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    National Tsing Hua University Institutional Repository > 科技管理學院  > 服務科學研究所 > 期刊論文 >  Internet Retail Customer Loyalty:The Mediating Role of Relational Benefits


    Please use this identifier to cite or link to this item: http://nthur.lib.nthu.edu.tw/dspace/handle/987654321/61626


    Title: Internet Retail Customer Loyalty:The Mediating Role of Relational Benefits
    Authors: Yen, H.R.;Gwinner K.P
    教師: 嚴秀茹
    Date: 2003
    Publisher: MCB UP Ltd
    Relation: International Journal of Service Industry Management,14(5),483-500
    Keywords: technology-based self-service
    Relational Benefits
    Abstract: The application of technology-based self-service in service delivery has grown rapidly in recent years, but our current understanding of customer retention and satisfaction in such contexts remains limited. This paper proposes a conceptual framework that utilizes the construct of relational benefits to explain the link between Internet-based self-service technology attributes and customer loyalty and satisfaction. The framework posits that confidence and special treatment benefits mediate the impact of Internet self-service technology attributes on customer loyalty and satisfaction. The results of an empirical study using two contexts finds support for a fully mediated model. That is, confidence benefits mediate the impact of perceived control and performance on customer loyalty and satisfaction, while special treatment benefits mediate the relationship of efficiency and convenience with customer loyalty and satisfaction. The findings afford not only practical implications for marketers but also directions for future research on customer relational benefits and Internet-based self-service.
    URI: http://nthur.lib.nthu.edu.tw/dspace/handle/987654321/61626
    Appears in Collections:[服務科學研究所] 期刊論文

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