The effects of service and consumer product knowledge on online customer loyalty

Journal of the Association for Information Systems

Volumn 12, Issue 11, 2011, Pages 741-766

  Xu, Jingjun David ^a   Benbasat, Izak ^b   Cenfetelli, Ron ^b  

^a WICHITA STATE UNIVERSITY   (United States)

^b UNIVERSITY OF BRITISH COLUMBIA   (Canada)

Author keywords

3S customer loyalty model; Customer product knowledge; Live help technology; Online customer loyalty; Sacrifice; Service outcome; Service process; Service quality

Indexed keywords

CONSUMER PRODUCTS; QUALITY OF SERVICE;

CUSTOMER LOYALTY; CUSTOMER PRODUCTS; ONLINE CUSTOMERS; SACRIFICE; SERVICE OUTCOME; SERVICE PROCESS; SERVICE QUALITY;

SALES;

EID: 82355187754     PISSN: 15583457     EISSN: 15369323     Source Type: Journal    
DOI: 10.17705/1jais.00279     Document Type: Article

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