Transferring Attributes of E-commerce Systems into Business Benefits : a Relationship Quality Perspective

@inproceedings{Sun2010TransferringAO,
  title={Transferring Attributes of E-commerce Systems into Business Benefits : a Relationship Quality Perspective},
  author={Heshan Sun},
  year={2010}
}
This paper investigates how the quality of certain attributes of e-commerce systems ― such as information quality, system quality, and service quality ― can be leveraged to enhance business benefits as indicated by customer commitment and customer retention. This study argues that relationship quality, a concept encapsulating the ideas of both trust and satisfaction, is crucial for transferring attributes of e-commerce systems into business benefits. A research model of relationship quality in… CONTINUE READING
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