Access the full text.
Sign up today, get DeepDyve free for 14 days.
Chia-Lin Hsu, Mu-Chen Chen, Prof Kumar (2018)
How social shopping retains customers? Capturing the essence of website quality and relationship qualityTotal Quality Management & Business Excellence, 29
R. Morgan, S. Hunt (1994)
The Commitment-Trust Theory of Relationship MarketingJournal of Marketing, 58
L. Berry, A. Parasuraman (1991)
Marketing Services: Competing Through Quality
Management Science, 54
Trends in Artificial Intelligence, 409
Judy Siguaw, P. Simpson, T. Baker (1998)
Effects of Supplier Market Orientation on Distributor Market Orientation and the Channel Relationship: The Distributor PerspectiveJournal of Marketing, 62
Robert Palmatier, R. Dant, Dhruv Grewal, K. Evans (2006)
Factors Influencing the Effectiveness of Relationship Marketing: A Meta-AnalysisJournal of Marketing, 70
Isabelle Brun, Lova Rajaobelina, Line Ricard (2014)
Online relationship quality: scale development and initial testingInternational Journal of Bank Marketing, 32
Vanessa Roger-Monzó, Myriam Martí-Sánchez, María Guijarro-García (2015)
Using online consumer loyalty to gain competitive advantage in travel agenciesJournal of Business Research, 68
I. Wen (2012)
An Empirical Study of an Online Travel Purchase Intention ModelJournal of Travel & Tourism Marketing, 29
E. Anderson, C. Fornell, D. Lehmann (1994)
Customer Satisfaction, Market Share, and Profitability: Findings from SwedenJournal of Marketing, 58
Hsien-Tung Tsai, Heng-Chiang Huang (2007)
Determinants of e-repurchase intentions: An integrative model of quadruple retention driversInf. Manag., 44
Shwu-Ing Wu, Ting-Ru Lin (2014)
The Influence of Relational Bonds and Innovative Marketing on Consumer Perception - A Study of Theme ParksThe Journal of Men's Studies, 5
Z. Shahrokh, Nushin Oveisi, Seyyed Timasi, Allameh Tabataba (2013)
The Effects of Customer Loyalty on Repurchase Intention in B2C E-commerce- A Customer Loyalty Perspective
James Anderson, D. Gerbing (1988)
STRUCTURAL EQUATION MODELING IN PRACTICE: A REVIEW AND RECOMMENDED TWO-STEP APPROACHPsychological Bulletin, 103
Chiung-Ju Liang, Huihua Chen, Wen-Hung Wang (2008)
Does online relationship marketing enhance customer retention and cross-buying?The Service Industries Journal, 28
Xinxin Li, L. Hitt, John Zhang (2010)
Product Reviews and Competition in Markets for Repeat Purchase ProductsJournal of Management Information Systems, 27
Ruijin Zhang, Guoxin Li, Zhengpei Wang, Haiyan Wang (2016)
Relationship Value Based on Customer Equity Influences on Online Group-buying Customer LoyaltyJournal of Business Research, 69
Robert Dwyer, P. Schurr, Sejo Oh (1987)
Developing Buyer-Seller RelationshipsJournal of Marketing, 51
D. Bendall-Lyon, T. Powers (2004)
The impact of structure and process attributes on satisfaction and behavioral intentionsJournal of Services Marketing, 18
Saïd Echchakoui (2016)
Relationship between sales force reputation and customer behavior: Role of experiential value added by sales forceJournal of Retailing and Consumer Services, 28
Hung-Chang Chiu, Yi-Ching Hsieh, Y. Li, Monle Lee (2005)
Relationship marketing and consumer switching behaviorJournal of Business Research, 58
Hsiu-Fen Lin (2007)
The Impact of Website Quality Dimensions on Customer Satisfaction in the B2C E-commerce ContextTotal Quality Management & Business Excellence, 18
A. Parasuraman, V. Zeithaml, L. Berry (1985)
A Conceptual Model of Service Quality and Its Implications for Future ResearchJournal of Marketing, 49
M. Begalle (2008)
Effectiveness of relationship marketing bonding tactics in predicting customer share in the public sector school foodservice market
Sabrina Gottschalk, Alexander Mafael (2017)
Cutting through the Online Review Jungle — Investigating Selective eWOM ProcessingJournal of Interactive Marketing, 37
G. Hamel (1999)
Bringing Silicon Valley inside.Harvard business review, 77 5
Abdulaziz Elwalda, Kevin Lü, Maged Ali (2016)
Perceived derived attributes of online customer reviewsComput. Hum. Behav., 56
C. Fornell, D. Larcker (1981)
Evaluating Structural Equation Models with Unobservable Variables and Measurement ErrorJournal of Marketing Research, 18
Dianne Cyr, K. Hassanein, Milena Head, Alex Ivanov (2007)
The role of social presence in establishing loyalty in e-Service environmentsInteract. Comput., 19
Gordon Fullerton (2009)
The Impact of Brand Commitment on Loyalty to Retail Service BrandsCanadian Journal of Administrative Sciences-revue Canadienne Des Sciences De L Administration, 22
C. Chen, Chiang-Yu Cheng (2009)
Understanding consumer intention in online shopping: a respecification and validation of the DeLone and McLean modelBehaviour & Information Technology, 28
M. Kim, Namho Chung, Choong‐Ki Lee (2011)
The effect of perceived trust on electronic commerce: Shopping online for tourism products and services in South KoreaTourism Management, 32
Robert Palmatier (2008)
Interfirm Relational Drivers of Customer ValueJournal of Marketing, 72
R. Oliver, E. Anderson (1994)
An Empirical Test of the Consequences of Behavior-and Outcome-Based Sales Control SystemsJournal of Marketing, 58
J. Salo, Jaakko Sinisalo, Heikki Karjaluoto (2008)
Intentionally developed business network for mobile marketing: a case study from FinlandJournal of Business & Industrial Marketing, 23
Yu-Feng Huang, Feng-Yang Kuo (2012)
How impulsivity affects consumer decision-making in e-commerceElectron. Commer. Res. Appl., 11
Sandy Ng, Meredith David, T. Dagger (2011)
Generating positive word‐of‐mouth in the service experienceManaging Service Quality, 21
Se-Joon Hong, J. Thong, K. Tam (2006)
Understanding Continued Information Technology Usage Behavior: A Comparison of Three Models in the Context of Mobile InternetInformation Systems: Behavioral & Social Methods
B. Yap, Thurasamy Ramayah, W. Shahidan (2012)
Satisfaction and trust on customer loyalty: a PLS approachBusiness Strategy Series, 13
Journal of Management and Strategy, 5
Chaang-Iuan Ho, Pierre Lee (2015)
Are blogs still effective to maintain customer relationshipsJournal of Hospitality and Tourism Technology, 6
Markus Blut, Carly Frennea, Vikas Mittal, David Mothersbaugh (2015)
How Procedural, Financial and Relational Switching Costs Affect Customer Satisfaction, Repurchase Intentions, and Repurchase Behavior: A Meta-AnalysisBehavioral & Experimental Economics eJournal
Yan Liu, Changfeng Zhou, Yingwu Chen (2006)
Determinants of E-CRM in Influencing Customer Satisfaction
Couchen Wu, Chia-Lin Hsu (2015)
How to Improve E‐Satisfaction and E‐Loyalty and Strengthen the Links Between Them: Value From Regulatory FitHuman Factors and Ergonomics in Manufacturing & Service Industries, 25
David Yoffie, M. Cusumano (1999)
Judo strategy. The competitive dynamics of Internet time.Harvard business review, 77 1
Yubo Chen, Jinhong Xie (2004)
Online Consumer Review: Word-of-Mouth as a New Element of Marketing Communication MixQuantitative Marketing
R. Bagozzi, Youjae Yi (1988)
On the evaluation of structural equation modelsJournal of the Academy of Marketing Science, 16
Kwiseok Kwon, Cookhwan Kim (2012)
How to design personalization in a context of customer retention: Who personalizes what and to what extent?Electron. Commer. Res. Appl., 11
Yixiang Zhang, Yulin Fang, K. Wei, E. Ramsey, P. McCole, Hua-ping Chen (2011)
Repurchase intention in B2C e-commerce - A relationship quality perspectiveInf. Manag., 48
The purpose of this paper is to suggest a model for predicting antecedents and consequences of relationship quality in online purchase of physical goods.Design/methodology/approachA total of 462 online buyers in Iran participated in the research by completing questionnaires. The research hypotheses were tested using structural modeling technique.FindingsThe results showed that website quality, online relationship bonds and reputation of seller have positive effect on online relationship quality. The results also showed that online relationship quality has positive effect on electronic word of mouth, online customer share, online customer loyalty and online customer reviews.Research limitations/implicationsIn this research, online relationship quality was considered as a higher-order construct including trust, commitment and satisfaction with the relationship. However, to achieve more accurate results, future researchers can investigate the separate impact of each of the relationship quality dimensions (commitment, trust and satisfaction) on the consequences of online relationship quality.Practical implicationsThis research provides a wide series of antecedents and consequences of online relationship quality for online stores community so that, through being aware of them, internet stores could choose a suitable guideline to sustain their relationship with online customers and, ultimately, obtain customers’ participation in creating value and strengthening their competitive status.Originality/valueThis paper proposes a more comprehensive model of the antecedents and consequences of relationship quality in online purchases for the first time, and it demonstrates which factors strengthen online relationship quality as well as indicates which customer reactions online relationship quality can reinforce and which consequences it can provide for internet shops.
Journal of Islamic Marketing – Emerald Publishing
Published: Jan 14, 2020
Keywords: EWOM; Website quality; Online customer loyalty; Online relational bonds; Online relationship quality
Read and print from thousands of top scholarly journals.
Already have an account? Log in
Bookmark this article. You can see your Bookmarks on your DeepDyve Library.
To save an article, log in first, or sign up for a DeepDyve account if you don’t already have one.
Copy and paste the desired citation format or use the link below to download a file formatted for EndNote
Access the full text.
Sign up today, get DeepDyve free for 14 days.
All DeepDyve websites use cookies to improve your online experience. They were placed on your computer when you launched this website. You can change your cookie settings through your browser.