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How do customer anxiety levels impact relationship marketing in electronic commerce?

Bui Thanh Khoa; Tran Trong Huynh - In: Cogent business & management 9 (2022) 1, pp. 1-19

E-commerce is no longer a transaction in developed countries but has been popular worldwide. However, building long-term customer relationships is challenging for online businesses because of consumers' anxiety levels in the transaction process. This study aimed to expose the moderating effect...

Persistent link: https://www.econbiz.de/10014443547

Online brand community and consumer brand trust : analysis from Czech millennials

Amoah, John; Jibril, Abdul Bashiru; Egala, Sulemana Bankuoru - In: Cogent business & management 9 (2022) 1, pp. 1-16

quality service marketing to thrive. Brands have gone viral to develop communities to interact with existing and novice …

Persistent link: https://www.econbiz.de/10014444128

Participating anonymous online student communities and university brand relationship outcomes

Le, Tri D.; Linh Le; Quynh Phan; Khoa T. Tran; Phuong … - In: Cogent business & management 8 (2021) 1, pp. 1-14

Besides official social pages of organizations, the anonymous online consumer communities are emerging phenomena. Participating these communities may affect the relationship between consumers and brands. Focusing on the higher education context, where consumers and brands have strong...

Persistent link: https://www.econbiz.de/10012649884

Antecedents and consequences of brand passion among young smartphone consumers : evidence of Iran

Ghorbanzadeh, Davood; Saeednia, Hamidreza; Rahehagh, Atena - In: Cogent business & management 7 (2020) 1, pp. 1-17

As emotional consumer-brand relationships have a high impact on consumer behavior, brand managers tend to create passionate brands, e.g. by using emotional advertising messages. Although the role of emotions is frequently discussed in marketing literature, the causalities of brand passion are...

Persistent link: https://www.econbiz.de/10012623547

Enhancing customer retention using customer relationship management approach in car loan bussiness

Simanjuntak, Megawati; Putri, Nadia E.; Yuliati, Lilik N.; … - In: Cogent business & management 7 (2020) 1, pp. 1-17

The objective of this study was to analyse the effects of customer-perceived value, corporate image, and service … indicated that customer-perceived value, corporate image, and service quality have a significant effect on customer satisfaction … credit process and the service provided will prompt customers to use the company’s products or services when applying for new …

Persistent link: https://www.econbiz.de/10012625444

Online bike: role of perceived technology, perceived risk, and institution-based trust on service usage via online trust

Yuliati, Lilik N.; Dradjat, Hasdevi A.; Simanjuntak, … - In: Cogent business & management 7 (2020) 1, pp. 1-19

online trust and service usage of online bike-sharing services in Indonesia. As many as 200 respondents were chosen through … of perceived risk on online trust was not evident (t-value = 1.73). The service usage was determined by the perceived ….05) and institution-based trust indirectly affected service usage via online trust (path coefficient = 0.04; t-value = 1 …

Persistent link: https://www.econbiz.de/10012626895

The dynamics of customer value and brand love among shoppers in emerging market

Amegbe, Hayford; Hanu, Charles - In: Cogent business & management 10 (2023) 3, pp. 1-18

This study examines customer value, trust, psychological ownership, satisfaction, and brand love among customers of shopping malls. This study employed a quantitative research design. An online questionnaire was used to elicited data from 484 Ghanaian shopping mall customers in Accra, using...

Persistent link: https://www.econbiz.de/10014506006

Is perceived value enough to create loyalty for m-wallets? : exploring the role of trust and satisfaction

Dhaigude, Amol; Tapar, Archit Vinod; Jawed, Mohammad Shameem - In: Cogent business & management 10 (2023) 3, pp. 1-23

This study explores the role of perceived customer value and loyalty relationships in mobile wallet (M-wallet). The study further investigates trust and satisfaction as drivers of loyalty and examines the role of trust in the traditional value-satisfaction-loyalty relationship. A total of 214...

Persistent link: https://www.econbiz.de/10014505825

Justice and trustworthiness factors affecting customer loyalty with mediating role of satisfaction with complaint handling : Zalo OTT Vietnamese customer case

Nguyen Ngoc Quang; Dao Cam Thuy - In: Cogent business & management 10 (2023) 2, pp. 1-15

Vietnamese users who have had complaints about Zalo OTT service in 2022. Confirmatory factor analysis was used to evaluate the …

Persistent link: https://www.econbiz.de/10014504902

Employee-customer identification : effect on Chinese online shopping experience, trust, and loyalty

Sachdev, Harash; Sauber, Matthew H. - In: Cogent business & management 10 (2023) 3, pp. 1-17

This study investigates Chinese consumers' interaction with retail employees and the effects on shopping experience, trust, and loyalty. Survey data help articulate brand comparison, digital interactions, and shopping experience as customer-identification change agents. A structural equation...

Persistent link: https://www.econbiz.de/10014505827