The influence of satisfaction, perceived reputation and trust on a consumer's commitment to a website

Journal of Marketing Communications

Volumn 13, Issue 1, 2007, Pages 1-17

  Casalo, Luis V ^a   Flavián, Carlos ^a   Guinalíu, Miguel ^a  

^a UNIVERSITY OF ZARAGOZA   (Spain)

Author keywords

Commitment; Internet; Reputation; Satisfaction; Trust

Indexed keywords

EID: 33847043096     PISSN: 13527266     EISSN: 14664445     Source Type: Journal    
DOI: 10.1080/13527260600951633     Document Type: Article

References (70)

1. Aaker, D. A. (1996) Managing Brand Equity (New York: The Free Press).
2. Achrol, R. (1991) Evolution of the marketing organization. New forms for turbulent environments, Journal of Marketing, 55(4), pp. 77-93.
3. AECE (2005) Estudio sobre comercio electrónico B2C 2004, Asociación Española de Comercio Electrónico AECE-FECEMD. Available at: http://www.aece.org (accessed March 2005).
4. a encuesta AIMC a usuarios de Internet. Asociación para la Investigación de Medios de Comunicación. Available at: http://www.aimc.es (accessed March 2005).
5. Andaleeb, S. S. (1991) Trust and dependence in channel relationships: implication for satisfaction and perceived stability, AMA Summer Educators Conference Proceedings, pp. 249-250.
6. Anderson, J. & Gerbing, D. (1998) Structural modeling in practice: a review and recommended two-step approach, Psychological Bulletin, 103(3), pp. 411-423.
7. Anderson, J. C. & Narus, J. A. (1990) A model of distribution firm and manufacturer firm working partnerships, Journal of Marketing, 54(1), pp. 42-58.
8. Anderson, E. & Weitz, B. (1992) The use of pledges to build and sustain commitment in distribution channels, Journal of Marketing Research, 29(1), pp. 18-34.
9. Bauer, H. H. et al. (2002) Building customer relations over the Interntet, Industrial Marketing Management, 31(2), pp. 155-163.
10. Brockman, B. (1998) The influence of affective state on satisfaction ratings, Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 11, pp. 40-50.
11. Churchill, G. A. (1979) A Paradigm for developing better measures for marketing constructs, Journal of Marketing Research, 16(1), pp. 64-73.
12. Corritore, C. et al. (2003) On-line trust: evolving themes, a model, International Journal of Human- Computer Studies, 58(6), pp. 737-758.
13. Coulter, K. S. & Coulter, R. A. (2002) Determinants of trust in a service provider: the moderating role of length of relationship, Journal of Services Marketing, 16(1), pp. 35-50.
14. Cronbach, L. J. (1970) Essentials of psychological testing (New York: Harper and Row).
15. Doney, P. M. & Cannon, J. P. (1997) An examination of the nature of trust in the buyer-seller relationship, Journal of Marketing, 61(2), pp. 35-51.
16. Dwyer, F. R. et al. (1987) Developing buying-seller relationships, Journal of Marketing, 51(2), pp. 11-27.
17. Farrely, F. & Quester, P. (2003) The effect of market orientation on trust and commitment, European Journal of Marketing, 37(3/4), pp. 530-553.
18. Fombrun, C. & Shanley, M. (1990) What's in a name? Reputation building and corporate strategy, Academy of Management Journal, 33(2), pp. 233-248.
19. Fornell, C. & Larcker, D. (1981) Structural equation models with unobserved variables and measurement error, Journal of Marketing Research, 18(3), pp. 39-50.
20. Ganesan, S. (1994) Determinants of long-term orientation in buyer-seller relationship, Journal of Marketing, 58(2), pp. 1-19.
21. Garbarino, E. & Johnson, M. (1999) The different roles of satisfaction, trust and commitment in customer relationships, Journal of Marketing, 63(2), pp. 70-87.
22. Geyskens, I. et al. (1999) A meta-analysis of satisfaction in marketing channel relationships, Journal of Marketing Research, 36(2), pp. 223-238.
23. Geyskens, I. et al. (1996) The effects of trust and interdependence on relationship marketing: a transatlantic study, International Journal of Research in Marketing, 13(4), pp. 303-317.
24. Grayson, K. & Ambler, T. (1999) The dark side of long term relationship in marketing services, Journal of Marketing Research, 36(1), pp. 132-141.
25. Gundlanch, G. et al. (1995) The structure of commitment in Exchange, Journal of Marketing, 59(1), pp. 78-92.
26. Gundlach, G. & Murphy, P. E. (1993) Ethical and legal foundations of relational marketing exchanges, Journal of Marketing, 57(4), pp. 35-46.
27. Gurau, C. & Mclaren, Y. (2003) Corporate reputations in UK biotechnology: an analysis of on-line 'company profile' texts, Journal of Marketing Communications, 9(4), pp. 241-256.
28. Hair, J. F. Jr. et al. (1999) Multivariate Data Analysis (Madrid: Prentice Hall).
29. Halinen, A. (1996) Service quality in professional business services: a relationship approach, in: T. A. Swarz et al. (Eds) Advances in Services Marketing and Management: Research and Practice, 5, pp. 315-341 (Greenwich: JAI Press).
30. Herbig, P. & Milewicz, J. (1993) The relationship of reputation and credibility to brand success, Journal of Consumer Marketing, 10(1), pp. 5-10.
31. Herbig, P. et al. (1994) A model of reputation building and destruction, Journal of Business Research, 31(1), pp. 23-31.
32. Hyde, A. & Gosschalk, B. (2005) The business world will never be the same: the contribution of research to corporate governance post-Enron, International Journal of Market Research, 47(1), pp. 29-44.
33. Janda, S. et al. (2002) Consumer perceptions of Internet retail service quality, International Journal of Service Industry Management, 13(5), pp. 412-431.
34. Jarvenpaa, S. L. et al. (2000) Consumer trust in an internet store, Information Technology and Management, 1(1/2), pp. 45-71.
35. Jöreskog, K. G. (1971) Statistical analysis of sets of congeneric tests, Psychometrika, 36(2), pp. 109-133.
36. Jöreskog, K. G. & Sörbom, D. (1993) LISREL 8 Structural Equation Modeling with the SIMPLIS Command Language (Chicago, IL: Scientific Software International).
37. Kumar, N. et al. (1995) The effects of supplier fairness on vulnerable resellers, Journal of Marketing Research, 32(1), pp. 42-53.
38. LaBahn, D. W. & Kohli, C. (1995) The Commitment-Trust Theory of Relationship Marketing: An Extension and Application to Advertising Agency-Client Relationships, American Marketing Association Educator's Conference, 1995 (Summer).
39. Lichtenstein, D. R. et al. (1990) Distinguishing coupon proneness from value consciousness: an acquisition-transaction utility theory perspective, Journal of Marketing, 54(3), pp. 54-67.
40. Mayer, R. C. et al. (1995) An integrative model of organizational trust, Academy of Management Review, 20(3), pp. 709-734.
41. Meyer, J. P. et al. (1993) Commitment to organizations and occupations: extension and test of a threecomponent conceptualization, Journal of Applied Psychology, 78(4), pp. 538-551.
42. Mitchell, V. (1999) Consumer perceived risk. Conceptualisations and models, European Journal of Marketing, 33(1/2), pp. 163-195.
43. Molm, L. D. et al. (2000) Risk and trust in social exchange: and experimental test of a classical proposition, American Journal of Sociology, 105(5), pp. 1396-1427.
44. Moorman, C. et al. (1992) Relationships between providers and users of market research: the dynamics of trust within and between organizations, Journal of Marketing Research, 29, pp. 314-328.
45. Moorman, C. et al. (1993) Factor affecting trust in market research relationships, Journal of Marketing, 57(1), pp. 81-101.
46. Morgan, R. M. & Hunt, S. D. (1994) The commitment-trust theory of relationship marketing, Journal of Marketing, 58(3), pp. 20-38.
47. Mukherjee, A. & Nath, P. (2003) A model of trust in online relationship banking, The International Journal of Bank Marketing, 21(1), pp. 5-15.
48. Muylle, S. et al. (1999) A grounded theory of World Wide Web search behaviour, Journal of Marketing Communications, 5(3), pp. 143-155.
49. Nunnally, J. C. (1978) Psychometric Theory, 2nd edn (New York: McGraw-Hill).
50. Nunnally, J. C. & Bernstein, I. H. (1994) Psychometric Theory (New York: McGraw-Hill).
51. Nurosis, M. (1994) Statistical Data Analysis (SPSS Inc).
52. Ping, R. (2004) On assuring valid measures for theoretical models using survey data, Journal of Business Research, 57(2), pp. 125-141.
53. Roberts, K. et al. (2003) Measuring the quality of relationships in consumer services: an empirical study, European Journal of Marketing, 37(1/2), pp. 169-196.
54. Roy, M. et al. (2001) The impact of interface usability on trust in web retailers, Internet Research: Electronic Networking Applications and Policy, 11(5), pp. 388-398.
55. Sanzo, M. J. et al. (2003) The effect of market orientation on buyer-seller relationship satisfaction, Industrial Marketing Management, 32(4), pp. 327-345.
56. Severt, E. (2002) The customer's path to loyalty: a partial test of the relationships of prior experience, justice, and customer satisfaction, Doctoral Thesis, Faculty of the Virginia Polytechnic Institute and State University (EEUU), 2002.
57. Shankar, V. et al. (2003) Customer satisfaction and loyalty in online and offline environments, International Journal of Research in Marketing, 20(2), pp. 153-175.
58. Shapiro, C. (1983) Premiums for high quality products as returns to reputations, Quarterly Journal of Economics, 98(4), pp. 659-679.
59. Siguaw, J. et al. (1998) Effects of supplier market orientation on distributor market orientation and the channel relationship: the distributor perspective, Journal of Marketing, 62(3), pp. 99-111.
60. Smith, K. W. (1974) On estimating the reliability of composite indexes through factor analysis, Sociological Methods & Research, 2, pp. 485-510.
61. Smith, J. & Barclay, D. (1997) The effects of organizational differences and trust on the effectiveness of selling partner relationships, Journal of Marketing, 61(1), pp. 3-21.
62. Spreng, R. A. & Chiou, J. (2002) A cross-cultural assessment of the satisfaction formation process, European Journal of Marketing, 36(7/8), pp. 829-839.
63. Stern, B. B. (1997) Advertising intimacy: relationship marketing and the services consumer, Journal of Advertising, 26(4), pp. 7-19.
64. Walczuch, R. et al. (2001) Psychological determinants for consumer trust in e-retailing, eighth research symposium on emerging electronic markets, 2001.
65. Wagner, J. & Rydstrom, G. (2001) Satisfaction, trust and commitment in consumers relationships with online retailers, European Advances in Consumer Research, 5, pp. 276-281.
66. Wilson, D. T. & Mummalaneni, V. (1990) Buyer-seller relationships as a bonding process: a preliminary conceptualization, Working Draft, the Pennsylvania State University.
67. Wilson, D. T. et al. (1995) Modeling Customer Retention as a Relationship Problem, Research Report 13, Pennsylvania, Institute for the Study of Business Markets.
68. Wong, A. & Sohal, A. S. (2002) An examination of the relationship between trust, commitment and relationship quality, International Journal of Retail & Distribution Management, 30(1), pp. 34-50.
69. Yoon, E. et al. (1993) The effects of information and company reputation on intentions to buy a business service, Journal of Business Research, 27(3), pp. 215-228.
70. Zaichkowsky, J. L. (1985) Measuring the involvement construct, Journal of Consumer Research, 12(4), pp. 341-352.