The impact of e-commerce customer relationship management in business-to-consumer e-commerce

Journal of Electronic Commerce in Organizations

Volumn 6, Issue 4, 2008, Pages 30-46

  Ratnasingam, Pauline ^a  

^a UNIVERSITY OF CENTRAL MISSOURI   (United States)

Author keywords

Collaborating mode; Distancing mode; E commerce customer relationship management; Learning mode; Loyalty; Monitoring mode; Small business or SMEs; Trust

Indexed keywords

COMMERCE; COMPUTER SUPPORTED COOPERATIVE WORK; ELECTRONIC COMMERCE; SALES;

COLLABORATING MODE; DISTANCING MODE; E-COMMERCE CUSTOMER RELATIONSHIP MANAGEMENT; LEARNING MODE; LOYALTY; MONITORING MODE; SMALL BUSINESS OR SMES; TRUST;

PUBLIC RELATIONS;

EID: 56549121310     PISSN: 15392937     EISSN: 15392929     Source Type: Journal    
DOI: 10.4018/jeco.2008100103     Document Type: Article

References (34)

1. Ajzen, I., & Fishbein, M. (1980). Understanding attitudes and predicting social behavior. Englewood Cliffs, NJ: Prentice Hall.
2. Bunduchi, R. (2005). Business relationships in Internet-based electronic markets: The role of goodwill trust and transaction costs. Information Systems Journal, 15, 321-341.
3. Burr, L. C., Patterson, R. A., Rolland, E., & Ward, K. F. (2007). Integration of E-CRM in healthcare services. International Journal of E-Business Research, 3(2), 1-12.
4. Daft, R. L., & Huber, G. P.(1986). How organizations learn? A communication framework. Research in the Sociology of Organizations, 5, 1-36.
5. Doney, P. M., & Cannon, J. P (1997, April). An examination of the nature of trust in buyer-seller relationships. Journal of Marketing, 35-51.
6. Dwyer, R. F., Schurr, P. H., & Oh, S. (1987). Developing buyer-seller relationships. Journal of Marketing, 51, 11-27.
7. Dyer, J. H., & Chu, W. C. (2000). The determinants of trust in supplier auto-maker relationships in the U.S., Japan and Korea. Journal of International Business Studies, 31(2), 259-185.
8. Ganesan, S. (1994, April). Determinants of long-term orientation in buyer-seller relationships. Journal of Marketing, 58, 1-19.
9. Gefen, D. (2002). Customer loyalty in e-commerce. Journal of the Association for Information Systems, 3, 27-51.
10. Gulati, R. (1995). Does familiarity breed trust? The implications of repeated ties for contractual choice in alliances. Academy of Management Journal, 38(1), 85-112.
11. Hoffman, D. L., Novak, T. P., & Peralta, M (1999). Association for computing machinery. Communications of the ACM, 42, 80-85
12. Jarvenpaa, S. L., Tractinsky, N., & Vitale, M. (2000). Consumer trust in an Internet store. Information Technology and Management, 1, 45-71.
13. Keen, P. G. W. (2000, March). Ensuring e-trust. Computerworld 13.
14. Lager, M. (2005). Breaking down the silos. Retrieved April 10, 2008, from www.destinationCRM.com
15. Lewicki, R. J. & Bunker, B. B. (1996). Developing and maintaining trust in work relationships. In R. M. Kramer & T. R. Tyler (Eds.), Trust in organizations: Frontiers of theory and research (pp. 114-139). Thousand Oaks, CA: Sage.
16. Macneil, R (1981). The new social contract. New Haven, CT: Yale University Press.
17. Marcella, A. J., Stone, L., & Sampias, W. J. (1998). Electronic commerce: Control issues for securing virtual enterprises. The Institute of Internal Auditors.
18. Markowitz, E. (2005). VARs turn up CRM heat. e-WEEK, Channel Insider, p. C11.
19. McKnight, D. H., & Chervany, N. L. (2001). What trust means in e-commerce customer relationships: An interdisciplinary conceptual typology. International Journal of Electronic Commerce, 6, 2.
20. Mohr, J., & Spekman, R (1994) Characteristics of partnership success: Partnership attributes, communication behavior, and conflict resolution techniques. Strategic Management Journal, 15, 135-152
21. Morgan, R. M., & Hunt, S. D. (1994). The commitment-trust theory of relationship marketing. Journal of Marketing, 58, 20-38.
22. Morrel, S., & Philonenko, L. (2001). 20.20 CRM: A visionary insight into unique customer contact. San Francisco: Genesys Telecommunications Laboratories.
23. Parasuraman, A., Zeithaml, V., & Berry, L. (1985, Fall). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41-50
24. Ring, P. S., & Van de Ven, A. H. (1994). Developing processes of cooperative inter-organizational relationships. Academy of Management Review, 19, 90-118.
25. Romano, N. C., & Fjermedestad, J. (2003). Electronic commerce customer relationship management: A research agenda. Information Technology and Management, 4(2/3), 233-258.
26. Rousseau, D. M., Sitkin, S. B., Burt, R. S., & Camerer, C. (1998). Not so different after all: A cross-discipline view of trust. Academy of Management Review, 23(3), 393-404.
27. Sako, M., & Helper, S. (1998). Determinants of trust in supplier relations: Evidence from the automotive industry in Japan and the United States. Journal of Economic Behavior and Organization, 34, 387-417.
28. Schurr, P. H., & Ozanne, J. L. (1985, March 11). Influence on exchange processes: Buyer's perception of a seller's trustworthiness and bargaining toughness. Journal of Consumer Research, 939-953
29. Seybold, P.V. (2001). Consumer.com. New York: Times Book.
30. Street, C. T., & Meister, D. B. (2004). Small business growth and internal transparency: The role of information systems. MIS Quarterly, 28, 473-506.
31. Tsikriktsis, N., Lanzolla, G., & Frohlich, M. (2004). Adoption of e-processes by service firm: An empirical study of antecedents. Production and Operations Management, 13(3), 216-229.
32. Turban, E., Lee, J., King, D., & Chung, H. M. (2006). Electronic commerce: A managerial perspective. Englewood Cliffs, NJ: Prentice Hall.
33. Vatanasombut, B., Stylianou, A. C., & Igbaria, M. (2004, June). How to retain online customers. Communications of the ACM, 47(6), 65-69.
34. Zucker, L. G. (1986). Production of trust: Institutional sources of economic structure: 1840-1920. In B.Staw & L.Cummings (Eds.), Research in organizational behaviour (pp. 53-111).