Quotation Krumay, Barbara, Brandtweiner, Roman. 2010. Are Customer Service Offerings Influencing E-Loyalty? A Graphical Chain Model Approach in the Austrian Mobile Phone Service Provider Industry. In BLED 2010 Proceedings, Hrsg. Association for Information Systems AIS Electronic Library (AISeL), 346-363. Bled, Slovenija: AIS Association for Information Systems.


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Abstract

Customer loyalty is seen as one of the key factors of a company's success. According to current research results, a necessary premise among others to gain customer loyalty is how the customers perceive the customer service. In the field of B2C e-commerce online customer support areas are used to fulfill parts of this support duty. It is an open question how big the impact of the online customer support on the customer loyalty is. The goal of this paper is to determine, which factors are influencing e-loyalty significantly. Two factors are used to measure loyalty: positive word-of-mouth and switching probability. In the first part a brief overview of the actual scientific work and recent research results are given. After this, the methods and data acquiring steps are described. The results of the so gained data are presented and interpreted. Based on these results, the conclusion and further research recommendations complete this work.

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Publication's profile

Status of publication Published
Affiliation WU
Type of publication Contribution to conference proceedings
Language English
Title Are Customer Service Offerings Influencing E-Loyalty? A Graphical Chain Model Approach in the Austrian Mobile Phone Service Provider Industry
Title of whole publication BLED 2010 Proceedings
Editor Association for Information Systems AIS Electronic Library (AISeL)
Page from 346
Page to 363
Location Bled, Slovenija
Publisher AIS Association for Information Systems
Year 2010
URL http://aisel.aisnet.org/bled2010/17/

Associations

People
Krumay, Barbara (Details)
Brandtweiner, Roman (Details)
Organization
Information Systems and Society IN (Details)
Information Systems and New Media IN (Details)
Institute for Information Management and Control IN (Details)
Research areas (Ă–STAT Classification 'Statistik Austria')
1108 Informatics (Details)
1109 Information and data processing (Details)
5300 Economics (Details)
5306 Business data processing (Details)
5320 Marketing (Details)
5350 Innovation research (Details)
5364 Project management (Details)
5366 Information society (Details)
5367 Management information systems (Details)
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