• Publications
  • Influence
E‐satisfaction and e‐loyalty: A contingency framework
The authors investigate the impact of satisfaction on loyalty in the context of electronic commerce. Findings of this research indicate that although e-satisfaction has an impact on e-loyalty, thisExpand
Customer loyalty in e-commerce: an exploration of its antecedents and consequences
Abstract This paper investigates the antecedents and consequences of customer loyalty in an online business-to-consumer (B2C) context. We identify eight factors (the 8Cs—customization, contactExpand
Consumer Dissatisfaction: The Effect of Disconfirmed Expectancy on Perceived Product Performance
Four psychological theories are considered in determining the effects of disconfirmed expectations on perceived product performance and consumer satisfaction. Results reveal that too great a gapExpand
Customer Relationship Management: Its Dimensions and Effect on Customer Outcomes
Despite the rapidly growing customer relationship management (CRM) literature, the dimensions of CRM and their effects on customer outcomes remain equivocal. In this research, we first identify theExpand
Free-Riding in Group Projects: Control Mechanisms and Preliminary Data
The article discusses the causes of free-riding in group activities and reviews the empirical literature, then makes 15 recommendations for reducing free-riding by students in academic marketingExpand