Kundenmanagement & Electronic Commerce

Online Customer Loyalty

Forecasting the Repatronage Behavior of Online Retail Customers

Authors: Nacif, Roberta C.

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eBook $149.00
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  • ISBN 978-3-322-81581-1
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About this book

Technology is changing the way customers and companies interact. How consumer purchasing behavior is affected by the use of technologies which enable them to purchase independently of direct service employee contact - i.e., by shopping via a technological interface rather than in a brick-and-mortar shop - is of great interest to corporations.

Roberta C. Nacif investigates the behavioral consequences of self-service purchases when consumers shop via the Internet. She explores the effects that customers' assessments of service encounters experiences (attitudes) and transactional history (prior behavior) have on their subsequent purchase behavior. She analyzes two aspects of repurchase behavior: customers' decision of whether or not to repurchase from the same retailer and customers' decision about how much money to spend. The author develops a framework describing the motivations of customers to engage in relational market behavior and tests this framework with individualized customer data obtained from a major European online retailer.

About the authors

Dr. Roberta C. Nacif promovierte bei Prof. Dr. Manfred Krafft am Lehrstuhl für Marketing der Wissenschaftlichen Hochschule für Unternehmensführung (WHU) in Vallendar. Sie ist als Strategy Consultant mit dem Schwerpunkt Einsatz quantitativer Methoden im Marketing tätig.

Table of contents (6 chapters)

  • Introduction

    Nacif, Roberta C.

    Pages 1-8

  • Conceptual Foundations

    Nacif, Roberta C.

    Pages 9-16

  • Concept and Importance of Repatronage Decisions

    Nacif, Roberta C.

    Pages 17-26

  • Conceptual Development of a Repatronage Decision Framework

    Nacif, Roberta C.

    Pages 27-156

  • Repatronage Decisions as an Empirical Problem

    Nacif, Roberta C.

    Pages 157-285

Buy this book

eBook $149.00
price for USA (gross)
  • ISBN 978-3-322-81581-1
  • Digitally watermarked, DRM-free
  • Included format: PDF
  • ebooks can be used on all reading devices
  • Immediate eBook download after purchase
Softcover $189.00
price for USA
  • ISBN 978-3-8244-7910-8
  • Free shipping for individuals worldwide
  • Usually dispatched within 3 to 5 business days.
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Bibliographic Information

Bibliographic Information
Book Title
Online Customer Loyalty
Book Subtitle
Forecasting the Repatronage Behavior of Online Retail Customers
Authors
Series Title
Kundenmanagement & Electronic Commerce
Copyright
2003
Publisher
Deutscher Universitätsverlag
Copyright Holder
Deutscher Universitäts-Verlag/GWV Fachverlage GmbH, Wiesbaden
eBook ISBN
978-3-322-81581-1
DOI
10.1007/978-3-322-81581-1
Softcover ISBN
978-3-8244-7910-8
Edition Number
1
Number of Pages
XXII, 361
Number of Illustrations and Tables
1 b/w illustrations
Topics