Critical review of the e-loyalty literature: a purchase-centred framework

Over the last few years, the concept of online loyalty has been examined extensively in the literature, and it remains a topic of constant inquiry for both academics and marketing managers. The tremendous development of the Internet for both marketing and e-commerce settings, in conjunction with the growing desire of consumers to purchase online, has promoted two main outcomes: (a) increasing numbers of Business-to-Customer companies running businesses online and (b) the development of a variety of different e-loyalty research models. However, current research lacks a systematic review of the literature that provides a general conceptual framework on e-loyalty, which would help managers to understand their customers better, to take advantage of industry-related factors, and to improve their service quality. The present study is an attempt to critically synthesize results from multiple empirical studies on e-loyalty. Our findings illustrate that 62 instruments for measuring e-loyalty are currently in use, influenced predominantly by Zeithaml et al. (J Marketing. 1996;60(2):31-46) and Oliver (1997; Satisfaction: a behavioral perspective on the consumer. New York: McGraw Hill). Additionally, we propose a new general conceptual framework, which leads to antecedents dividing e-loyalty on the basis of the action of purchase into pre-purchase, during-purchase and after-purchase factors. To conclude, a number of managerial implementations are suggested in order to help marketing managers increase their customers’ e-loyalty by making crucial changes in each purchase stage

Antecedents of consumer trust in mobile payment adoption

This study empirically examines the role of consumer trust and its antecedents in determining consumers’ intention to adopt mobile payment. This research proposes that consumers’ willingness to adopt mobile payment depends on their assessment of the trustworthiness of mobile service provider and vendor, their assessment of the functional reliability of mobile payment systems as well as their general disposition to trust and their cultural background, in particular, uncertainty avoidance. Data were gathered from 302 participants in Auckland, New Zealand. Results show that all five sets of trust antecedents influence the development of trust and trust is an important predictor of intention to adopt mobile payment. Both theoretical and practical implications are discussed

A study of The Impact of Perceived Psychological Contract and Perceived Fairness as Mediators Between Structural Assurance Constructs and Purchasing Intention in B2C E-commerce

This study examines whether perceived psychological contract and perceived fairness can serve as mediators between certain website design features (retailer guarantees and seals of approval guarantees) and perceived trust and risk beliefs. Based on the psychological contract theory and organizational justice theory, this research would examine the nomological validities of perceived psychological contract and perceived fairness in business-to-consumer e-commerce context. The results could demonstrate how perceived trust and perceived risk can be influenced by certain design features, and help online retailers improve their website design and business practices

Evaluating and integrating the McKnight’s trust related models

This paper primarily aims to develop a comprehensive model of initial trust by evaluating and integrating antecedents of interpersonal trust within the McKnight‟s trust related models. We have firstly identified antecedents of interpersonal trustby reviewed the literature and subsequently classified them by evaluating the properties of the constructs. Based on the review, seven constructsrelated to antecedents of interpersonal trust have partly been identified toincorporatein and extend the McKnight‟s trust models. They are: (1) situation normality, (2) structural assurance, (3) disposition to trust, (4) perceived site quality, (5) perceived vendor reputation, (6) co-brand image, (7) co-brand awareness. This study contributes academically by providing a comprehensive conceptual model, where these essential constructs are assembled together. Future empirical validation is suggested at the end of this paper

The Effectiveness of Customer Service Policies on Intentions in Business-To-Consumer E-Commerce: A Psychological Contract Perspective

This study examines the influence of customer service policies on consumer purchase intentions in business-to-consumer electronic commerce. Prior research findings propose that practitioners can utilize these policies to influence customers\u27 purchase intentions. Based on the psychological contract theory, this study conducts an experiment to examine whether customer service policies can influence consumers\u27 intentions through their perceived psychological contract with the vendors. The experiment finds that a customer can form psychological contract beliefs with a vendor based on the vendor\u27s customer service policies. These psychological contract beliefs may influence purchase intentions through trusting beliefs. These results should help web vendors realize the importance of customer service policies and improve their website design strategies

Trust Building and Sustainable Internet Banking

This paper empirically explores customers’ trust in Internet banking based on a research model with several constructs such as structural assurance, perceived bank reputation, perceived website quality, and disposition to trust. The results suggest that these constructs significantly influence trusting beliefs and customers’ willingness to use Internet banking, which in turn have a positively impact on the establishment of customers’ trust in Internet banking. Trust building should strengthen customers’ confidence in Internet banking and facilitate the development of sustainable Internet banking services

Conceptualization of Relational Assurance Mechanisms - A Literature Review on Relational Assurance Mechanisms, Their Antecedents and Effects

Assurance mechanisms are an important element of relational governance and frequently used in information systems (IS) research; still missing in this field, however, is a coherent and interrelated structure to organize available knowledge. In this study, we provide a first step towards development of a conceptualization framework of relational assurance mechanisms to enable their further investigation. From our analysis of existing literature, we discover two gaps in assurance research: (1) a fragmentation of assurance research and (2) a lack of conceptual consensus on relational assurance mechanisms. We provide a theoretical framework consisting of a conceptualization of identified relational assurance mechanisms, their antecedents and effects as a means of advancing theory in this area. Several possibilities for future research are discussed

The Customer-Centered B2C Literature through the Lens of Activity Theory: A Review and Research Agenda

A multitude of published research studies investigate the B2C phenomenon from the customer point of view. At this point, making sense of such a large number of studies is a difficult task. The aim of this paper is to organize the literature to provide a clear depiction of what we know and what we don\u27t know about it in order to identify specific areas where future research efforts are needed. A review of the B2C literature of the past seven years yielded 115 papers investigating the phenomenon from the user/customer perspective, 74 of these were empirical. This literature is organized according to the Activity Theory framework, allowing for an enhanced understanding of the phenomenon through a social context perspective. Future research directions are identified and discussed