... analytics Customer experience Information technology Multi-channel measurement Customer loyalty For fashion retailers, the rise in e-commerce has created a fundamental paradox. While online channels offer unprecedented scale and assortment (Lima, 2024), they are ill-suited to resolving the high...

.... Findings E-return service interaction includes three determinants: access support, friendly interaction and communication support. These interactions positively impact ease of return, returns satisfaction and customer loyalty. Returns satisfaction is a key mediator in the relationship between return...

...Jing Zhang; Linghua Zhang; Bei Ma Purpose This study examines how customer loyalty among DiDi users in China is affected by two types of online social interaction (transactional and interpersonal) and how the online interaction–customer loyalty relationship is mediated by three kinds of perceived...

... quality. Jung‐Hwan Kim can be contacted at: jhkim@mailbox.sc.edu © Emerald Group Publishing Limited 2010 Electronic commerce Customer services quality Customer satisfaction Customer loyalty Korea United States of America The self‐administered questionnaire consisted of four...

... Consumer behaviour Internet Customer loyalty The internet era has deeply modified the seller‐customer relationship. Indeed, each visitor may be personally identified through his IP address and his navigational behaviour may be tracked from visit to visit. His preferences may then be inferred from...

... or service, attracting new customers to existing products or services or building brand loyalty within the existing customer base (Bawa and Shoemaker, 2004 ; Kramer, 1998 ; Villas‐Boas, 2004). Indeed, the use of freebies is increasing; with for example, customer loyalty cards now being offered by ever more...

.... Electronic commerce Customer loyalty Retailing Shops The grocery industry is primarily a service provider that enables consumers to gather a large variety of foodstuffs and other tangibles from a single retail location. The mixed nature of the process requires studying both the traditional service...