Success on the Internet—optimizing relationships through the corporate site

Exploring experiences of fostering positive work environment in Norwegian nursing homes: A multi method study

“…Validity is confirmed, [31,32] and the instrument has been used in different settings. [33,34] This method focuses on important issues in an organization as task-orientation, caring, creativity, criticism, assertiveness, loyalty, acceptance, resignation, self-satisfaction, engagement and empathy in the work culture. [30] These issues can, for instant illuminate the health care workers perception of how they experience the level of acceptance in their work culture, which is important for the development of empowerment.…”

Key website factors in e-business strategy

“…Many papers have found two main groups of indicators, one connected with the content and the other with the design of the website (among others, Heldal, Svovold, & Foyn, 2004;Robbins & Stylianou, 2003). The content refers to the information, the characteristics or the services offered on a website.…”

Building customer relationships in an electronic age: The role of interactivity of E‐commerce Web sites

“…Likewise, due to the interactive nature of the Web, consumers can engage in two-way, "self-driven" communication for obtaining product-related information and knowledge with greater control over the process of information search and acquisition (Bezjian-Avery, Calder, & Iacobucci, 1998). Incipient research on interactivity suggests the promising role of interactivity and multimedia features of the Web in enhancing relationship building with customers in the online environment (Feinberg & Kadam, 2002;Fiore, Jin, & Kim, 2005;Heldal, Sjovold, & Heldal, 2004;Jo & Kim, 2003;Thorbjornsen et al, 2002).…”

“…Key indicators of relationship quality, which is viewed as the most critical outcome of relationship building, are (1) relationship satisfaction, (2) trust, and (3) relationship commitment. Defined as "the extent to which each party feels favorably toward the other because positive expectations about the relationship are reinforced" (Ward, 1998), relationship satisfaction has been measured to assess relationship effectiveness and has been found to play an important role in maintaining relationships between a firm and its customers in a number of studies (Anderson & Narus, 1990;Antón, Camarero, & Carrero, 2007;De Wulf, Odekerken-Schröder, & Iacobucci, 2001;De Wulf, Odekerken-Schröder, & Van Kenhove, 2003;Dwyer, Schurr, & Oh, 1987;Heldal, Sjovold, & Heldal, 2004).…”

“…While academics and practitioners increasingly acknowledge the vital role of the Web in building relationships with customers, empirical research is scant regarding the nature of online relationship building and the impact of various marketing tactics on consumers' perceived relationships with and loyalty toward the retailers (Heldal, Sjovold, & Heldal, 2004;Jo & Kim, 2003;Thorbjornsen et al, 2002). The current study, therefore, seeks to offer a baseline understanding of CRM in the online environment by developing and empirically testing a model of e-retailers' relationship building with consumers, adapted from De Wulf, Odekerken-Schröder, and Iacobucci's (2001) model of relationship investments in the traditional, offline retail environment.…”