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The Impact of Customer Relationship Management on Customer Loyalty: The Moderating Role of Web Site Characteristics
16 references·10 citing·50 second hop
The Impact of Customer Relationship Management on Customer Loyalty: The Moderating Role of Web Site Characteristics (2006)The Impact of Customer Relationship Manag…Consumer Trust in an Internet Store: A Cross-Cultural Validation (2006)Consumer Trust in an Internet…Predicting Intention to Adopt Interorganizational Linkages: An Institutional Perspective1 (2003)Predicting Intention to Adopt…Strategy and the Internet. (2001)Strategy and the Internet.Marketing in Hypermedia Computer-Mediated Environments: Conceptual Foundations (1996)Marketing in Hypermedia Compu…Relationship Marketing in Consumer Markets: Antecedents and Consequences (1995)Relationship Marketing in Con…An Integrated Model of Buyer-Seller Relationships (1995)An Integrated Model of Buyer-…The Commitment-Trust Theory of Relationship Marketing (1994)The Commitment-Trust Theory o…Interorganizational Governance in Marketing Channels (1994)Interorganizational Governanc…From Marketing Mix to Relationship Marketing: Towards a Paradigm Shift in Marketing (1994)From Marketing Mix to Relatio…From Marketing Mix to Relationship Marketing (1994)From Marketing Mix to Relatio…Customer Loyalty: Toward an Integrated Conceptual Framework (1994)Customer Loyalty: Toward an I…Developing Buyer-Seller Relationships (1987)Developing Buyer-Seller Relat…Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Evaluating Structural Equatio…A Paradigm for Developing Better Measures of Marketing Constructs (1979)A Paradigm for Developing Bet…Content Analysis in Consumer Research (1977)Content Analysis in Consumer …One More Time: How Do You Motivate Employees? (1976)One More Time: How Do You Mot…Customer relationship management and service quality: Influences in higher education (2016)Customer relationship managem…Effects of service supply chain practices on the profitability of tourism firms (2015)Effects of service supply cha…Customer relationship management for brand commitment and brand loyalty (2015)Customer relationship managem…Customer Loyalty in Collaborative Consumption Model: Empirical Study of CRM for Product-Service System-Based e-Commerce in Indonesia (2015)Customer Loyalty in Collabora…Loyalty in the Business-to-Business Service Context: A Literature Review and Proposed Framework (2014)Loyalty in the Business-to-Bu…The impact of interaction quality factors on the effectiveness of Web-based information system: the mediating role of user satisfaction (2013)The impact of interaction qua…Analytical Customer Relationship Management in Retailing Supported by Data Mining Techniques (2012)Analytical Customer Relations…Customer Segmentation Using CLV Elements (2011)Customer Segmentation Using C…Towards Customer Knowledge Relationship Management: Integrating Knowledge Management and Customer Relationship Management Process (2008)Towards Customer Knowledge Re…Designing a Predictive Performance Measurement and Control System to Maximize Customer Relationship Management Success (2008)Designing a Predictive Perfor…The Evolution of Cooperation (1981)Economic Action and Social Structure: The Problem of Embeddedness (1985)The Economic Institutions of Capitalism (1987)Dyadic Business Relationships within a Business Network Context (1994)The Structure of Commitment in Exchange (1995)An organizational theoretic review of green supply chain management literature (2010)Coefficient Alpha and the Internal Structure of Tests (1951)The Theory of Buyer Behavior (1971)The Nature and Scope of Marketing (1976)Measuring Service Quality: A Reexamination and Extension (1992)Trust and TAM in Online Shopping: An Integrated Model1 (2003)\nThe use of partial least squares path modeling in international marketing (2009)Markets and Hierarchies: Analysis and Antitrust Implications. 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References

  • 1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error108,884 cited
  • 1994The Commitment-Trust Theory of Relationship Marketing22,337 cited
  • 1979A Paradigm for Developing Better Measures of Marketing Constructs16,553 cited
  • 1987Developing Buyer-Seller Relationships9,139 cited
  • 1994Customer Loyalty: Toward an Integrated Conceptual Framework6,599 cited
  • 1996Marketing in Hypermedia Computer-Mediated Environments: Conceptual Foundations5,628 cited
  • 2001Strategy and the Internet.3,761 cited
  • 1994From Marketing Mix to Relationship Marketing: Towards a Paradigm Shift in Marketing2,349 cited
  • 1977Content Analysis in Consumer Research2,310 cited
  • 1994Interorganizational Governance in Marketing Channels2,210 cited
  • 1976One More Time: How Do You Motivate Employees?2,119 cited
  • 1995An Integrated Model of Buyer-Seller Relationships2,083 cited
  • 2006Consumer Trust in an Internet Store: A Cross-Cultural Validation1,876 cited
  • 1995Relationship Marketing in Consumer Markets: Antecedents and Consequences1,757 cited
  • 2003Predicting Intention to Adopt Interorganizational Linkages: An Institutional Perspective11,639 cited

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  • 1994From Marketing Mix to Relationship Marketing1,410 cited
  • Cited by

    • 2016Customer relationship management and service quality: Influences in higher education38 cited
    • 2015Customer Loyalty in Collaborative Consumption Model: Empirical Study of CRM for Product-Service System-Based e-Commerce in Indonesia35 cited
    • 2015Customer relationship management for brand commitment and brand loyalty33 cited
    • 2008Towards Customer Knowledge Relationship Management: Integrating Knowledge Management and Customer Relationship Management Process33 cited
    • 2014Loyalty in the Business-to-Business Service Context: A Literature Review and Proposed Framework28 cited
    • 2008Designing a Predictive Performance Measurement and Control System to Maximize Customer Relationship Management Success17 cited
    • 2015Effects of service supply chain practices on the profitability of tourism firms16 cited
    • 2013The impact of interaction quality factors on the effectiveness of Web-based information system: the mediating role of user satisfaction15 cited
    • 2012Analytical Customer Relationship Management in Retailing Supported by Data Mining Techniques11 cited
    • 2011Customer Segmentation Using CLV Elements10 cited