IDEAS home Printed from https://ideas.repec.org/h/pal/palchp/978-0-230-51255-9_6.html
   My bibliography  Save this book chapter

Building E-Loyalty Across Cultures and Organizational Boundaries

In: Managing Boundaries in Organizations: Multiple Perspectives

Author

Listed:
  • Dianne Cyr
  • Haizley Trevor-Smith

Abstract

Managers and researchers are struggling with the concept of e-loyalty and how trust can be developed in online environments. In an article in the Harvard Business Review, Reichheld and Schetter (2000, 105) suggest building loyalty on the Web does “raise new questions and open new opportunities; it places the old rules in a new context.” Trust has implications for competitiveness, and vendors who are successful in developing relationships with customers online create a “virtuous circle” that can quickly translate into a durable advantage. Less clear is how to build trust in virtual communities, and for the companies that host them. Further, creating loyalty is not related to fads and technological “bells and whistles,” but rather to old-fashioned customer service basics including quality customer support (Reichheld and Schetter 2000).

Suggested Citation

  • Dianne Cyr & Haizley Trevor-Smith, 2003. "Building E-Loyalty Across Cultures and Organizational Boundaries," Palgrave Macmillan Books, in: Neil Paulsen & Tor Hernes (ed.), Managing Boundaries in Organizations: Multiple Perspectives, chapter 5, pages 93-109, Palgrave Macmillan.
    • Handle: RePEc:pal:palchp:978-0-230-51255-9_6
    DOI: 10.1057/9780230512559_6
    as

    Download full text from publisher

    To our knowledge, this item is not available for download. To find whether it is available, there are three options:
    1. Check below whether another version of this item is available online.
    2. Check on the provider's web page whether it is in fact available.
    3. Perform a search for a similarly titled item that would be available.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:pal:palchp:978-0-230-51255-9_6. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.palgrave.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.