The IRMA Community
Newsletters
Research IRM
Click a keyword to search titles using our InfoSci-OnDemand powered search:
|
An Empirical Study on the Integrated Framework of e-CRM in Online Shopping: Evaluating the Relationships Among Perceived Value, Satisfaction, and Trust Based on Customers' Perspectives
Abstract
Based on customer cognitive, affective and conative experiences in Internet online shopping, this study, from customers’ perspectives, develops a conceptual framework for e-CRM to explain the psychological process that customers maintain a long-term exchange relationship with specific online retailer. The conceptual framework proposes a series of causal linkages among the key variables affecting customer commitment to specific online retailer, such as perceived value (as cognitive belief), satisfaction (as affective experience) and trust (as conative relationship intention). Three key exogenous variables affecting Internet online shopping experiences, such as perceived service quality, perceived product quality, and perceived price fairness, are integrated into the framework. This study empirically tested and supported a large part of the proposed framework and the causal linkages within it. The empirical results highlight some managerial implications for successfully developing and implementing a strategy for e-CRM.
Related Content
|
Simriti Popli, Gabriel Wasswa.
© 2024.
12 pages.
|
|
Pooja Lekhi.
© 2024.
8 pages.
|
|
Shailey Singh.
© 2024.
12 pages.
|
|
Shailey Singh.
© 2024.
9 pages.
|
|
Tanuj Surve, Tuan Nguyen.
© 2024.
17 pages.
|
|
Pawan Kumar, Sanjay Taneja, Mukul Bhatnagar, Arvinder K. Kaur.
© 2024.
17 pages.
|
|
Azadeh Eskandarzadeh.
© 2024.
15 pages.
|
|
|