AN INSTRUMENT FOR MEASURING THE EFFECT OF TRUSTED ELECTRONIC INTERORGANIZATIONAL RELATIONSHIPS ON CUSTOMER LOYALTY

9th Americas Conference on Information Systems, AMCIS 2003

Volumn , Issue , 2003, Pages 324-337

  Lawson Body, Assion ^a  

^a UNIVERSITY OF NORTH DAKOTA   (United States)

Author keywords

interorganizational relationships; loyalty; Trust; Web sites

Indexed keywords

ELECTRONIC COMMERCE; LEAST SQUARES APPROXIMATIONS; SALES;

CRITICAL DIMENSION; CUSTOMER LOYALTY; INTERORGANIZATIONAL RELATIONSHIPS; LOYALTY; MEASUREMENTS OF; PARTIAL LEAST-SQUARES; SITE CHARACTERISTICS; SITE CUSTOMERS; TRUST; WEB-SITES;

WEBSITES;

EID: 33846224153     PISSN: None     EISSN: None     Source Type: Conference Proceeding    
DOI: None     Document Type: Conference Paper

References (27)

1. Aubert, B., Rivard, S., and Patry, M. “Development of Measures to Assess Dimensions of IS Operation Transactions,” ICIS, Vancouver, December 1994 (14-17), pp.13-26.
2. Bhattacharya, C. B. “Is your brand’s loyalty too little, or just right?: Explaining deviations in loyalty from the Dirichlet norm,” International Journal of Research in Marketing ( 14: 5), 1997, pp 421-435.
3. Bowen, J. T., and Shoemaker S. “Loyalty: A strategic Commitment,” Cornell Hotel and Restaurant Administration Quarterly, February 1998, Cornell University.
4. Chiu, C.-M. “Toward integrating hypermedia and information systems on the web,” Information and Management (40:3), 2003, pp. 165-175.
5. Chow, S., and Holden R. “Toward An Understanding of Loyalty: The Moderating Role Of Trust”, Journal Of Managerial Issues (9:3), 1997, pp.275-298.
6. Churchill, G. A. “A Paradigm for Developing Better Measures of Marketing Constructs,” Journal of Marketing Research (16:1), 1979, pp. 64-73.
7. Dholakia, U. M., and Rego L. “What makes commercial Web pages popular? An empirical investigation of Web page effectiveness,” European Journal of Marketing (32:7/8), 1998, pp724-736.
8. Dick A. S., and Basu K. “Customer Loyalty: Toward an Integrated Conceptual Framework,” Journal of the Academy of Marketing Science (22:2), 1994, pp. 99-113.
9. Evans, J. R., and Laskin, R. L. “The Relationship Marketing Process: A Conceptualization and Application,” Industrial Marketing Management (23:5), 1994, pp. 439-452.
10. Fornell, C., and Larcker, D. “Structural Equation Models With Unobservable Variables and Measurement Error,” Journal of Marketing Research, (18:1), 1981, pp.39-50.
11. Gebauer, J., and Scharl, A. “Between Flexibility and Automation: An Evaluation of Web Technology from a Business Process Perspective,” Journal of Computer-Mediated Communication (5:2), 1999, Online.
12. Jarvenpaa, S. L., and Noam, T. “Consumer Trust in an Internet Store: A Cross-Cultural Validation,” Journal of Computer-Mediated Communication (5:2), 1999, Online.
13. Joseph, V. B., Cook R. W., and Javalgi R. G. “Marketing on the Web: How Executives Feel, What Businesses Do,” Business Horizons, (44:4), 2001, pp. 32-40.
14. Kassarjian, H. H. “Content Analysis in Consumer Research,” Journal of Consumer Research, (4:1), 1977, pp. 8-18.
15. Lombard, M. and Ditton, T. “At the Heart of It All: The Concept of Presence,” Journal of Computer-Mediated Communication (3:2), 1997, Online.
16. Macintosh, G. and Lockshin, L. S. “Retail relationships and loyalty: A multi-level perspective,” Inter.J. of Research in Marketing (14:5), 1997, pp. 487-497.
17. Mittal, B. and Lassar, W. “The role of personalization in service Encounters, ” Journal of Retailing (72:1), 1996, pp.95-109.
18. Morgan, R. M. and Shelby D. H. “The Commitment-Trust theory of Relationship Marketing,” Journal of Marketing (58:3), 1994, pp.20-38.
19. Nouwens, J. and Bouwman, H. “Apart Together In Electronic Commerce: The Use Of Information And Communication Technology To Create Network Organizations,” Journal of Computer-Mediated Communication (1:3), 1995, Online.
20. Peppers, D., Rogers, M., and Dorf, B. “Is Your Company Ready For One-to-One Marketing,” Harvard Business Review (1:3), 1999, pp. 151-160.
21. Porter, M. E. “Strategy and the Internet,” Harvard Business Review, (79:3), 2001, pp. 63-78.
22. Rafaeli, S. and Sudweeks, F. “Networked Interactivity,” Journal of Computer-Mediated Communication (2:4), 1997, Online.
23. Reichheld, F., F., “Lead for Loyalty,” Harvard Business Review, (4), 2001, pp. 76-84.
24. Robbins, S. S. and Stylianou C. A. “Global corporate web sites: an empirical investigation of content and design,” Information and Management (40:3), 2003, pp. 205-212
25. Smith, J. B. “Selling Alliances: Issues and Insights,” Industrial Marketing Management (26:2), 1997, pp. 149-161.
26. Swaminathan, V., Lepkowska-White, E., and Rao, B. P. "Browsers or Buyers in Cyberspace? An Investigation of Factors Influencing Electronic Exchange," Journal of Computer-Mediated Communication (5:2), 1999, Online.
27. Wang, Y-S., Tang, T.-I., and Tang J-T. E. “An instrument for measuring customer satisfaction toward web sites that market digital products and services,” Journal of Electronic Commerce Research (2:3), 2001, 19 pages.