Title :
A study on relationship value in E-business
Author :
Xiaobing, Song ; Lili, Xu
Author_Institution :
School of Business Management Dalian University of Technology Dalian, China
Abstract :
This research identifies the dimensions of relationship value in E-business and tests the effects of relationship value dimensions on customer loyalty. Findings of the study indicate that relationship value includes three relationship benefit dimensions and two relationship cost dimensions. These five dimensions influence customer loyalty indirectly via relationship satisfaction and relationship commitment. Relationship benefits influence customer loyalty positively, and relationship costs influence customer loyalty negatively.
Keywords :
Context; Economics; Interviews; Investments; Mathematical model; Privacy; Reliability; E-business; customer loyalty; relationship value;
Conference_Titel :
E -Business and E -Government (ICEE), 2011 International Conference on
Conference_Location :
Shanghai, China
Print_ISBN :
978-1-4244-8691-5
DOI :
10.1109/ICEBEG.2011.5881685
