Customer loyalty in e-commerce: an exploration of its antecedents and consequences |
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Authors: | Srini S. Srinivasan Rolph AndersonKishore Ponnavolu |
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Affiliation: | a Drexel University, Philadelphia, PA 19104, USA b McKinsey & Company, USA |
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Abstract: | This paper investigates the antecedents and consequences of customer loyalty in an online business-to-consumer (B2C) context. We identify eight factors (the 8Cs—customization, contact interactivity, care, community, convenience, cultivation, choice, and character) that potentially impact e-loyalty and develop scales to measure these factors. Data collected from 1,211 online customers demonstrate that all these factors, except convenience, impact e-loyalty. The data also reveal that e-loyalty has an impact on two customer-related outcomes: word-of- mouth promotion and willingness to pay more. |
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Keywords: | E-commerce E-loyalty Internet retailing |
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