메뉴 건너뛰기




Volumn 63, Issue 9-10, 2010, Pages 1103-1110

How corporate reputation, quality, and value influence online loyalty

Author keywords

Corporate reputation; Loyalty; Online retailing; Quality; Value

Indexed keywords


EID: 77955276106     PISSN: 01482963     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.jbusres.2009.04.030     Document Type: Article
Times cited : (220)

References (68)
  • 1
    • 14844303561 scopus 로고    scopus 로고
    • Curvilinear effects of consumer loyalty: determinants in relational exchanges
    • Agustin C., Singh J. Curvilinear effects of consumer loyalty: determinants in relational exchanges. Journal of Marketing Research 2005, 42:96-108.
    • (2005) Journal of Marketing Research , vol.42 , pp. 96-108
    • Agustin, C.1    Singh, J.2
  • 2
    • 0037688689 scopus 로고    scopus 로고
    • What drives customer loyalty with complaint resolution?
    • Andreassen T.W. What drives customer loyalty with complaint resolution?. Journal of Service Research 1999, 1:324-332.
    • (1999) Journal of Service Research , vol.1 , pp. 324-332
    • Andreassen, T.W.1
  • 3
    • 0032344693 scopus 로고    scopus 로고
    • Customer loyalty and complex services: the impact of corporate image on quality, customer satisfaction and loyalty for customers with varying degrees of service expertise
    • Andreassen T.W., Lindestad B. 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 1998, 9:6-23.
    • (1998) International Journal of Service Industry Management , vol.9 , pp. 6-23
    • Andreassen, T.W.1    Lindestad, B.2
  • 4
    • 0002318663 scopus 로고    scopus 로고
    • The effect of corporate image in the formation of customer loyalty
    • Andreassen W., Lindestad B. The effect of corporate image in the formation of customer loyalty. Journal of Service Research 1998, 1:82-92.
    • (1998) Journal of Service Research , vol.1 , pp. 82-92
    • Andreassen, W.1    Lindestad, B.2
  • 7
    • 0001922507 scopus 로고    scopus 로고
    • Interactive marketing: exploiting the age of addressability
    • Fall
    • Blattberg RC, Deighton J Interactive marketing: exploiting the age of addressability. Sloan Management Review 1996, 5-14. Fall.
    • (1996) Sloan Management Review , pp. 5-14
    • Blattberg, R.C.1    Deighton, J.2
  • 8
    • 21844490463 scopus 로고
    • The moderating effects of insuppliers/outsuppliers status on organizational buyer attitudes
    • Brown SP The moderating effects of insuppliers/outsuppliers status on organizational buyer attitudes. Journal of the Academy of Marketing Science 1995, 23:170-181.
    • (1995) Journal of the Academy of Marketing Science , vol.23 , pp. 170-181
    • Brown, S.P.1
  • 9
    • 77951964746 scopus 로고    scopus 로고
    • The effect of brand image on public relations perceptions and customer loyalty
    • Chia-Hung H. The effect of brand image on public relations perceptions and customer loyalty. International Journal of Management 2008, 25(2):237-246.
    • (2008) International Journal of Management , vol.25 , Issue.2 , pp. 237-246
    • Chia-Hung, H.1
  • 10
    • 33845945922 scopus 로고
    • Coefficient alpha and the internal structure of tests
    • Cronbach L.J. Coefficient alpha and the internal structure of tests. Psychometrik 1951, 16:297-333.
    • (1951) Psychometrik , vol.16 , pp. 297-333
    • Cronbach, L.J.1
  • 11
    • 0002704641 scopus 로고    scopus 로고
    • Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments
    • Cronin J.J., Brady M.A., Hult G.T.M. Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of Retailing 2000, 76:193-218.
    • (2000) Journal of Retailing , vol.76 , pp. 193-218
    • Cronin, J.J.1    Brady, M.A.2    Hult, G.T.M.3
  • 13
    • 0001500466 scopus 로고
    • Brand loyalty-what, where, how much
    • Cunningham R.M. Brand loyalty-what, where, how much. Harvard Business Review 1956, 39:116-138.
    • (1956) Harvard Business Review , vol.39 , pp. 116-138
    • Cunningham, R.M.1
  • 14
    • 0002738760 scopus 로고
    • A two dimensional concept of brand loyalty
    • Day G.S. A two dimensional concept of brand loyalty. Journal of Advertising Research 1969, 9:29-36.
    • (1969) Journal of Advertising Research , vol.9 , pp. 29-36
    • Day, G.S.1
  • 15
    • 21944451914 scopus 로고    scopus 로고
    • Commentary on Exploring the implications of the internet for consumer marketing
    • Deighton J. Commentary on Exploring the implications of the internet for consumer marketing. Journal of the Academy of Marketing Science 1998, 24:347-351.
    • (1998) Journal of the Academy of Marketing Science , vol.24 , pp. 347-351
    • Deighton, J.1
  • 16
    • 0000723634 scopus 로고
    • Effects of price, brand and store information on buyers' product evaluations
    • Dobbs W.B., Monroe K.B., Grewal D. Effects of price, brand and store information on buyers' product evaluations. Journal of Marketing Research 1991, 28:307-319.
    • (1991) Journal of Marketing Research , vol.28 , pp. 307-319
    • Dobbs, W.B.1    Monroe, K.B.2    Grewal, D.3
  • 17
    • 0001516010 scopus 로고
    • Recent attribution research in consumer behaviour: a review and new directions
    • Folkes V.S. Recent attribution research in consumer behaviour: a review and new directions. Journal of Consumer Research 1988, 14:548-565.
    • (1988) Journal of Consumer Research , vol.14 , pp. 548-565
    • Folkes, V.S.1
  • 19
    • 0006162503 scopus 로고    scopus 로고
    • Indices of corporate reputation: an analysis of media rankings and social monitors' ratings
    • Fombrun C.J. Indices of corporate reputation: an analysis of media rankings and social monitors' ratings. Corporate Reputation Review 1998, 1(4):327-340.
    • (1998) Corporate Reputation Review , vol.1 , Issue.4 , pp. 327-340
    • Fombrun, C.J.1
  • 20
    • 0000539567 scopus 로고
    • What's in a name? Reputation building and corporate strategy
    • Fombrun C.J., Shanley M. What's in a name? Reputation building and corporate strategy. Academy of Management Journal 1990, 33(2):233-258.
    • (1990) Academy of Management Journal , vol.33 , Issue.2 , pp. 233-258
    • Fombrun, C.J.1    Shanley, M.2
  • 21
    • 0000009769 scopus 로고
    • Evaluating structural equation models with unobservable variables and measurement error
    • Fornell C., Larcker D.F. Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research 1981, 18:39-50.
    • (1981) Journal of Marketing Research , vol.18 , pp. 39-50
    • Fornell, C.1    Larcker, D.F.2
  • 22
    • 0033423162 scopus 로고    scopus 로고
    • The different roles of satisfaction, trust, and commitment in customer relationships
    • Garbarino E., Johnson M. The different roles of satisfaction, trust, and commitment in customer relationships. Journal of Marketing 1999, 63:70-87.
    • (1999) Journal of Marketing , vol.63 , pp. 70-87
    • Garbarino, E.1    Johnson, M.2
  • 24
    • 0013467767 scopus 로고    scopus 로고
    • Service loyalty: its nature, importance and implications
    • B. Edvardsson, S.W. Brown, R. Johnston, E.E. Scheuing (Eds.)
    • Gremler D.D., Brown S.W. Service loyalty: its nature, importance and implications. Proceedings American Marketing Association 1996, 171-180. B. Edvardsson, S.W. Brown, R. Johnston, E.E. Scheuing (Eds.).
    • (1996) Proceedings American Marketing Association , pp. 171-180
    • Gremler, D.D.1    Brown, S.W.2
  • 25
    • 0032159339 scopus 로고    scopus 로고
    • The effect of store name, brand name and price discounts on consumers' evaluations and purchase intentions
    • Grewal D.D., Krishnan R., Baker J., Borin N. The effect of store name, brand name and price discounts on consumers' evaluations and purchase intentions. Journal of Retailing 1998, 74:331-352.
    • (1998) Journal of Retailing , vol.74 , pp. 331-352
    • Grewal, D.D.1    Krishnan, R.2    Baker, J.3    Borin, N.4
  • 26
    • 84869571048 scopus 로고
    • A service quality model and its market implications
    • Grönroos C. A service quality model and its market implications. European Journal of Marketing 1984, 18:36-44.
    • (1984) European Journal of Marketing , vol.18 , pp. 36-44
    • Grönroos, C.1
  • 27
    • 33344476046 scopus 로고    scopus 로고
    • EWOM: the impact of customer-to-customer online know-how exchange on customer value and loyalty
    • Gruen T., Osmonbekov T., Czaplewski A.J. eWOM: the impact of customer-to-customer online know-how exchange on customer value and loyalty. Journal of Business Research 2006, 59(4):449-456.
    • (2006) Journal of Business Research , vol.59 , Issue.4 , pp. 449-456
    • Gruen, T.1    Osmonbekov, T.2    Czaplewski, A.J.3
  • 28
    • 61849121782 scopus 로고    scopus 로고
    • Consumer e-shopping acceptance: antecedents in a technology acceptance model
    • Ha S., Stoel L. Consumer e-shopping acceptance: antecedents in a technology acceptance model. Journal of Business Research 2009, 62:565-571.
    • (2009) Journal of Business Research , vol.62 , pp. 565-571
    • Ha, S.1    Stoel, L.2
  • 29
    • 0035529114 scopus 로고    scopus 로고
    • Personal characteristics as moderators of the relationship between customer satisfaction and loyalty-an empirical analysis
    • Homburg C., Giering A. Personal characteristics as moderators of the relationship between customer satisfaction and loyalty-an empirical analysis. Psychology and Marketing 2001, 18:43-66.
    • (2001) Psychology and Marketing , vol.18 , pp. 43-66
    • Homburg, C.1    Giering, A.2
  • 33
    • 0032678626 scopus 로고    scopus 로고
    • The value of internet commerce to the customer
    • Keeney R.L. The value of internet commerce to the customer. Management Science 1999, 45:533-542.
    • (1999) Management Science , vol.45 , pp. 533-542
    • Keeney, R.L.1
  • 34
    • 0039464957 scopus 로고
    • Historical perspectives in the study of action control
    • Springer-Verlag, Berlin, J. Kuhl, J. Beckmann (Eds.)
    • Kuhl J., Bechmann J. Historical perspectives in the study of action control. Action control: from cognition to behavior 1985, 89-100. Springer-Verlag, Berlin. J. Kuhl, J. Beckmann (Eds.).
    • (1985) Action control: from cognition to behavior , pp. 89-100
    • Kuhl, J.1    Bechmann, J.2
  • 37
    • 0001925995 scopus 로고
    • The marketing aspects of service quality
    • American Marketing Association, Chicago, L.L. Berry, G. Shostasck, G. Upah (Eds.)
    • Lewis R.C., Booms B.H. The marketing aspects of service quality. Emerging perspectives in service marketing 1983, 99-107. American Marketing Association, Chicago. L.L. Berry, G. Shostasck, G. Upah (Eds.).
    • (1983) Emerging perspectives in service marketing , pp. 99-107
    • Lewis, R.C.1    Booms, B.H.2
  • 39
    • 66149178576 scopus 로고    scopus 로고
    • Perceived usefulness, service quality and loyalty incentives: effects on electronic service continuance
    • Naidoo R., Leonard A. Perceived usefulness, service quality and loyalty incentives: effects on electronic service continuance. South African Journal of Business Management 2007, 38(3):39-48.
    • (2007) South African Journal of Business Management , vol.38 , Issue.3 , pp. 39-48
    • Naidoo, R.1    Leonard, A.2
  • 40
    • 0010095159 scopus 로고    scopus 로고
    • Satisfaction is nice, but value drives loyalty
    • Neal W. Satisfaction is nice, but value drives loyalty. Marketing Research 1999, 11:21-23.
    • (1999) Marketing Research , vol.11 , pp. 21-23
    • Neal, W.1
  • 41
    • 14544300472 scopus 로고    scopus 로고
    • Winner take all: competition, strategy, and the structure of returns in the internet economy
    • Noe T., Parker G. Winner take all: competition, strategy, and the structure of returns in the internet economy. Journal of Economics and Management Strategy 2005, 14(1):141-164.
    • (2005) Journal of Economics and Management Strategy , vol.14 , Issue.1 , pp. 141-164
    • Noe, T.1    Parker, G.2
  • 44
    • 0033439536 scopus 로고    scopus 로고
    • Whence customer loyalty?
    • Oliver R.L. Whence customer loyalty?. Journal of Marketing 1999, 63:33-44.
    • (1999) Journal of Marketing , vol.63 , pp. 33-44
    • Oliver, R.L.1
  • 45
    • 0002408510 scopus 로고
    • A conceptual model of service quality and its implication for future research
    • Parasuraman A., Zeithaml V.A., Berry L.L. A conceptual model of service quality and its implication for future research. Journal of Marketing 1985, 49:41-50.
    • (1985) Journal of Marketing , vol.49 , pp. 41-50
    • Parasuraman, A.1    Zeithaml, V.A.2    Berry, L.L.3
  • 46
    • 0001312089 scopus 로고
    • SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality
    • Parasuraman A., Zeithaml V.A., Berry L.L. SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing 1988, 64:2-40.
    • (1988) Journal of Retailing , vol.64 , pp. 2-40
    • Parasuraman, A.1    Zeithaml, V.A.2    Berry, L.L.3
  • 47
    • 0000977997 scopus 로고
    • Alternative scales for measuring service quality: a comparative assessment based on psychometric and diagnostic criteria
    • Parasuraman A., Zeithaml V.A., Berry L.L. Alternative scales for measuring service quality: a comparative assessment based on psychometric and diagnostic criteria. Journal of Retailing 1994, 70:201-230.
    • (1994) Journal of Retailing , vol.70 , pp. 201-230
    • Parasuraman, A.1    Zeithaml, V.A.2    Berry, L.L.3
  • 48
    • 0141907688 scopus 로고    scopus 로고
    • Common method biases in behavioral research: a critical review of the literature and recommended remedies
    • Podsakoff P.M., MacKenzie S.B., Lee J.-Y., Podsakoff N.P. Common method biases in behavioral research: a critical review of the literature and recommended remedies. Journal of Applied Psychology 2003, 5:879-903.
    • (2003) Journal of Applied Psychology , vol.5 , pp. 879-903
    • Podsakoff, P.M.1    MacKenzie, S.B.2    Lee, J.-Y.3    Podsakoff, N.P.4
  • 51
    • 0345014259 scopus 로고    scopus 로고
    • E-Loyalty: your secret weapon on the web
    • July-August
    • Reichheld F.F., Schefter P. E-Loyalty: your secret weapon on the web. Harvard Business Review 2000, 105-113. July-August.
    • (2000) Harvard Business Review , pp. 105-113
    • Reichheld, F.F.1    Schefter, P.2
  • 53
    • 1642614997 scopus 로고    scopus 로고
    • What is the domain of service research?
    • Rust R.T. What is the domain of service research?. Journal of Service Research 1998, 1:107.
    • (1998) Journal of Service Research , vol.1 , pp. 107
    • Rust, R.T.1
  • 54
    • 0346268890 scopus 로고    scopus 로고
    • Framing information to enhance corporate reputation: the impact of message source, information type, and reference point
    • Ruth J.A., York A. Framing information to enhance corporate reputation: the impact of message source, information type, and reference point. Journal of Business Research 2004, 57:14-20.
    • (2004) Journal of Business Research , vol.57 , pp. 14-20
    • Ruth, J.A.1    York, A.2
  • 55
    • 0036001754 scopus 로고    scopus 로고
    • Consumer trust and loyalty in relational exchanges
    • Sirdeshmukh D., Singh J., Sabol B. Consumer trust and loyalty in relational exchanges. Journal of Marketing 2002, 66:15-37.
    • (2002) Journal of Marketing , vol.66 , pp. 15-37
    • Sirdeshmukh, D.1    Singh, J.2    Sabol, B.3
  • 56
    • 0032084441 scopus 로고    scopus 로고
    • A model of consumer perceptions and store loyalty intentions for a supermarket retailer
    • Sirohi N., Mclaughlin E.W., Wittink D.R. A model of consumer perceptions and store loyalty intentions for a supermarket retailer. Journal of Retailing 1998, 74:223-245.
    • (1998) Journal of Retailing , vol.74 , pp. 223-245
    • Sirohi, N.1    Mclaughlin, E.W.2    Wittink, D.R.3
  • 57
    • 0036257968 scopus 로고    scopus 로고
    • Customer loyalty in e-commerce: an exploration of its antecedents and consequences
    • Srinivasan S.S., Anderson R., Ponnavolu K. Customer loyalty in e-commerce: an exploration of its antecedents and consequences. Journal of Retailing 2002, 78:41-50.
    • (2002) Journal of Retailing , vol.78 , pp. 41-50
    • Srinivasan, S.S.1    Anderson, R.2    Ponnavolu, K.3
  • 58
    • 40549128685 scopus 로고    scopus 로고
    • Determinants of reach and loyalty-a study of website performance and implications for website design
    • Tarafdar M., Jie Z. Determinants of reach and loyalty-a study of website performance and implications for website design. Journal of Computer Information Systems 2008, 48(2):16-24.
    • (2008) Journal of Computer Information Systems , vol.48 , Issue.2 , pp. 16-24
    • Tarafdar, M.1    Jie, Z.2
  • 59
    • 43949153571 scopus 로고
    • An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions
    • Taylor S.A., Baker T.L. An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions. Journal of Retailing 1994, 70:163-178.
    • (1994) Journal of Retailing , vol.70 , pp. 163-178
    • Taylor, S.A.1    Baker, T.L.2
  • 61
    • 0032365603 scopus 로고    scopus 로고
    • Building mountains in the flat landscapes of the World Wide Web
    • Watson R.T., Akselsen S., Pitt L.F. Building mountains in the flat landscapes of the World Wide Web. California Management Review 1998, 40:35-56.
    • (1998) California Management Review , vol.40 , pp. 35-56
    • Watson, R.T.1    Akselsen, S.2    Pitt, L.F.3
  • 62
    • 84989026819 scopus 로고
    • Reputation and corporate strategy: a review of recent theory and applications
    • Weigelt K., Camerer C. Reputation and corporate strategy: a review of recent theory and applications. Strategic Management Journal 1988, 9:443-454.
    • (1988) Strategic Management Journal , vol.9 , pp. 443-454
    • Weigelt, K.1    Camerer, C.2
  • 63
    • 0038119511 scopus 로고    scopus 로고
    • ETailQ: dimensionalizing, measuring and predicting etail quality
    • Wolfinbarger M., Gilly M.C. eTailQ: dimensionalizing, measuring and predicting etail quality. Journal of Retailing 2003, 79:183-198.
    • (2003) Journal of Retailing , vol.79 , pp. 183-198
    • Wolfinbarger, M.1    Gilly, M.C.2
  • 64
    • 0031536393 scopus 로고    scopus 로고
    • Customer value: the next source of competitive advantage
    • Woodruff R.B. Customer value: the next source of competitive advantage. Journal of the Academy of Marketing Science 1997, 25(2):139-164.
    • (1997) Journal of the Academy of Marketing Science , vol.25 , Issue.2 , pp. 139-164
    • Woodruff, R.B.1
  • 65
    • 0010150737 scopus 로고
    • The effects of information and company reputation on intentions to buy a business service
    • Yoon E., Guffey H.J., Kijewski V. The effects of information and company reputation on intentions to buy a business service. Journal of Business Research 1993, 27:215-228.
    • (1993) Journal of Business Research , vol.27 , pp. 215-228
    • Yoon, E.1    Guffey, H.J.2    Kijewski, V.3
  • 66
    • 0002667763 scopus 로고
    • Consumer perceptions of price, quality and value: a means-end model and synthesis of evidence
    • Zeithaml V.A. Consumer perceptions of price, quality and value: a means-end model and synthesis of evidence. Journal of Marketing 1988, 52:2-22.
    • (1988) Journal of Marketing , vol.52 , pp. 2-22
    • Zeithaml, V.A.1
  • 67
    • 23044518118 scopus 로고    scopus 로고
    • Service quality, profitability, and the economic worth of customers: what we know and what we know and what we need to learn
    • Zeithaml V.A. Service quality, profitability, and the economic worth of customers: what we know and what we know and what we need to learn. Journal of the Academy of Marketing Science 2000, 28:67-85.
    • (2000) Journal of the Academy of Marketing Science , vol.28 , pp. 67-85
    • Zeithaml, V.A.1


* 이 정보는 Elsevier사의 SCOPUS DB에서 KISTI가 분석하여 추출한 것입니다.