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An Empirical Study on the Integrated Framework of e-CRM in Online Shopping: Evaluating the Relationships Among Perceived Value, Satisfaction, and Trust Based on Customers' Perspectives

Author

Listed:
  • Changsu Kim

    (Yeongnam University, Korea)

  • Weihong Zhao

    (Jiangxi Normal University, China)

  • Kyung H. Yang

    (University of Wisconsin-La Crosse, USA)

Abstract

Based on customer cognitive, affective and conative experiences in Internet online shopping, this study, from customers’ perspectives, develops a conceptual framework for e-CRM to explain the psychological process that customers maintain a long-term exchange relationship with specific online retailer. The conceptual framework proposes a series of causal linkages among the key variables affecting customer commitment to specific online retailer, such as perceived value (as cognitive belief), satisfaction (as affective experience) and trust (as conative relationship intention). Three key exogenous variables affecting Internet online shopping experiences, such as perceived service quality, perceived product quality, and perceived price fairness, are integrated into the framework. This study empirically tested and supported a large part of the proposed framework and the causal linkages within it. The empirical results highlight some managerial implications for successfully developing and implementing a strategy for e-CRM.

Suggested Citation

  • Changsu Kim & Weihong Zhao & Kyung H. Yang, 2008. "An Empirical Study on the Integrated Framework of e-CRM in Online Shopping: Evaluating the Relationships Among Perceived Value, Satisfaction, and Trust Based on Customers' Perspectives," Journal of Electronic Commerce in Organizations (JECO), IGI Global, vol. 6(3), pages 1-19, July.
    • Handle: RePEc:igg:jeco00:v:6:y:2008:i:3:p:1-19
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    Citations

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    Cited by:

    1. Farah Gogan & Urooj Fatima & Eesar Khan & Aamir Hussain, 2016. "Relationship Marketing: Understanding Customer Satisfaction in Online Retailing of Chase Value Center," KASBIT Business Journals (KBJ), Khadim Ali Shah Bukhari Institute of Technology (KASBIT), vol. 9(1), pages 5-30, December.
    2. Angela Eliza Micu & Olfa Bouzaabia & Rym Bouzaabia & Adrian Micu & Alexandru Capatina, 2019. "Online customer experience in e-retailing: implications for web entrepreneurship," International Entrepreneurship and Management Journal, Springer, vol. 15(2), pages 651-675, June.
    3. Jebarajakirthy, Charles & Shankar, Amit, 2021. "Impact of online convenience on mobile banking adoption intention: A moderated mediation approach," Journal of Retailing and Consumer Services, Elsevier, vol. 58(C).
    4. Rose, Susan & Clark, Moira & Samouel, Phillip & Hair, Neil, 2012. "Online Customer Experience in e-Retailing: An empirical model of Antecedents and Outcomes," Journal of Retailing, Elsevier, vol. 88(2), pages 308-322.
    5. Zhang Gang & Wang Zongshui & Zhao Hong, 2020. "Relationships Among Perceived Value, Satisfaction, and e-Trust: An e-CRM View of Online Restaurant Consumption," Journal of Systems Science and Information, De Gruyter, vol. 8(5), pages 458-475, October.
    6. Murat Burucuoglu & Evrim Erdogan, 2016. "An Empirical Examination of the Relation between Consumption Values, Mobil Trust and Mobile Banking Adoption," International Business Research, Canadian Center of Science and Education, vol. 9(12), pages 131-142, December.
    7. Md. S. R. Tamim & Md. Awlad Hossain, 2022. "Investigating the factors affecting green brand equity: A study on young consumers in Bangladesh," International Journal of Science and Business, IJSAB International, vol. 13(1), pages 90-99.
    8. Md. Sahabuddin & Qingmei Tan & Imran Hossain & Md. Shariful Alam & Md. Nekmahmud, 2021. "Tourist Environmentally Responsible Behavior and Satisfaction; Study on the World’s Longest Natural Sea Beach, Cox’s Bazar, Bangladesh," Sustainability, MDPI, vol. 13(16), pages 1-19, August.
    9. Alexander Joseph Ibnu Wibowo, 2021. "Outcomes of Perceived Online Webshop Quality: Empirical Evidence," Tržište/Market, Faculty of Economics and Business, University of Zagreb, vol. 33(2), pages 149-164.
    10. Lucia-Palacios, Laura & Pérez-López, Raúl & Polo-Redondo, Yolanda, 2020. "How situational circumstances modify the effects of frontline employees’ competences on customer satisfaction with the store," Journal of Retailing and Consumer Services, Elsevier, vol. 52(C).
    11. Mohammad Abasi Niko & Mohammad Hussein Askarinia & Ali Akbar Khalaf & Ehsan Namdar Joyami, 2015. "Investigating the Effect of the Relationship Marketing Tactics on Customer’s Loyalty," Academic Journal of Economic Studies, Faculty of Finance, Banking and Accountancy Bucharest,"Dimitrie Cantemir" Christian University Bucharest, vol. 1(1), pages 5-21, March.
    12. Trinh Kim Hoa & Luu Thi Bich Ngoc, 2015. "Customer satisfaction and customer loyalty in Vietnamese mobile telecommunication industry," HO CHI MINH CITY OPEN UNIVERSITY JOURNAL OF SCIENCE - ECONOMICS AND BUSINESS ADMINISTRATION, HO CHI MINH CITY OPEN UNIVERSITY JOURNAL OF SCIENCE, HO CHI MINH CITY OPEN UNIVERSITY, vol. 5(1), pages 41-59.
    13. Juan Gabriel Martínez-Navalón & Vera Gelashvili & Felipe Debasa, 2019. "The Impact of Restaurant Social Media on Environmental Sustainability: An Empirical Study," Sustainability, MDPI, vol. 11(21), pages 1-24, November.
    14. Carmen María Sabiote Ortiz & Dolores María Frías Jamilena & J. Alberto Castañeda García, 2011. "The moderating effect of uncertainty avoidance on overall perceived value of the online purchasing process," DOCFRADIS Working Papers 1104, Catedra Fundación Ramón Areces de Distribución Comercial.
    15. Yajing Zhang & Jingfeng Yuan & Lingzhi Li & Hu Cheng, 2019. "Proposing a Value Field Model for Predicting Homebuyers’ Purchasing Behavior of Green Residential Buildings: A Case Study in China," Sustainability, MDPI, vol. 11(23), pages 1-31, December.
    16. Cahyono, Edi Dwi, 2023. "Instagram adoption for local food transactions: A research framework," Technological Forecasting and Social Change, Elsevier, vol. 187(C).

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