Effects of user’s primary need on relationship between e-loyalty and its antecedents

Arya, Sandeep; Srivastava, Sandeep

doi:10.1007/s40622-015-0103-3

Cited by 9 publications

(13 citation statements)

References 85 publications

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“…More recently, Arya and Srivastava (2015) categorized websites according to users’ primary need. They use four categories: websites that provide a tangible product; websites that provide a tangible product/service where the transaction is initiated and completed online; websites that provide an intangible product/service where the transaction is initiated online, but completed offline for a utilitarian motive; and websites that provide an intangible product/service where the transaction is initiated online, but completed offline for a hedonic motive. …”

Section: Literature Reviewmentioning

confidence: 99%

“…However, many aspects of the framework for loyalty to online service providers remain the same (Salegna and Goodwin, 2005). For example, service quality, value and trust and satisfaction are still important (Arya and Srivastava, 2015). Arya and Srivastava (2015, p. 421) reviewed the e-loyalty literature and defined e-loyalty as “revisits/repurchases by a user and well-built feeling of faithfulness towards a website.” According to Salegna and Goodwin (2005), the primary drivers of “true service loyalty” to service providers are repeat purchase behavior, satisfaction and emotional commitment (occurring through relationship involvement).…”

Section: E-loyalty Implications For Online Servicesmentioning

confidence: 99%

“…For example, service quality, value and trust and satisfaction are still important (Arya and Srivastava, 2015). Arya and Srivastava (2015, p. 421) reviewed the e-loyalty literature and defined e-loyalty as “revisits/repurchases by a user and well-built feeling of faithfulness towards a website.” According to Salegna and Goodwin (2005), the primary drivers of “true service loyalty” to service providers are repeat purchase behavior, satisfaction and emotional commitment (occurring through relationship involvement). For online services, repeat purchase behavior and satisfaction are still necessary, though what constitutes satisfaction in an online environment is different.…”

Section: E-loyalty Implications For Online Servicesmentioning

confidence: 99%

“…For online services, repeat purchase behavior and satisfaction are still necessary, though what constitutes satisfaction in an online environment is different. E-service quality is a major determinant of customer satisfaction in online transactions (Arya and Srivastava, 2015), and it helps to achieve what they refer to as a “feeling of faithfulness” (e.g. emotional commitment).…”

Section: E-loyalty Implications For Online Servicesmentioning

confidence: 99%

“…The nature of the service offering (intangible or tangible) has an important effect on what product-service variables are most valued by the consumer. For intangible service offerings, e-service quality has been found to be the most important determinant in achieving customer satisfaction leading to e-loyalty (Arya and Srivastava, 2015). The major determinants of e-service quality consist of responsiveness, contact interactivity, convenience and customization (Arya and Srivastava, 2015).…”

Section: E-loyalty Implications For Online Servicesmentioning

confidence: 99%

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Classification model and e-loyalty implications for online services

Salegna

2018

IJQSS

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Purpose The majority of past classification models for services have failed to account for the different nature of online services, and therefore, they are not helpful in classifying online services. This paper aims to present a new model for classifying online services, and managerial implications for creating customer loyalty to online service organizations are discussed. Design/methodology/approach This paper presents an overview of the research in service classifications and a classification model for online services based on a review of the services literature. Findings The model for online services presented in this paper classifies online services into four categories: online mass services, online mass e-tailing services, online professional and personal services and online service shops. Originality/value The classification of online services has received very limited research attention; yet, online services represent a rapidly growing area. The model presented in this paper provides a foundation for the further study and research of online services.

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Section: Literature Reviewmentioning

confidence: 99%

Section: E-loyalty Implications For Online Servicesmentioning

confidence: 99%

Section: E-loyalty Implications For Online Servicesmentioning

confidence: 99%

Section: E-loyalty Implications For Online Servicesmentioning

confidence: 99%

Section: E-loyalty Implications For Online Servicesmentioning

confidence: 99%

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Classification model and e-loyalty implications for online services

Salegna

2018

IJQSS

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Factors Affecting e-Commerce Satisfaction in Qatar: A Cross-Cultural Comparison

Abraham

Choe

2021

HCI International 2021 - Late Breaking Papers: Design and User Experience

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Encouraging shoplifting prevention with quality relationships

Potdar

Guthrie

Gnoth

2017

IJRDM

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Purpose The cost to supermarkets from shoplifting is a growing problem. Despite huge investments in formal security measures, supermarkets experience shrinkage and face heavy financial losses. Hence, this paper explores an alternative approach to shoplifting prevention. The purpose of this paper is to propose that quality relationships between a supermarket and its customers could be a viable strategy for shoplifting prevention. A conceptual model is presented at the end of this paper for encouraging shoplifting prevention using a theory of planned behaviour perspective. Design/methodology/approach A systematic search of literature on relationship quality was conducted. Research papers were shortlisted from peer-reviewed journals published between 2007 and 2016. For the convenience of readers, studies on relationship quality are presented in six cross-checked information categories in a table. Findings This study produced two results. First, it finds three antecedents of supermarket-customer relationship quality. These are as follows: a supermarket’s participation in corporate social responsibility and cause-related marketing initiatives, a supermarket’s service quality, and a customer’s attachment to a supermarket’s place/location. Second, there are three major effective dimensions of relationship quality. These are as follows: satisfaction, trust, and commitment. The proposed model incorporates factors from both findings, to measure a supermarket-customer relationship quality that may influence intention of customers to engage in shoplifting preventive behaviour. Originality/value This research paper has reviewed the existing literature to utilise it in the context of shoplifting prevention, and developed a novel model/framework for effective shoplifting prevention with a theory of planned behaviour perspective.

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Effects of user’s primary need on relationship between e-loyalty and its antecedents

Cited by 9 publications

References 85 publications

Classification model and e-loyalty implications for online services

Classification model and e-loyalty implications for online services

Factors Affecting e-Commerce Satisfaction in Qatar: A Cross-Cultural Comparison

Encouraging shoplifting prevention with quality relationships

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