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Customer satisfaction and loyalty in online and offline environments · Study

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ArticleCustomer satisfaction and loyalty in online and offline environments

Venkatesh Shankar2003

Article2003

Customer satisfaction and loyalty in online and offline environments

Venkatesh Shankar · Amy K. Smith · Arvind Rangaswamy

1,560 citations·0/0 files stored·International Journal of Research in Marketing

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Customer Service Quality and Loyalty Digital Marketing and Social Media Technology Adoption and User Behaviour

Abstract

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Citations in this library

Stored only when both papers are in the corpus — 1,560 citations exist upstream.

References

1979Prospect Theory: An Analysis of Decision under Risk 1988Prospect theory: An analysis of decision under risk 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions 1999Whence Consumer Loyalty?1994Customer Loyalty: Toward an Integrated Conceptual Framework 2010Satisfaction: a behavioral perspective on the consumer 1993The Antecedents and Consequences of Customer Satisfaction for Firms 1993Cognitive, Affective, and Attribute Bases of the Satisfaction Response

Cited by

2004Customer Value, Satisfaction, Loyalty, and Switching Costs: An Illustration From a Business-to-Business Service Context 2016Customer engagement: the construct, antecedents, and consequences 2016Digital marketing: A framework, review and research agenda 2005Are the Drivers and Role of Online Trust the Same for All Web Sites and Consumers? A Large-Scale Exploratory Empirical Study 2002What is Interactivity and is it Always Such a Good Thing? Implications of Definition, Person, and Situation for the Influence of Interactivity on Advertising Effectiveness 2008A multi-stage model of word-of-mouth influence through viral marketing 2004Comfort your online customer: quality, trust and loyalty on the internet 2007Perceived e‐service quality (PeSQ)

Details

Year2003

Typearticle

Published2003-05-12

VenueInternational Journal of Research in Marketing

ISSN-L0167-8116

Languageen

Citations1,560

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

Identifiers

doi10.1016/s0167-8116(03)00016-8

openalex_workW1968171365

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