand Communities of Social Networking Sites
- Online shoppers vs non-shoppers: A lifestyle study of Malaysian Internet users
- Massively Multiplayer Online Role-Playing Games (MMORPGs) and Commitment Behavior: An Integrated Model
- Exploring the Role of Switching Costs in Explaining micro-Group adherence from the Socio-Technical Perspective
- CUSTOMERS’ PERCEIVED VALUE OF COMPLEMENTARY PRODUCTS AND SERVICES ON THE INTERNET AND BEHAVIORAL INTENTIONS
- Model prihvaćanja tehnologije i putevi do online lojalnosti potrošača na tržištima u razvoju
- Présence des marques dans les communautés virtuelles de consommation : rôle et impact sur la relation à la marque
- Escalation of Loyalty and the Decreasing Impact of Perceived Value and Satisfaction over Time
- A study about e-loyalty using the Bagozzi framework
- Understanding the Antecedents and Consequences of E-Government Service Quality: An Empirical Investigation
- The influence of service quality and customer satisfaction on customer loyalty in E-commerce settings
- Interactivity of Social Media and Online Consumer Behavior: the Moderating Effects of Opinion Leadership
- Influences of E-Retailer Sponsored Virtual Community on Consumer Loyalty: An Exploration of Underlying Mechanisms
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