TY - GEN
T1 - A research model of relationship quality in E-Commerce
T2 - 13th Americas Conference on Information Systems, AMCIS 2007
AU - Sun, Heshan
AU - Zhang, Ping
AU - Xiao, Xue Snow
PY - 2007
Y1 - 2007
N2 - 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 achieved to some degrees by high quality relationships with customers, which, from an information systems perspective, are influenced by the information, system and service qualities of e-commerce service providers (e.g., eBay.com). Using a sample of 140 online auction sellers at uBid.com, we empirically confirm that relationship quality is an important factor that mediates the impacts of IS factors (i.e., information, system and service qualities) on business profitability factors (i.e., customer commitment and retention).
AB - 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 achieved to some degrees by high quality relationships with customers, which, from an information systems perspective, are influenced by the information, system and service qualities of e-commerce service providers (e.g., eBay.com). Using a sample of 140 online auction sellers at uBid.com, we empirically confirm that relationship quality is an important factor that mediates the impacts of IS factors (i.e., information, system and service qualities) on business profitability factors (i.e., customer commitment and retention).
KW - Customer commitment
KW - Customer retention
KW - Information quality
KW - Online auction
KW - Relationship quality
KW - Sellers
KW - Service quality
KW - System quality
UR - http://www.scopus.com/inward/record.url?scp=84870171620&partnerID=8YFLogxK
UR - http://www.scopus.com/inward/citedby.url?scp=84870171620&partnerID=8YFLogxK
M3 - Conference contribution
AN - SCOPUS:84870171620
SN - 9781604233810
T3 - Association for Information Systems - 13th Americas Conference on Information Systems, AMCIS 2007: Reaching New Heights
SP - 3608
EP - 3621
BT - Association for Information Systems - 13th Americas Conference on Information Systems, AMCIS 2007
Y2 - 10 August 2007 through 12 August 2007
ER -