Cross-cultural examination of the relationships among firm reputation, e-satisfaction, e-trust, and e-loyalty

International Marketing Review

Volumn 25, Issue 3, 2008, Pages 324-337

  Jin, Byoungho ^a   Park, Jin Yong ^b   Kim, Jiyoung ^c  

^a OKLAHOMA STATE UNIVERSITY   (United States)

^b Konkuk University   (South Korea)

^c OHIO STATE UNIVERSITY   (United States)

Author keywords

Cross cultural studies; Customer loyalty; Customer satisfaction; Electronic commerce; Korea; United States of America

Indexed keywords

EID: 44249124015     PISSN: 02651335     EISSN: None     Source Type: Journal    
DOI: 10.1108/02651330810877243     Document Type: Article

References (47)

1. Andreassen, T.W. and Lindestad, B. (1998), "Customer loyalty and complex services: the impact of corporate image on quality, customer satisfaction and loyalty for customers with varying degrees of service expertise", International Journal of Service Industry Management, Vol. 9 No. 1, pp. 7-23.
2. Bensebaa, F. (2004), "The impact of strategic actions on the reputation building of e-businesses", International Journal of Retail & Distribution Management, Vol. 32 No. 6, pp. 286-301.
3. Chiles, T.H. and McMackin, J.F. (1996), "Integrating variable risk preference, trust, and transaction cost economics", Academy of Management Review, Vol. 21, pp. 73-99.
4. de Mooij, M. (2004), Consumer Behavior and Culture: Consequences for Global Marketing and Advertising, Sage, Thousand Oaks, CA.
5. de Ruyter, K., Wetzels, M. and Kleijnen, M. (2001), "Customer adoption of e-service: an experimental study", International Journal of Service Industry Management, Vol. 12 No. 2, pp. 184-207.
6. Dodds, W.B., Monroe, K.B. and Grewal, D. (1991), "Effects of price, brand, and store information on buyer's product evaluations", Journal of Marketing Research, Vol. 28 No. 3, pp. 307-19.
7. Doney, P.M. and Cannon, J.P. (1997), "An examination of the nature of trust in buyer-seller relationships", Journal of Marketing, Vol. 61 No. 2, pp. 33-51.
8. Doney, P.M., Cannon, J.P. and Mullen, M.R. (1998), "Understanding the influence of national culture on the development of trust", Academy of Management Review, Vol. 23 No. 3, pp. 601-20.
9. Estelami, H., Grewal, D. and Roggeveen, A.L. (2004), "The effect of retailer reputation and response on post purchase consumer reactions to price-matching guarantees", MSI Reports, Working Paper No. 04-003, pp. 27-47.
10. Fornell, C., Johnson, M.D., Anderson, E.W., Cha, J. and Bryant, B.E. (1996), "The American customer satisfaction index: nature, purpose, and findings", Journal of Marketing, Vol. 60 No. 4, pp. 7-18.
11. Fukuyama, F. (1995), Trust: The Social Virtues and the Creation of Prosperity, The Free Press, New York, NY.
12. Gabarino, E. and Johnson, M.S. (1999), "The different roles of satisfaction, trust and commitment in consumer relationship", Journal of Marketing, Vol. 63 No. 2, pp. 70-87.
13. Galston, W.A. (1996), "Trust-but quantify", Public Interest, Vol. 122, pp. 129-32.
14. Geyskens, I., Steenkamp, J-B.E.M., Scheer, L.K. and Kumar, N. (1996), "The effects of trust and interdependence on relationship commitment: a trans-Atlantic study", International Journal of Research in Marketing, Vol. 13, pp. 303-17.
15. Grewal, D., Krishnan, R., Baker, J. and Borin, N. (1998), "The effect of store name, brand name and price discounts on consumers' evaluations and purchase intentions", Journal of Retailing, Vol. 74 No. 3, pp. 331-53.
16. Hall, E. (1983), The Dance of Life, Anchor Books-Doubleday, New York, NY.
17. Heine, S.J. (2001), "An exploration of cultural variation in self-enhancing and self-improving motivation", Nebraska Symposium of Motivation, University of Nebraska Press, Lincoln, NE.
18. Hofstede, G. (1984), Culture's Consequences: International Differences in Work Related Values, Sage, Beverly Hills, CA.
19. Hofstede, G. (2001), Culture's Consequences, Comparing Values, Behaviors, Institutions, and Organizations across Nations, Sage, Thousand Oaks, CA.
20. Jarvenpaa, S.L., Tractinsky, N. and Saarinen, L. (1999), "Consumer trust in an internet store: a cross-cultural validation", Journal of Computer Mediated Communication, Vol. 5 No. 2, available at: www.ascusc.org/jcmc/vol5/issue2/jarvenpaa.html.
21. Javalgi, R.G., Radulovich, L.P., Pendleton, G. and Scherer, R.F. (2005), "Sustainable competitive advantage of internet firms: a strategic framework and implications for global marketers", International Marketing Review, Vol. 22 No. 6, pp. 658-72.
22. Johnson, D. and Grayson, K. (2005), "Cognitive and affective trust in service relationships", Journal of Business Research, Vol. 58, pp. 500-7.
23. Keller, K.L. (1993), "Conceptualizing, measuring and managing customer-based brand equity", Journal of Marketing, Vol. 57, pp. 1-22.
24. Korea Information Strategy Development Institute (2004) Report on Korean Internet Retailing Market, IEEE, available at: www.kisdi.re.kr (accessed IEEE September 2004).
25. Koufaris, M. and Hampton-Sosa, W. (2004), "The development of initial trust in an online company by new customers", Information & Management, Vol. 41, pp. 377-97.
26. Liu, B.S-C., Furrer, O. and Sudharshan, D. (2001), "The relationship between culture and behavioral intentions toward services", Journal of Service Research, Vol. 4 No. 2, pp. 118-29.
27. McKnight, D.H., Choudhury, V. and Kacmar, C. (2002), "Developing and validating trust measures for e-commerce: an integrative typology", Information Systems Research, Vol. 13 No. 3, pp. 334-59.
28. Mayer, R.C., Davis, J.H. and Shoorman, F.D. (1995), "An integrative model of organizational trust", Academy of Management Review, Vol. 20 No. 3, pp. 709-34.
29. Montoya-Weiss, M.M., Voss, G.B. and Grewal, D. (2003), "Determinants of online channel use and overall satisfaction with a relational, multichannel service provider", Academy of Marketing Science, Vol. 31 No. 4, pp. 448-58.
30. Morgan, R.M. and Hunt, S.D. (1994), "The commitment-trust theory of relationship marketing", Journal of Marketing, Vol. 58 No. 3, pp. 20-38.
31. Park, C-H. and Kim, Y-G. (2003), "Identifying key factors affecting consumer purchase behavior in an online shopping context", International Journal of Retail and Distribution Management, Vol. 31 No. 1, pp. 16-29.
32. Rao, A.R. and Monroe, K.B. (1989), "The effect of price, brand name, and store name on buyers' perceptions of product quality: an integrative review", Journal of Marketing Research, Vol. 26 No. 3, pp. 351-7.
33. Reichheld, F.F. and Schefter, P. (2000), "E-loyalty your secret weapon on the web", Harvard Business Review, Vol. 78 No. 4, pp. 105-13.
34. Samli, A.C. (1995), International Consumer Behavior: Its Impact on Marketing Strategy Development, Quorum Books, Westport, CT.
35. Sauer, P.L. and Alan, D. (1993), "Using moderator variables in structural equation models", Advances in Consumer Research, Vol. 20, pp. 637-40.
36. Selnes, F. (1993), "An examination of the effect of product performanceon brand reputation, satisfaction and loyalty", European Journal of Marketing, Vol. 27 No. 9, pp. 19-35.
37. Shop.org (2004), IEEE, available at: www.shop.org/learn/stats.asp (accessed April 2005).
38. Singh, J. and Sirdeshmukh, D. (2000), "Agency and trust mechanisms in consumer satisfaction and loyalty judgments", Journal of the Academy of Marketing Science, Vol. 28 No. 1, pp. 150-67.
39. Srinivasan, S.S., Anderson, R. and Ponnavolu, K. (2002), "Customer loyalty in e-commerce: an exploration of its antecedents and consequences", Journal of Retailing, Vol. 78 No. 1, pp. 41-50.
40. Vandenberg, R.J. and Lance, C.E. (2000), "A review and synthesis of the measurement invariance literature: suggestions, practices, and recommendations for organizational research", Organizational Research Methods, Vol. 3 No. 1, pp. 4-69.
41. Wolfingbarger, M. and Gilly, M.C. (2003), "eTailQ: dimensionalizing, measuring and predicting etail quality", Journal of Retailing, Vol. 79 No. 3, pp. 193-8.
42. Wong, N., Rindfleisch, A. and Burroughs, J.E. (2003), "Do reverse-worded items confound measures in cross-cultural consumer research? The case of the material values scale", Journal of Consumer Research, Vol. 30 No. 1, pp. 72-91.
43. Yamagishi, T. and Yamagishi, M. (1994), "Trust and commitment in the United States and Japan", Motivation and Emotion, Vol. 18, pp. 129-65.
44. Yang, Z. and Peterson, R.T. (2004), "Customer perceived value, satisfaction, and loyalty: the role of switching costs", Psychology & Marketing, Vol. 21 No. 10, pp. 799-822.
45. Yoon, S. (2002), "The antecedents and consequences of trust in online-purchase decisions", Journal of Interactive Marketing, Vol. 16 No. 2, pp. 47-63.
46. Yoon, E., Guffey, H. and Kijewski, V. (1993), "The effects of information and company reputation on intention to buy a business service", Journal of Business Research, Vol. 27, pp. 215-28.
47. Zeithaml, V.A. (1998), "Consumer perceptions of price, quality, and value: a means-end model and synthesis of evidence", Journal of Marketing, Vol. 52 No. 3, pp. 2-22.