The four levels of loyalty and the pivotal role of trust: a study of online service dynamics

[1]  J.J.H. Bartholomée,et al.  Campell, Donald T. , 2005 .

[2]  Dhruv Grewal,et al.  Internet retailing: enablers, limiters and market consequences , 2004 .

[3]  Dhruv Grewal,et al.  Loyalty in e-Tailing , 2004 .

[4]  R. Peterson,et al.  Consumer information search behavior and the internet , 2003 .

[5]  Stephen K. Koernig.  E‐scapes: The electronic physical environment and service tangibility , 2003 .

[6]  Rolph E. Anderson,et al.  E‐satisfaction and e‐loyalty: A contingency framework , 2003 .

[7]  Katherine J. Stewart,et al.  Special Issue: Trust in an Organizational Context: Trust Transfer on the World Wide Web , 2003, Organ. Sci..

[8]  F. Reichheld,et al.  E-LOYALTY: YOUR SECRET WEAPON ON THE WEB , 2003 .

[9]  Philip J. Trocchia,et al.  Consumer perceptions of Internet retail service quality , 2002 .

[10]  D. Reibstein.  What attracts customers to online stores, and what keeps them coming back? , 2002 .

[11]  A. Parasuraman,et al.  Service quality delivery through web sites: A critical review of extant knowledge , 2002, Journal of the Academy of Marketing Science.

[12]  Sonja Grabner-Kraeuter.  The Role of Consumers' Trust in Online-Shopping , 2002 .

[13]  P. Franses,et al.  The effect of relational constructs on customer referrals and number of services purchased from a multiservice provider: Does age of relationship matter? , 2002 .

[14]  Scot Burton,et al.  Antecedents of private label attitude and national brand promotion attitude: similarities and differences , 2002 .

[15]  Edward E. Rigdon,et al.  The effect of dynamic retail experiences on experiential perceptions of value: an Internet and catalog comparison , 2002 .

[16]  Rolph E. Anderson,et al.  Customer loyalty in e-commerce: an exploration of its antecedents and consequences , 2002 .

[17]  Noah Gans,et al.  Customer Loyalty and Supplier Quality Competition , 2002, Manag. Sci..

[18]  Dwayne D. Gremler,et al.  Understanding Relationship Marketing Outcomes , 2002 .

[19]  Mark P. Leach,et al.  Building customer relations over the Internet , 2002 .

[20]  Jagdip Singh,et al.  Consumer Trust, Value, and Loyalty in Relational Exchanges , 2002 .

[21]  Veronica Liljander,et al.  CUSTOMER SATISFACTION WITH E-SERVICES: THE CASE OF AN ONLINE RECRUITMENT PORTAL , 2002 .

[22]  John G. Lynch,et al.  Wine Online: Search Costs Affect Competition on Price, Quality, and Distribution , 2000 .

[23]  C. Berné,et al.  The effect of variety-seeking on customer retention in services , 2001 .

[24]  R. H. Hamilton,et al.  E-commerce new venture performance: how funding impacts culture , 2001, Internet Res..

[25]  Mary Ann Eastlick,et al.  An online prepurchase intentions model: The role of intention to search , 2001 .

[26]  Herbjørn Nysveen,et al.  Shopbot banking: an exploratory study of customer loyalty effects , 2001 .

[27]  Lisa K. Gundry,et al.  Breaking through boundaries for organizational innovation: new managerial roles and practices in e-commerce firms , 2001 .

[28]  Stephen S. Standifird.  Reputation and e-commerce: eBay auctions and the asymmetrical impact of positive and negative ratings , 2001 .

[29]  F. Rothaermel,et al.  Virtual internet communities and commercial success: individual and community-level theory grounded in the atypical case of TimeZone.com , 2001 .

[30]  R. J. Kent,et al.  The Global Internet Shopper: Evidence from Shopping Tasks in Twelve Countries , 2001, Journal of Advertising Research.

[31]  Cindy Claycomb,et al.  Business-to-business E-commerce: models and managerial decisions , 2001 .

[32]  M. Holbrook,et al.  The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty , 2001 .

[33]  Theo Vurdubakis,et al.  Chasing Shadows: Control, Virtuality and the Production of Trust , 2001 .

[34]  J. J. Cronin,et al.  Customer Orientation , 2001 .

[35]  M. Gilly,et al.  Shopping Online for Freedom, Control, and Fun , 2001 .

[36]  David M. Szymanski,et al.  Customer satisfaction: A meta-analysis of the empirical evidence , 2001 .

[37]  Allard C. R. van Riel,et al.  Exploring consumer evaluations of e‐services: a portal site , 2001 .

[38]  Hau L. Lee,et al.  Winning the Last Mile of E-Commerce , 2001 .

[39]  Detlef Schoder,et al.  Building firm trust online , 2000, CACM.

[40]  E. Anderson,et al.  Strengthening the Satisfaction-Profit Chain , 2000 .

[41]  Zhan G. Li,et al.  E-tailing--For all products? , 2000 .

[42]  Shohreh A. Kaynama,et al.  A Proposal to Assess the Service Quality of Online Travel Agencies: An Exploratory Study , 2000 .

[43]  Kent Eriksson,et al.  Customer Retention, Purchasing Behavior and Relationship Substance in Professional Services , 2000 .

[44]  David M. Szymanski,et al.  E-satisfaction: an initial examination , 2000 .

[45]  P. A. Dabholkar,et al.  A comprehensive framework for service quality: an investigation of critical conceptual and measurement issues through a longitudinal study , 2000 .

[46]  David L. Mothersbaugh,et al.  Switching barriers and repurchase intentions in services , 2000 .

[47]  J. J. Cronin,et al.  Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments , 2000 .

[48]  John Walsh,et al.  The internet: a new era in customer service , 2000 .

[49]  R. Rust,et al.  Should we delight the customer? , 2000 .

[50]  Jagdip Singh,et al.  Agency and trust mechanisms in consumer satisfaction and loyalty judgments , 2000 .

[51]  F. Sultan,et al.  Placing Trust at the Center of Your Internet Strategy , 2000 .

[52]  A. Parasuraman,et al.  A conceptual framework for understanding e-service quality : implications for future research and managerial practice , 2000 .

[53]  A. Parasuraman,et al.  The impact of technology on the quality-value-loyalty chain: A research agenda , 2000 .

[54]  P. K. Kannan,et al.  Implications of loyalty program membership and service experiences for customer retention and value , 2000 .

[55]  Erik Brynjolfsson,et al.  Frictionless Commerce? A Comparison of Internet and Conventional Retailers , 2000 .

[56]  G. Lau,et al.  Consumers' Trust in a Brand and the Link to Brand Loyalty , 1999 .

[57]  Steven Furnell,et al.  Security implications of electronic commerce: a survey of consumers and businesses , 1999, Internet Res..

[58]  C. Richard Baker,et al.  An analysis of fraud on the Internet , 1999, Internet Res..

[59]  R. Oliver.  Whence Consumer Loyalty? , 1999 .

[60]  Katherine N. Lemon,et al.  A dynamic model of customers' usage of services : usage as an antecedent and consequence of satisfaction , 1999 .

[61]  Donna L. Hoffman,et al.  Information Privacy in the Marketspace: Implications for the Commercial Uses of Anonymity on the Web , 1999, Inf. Soc..

[62]  Donna L. Hoffman,et al.  Building consumer trust online , 1999, CACM.

[63]  G. Soutar,et al.  The Role of Perceived Risk in the Quality-Value Relationship: A Study in a Retail Environment , 1999 .

[64]  Paola Benassi,et al.  TRUSTe: an online privacy seal program , 1999, CACM.

[65]  G. Soutar,et al.  Consumer perceived value: The development of a multiple item scale , 2001 .

[66]  Pauline Ratnasingham,et al.  The importance of trust in electronic commerce , 1998, Internet Res..

[67]  D. Wittink,et al.  A model of consumer perceptions and store loyalty intentions for a supermarket retailer , 1998 .

[68]  Stephen S. Tax,et al.  Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing: , 1998 .

[69]  Mary Jo Bitner,et al.  Relational benefits in services industries: The customer’s perspective , 1998 .

[70]  K. B. Monroe,et al.  The Effects of Price - Comparison Advertising on Buyers'''' Perceptions of Acquisition Value, Transa , 1998 .

[71]  D. Hoffman,et al.  Building Consumer Trust in Online Environments: The Case for Information Privacy* , 1998 .

[72]  T. Hennig-Thurau,et al.  The impact of customer satisfaction and relationship quality on customer retention: A critical reassessment and model development , 1997 .

[73]  Bart J. Bronnenberg,et al.  Exploring the implications of the internet for consumer marketing , 1997 .

[74]  W. Sasser,et al.  The service profit chain , 1997 .

[75]  Joseph P. Cannon,et al.  An Examination of the Nature of Trust in Buyer–Seller Relationships: , 1997 .

[76]  B. Nooteboom,et al.  Effects of trust and governance on relational risk. , 1997 .

[77]  R. B. Woodruff,et al.  Customer value: The next source for competitive advantage , 1997 .

[78]  R. Oliver.  Satisfaction: A Behavioral Perspective On The Consumer , 1996 .

[79]  R. Bennett.  Relationship formation and governance in consumer markets: Transactional analysis versus the behaviourist approach , 1996 .

[80]  A. Parasuraman,et al.  The Behavioral Consequences of Service Quality , 1996 .

[81]  Thomas O. Jones,et al.  Why Satisfied Customers Defect , 1996 .

[82]  Stanley F. Slater,et al.  Issues in conducting marketing strategy research , 1995 .

[83]  R. Kramer,et al.  Trust in Organizations: Frontiers of Theory and Research , 1995 .

[84]  Rolph E. Anderson,et al.  Multivariate data analysis (4th ed.): with readings , 1995 .

[85]  F. Fukuyama.  Trust: The Social Virtues and the Creation of Prosperity Penguin London , 1995 .

[86]  R. Oliver,et al.  An Empirical Test of the Consequences of Behavior-and Outcome-Based Sales Control Systems , 1994 .

[87]  A. Parasuraman,et al.  The influence of store environment on quality inferences and store image , 1994 .

[88]  R. Peterson.  A Meta-analysis of Cronbach's Coefficient Alpha , 1994 .

[89]  S. Hunt,et al.  The Commitment-Trust Theory of Relationship Marketing , 1994 .

[90]  C. Fornell,et al.  Customer Satisfaction, Market Share, and Profitability: Findings from Sweden , 1994 .

[91]  Alan Dick,et al.  Customer loyalty: Toward an integrated conceptual framework , 1994 .

[92]  Gary W. Loveman,et al.  Putting the Service-Profit Chain to Work , 1994 .

[93]  M. Holbrook.  The Nature of Customer Value: An Axiology of Services in the Consumption Experience , 1994 .

[94]  A. Parasuraman,et al.  Reassessment of expectations as a comparison standard in measuring service quality: Implications , 1994 .

[95]  Roland T. Rust,et al.  Service Quality: New Directions in Theory and Practice , 1993 .

[96]  Patrick E. Murphy,et al.  Ethical and Legal Foundations of Relational Marketing Exchanges , 1993 .

[97]  E. Anderson,et al.  The Antecedents and Consequences of Customer Satisfaction for Firms , 1993 .

[98]  Terence A. Oliva,et al.  A Catastrophe Model for Developing Service Satisfaction Strategies , 1992 .

[99]  Steven A. Taylor,et al.  Measuring Service Quality: A Reexamination and Extension , 1992 .

[100]  D. Aaker.  Managing brand equity : capitalizing on the value of a brand name , 1992 .

[101]  A. Parasuraman,et al.  Refinement and reassessment of the SERVQUAL scale. , 1991 .

[102]  P. Bentler,et al.  Comparative fit indexes in structural models. , 1990, Psychological bulletin.

[103]  Karl G. Jöreskog,et al.  Lisrel 8: User's Reference Guide , 1997 .

[104]  K. Bollen.  A New Incremental Fit Index for General Structural Equation Models , 1989 .

[105]  Jeffrey L. Bradach,et al.  Price, Authority, and Trust: From Ideal Types to Plural Forms , 1989 .

[106]  V. Zeithaml.  Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence: , 1988 .

[107]  James C. Anderson,et al.  STRUCTURAL EQUATION MODELING IN PRACTICE: A REVIEW AND RECOMMENDED TWO-STEP APPROACH , 1988 .

[108]  David W. Gerbing,et al.  An Updated Paradigm for Scale Development Incorporating Unidimensionality and Its Assessment , 1988 .

[109]  A. Parasuraman,et al.  SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. , 1988 .

[110]  F. Dwyer,et al.  Developing Buyer-Seller Relationships: , 1987 .

[111]  H. Marsh,et al.  Application of confirmatory factor analysis to the study of self-concept: First- and higher order factor models and their invariance across groups. , 1985 .

[112]  A. Parasuraman,et al.  A Conceptual Model of Service Quality and Its Implications for Future Research , 1985 .

[113]  C. Grönroos.  A Service Quality Model and its Marketing Implications , 1984 .

[114]  Robert E. Spekman.  International marketing and purchasing of industrial goods: IMP Group, ed. Håkon Håkansson Wiley, Chichester (England), 1982 , 1984 .

[115]  C. Schriesheim.  Causal Analysis: Assumptions, Models, and Data , 1982 .

[116]  T. Huston,et al.  The Dyadic Trust Scale: Toward Understanding Interpersonal Trust in Close Relationships. , 1980 .

[117]  Ian R. Macneil.  The new social contract: An inquiry into modern contractual relations , 1980 .

[118]  Gilbert A. Churchill.  A Paradigm for Developing Better Measures of Marketing Constructs , 1979 .

[119]  T. Cook,et al.  Quasi-experimentation: Design & analysis issues for field settings , 1979 .

[120]  J. Jacoby,et al.  Brand Loyalty: Measurement and Management , 1978 .

[121]  J. Scott Armstrong,et al.  Estimating nonresponse bias in mail surveys. , 1977 .

[122]  G. Day.  A Two-Dimensional Concept of Brand Loyalty , 1976 .

[123]  O. D. Duncan,et al.  Introduction to Structural Equation Models. , 1977 .

[124]  Frank M. Bass,et al.  Pooling Issues and Methods in Regression Analysis with Examples in Marketing Research , 1975 .

[125]  Gilbert A. Churchill,et al.  Expectation-specific measures of the intersender conflict and role ambiguity experienced by industrial salesmen , 1975 .

[126]  J. Jacoby.  Brand loyalty: A conceptual definition. , 1971 .

[127]  P. Blau.  Exchange and Power in Social Life , 1964 .

[128]  D. Campbell,et al.  Convergent and discriminant validation by the multitrait-multimethod matrix. , 1959, Psychological bulletin.

[129]  L. Cronbach.  Coefficient alpha and the internal structure of tests , 1951 .