Determinants of loyalty E-tailers: Price, services, and market characteristics

被引：0

作者：

Cao, Y ^{[1
]}

Zhao, H ^{[1
]}

机构：

[1] Univ Alaska, Coll Business & Publ Policy, Anchorage, AK 99508 USA

来源：

SERVICE SYSTEMS AND SERVICE MANAGEMENT - PROCEEDINGS OF ICSSSM '04, VOLS 1 AND 2 | 2004年

关键词：

price; pre purchase services; fulfillment services; online loyalty;

D O I：

暂无

中图分类号：

TP18 [人工智能理论];

学科分类号：

081104 ; 0812 ; 0835 ; 1405 ;

摘要：

Given the importance of online customer loyalty to firm profitability, we identified the key drivers. Post purchase fulfillment services significantly explain the online customer loyalty in the electronic market. However, both prices and post purchase fulfillment services significantly explain the online customer loyalty in the book market. The pre purchase services do not significantly explain the online loyalty in both markets.

引用

页码：693 / 695

页数：3

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