Research on influencing mechanism of customer participation on customer loyalty in online service industry: A theoretical model

Author

Ying, Hua ; Xianbin, Wu ; Jin, Chen

Author_Institution

China Service Ind. Res. Center, Univ. of Int. Bus. & Econ., Beijing, China

fYear

2011

fDate

25-27 June 2011

Firstpage

1

Lastpage

5

Abstract

Customer participation is one of the significant research issues in service management. Customer loyalty is more important while more difficult to keep and maintain online. This study, different from traditional satisfaction-loyalty paradigm, proposes a theoretical model of the effect of customer participation on customer loyalty with relationship quality as the mediator and dimensions of different variables, to fully reveal the influencing mechanism of customer loyalty in online service industry. Contributions, limitations, managerial suggestions and future research of the study are also provided.

Keywords

customer relationship management; service industries; customer loyalty; customer participation influencing mechanism; managerial suggestions; online service industry; service management; Customer satisfaction; Driver circuits; Economics; Industries; Internet; Production; customer loyalty; customer participation; online service; relationhip marketing; relationship quality; sendee marketing;

fLanguage

English

Publisher

ieee

Conference_Titel

Service Systems and Service Management (ICSSSM), 2011 8th International Conference on

Conference_Location

Tianjin

ISSN

2161-1890

Print_ISBN

978-1-61284-310-0

Type

conf

DOI

10.1109/ICSSSM.2011.5959386

Filename

5959386