Online consumer retention: contingent effects of online shopping habit and online shopping experience
Online consumer retention: contingent effects of online shopping habit and online shopping experience
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DOI：
10.1057/palgrave.ejis.3000711
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发表时间：
2007-12-01
影响因子：
9.5
通讯作者：
Liu, Vanessa
中科院分区：
文献类型：
--
作者：
Khalifa, Mohamed;Liu, Vanessa
在本研究中，我们使用解释在线购物习惯和在线购物体验的权变理论，进一步开发了在线购物背景下的信息系统持续模型。具体而言，我们认为，并实证表明，虽然概念上不同，网上购物习惯和网上购物经验有类似的影响回购意向。两者均通过满意度起正向中介作用，并调节满意度与网络重购意愿之间的关系。一项涉及122名在线客户的调查研究的结果为我们的研究模型提供了有力的支持。我们还将售后服务、交易效率、安全性、便利性和成本节约确定为重要的在线购物有用性驱动因素。理论和实践的影响，包括建立一个权变理论，以更充分地解释在线客户保留以及客户关系管理举措的发展指南。
In this study, we further develop the information systems continuance model in the context of online shopping, using a contingency theory that accounts for the roles of online shopping habit and online shopping experience. Specifically, we argue and empirically demonstrate that although conceptually distinct, online shopping habit and online shopping experience have similar effects on repurchase intention. They both have positive mediated effects through satisfaction and moderate the relationship between satisfaction and online repurchase intention. The results of a survey study involving 122 online customers provide strong support for our research model. We also identify after-sale service, transaction efficiency, security, convenience, and cost savings as important online shopping usefulness drivers. Theoretical and practical implications include establishing a contingency theory to more fully explain online customer retention as well as guidelines for development of customer relationship management initiatives.