Please use this identifier to cite or link to this item:
|Title:||The relationship between ecrm implementation and eloyalty at different adoption stages of transaction cycle: A conceptual framework and hypothesis|
|Keywords:||E-CRM, Transaction Cycle, E-satisfaction, E-trust, E-loyalty|
|Citation:||Proceedings of the European and Mediterranean Conference on Information Systems, Izmir , 13-14 July 2009|
|Abstract:||The purpose of this paper is to propose a model for the relationship between eCRM and E-loyalty by conceptualizing that e-loyalty is influenced by e-satisfaction, e-trust, and multi-dimensional aspects of eCRM. In order to capture the full picture for this relationship, we attempt to cover the complete purchase experience by focusing on transaction cycle (Pre-Purchase, A-Purchase, and Post- Purchase).different Components of eCRM have differing effects on e-loyalty. This study strengthens the literature by adding different components of eCRM as a possible critical antecedent in the model of e-loyalty development and attempts to build a stronger holistic model by including eCRM features.|
|Appears in Collections:||Business and Management|
Brunel Business School Research Papers
Items in BURA are protected by copyright, with all rights reserved, unless otherwise indicated.