The purpose of this study was to test how potential customers’ perceptions of a hotel’s corporate social responsibility activities, service quality, and transparency affect relationship quality constructs such as trust, satisfaction, and customer loyalty. Our research design consisted of utilizing a convenience survey of 487American potential hotel customers. We then followed a two-step approac...

Existing literature on the continued use and loyalty for social networking sites (SNSs) has mostly employed traditional information systems (IS) models (e.g., expectation–confirmation model of IS continuance) and has largely focused on individual difference factors (e.g., motivations and beliefs). Consequently, our understanding of the factors influencing users’ continuance intention and loyalt...

Since its emergence as a new electronic communication media supported by Web 2.0, social media has become a popular means of communication among the public. Among different types of social media that depend on user-generated content (UGC), social networking sites (SNS) are becoming the best-known communication mode. While many researchers have examined significant factors affecting SNS users’ b...

How have cutthroat competition and high growth compelled telecom service providers to innovatively use social media to outperform competitors, improve customer communication and maintain loyalty? Why have service providers made huge investments in social media for their CRM strategy? This case study analyses how Tata DoCoMo used social media to positively influence customer experience. The case...

With the rapid growth of the gaming industry, keeping gamers loyal is the quintessential issue. Thus, our paper focuses on loyalty towards Massively Multiplayer Online Role-Playing Games (MMORPGs). Our study incorporates the social identity theory, the theory of reason of action and gamer emotions into the equation of loyalty. An empirical study of 160 subjects was conducted to test our model. ...

As the number of SNSs increases, it is challenging for SNS providers to obtain and retain user loyalty toward a SNS site. By integrating both network externalities theory and VTSL (Value-TrustSatisfaction-Loyalty) model, we propose a research model to investigate how perceived value derived from network externalities affects trust in SNS site and user satisfaction, which further lead to user lo...

Social Customer Relationship Management (SCRM) is about people and relationships and demands a customer focus. This study investigates how Social Media (SM) has become an undeniable influence on customer care. The purpose of this paper is to explore how engaging customers through social communities are having far-reaching effects on customer loyalty. Goldman (2011) highlighted that the powerful...

Prior research indicates that social support allows individuals to have additional skills to handle stresses, enhance self-esteem, and increase psychological well-being. Online social networks have become an emerging and important source of social support. However, little research has been done to explore how IT usage may improve the well-being and life quality of individuals, especially patien...

China’s C2C electronic market has been growing very rapidly. Eachnet, which had been the largest Chinese online auction company, after merging with eBay, quickly lost its market share to a newly-launched Chinese company, Taobao. What is the nature of the market? What strategy is the most suitable to the current Chinese market and likely to lead to success? Based on the CRM process model, we con...