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Title: The relationship between ecrm implementation and eloyalty at different adoption stages of transaction cycle: A conceptual framework and hypothesis
Authors: Alhaiou, T
Irani, Z
Ali, M
Keywords: E-CRM, Transaction Cycle, E-satisfaction, E-trust, E-loyalty
Issue Date: 2009
Publisher: EMCIS
Citation: Proceedings of the European and Mediterranean Conference on Information Systems, Izmir , 13-14 July 2009
Abstract: 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, e-trust, and multi-dimensional aspects of eCRM. In order to capture the full picture for this relationship, we attempt to cover the complete purchase experience by focusing on transaction cycle (Pre-Purchase, A-Purchase, and Post- Purchase).different Components of eCRM have differing effects on e-loyalty. This study strengthens the literature by adding different components of eCRM as a possible critical antecedent in the model of e-loyalty development and attempts to build a stronger holistic model by including eCRM features.
Appears in Collections:Business and Management
Brunel Business School Research Papers

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