Online customer loyalty: forecasting the repatronage behavior of online retail customers
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Format: | Abschlussarbeit Buch |
| Sprache: | English |
| Veröffentlicht: |
Wiesbaden
Dt. Univ.-Verl.
2003
|
| Ausgabe: | 1. Aufl. |
| Schriftenreihe: | Gabler Edition Wissenschaft : Kundenmanagement & Electronic Commerce
|
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | XXII, 361 S. graph. Darst. : 21 cm |
| ISBN: | 3824479109 |
Internformat
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Datensatz im Suchindex
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|---|---|
| adam_text | Roberta C Nacif
Online Customer Loyalty
Forecasting the Repatronage Behavior of
Online Retail Customers
With a Preface by Prof Dr Manfred Krafft
Deutscher Universitats-Verlag
© 2008 AGI-Information Management Consultants
May be used for personal purporses only or by
libraries associated to dandelon com network
Contents
List of Figures xv
List of Tables xvii
List of Abreviations xxi
1 Introduction 1
1 1 Problem description 1
1 2 Research Aim 5
1 3 Structure of the Thesis 7
2 Conceptual Foundations 9
2 1 Service Encounters 9
2 2 Self-service Technology Research 12
2 3 The Internet as a Self-service Technology 13
3 Concept and Importance of Repatronage Decisions 17
4 Conceptual Development of a
Repatronage Decision Framework 27
4 1 Relational Market Behavior: Analysis of the
Customer Perspective 28
4 2 Relevant Theoretical Concepts 32
421 Behavioral Theories 32
4211 Learning Theories 34
xii Contents
4212 Information Processing Theories of Consumer
Choice 40
4213 Risk Theory 42
4214 Cognitive Consistency Theories 47
4215 Theory of Reasoned Action 49
4216 Equity and Social Exchange Theory 52
4217 Summary of Behavioral Theories 55
422 Economic Theories 57
4221 Transaction Cost Economics Framework 57
4222 Agency Theory 62
4223 Summary of Economic Theories 67
423 Behavioral and Economic Theories and the
Antecedents of Repatronage Decisions 70
4 3 Repatronage Decision Modelling: Analysis of Antecedents 72
431 Customers Electronic Service Quality Perception 72
432 Customer Satisfaction 84
433 Trust 98
434 Behavioral Intentions 113
435 Effect of Decreasing Comparability of
Alternatives 122
436 Justice Perceptions 126
437 Product Familiarity 136
438 Customer Behavior that Signals Bonding 145
4 4 Summary of Hypotheses 153
5 Repatronage Decisions as an Empirical Problem 157
5 1 The Study Design 157
511 Methodology 158
5111 Behavioral Intent Modelling 163
5112 Incidence Response Modelling 164
5113 Usage Levels Decision Modelling 166
512 Research Design 168
Xlll
513 Data Collection Procedure 170
5 2 Operationalization and Measurement of Constructs 173
521 Methodological Considerations Regarding the
Measurement of the Constructs 173
5211 Assessing Content and Face Validity 175
5212 Assessing Construct Reliability 177
5213 Assessing Construct Convergent Validity 179
5214 Assessing Discriminant Validity 183
5215 Assessing the Model Parameters 183
5216 Summary of Construct Evaluation Criteria 184
522 Operationalization and Validation of Constructs 185
5221 Questionnaire Design 185
5222 Operationalization of Endogenous Constructs 186
5223 Measurement and Validation of Exogenous
Constructs 187
5224 Discriminant Validity of Exogenous
Constructs 214
5225 Measures Overview 216
523 Sample Description 219
5 3 Model Estimation and Results 228
531 Logistic Regression Model of Customers
Repurchase Behavior 228
5311 The Full Logistic Regression Model 228
5312 Results of an Alternative Model 247
5313 Cross-Validation of Results 250
532 Tobit Model of Usage Levels Decision 251
5 4 Discussion of Empirical Findings 261
6 Conclusion 287
6 1 Summary of Findings 287
6 2 Managerial Implications 294
6 3 Limitations and Future Research Directions 304
xiv Contents
Appendix 309
A Internet Statistics 311
B Questionnaire 313
C Comparison Between Groups 317
References 319
|
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| spelling | Nacif, Roberta C. Verfasser aut Online customer loyalty forecasting the repatronage behavior of online retail customers Roberta C. Nacif 1. Aufl. Wiesbaden Dt. Univ.-Verl. 2003 XXII, 361 S. graph. Darst. : 21 cm txt rdacontent n rdamedia nc rdacarrier Gabler Edition Wissenschaft : Kundenmanagement & Electronic Commerce Zugl.: Vallendar, Wiss. Hochsch. für Unternehmensführung Koblenz, Diss., 2002 Internet (DE-588)4308416-3 gnd rswk-swf Kaufverhalten (DE-588)4073331-2 gnd rswk-swf Electronic Commerce (DE-588)4592128-3 gnd rswk-swf Markentreue (DE-588)4168905-7 gnd rswk-swf (DE-588)4113937-9 Hochschulschrift gnd-content Electronic Commerce (DE-588)4592128-3 s Markentreue (DE-588)4168905-7 s Kaufverhalten (DE-588)4073331-2 s Internet (DE-588)4308416-3 s DE-604 HEBIS Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=010634910&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Nacif, Roberta C. Online customer loyalty forecasting the repatronage behavior of online retail customers Internet (DE-588)4308416-3 gnd Kaufverhalten (DE-588)4073331-2 gnd Electronic Commerce (DE-588)4592128-3 gnd Markentreue (DE-588)4168905-7 gnd |
| subject_GND | (DE-588)4308416-3 (DE-588)4073331-2 (DE-588)4592128-3 (DE-588)4168905-7 (DE-588)4113937-9 |
| title | Online customer loyalty forecasting the repatronage behavior of online retail customers |
| title_auth | Online customer loyalty forecasting the repatronage behavior of online retail customers |
| title_exact_search | Online customer loyalty forecasting the repatronage behavior of online retail customers |
| title_full | Online customer loyalty forecasting the repatronage behavior of online retail customers Roberta C. Nacif |
| title_fullStr | Online customer loyalty forecasting the repatronage behavior of online retail customers Roberta C. Nacif |
| title_full_unstemmed | Online customer loyalty forecasting the repatronage behavior of online retail customers Roberta C. Nacif |
| title_short | Online customer loyalty |
| title_sort | online customer loyalty forecasting the repatronage behavior of online retail customers |
| title_sub | forecasting the repatronage behavior of online retail customers |
| topic | Internet (DE-588)4308416-3 gnd Kaufverhalten (DE-588)4073331-2 gnd Electronic Commerce (DE-588)4592128-3 gnd Markentreue (DE-588)4168905-7 gnd |
| topic_facet | Internet Kaufverhalten Electronic Commerce Markentreue Hochschulschrift |
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