ecrm (electronic customer relationship management) systems focus on using the web-site as the main interaction channel for businesses to simulate an old fashioned one-to-one direct relationship—high touch—with customers. the purpose of this paper is to propose a model for the relationship between ecrm and e-loyalty by conceptualizing that e-loyalty is influenced by e-satisfaction and e-trus...

Web sites are important components of Internet strategy for organizations. This paper develops a theoretical model for understanding the effect of Web site design elements on customer loyalty to a Web site. We show the relevance of the business domain of a Web site to gain a contextual understanding of relative importance of Web site design elements. We use a hierarchical linear modeling approa...

considering the importance of the factors affecting customer satisfaction and loyalty, this study aimed to investigate the relationship between performance and characteristic of a online stores – digi-kala in this particular case, as a perfect example of an electronic customer relationship system, and customer's electronic loyalty and satisfaction. as a practical-descriptive, research, ele...

BACKGROUND Effective leaders understand that loyal followers are the key for success. To win their loyalty, leaders usually build social exchange relationships with them, through a wide range of behaviours, such as honouring agreements or using open and transparent communication. However, the effect of these behaviours on their followers' loyalty can differ depending on followers' individual di...

This study aims to test a model linking destination image, perceived value, tourist satisfaction, and tourist loyalty. Based on a sample of 300 tourists travelling by car from the World Natural Heritage Site of Tianchi, China, a new model of destination image was explored and data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The results revealed that perceiv...

Hypermarkets play an increasingly important role in the retail industry in Taiwan. In this study hypermarket customers in Taiwan were surveyed, using switching costs as a variable, to explore the relationship between customer value, customer satisfaction, and customer loyalty. The results indicate that a customer with a more positive perception of the value of products/services has a more posit...

This study aims to test a model linking destination image, perceived value, tourist satisfaction, and tourist loyalty. Based on a sample of 300 tourists travelling by car from the World Natural Heritage Site of Tianchi, China, a new model of destination image was explored and data were analysed using partial least squares structural equation modelling (PLS-SEM). The results show that perceived ...

Most of the existing literature on CRM value chain creation has focused on the effect of customer satisfaction and customer loyalty on customer profitability. In contrast, little has been studied about the CRM value creation chain at individual customer level and the role of self-construal (i.e., independent self-construal and interdependent self-construal) in such a chain. This research aims t...