The moderating role of age on the relationship between perceived value, retail ICT and customer loyalty

被引：0

作者：

Ruiz Molina, Maria Eugenia ^{[1
]}

Gil Saura, Irene ^{[2
]}

Calderon Garcia, Haydee ^{[2
]}

机构：

[1] Univ Valencia, Fac Econ, Dept Comercializac & Invest Mercados, Valencia 46022, Spain

[2] Univ Valencia, Fac Econ, Inst Int Econ, Valencia 46022, Spain

来源：

CUADERNOS DE ECONOMIA Y DIRECCION DE LA EMPRESA | 2010年 / 43期

关键词：

Information and communication technology; commitment; satisfaction; loyalty; age; retailing; INFORMATION-TECHNOLOGY; RELATIONSHIP QUALITY; CONSUMER SATISFACTION; VALUE-CREATION; MODEL; COMMITMENT; IMPACT; CONSEQUENCES; ANTECEDENTS; DETERMINANTS;

D O I：

暂无

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

Information and communication technology (ICT) may represent a source of benefits for retailers. However, there is a debate in the literature on how ICT influences customer-supplier relationships. In addition, the evidence on the effect of age on consumer attitudes towards retail technological solutions is not conclusive. This paper proposes and tests a model to analyze the influence of retail ICT on consumer loyalty towards the retailer, as well as to assess the moderating role of consumer age on this relationship. As a result, customer assessment of retail ICT, together with perceived value, exerts a positive influence on consumer commitment and satisfaction, being the latter an antecedent of attitudinal loyalty towards the retailer. Notwithstanding, consumer age does not seem to play a moderating role in the relationship between retail ICT and its correlates.

引用

页码：65 / 91

页数：27

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