A research model of relationship quality in E-Commerce: Connecting IS factors with marketing profitability

Heshan Sun, Ping Zhang, Xue Snow Xiao

Research output: Chapter in Book/Report/Conference proceedingConference contribution

6 Scopus citations

Abstract

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).

Original languageEnglish (US)
Title of host publicationAssociation for Information Systems - 13th Americas Conference on Information Systems, AMCIS 2007
Subtitle of host publicationReaching New Heights
Pages3608-3621
Number of pages14
StatePublished - Dec 1 2007
Event13th Americas Conference on Information Systems, AMCIS 2007 - Keystone, CO, United States
Duration: Aug 10 2007Aug 12 2007

Publication series

NameAssociation for Information Systems - 13th Americas Conference on Information Systems, AMCIS 2007: Reaching New Heights
Volume5

Other

Other13th Americas Conference on Information Systems, AMCIS 2007
CountryUnited States
CityKeystone, CO
Period8/10/078/12/07

Keywords

  • Customer commitment
  • Customer retention
  • Information quality
  • Online auction
  • Relationship quality
  • Sellers
  • Service quality
  • System quality

ASJC Scopus subject areas

  • Computer Science Applications
  • Computer Networks and Communications
  • Information Systems
  • Library and Information Sciences

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    Sun, H., Zhang, P., & Xiao, X. S. (2007). A research model of relationship quality in E-Commerce: Connecting IS factors with marketing profitability. In Association for Information Systems - 13th Americas Conference on Information Systems, AMCIS 2007: Reaching New Heights (pp. 3608-3621). (Association for Information Systems - 13th Americas Conference on Information Systems, AMCIS 2007: Reaching New Heights; Vol. 5).