• Computer Science
  • Published in AMCIS 2007

A Research Model of Relationship Quality in E-Commerce: Connecting IS Factors with Marketing Profitability

@inproceedings{Sun2007ARM,
  title={A Research Model of Relationship Quality in E-Commerce: Connecting IS Factors with Marketing Profitability},
  author={Heshan Sun and Ping Zhang and Xue Xiao},
  booktitle={AMCIS},
  year={2007}
}
Customer relationship, commitment and retention are critical for e-commerce success. Existing IS research has studied e-commerce customers more from a system user perspective. We argue in this study that we should also take a customer perspective, which has significant research and practical implications in that it connects to business profitability directly. As our first attempt, this study, referring to both IS and marketing literature, examines how customer commitment and retention can be… CONTINUE READING

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