A conceptual framework to manage e-loyalty in business-to-consumer e-commerce

Title: A conceptual framework to manage e-loyalty in business-to-consumer e-commerce
Creator: Carlson, Jamie; Sinnappan, Suku; Kriz, Anton
Relation: Building Customer Loyalty: Perspectives and Applications p. 161-172
Publisher: Le Magnus University Press
Resource Type: book chapter
Date: 2005
Description: The issue of assessing customer perceptions of e-service quality performance and its impact on e-loyalty, has emerged as an area of strategic importance fore-marketers and Website managers. This article proposes a conceptual framework of the key determinants, a manager must consider to develop e-loyalty in business-to-consumer e-commerce. It is argued that the quality of a Website can contribute to strengthening loyalty outcomes that ultimately en!tance consumer relationships. Furthermore, it is proposed that lnternet expertise of the user, moderates the impact on the system of relationships. Resultant research propositions are explored, with managerial implications and future research areas are discussed.
Subject: e-loyalty; e-commerce; customer loyalty programs; marketing
Identifier: http://hdl.handle.net/1959.13/923655
Identifier: uon:9780
Identifier: ISBN:8189333127
Language: eng

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