Customer Value Dimensions and their Effects on Store Loyaltv in Internet Shopping Malls

摘要：

The present study, from the customers perspective, identifies the key dimensions of customer value into product value, service value, emotional value, and social value, and empirically tests their effects on store loyalty based on the context of internet shopping malls. Several interesting results are found. First, each of the customer value dimensions has a significant effect on customers satisfaction and trust. The relative importance of these customer value dimensions on satisfaction follows the order of social value, product value, service value, emotional value. And, the relative importance of these customer value dimensions on trust follows the order of service value, product value, social value, emotional value for online shoppers. Second, the findings provide evidence that these dimensions of customer value indirectly affect store loyalty via the mediating roles of satisfaction and trust. These conclusions provide some theoretical and managerial implications to further understand the construct of customer value, and highlight effective strategies for allocating business resources in customer value creation and customer loyalty management in the context of internet shopping mall.

关键词： Customer value dimension Emotional value Internet shopping mall Product value Service value Social value Store loyalty

作者: Wei-hong ZHAO

作者单位: School of Business.Jiangxi Normal University,P.R.China,330022

会议类型: 国际会议

会议名称: The 2nd International Conference on Vale Engineering and Vale Management(2009)(2009年北京价值工程与价值管理国际会议)

会议地点: 北京

会议语种:英文

页码: 588-598

在线出版日期: 2009-10-16（万方平台首次上网日期，不代表论文的发表时间）