원문정보
초록
영어
With the recent advancements in information and communications technology, e-contact centers have taken on a new role in the retail world. They have become an essential gateway to retailers’ relationship with their customers. The use of consumer-trusted advanced communication technologies in e-contact centers has been found to play an important role in the creation of customer loyalty. The purpose of this study was to investigate the effect of consumer trust in information and communication technology on the trust, satisfaction, and loyalty that customers develop with e-contact centers and to provide an integrated model to assess the effect of a trustsatisfaction- loyalty linkto e-contact centers on the formation process of their loyalty to retailers. The results suggest that trust in communication technology plays an important role in the formation process of customer trust, satisfaction and loyalty within e-contact centers, and that customer trust, satisfaction, and loyalty to e-contact centersare linked to their loyalty to retailers.
목차
Abstract
Introduction
Background
Contact centers
Conceptual Development
Trust and trust transfer process
Trust on technology
Satisfaction with e-contact centers
Loyalty to e-contact centers
Trust – loyalty and satisfaction – loyalty relationship
Retailer trust-satisfaction-loyalty (TSL)
Methodology
Sampleand Data Collection
Measurement
Analysis and results
Measurement model
Hypotheses testing
Discussion
Managerial implications
Limitation and future research
References