How a Consumer Search for Multiple Information Sources to get Price Satisfaction: the Mediating Role of Online Trust.
Keywords:
Corporate Identity, Corporate Image, Corporate Reputation, Social Identity, Customer Trust, Customer LoyaltyAbstract
The mediating role of online trust in enhancing calculative commitment and customer loyalty through online relationship marketing activities (engagement and interactivity). However, signals communicated through interactivity online is of great benefit to the banks in influencing customers' online trust, also as their calculative commitment and loyalty. Further, though, website and email emerged because the most predominant technologies utilized in online relationship marketing (ORM), customers also expect banks to interact with them through social media, which has the potential to enhance upon the present levels of CRM activities. When making important purchase decisions, consumers often consult multiple information sources. How consumers allocate their search time across offline and Internet sources using survey data from new automobile purchases. How time spent on Internet sources interrelates with time spent on offline sources, like car dealerships, and the other way around . Furthermore, whether longer search times imply higher price satisfaction as an outcome of search.
(1) Specific website types can complement or substitute for offline information sources sand for each other and
(2) Longer search times result in increased price satisfaction but only on specific information sources
Downloads
References
S. Ganesan, “Determinant of Long-Term O r i e n t a t i o n i n B u y e r - S e l l e r Relationships,” Journal of Marketing, Vol. 5 8 , N o . 2 , 1 9 9 4 , p p . 1 - 1 9 . doi:10.2307/1252265
L. H. Too, A. L. Souchon and P. C. Thirkell, “Relationship Marketing Customer Loyalty in a Retail Setting: A Dyadic Exploration,” Journal of Marketing Management, Vol. 17, No. 3-4, 2001, pp. 287-319.
J. J. Zboja and C. M. Voorhees, “The Impact of Brand Trust and Satisfaction on Retailer Purchase Intentions,”
Journal of Services Marketing, Vol. 20, No. 5 , 2 0 0 6 , p p . 3 8 1 - 3 9 0 . doi:10.1108/08876040610691275
S. T. K. Luk and L. S. C. Yip, “The Moderator Effect of Monetary Sales Promotion on the Relationship between Brand Trust and Purchase Behaviour,” Brand Management, Vol. 15, No. 6, 2008, pp. 452-464.
S. Chow and R. Holden, “Toward an Unde r s t anding o f L oya lt y : The Moderating Role of Trust,” Journal of Man agerial Issues, Vol. 9, No. 3, 1997, pp. 275- 298.
K.-M. Chu, “The Construction Model of Customer Trust, Perceived Value and Customer Loyalty,” Journal of American Academy of Business, Vol. 14, No. 2, 2009, pp. 98-103.
E. Delgado-Ballester and J. L. Munuera Aleman, “Brand Trust in the Context of Consumer Loyalty,” European Journal of Marketing, Vol. 35, No. 11/12, 2001, pp. 1238-1258. doi:10.1108/EUM0000000 006475
P. Guenzi, M. D. Johnson and S. Castaldo, “A Comprehensive Model of Customer Trust in Two Retail Stores,” Journal of Service Management, Vol. 20, No. 3, 2009, pp. 290- 316. doi:10.1108/09564230910964408
T. Harrison, “Why Trust Is Important in Customer Relationships and How to Achieve It,” Journal of Financial doi:10.1057/palgrave.fsm.4770084 Services Marketing, Vol. 7, No. 3, 2003, pp. 206-209.
D. Sirdeshmukh, J. Sing and B. Sabol, “Consumer Trust, Value, and Loyalty in Relational Exchanges,” Journal of doi:10.1509/jmkg.66.1.15.18449 Marketing, Vol. 66, No. 1, 2002, pp. 15-37.
P.-C. Sun and C.-M. Lin, ”Building Customer Trust and Loyalty: An Empirical Study in a Retailing Context,” The 1439-1449. doi:10.1080/02642060802621478 Services Industries Journal, Vol. 30, No. 9, the Foundations of Trust,” Journal of Marketing Management, Vol. 14, No. 1-3, 1998, pp. 150-172.
S. A. Greyser, “Corporate Brand Reputation and Brand Cr i s i s Management,” Management Decision, Vol. 47, No. 4, 2009, pp. 590-605. doi:10.1108 /00251740910959431
M. Zhou and D. Tian, “An Integrated Model of Influential Antecedents of Online Shopping Initial Trust: Empirical Evidence in a Low-Trust Environment,” Journal of In- ternational Consumer Marketing, Vol. 22, No. 2, 2010, pp. 147- 162. doi:10.1080/08961530903476212
P. Eiglier and É. Langeard, (1987). “Servuction, le Marketing des Services,” McGrawHill, Paris.
C. Gronroos, “Relationship Marketing: The Strategy Continuum,” Journal of the Academy of Marketing Science, Vol. 23, No. 4, 1995, pp. 252-254.
C. Lovelock and J. Wirtz, “Principles of Service Marketing and Management,” 6thEdition, Prentice-Hall, Upper Saddle River, 2006.
R. Abratt, “A new Approach to the Corporate Image Management Process,” J o u r n a l o f M a r k e ti n g M a n a g e - doi:10.1080/0267257X.1989.9964088
C. Moorman, G. Zaltman and R. Deshpande, “Relationships between Providers and Users of Market Research: The Dynamics of Trust Within and between Organizations,” Journal of Marketing Research, Vol. 29, No. 3, 1992, pp. 314-328. doi:10.2307/3172742
P. Mitchell, J. Roast and J. Lynch, “Exploring
Marketing, Integrating Corporate Identity, Co rpo ra t e Branding , Co rpo ra t e Communications, Corporate Image and Corporate Reputation,” European Journal of Marketing, Vol. 40, No. 7/8, 2006, pp. 7 3 0 - 7 4 1 . d o i : 1 0 . 1 1 0 8
/03090560610669964
Downloads
Published
Issue
Section
License
Copyright (c) 2022 Amandeep Kaur
This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.
