Srini S. Srinivasan, Rolph Anderson, and Kishore Ponnavolu. Customer loyalty in e-commerce: an exploration of its antecedents and consequences. Journal of Retailing, 78(1):41–50, March 2002. doi:10.1016/S0022-4359(01)00065-3.
@article{srinivasan_customer_2002,
abstract = {This paper investigates the antecedents and consequences of customer loyalty in an online business-to-consumer (B2C) context. We identify eight factors (the 8Cs\textemdash{}customization, contact interactivity, care, community, convenience, cultivation, choice, and character) that potentially impact e-loyalty and develop scales to measure these factors. Data collected from 1,211 online customers demonstrate that all these factors, except convenience, impact e-loyalty. The data also reveal that e-loyalty has an impact on two customer-related outcomes: word-of- mouth promotion and willingness to pay more.},
author = {Srinivasan, Srini S. and Anderson, Rolph and Ponnavolu, Kishore},
doi = {10.1016/S0022-4359(01)00065-3},
issn = {0022-4359},
journal = {Journal of Retailing},
month = {March},
number = {1},
pages = {41-50},
shorttitle = {Customer Loyalty in E-Commerce},
title = {Customer Loyalty in E-Commerce: An Exploration of Its Antecedents and Consequences},
volume = {78},
year = {2002}
}