An Empirical Study on the Integrated Framework of e-CRM in Online Shopping: Evaluating the Relationships Among Perceived Value, Satisfaction, and Trust Based on Customers' Perspectives

Changsu Kim, Weihong Zhao and Kyung H. Yang
Additional contact information
Changsu Kim: Yeongnam University, Korea
Weihong Zhao: Jiangxi Normal University, China
Kyung H. Yang: University of Wisconsin-La Crosse, USA

Journal of Electronic Commerce in Organizations (JECO), 2008, vol. 6, issue 3, 1-19

Abstract: Based on customer cognitive, affective and conative experiences in Internet online shopping, this study, from customers’ perspectives, develops a conceptual framework for e-CRM to explain the psychological process that customers maintain a long-term exchange relationship with specific online retailer. The conceptual framework proposes a series of causal linkages among the key variables affecting customer commitment to specific online retailer, such as perceived value (as cognitive belief), satisfaction (as affective experience) and trust (as conative relationship intention). Three key exogenous variables affecting Internet online shopping experiences, such as perceived service quality, perceived product quality, and perceived price fairness, are integrated into the framework. This study empirically tested and supported a large part of the proposed framework and the causal linkages within it. The empirical results highlight some managerial implications for successfully developing and implementing a strategy for e-CRM.

Date: 2008
References: Add references at CitEc
Citations: View citations in EconPapers (16)

Downloads: (external link)
http://services.igi-global.com/resolvedoi/resolve. ... 4018/jeco.2008070101 (application/pdf)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:igg:jeco00:v:6:y:2008:i:3:p:1-19

Access Statistics for this article

Journal of Electronic Commerce in Organizations (JECO) is currently edited by Pedro Isaías

More articles in Journal of Electronic Commerce in Organizations (JECO) from IGI Global
Bibliographic data for series maintained by Journal Editor ().