PropertyValue
?:abstract
  • Because of the inherently virtual nature of online environments, maintaining customer loyalty on business-to-customer (B2C) e-commerce websites is a challenging task. Although there have been many e-commerce studies that investigate customer loyalty in various B2C contexts, none of them have examined loyalty by simultaneously adopting quality-, risk-, and value-driven perspectives. This study integrates the quality-satisfaction-loyalty paradigm and the extrinsic cue-quality-risk-value chain to develop a theoretical model of customer loyalty that is based on an integrated quality-risk-value perspective. Data collected from 542 experienced online shoppers are used to validate the theoretical research model. Additionally, the mediation effects of perceived e-service quality, perceived risk, perceived value, and satisfaction on the relationship between electronic word-of-mouth (eWOM) and loyalty in B2C websites are validated using rigorous statistical methods. As hypothesized, the findings indicate that both ... ()
?:appearsInJournal
?:citationCount
  • 4 ()
is ?:cites of
?:cites
?:created
  • 2016-06-24 ()
?:creator
?:doi
  • 10.1080/10919392.2015.1089681 ()
?:endingPage
  • 401 ()
?:estimatedCitationCount
  • 4 ()
?:hasDiscipline
?:hasURL
?:issueIdentifier
  • 4 ()
?:language
  • en ()
  • zh_cht ()
?:publicationDate
  • 2015-10-02 ()
?:publisher
  • Taylor & Francis ()
?:rank
  • 22154 ()
?:referenceCount
  • 69 ()
?:startingPage
  • 379 ()
?:title
  • Examining E-Commerce Customer Satisfaction and Loyalty: An Integrated Quality-Risk-Value Perspective ()
?:type
?:volume
  • 25 ()

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