Perceived Value and E-loyalty in the Electronic Service: An Application on the Cultural Industry Setting

Maria Fuentes-Blasco and Irene Gil-Saura

No 183, Apas Papers from Academic Public Administration Studies Archive - APAS

Abstract: Since the beginning of this decade, B2C relationships between consumers and cultural industry have been growing in Spain. Although some studies have focused on self-service and use of technology in service delivery, few have explored the role of perceived value in consumer evaluation of technology based self-service options. The objective of this study is to contribute to the knowledge on what perceived value consists in business-to-consumer relationships particularly. On the basis of a theoretical framework obtained from the literature review of perceived value from a trade-off perspective, we carry out an empirical analysis to determine the consequences of perceived value in the electronic service context. Based on a convenience sample of electronic consumers, our results, through SEM analysis show perceived value is the antecedent to the classic satisfaction- e-loyalty chain in cultural industry setting.

Keywords: Electronic service; perceived value; customer satisfaction; e-loyalty; cultural industry (search for similar items in EconPapers)
Date: 2010-07-05
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