Antecedents to website satisfaction, loyalty, and word-of-mouth

Article English OPEN
Coker,Brent;
(2013)

Satisfaction, loyalty, and likelihood of referral are regarded by marketers and the Big Three diagnostics leading to retail profitability. However, as yet no-one has developed a model to capture all three of these constructs in the context of the internet. Moreover, alt... View more
  • References (7)

    Alba, J. W., Lynch, J., Weitz, B., Janiszewski, C., Lutz, R., Sawyer, A. & Wood, S. (1997) Interactive home shopping: Consumer, retailer, and manufacturer incentives to participate in electronic marketplaces. Journal of Marketing, 61, 38-53.

    Anderson, E. W. (1998) Customer Satisfaction and Word of Mouth. Journal of Service Research, 1, 5-17.

    Anderson, E. W. & Sullivan, M. W. (1993) The Antecedents and Consequences of Customer Satisfaction for Firms. Marketing Science, 12, 125-143.

    Ba, S. & Pavlou, P. A. (2002) Evidence of the effect of trust in electronic markets: Price premiums and buyer behavior. MIS Quarterly, 23, 243-268.

    Balasubramanian, S., Konana, P. & Menon, N. M. (2003) Customer Satisfaction in Virtual Environments: A Study of Online Investing. Management Science, 49, 871-889.

    Barnes, S. J. & Vidgen, R. (2001) An evaluation of cyber-bookshops: The webqual method. International Journal of Electronic Commerce, 6, 11-30.

    Dick, A. S. (1994) Customer Loyalty: Toward an Integrated Conceptual Framework. Journal of the Academy of Marketing Science, 22, 99-113.

  • Related Organizations (4)
  • Metrics