Cross‐cultural examination of the relationships among firm reputation, e‐satisfaction, e‐trust, and e‐loyalty

Jin, Byoungho; Park, Jin Yong; Kim, Jiyoung

doi:10.1108/02651330810877243

Cited by 260 publications

(236 citation statements)

References 43 publications

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“…This result could be interpreted as contrary to previous studies which found that the relationship between satisfaction and loyalty is stronger in collectivists cultures with greater uncertainty avoidance (Jin et al, 2008). It would also confirm Van Birgelen, De Ruyter, De Jong, and Wetzels (2002) who affirm that in studies of consumer behaviour, the empirical results concerning national culture and services are not always consistent and univocal.…”

Section: Discussion Conclusion and Limitationscontrasting

confidence: 56%

“…On the other hand, in the literature we find studies of other sectors of activity that have analyzed the moderator effects of the uncertainty avoidance and individualism/collectivism dimensions. In respect of uncertainty avoidance, moderator effects have been identified in repurchase intentions (Wong, 2004), in the relationships between perceived service quality and satisfaction (Reimann, Lünemann, & Chase, 2008), between satisfaction and loyalty (Jin et al, 2008;Liu et al, 2001). As regards the moderator effects of individualism/collectivism, these have been identified in the relationships between satisfaction and loyalty (Liu et al, 2001) and between attitude (affective loyalty) and intention (conative loyalty) (Kacen & Lee, 2002).…”

Section: [Table 1]mentioning

confidence: 99%

“…Numerous earlier studies of crossnational differences in consumer behaviour in different consumption sectors have verified that cultural differences have a strong influence on consumers, to the extent that the same product or service may be perceived differently according to the culture of origin and determine individual behaviour (Mok & Amstrong, 1998;Mattila, 1999;Weber & Villebonne, 2002;Cunningham, Young, Lee, & Ulaga, 2006;Jin, Park, & Kim, 2008;Suiden & Diagne, 2009). Though it is true that the members of national communities have a wide diversity of individual cultural identities, it is also true that, over and above the individual cultural identity, there exists the national cultural identity (Tipton, 2009), although globalization and the internationalisation of markets has brought with it a process of transfer and construction of the meaning that implies new processes of identity formation, cultural hybridisation and "glocalization" (Gould and Grein, 2009).…”

Section: Cross-nationalmentioning

confidence: 99%

See 2 more Smart Citations

Urban destination loyalty drivers and cross-national moderator effects: The case of Barcelona

et al. 2012

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Section: Discussion Conclusion and Limitationscontrasting

confidence: 56%

Section: [Table 1]mentioning

confidence: 99%

Section: Cross-nationalmentioning

confidence: 99%

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Urban destination loyalty drivers and cross-national moderator effects: The case of Barcelona

et al. 2012

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“…The original point of the present framework compared to existing models is that it is categorized around the concept of purchase, which is theorized as a process and not a one-time event. Existing theories have focused on the analysis of online consumer behaviour around e-service quality [15,234] or e-commerce in general [113,139,214], offering important classifications but neglecting to signify the importance of the ultimate consumer action [9], which is loyalty behaviour [145]. This new approach has immediate managerial implications, discussed below.…”

Section: Resultsmentioning

confidence: 99%

Critical review of the e-loyalty literature: a purchase-centred framework

Valvi

Fragkos

2012

Electron Commer Res

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Over the last few years, the concept of online loyalty has been examined extensively in the literature, and it remains a topic of constant inquiry for both academics and marketing managers. The tremendous development of the Internet for both marketing and e-commerce settings, in conjunction with the growing desire of consumers to purchase online, has promoted two main outcomes: (a) increasing numbers of Business-to-Customer companies running businesses online and (b) the development of a variety of different e-loyalty research models. However, current research lacks a systematic review of the literature that provides a general conceptual framework on eloyalty, which would help managers to understand their customers better, to take advantage of industry-related factors, and to improve their service quality. The present study is an attempt to critically synthesize results from multiple empirical studies on e-loyalty. Our findings illustrate that 62 instruments for measuring eloyalty are currently in use, influenced predominantly by Zeithaml et al. (J Marketing. 1996;60(2):31-46) and Oliver (1997; Satisfaction: a behavioral perspective on the consumer. New York: McGraw Hill). Additionally, we propose a new general conceptual framework, which leads to antecedents dividing e-loyalty on the basis of the action of purchase into pre-purchase, during-purchase and after-purchase factors. To conclude, a number of managerial implementations are suggested in order to help marketing managers increase their customers' e-loyalty by making crucial changes in each purchase stage.Keywords: e-loyalty, e-satisfaction, e-trust, customer behaviour, e-commerce, critical review, framework The penetration of the Internet in marketing and e-commerce settings has influenced, to a great extent, the entire business world. From the customer's viewpoint, it has created new and possibly less costly ways of participating in commercial activities [182]. From the business perspective, market globalization, along with the decreasing effectiveness of offline marketing, has motivated organizations to shift their plans to include Internet marketing [120]. Hence, consumers have increasingly favoured online shopping [166], gradually leading more Business-to-Customer (B2C) companies to establish an Internet presence in an effort to attract new and maintain existing customers for long-term profitability [203]. Building and maintaining brand loyalty has been a central theme of marketing theory and practice in traditional consumer marketing [71]. For this reason, businesses should be more interested in keeping long-lasting relationships with their customers than in accumulating occasional exchanges [17]. Presently, the notion of brand loyalty has been expanded to include online loyalty (also known as e-loyalty or website loyalty). The online shopping world has completely changed the relationship between customers and retailers. The minimal cost to a customer to switch brands (compared to the high costs for companies to acquire new e-customers) just...

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“…The seller of the product is trustworthy. [27,36] Trust (Ability) Social commerce site is competent Social commerce site knows about products in the social commerce. Social commerce site knows how to provide excellent service.…”

Section: Seller Reputationmentioning

confidence: 99%

A Study on the Effect of Social Commerce's Trust-Building on Intention of Continuous Use

Hwang¹

2016

Journal of Information Technology Applications and Management

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Social commerce (s-commerce) is a subset of e-commerce and uses social media for social interactions. Although s-commerce has been rapidly growing, disputes between some s-commerce firms and their consumers often occur over issues such as poor customer services, incorrect product information, and late refunds. In order for s-commerce to continuously grow, s-commerce firms need to build consumer-trust in their transaction process to minimize their consumers' uncertainty.The purpose of this study is to examine the relationships between the multidimensional trust (ability, integrity, benevolence) and the intention of continuous use of s-commerce. Moreover, this study presents antecedent factors needed for trust-building by applying the characteristics of s-commerce, and verifies the relations between the variables. We test and validate the research model and related hypotheses using structural equation modeling based on a survey done on 428 people who have previous experience with s-commerce.The result shows that trust has positive effect on the intention of continuous use, and verifies the necessity of the antecedent factors (social presence, assurance, informativeness, economic feasibility, and seller reputation) for trust-building. This study provides strategy for the continuous growth of s-commerce, and suggests theoretical implication that explains the relationship between the characteristics of s-commerce and consumers.

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Cross‐cultural examination of the relationships among firm reputation, e‐satisfaction, e‐trust, and e‐loyalty

Cited by 260 publications

References 43 publications

Urban destination loyalty drivers and cross-national moderator effects: The case of Barcelona

Urban destination loyalty drivers and cross-national moderator effects: The case of Barcelona

Critical review of the e-loyalty literature: a purchase-centred framework

A Study on the Effect of Social Commerce's Trust-Building on Intention of Continuous Use

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