- Title
- Examining the relationships between attributes of e-service performance, brand involvement, attitudes and website loyalty: implications for e-service brand management
- Creator
- Carlson, Jamie; O'Cass, Aron
- Relation
- Brands Rising as Products Fall p. 145-158
- Relation
- Macmillan advanced research series
- Relation
- http://www.macmillanindia.com/book-details.asp?from=gr&bookid=3422&broadid=38&detailedid=57&category=General+%26+Reference&broadsubject=Business+%26+Management&detailedsubject=&page=search
- Publisher
- Macmillan India
- Resource Type
- book chapter
- Date
- 2008
- Description
- The objective of this study is to examine the influence that consumer perceptions in the attributes of a branded Website has on the development of consumer behaviour outcomes such as attitudes towards the Website, Website loyalty and word-of-mouth recommendation behaviours. In addition, the study also explores the role of individual characteristics such as consumer (brand) involvement on Website loyalty and word-of-mouth. Data were gathered via an online questionnaire, resulting in 406 responses from a single organisation. The results indicate that all attributes of a branded Website, along with brand involvement, were found to have a positive influence on the development of loyalty with (he Website and word-of-mouth recommendation behaviours. Conclusions, implications and future research directions for online brand management are discussed.
- Subject
- consumer perceptions; website; customer loyalty; consumer characteristics
- Identifier
- http://hdl.handle.net/1959.13/803490
- Identifier
- uon:6415
- Identifier
- ISBN:9780230636774
- Language
- eng
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