Description
Deutscher Online Customer Loyalty Forecasting the Repatronage Behavior of Online Retail Customers by Roberta C. Nacif
Roberta C. Nacif investigates the behavioral consequences of self-service purchases via the Internet. She explores the effects of customers' assessments of self-service encounters experiences (attitudes) and transactional history (prior behavior) on their subsequent purchasing behavior and analyzes customers' decision of whether or not to repurchase from the same retailer and of how much money to spend._x000D_ Table of contents : - _x000D_
1 Introduction.- 1.1 Problem description.- 1.2 Research Aim.- 1.3 Structure of the Thesis.- 2 Conceptual Foundations.- 2.1 Service Encounters.- 2.2 Self-service Technology Research.- 2.3 The Internet as a Self-service Technology.- 3 Concept and Importance of Repatronage Decisions.- 4 Conceptual Development of a Repatronage Decision Framework.- 4.1 Relational Market Behavior: Analysis of the Customer Perspective.- 4.2 Relevant Theoretical Concepts.- 4.2.1 Behavioral Theories.- 4.2.1.1 Learning Theories.- 4.2.1.2 Information Processing Theories of Consumer Choice.- 4.2.1.3 Risk Theory.- 4.2.1.4 Cognitive Consistency Theories.- 4.2.1.5 Theory of Reasoned Action.- 4.2.1.6 Equity and Social Exchange Theory.- 4.2.1.7 Summary of Behavioral Theories.- 4.2.2 Economic Theories.- 4.2.2.1 Transaction Cost Economics Framework.- 4.2.2.2 Agency Theory.- 4.2.2.3 Summary of Economic Theories.- 4.2.3 Behavioral and Economic Theories and the Antecedents of Repatronage Decisions.- 4.3 Repatronage Decision Modelling: Analysis of Antecedents.- 4.3.1 Customers' Electronic Service Quality Perception.- 4.3.2 Customer Satisfaction.- 4.3.3 Trust.- 4.3.4 Behavioral Intentions.- 4.3.5 Effect of Decreasing Comparability of Alternatives.- 4.3.6 Justice Perceptions.- 4.3.7 Product Familiarity.- 4.3.8 Customer Behavior that Signals Bonding.- 4.4 Summary of Hypotheses.- 5 Repatronage Decisions as an Empirical Problem.- 5.1 The Study Design.- 5.1.1 Methodology.- 5.1.1.1 Behavioral Intent Modelling.- 5.1.1.2 Incidence Response Modelling.- 5.1.1.3 Usage Levels Decision Modelling.- 5.1.2 Research Design.- 5.1.3 Data Collection Procedure.- 5.2 Operationalization and Measurement of Constructs.- 5.2.1 Methodological Considerations Regarding the Measurement of the Constructs.- 5.2.1.1 Assessing Content and Face Validity.- 5.2.1.2 Assessing Construct Reliability.- 5.2.1.3 Assessing Construct Convergent Validity.- 5.2.1.4 Assessing Discriminant Validity.- 5.2.1.5 Assessing the Model Parameters.- 5.2.1.6 Summary of Construct Evaluation Criteria.- 5.2.2 Operationalization and Validation of Constructs.- 5.2.2.1 Questionnaire Design.- 5.2.2.2 Operationalization of Endogenous Constructs.- 5.2.2.3 Measurement and Validation of Exogenous Constructs.- 5.2.2.4 Discriminant Validity of Exogenous Constructs.- 5.2.2.5 Measures Overview.- 5.2.3 Sample Description.- 5.3 Model Estimation and Results.- 5.3.1 Logistic Regression Model of Customers' Repurchase Behavior.- 5.3.1.1 The 'Full' Logistic Regression Model.- 5.3.1.2 Results of an Alternative Model.- 5.3.1.3 Cross-Validation of Results.- 5.3.2 Tobit Model of Usage Levels Decision.- 5.4 Discussion of Empirical Findings.- 6 Conclusion.- 6.1 Summary of Findings.- 6.2 Managerial Implications.- 6.3 Limitations and Future Research Directions.- A Internet Statistics.- B Questionnaire.- C Comparison Between Groups.- References._x000D_