The effects of relational bonds on online customer satisfaction

被引：44

作者：

Chen, Yi-Ling ^{[1
]}

Chiu, Hung-Chang ^{[2
]}

机构：

[1] Natl Taiwan Univ, Grad Inst Business Adm, Taipei 10764, Taiwan

[2] Natl Tsing Hua Univ, Inst Technol Management, Hsinchu, Taiwan

来源：

SERVICE INDUSTRIES JOURNAL | 2009年 / 29卷 / 11期

关键词：

relationship marketing; relational bonds; financial bond; social bond; structural bond; customer satisfaction; Internet marketing; e-commerce; gender difference; time horizon; BUYER-SELLER RELATIONSHIPS; GENDER-DIFFERENCES; MANAGEMENT; TRUST; COMMITMENT; SERVICES; INTERNET; BENEFITS; LOYALTY; QUALITY;

D O I：

10.1080/02642060902793326

中图分类号：

C93 [管理学];

学科分类号：

12 ; 1201 ; 1202 ; 120202 ;

摘要：

The purpose of this empirical study is to investigate the effects of relational bonds on online customer satisfaction using gender and time horizon as moderators. The findings are three-fold. First, the financial and structural bonds have positive impacts on online shoppers' satisfaction; however, the social bond does not. Second, the financial, social, and structural bonds have more positive impacts on female, than male, customer satisfaction. Third, the financial bond is more successful in strengthening customer satisfaction for short-term than for long-term customers; however, the structural bond is more important for long-term than for short-term customers.

引用

页码：1581 / 1595

页数：15

共 89 条

[1] DETERMINANTS OF CONTINUITY IN CONVENTIONAL INDUSTRIAL CHANNEL DYADS [J].

ANDERSON, E ;

WEITZ, B .

MARKETING SCIENCE, 1989, 8 (04) :310-323

[2] CUSTOMER SATISFACTION, MARKET SHARE, AND PROFITABILITY - FINDINGS FROM SWEDEN [J].

ANDERSON, EW ;

FORNELL, C ;

LEHMANN, DR .

JOURNAL OF MARKETING, 1994, 58 (03) :53-66

[3]

[Anonymous], 1991, MARKETING SERVICE CO

[4]

[Anonymous], J COMPUTER MEDIATED

[5] MODERATOR VARIABLES - A CLARIFICATION OF CONCEPTUAL, ANALYTIC, AND PSYCHOMETRIC ISSUES [J].

ARNOLD, HJ .

ORGANIZATIONAL BEHAVIOR AND HUMAN PERFORMANCE, 1982, 29 (02) :143-174

[6] BRAND LOYALTY AND MARKETING STRATEGY - AN APPLICATION TO HOME APPLIANCES [J].

BAYUS, BL .

MARKETING SCIENCE, 1992, 11 (01) :21-38

[7] Customer sales associate retail relationships [J].

Beatty, SE ;

Mayer, M ;

Coleman, JE ;

Reynolds, KE ;

Lee, JK .

JOURNAL OF RETAILING, 1996, 72 (03) :223-247

[8]

Berry L.L., 1995, J ACAD MARKET SCI, V23, P236, DOI [DOI 10.1177/009207039502300402, 10.1177/009207039502300402]

[9]

Bitner M. J., 1995, Journal of the Academy of Marketing Science, V23, P246, DOI DOI 10.1177/009207039502300403

[10] Relationship marketing and consumer switching behavior [J].

Chiu, HC ;

Hsieh, YC ;

Li, YC ;

Lee, M .

JOURNAL OF BUSINESS RESEARCH, 2005, 58 (12) :1681-1689

← 1 2 3 4 5 6 7 8 9 →