チェン シューチン   CHEN Shu-Ching    所属   立命館アジア太平洋大学  国際経営学部    職種   教授
言語種別	英語
発行・発表の年月	2012
形態種別	学術論文
査読	査読あり
標題	The Customer Satisfaction-Loyalty Relation in an Interactive E-Service Setting: The Mediators
執筆形態	単著
掲載誌名	Journal of Retailing and Consumer Services
掲載区分	国外
出版社・発行元	Elsevier
巻・号・頁	19(2),pp.202-210
概要	This study aims to examine the relation between customer satisfaction and loyalty through the introduction of commitment, trust, involvement and perceived value as mediators in the e-service context. The findings suggest that customer satisfaction is an essential ingredient for service loyalty, but that mediators exist between satisfaction and loyalty. Commitment, trust and involvement are each proven to be partial mediators between satisfaction and loyalty, while perceived value is proven to be a complete mediator. The results have implications for the retention of satisfied customers in an interactive e-service setting.
DOI	10.1016/j.jretconser.2012.01.001