-Under the advancement of technology and change of environment, enterprises should comply with environmental trends, integrate internal and external resources and competence, adopt “immediate innovation” and knowledge flow in organizations, complementary competence and immediate and smooth communication with customers in order to allow organizations to acquire external knowledge and improve inn...

There is an ongoing debate over the activities of brands and companies in social media. Some researchers believe social media provide a unique opportunity for brands to foster their relationships with customers, while others believe the contrary. Taking the perspective of the brand community building plus the brand trust and loyalty literatures, our goal is to show how brand communities based o...

considering the importance of the factors affecting customer satisfaction and loyalty, this study aimed to investigate the relationship between performance and characteristic of a online stores – digi-kala in this particular case, as a perfect example of an electronic customer relationship system, and customer's electronic loyalty and satisfaction. as a practical-descriptive, research, ele...

This study investigates the relationship between service quality of electronic supermarkets and customer loyalty by conducting questionnaire survey on 237 buyers in Tran Anh electronic supermarkets in Hanoi, Vietnam. This questionnaire was constructed with 28 retail service quality items covering 5 service quality dimensions namely Physical Aspects, Reliability, Personal Interaction, Problem So...

This study examines the usefulness of the theory of transaction cost economics (TCE) for the online travel market and investigates customer satisfaction and loyalty with the transaction cost over the Internet taken into account. Using structural equation modelling (SEM), the authors identify the relationships among the antecedents (uncertainty, personal security and buying frequency), the media...

The purpose of this study was to investigate the relationship among the attitudinal brand loyalty variables (i.e., cognitive, affective, and conative components), team identification, and customer satisfaction by developing a structural equation model, based on Oliver's (1997) attitudinal brand loyalty model. The results of this study confirmed the study of brand loyalty stages by Oliver (1997)...

Considering the heterogeneity of customer purchase behavior in loyalty programs partnerships, in the asymmetric situation of enterprise A who joins the loyalty programs partnerships while enterprise B who implements customer loyalty programs alone, discussing the win-win mechanism of loyalty programs partnerships through the two stage game model, and providing equilibrium price and asymmetric e...

Building and maintaining customer loyalty are important issues in electronic business. By providing customer services, sharing cost benefits with online customers, and rewarding the most valued customers, customer loyalty and customer equity can be improved. With conventional marketing programs, groups or segments of customers are typically constituted according to a small number of attributes....

The benefits of customer relationship strategies are well known and somewhat established nowadays. Customer loyalty emerges as the crucial glue in developing a relational approach. However, relational bonds, which relate to customer loyalty, have not yet been fully explored. Also, there is little research that takes into account the effect of service types on customer relationships and bonding....

The review of the literature reveals various relationships between the constructs of social identity, customer trust, and customer loyalty. Such results lead to questioning the nature of the conceptual structure that would include these constructs as well as their interrelationships in a structural model. From this perspective, the purpose of this study is to evaluate the mediating role of cust...